Service Cloud

How does a Web-to-Case work?

(1) you decide which case fields display on the form (2) you generate the HTML for the form (3) you send the HTML to your web developer who puts the form on your company's website, and, voila, customers start sending your agents cases. Let's set this up!

Main features of desk.com?

-Agent Productivity Tools -Knowledge Base -Self service report portal -Process automation -Multi-channel Support -Case Management Scalability -Mobile -Reports & Dashboards Track performance metrics across all of your support channels. See trends and analyze metrics. -Integration Capabilities -Easy Admin Experience

Email to case, three explanation points/facts

-Keeps all email traffic within your network's firewall. -Accepts email attachments larger than 25 MB. -Requires downloading and installing the Email-to-Case agent to your network.

On-Demand Email to case, three explanation points/facts

-Sends all email traffic outside of your network's firewall. -Accepts email attachments smaller than 25 MB. -Uses Apex email services to convert email to cases.

What are the key points for Principle 2?

1. Customers are connected to the company across any channel they want 2. People and departments within the company are connected and collaborating together 3. Agents are connected to data piped in from external systems

Of those 11, which are designed for service agents and managers?

1. Lightning Service Console A cockpit where agents see everything It boosts agent productivity by supporting more customers faster. 2. Omni-Channel A complete view of an agent's availability and customer wait times It delivers smarter, faster service by matching tasks to agents with the most appropriate skill sets, better balancing their workloads. 3. CTI A phone system connected to the Lightning Service Console It routes calls to the right agents based on the touch-tones callers select. It displays customer information before agents even answer calls. 4. Knowledge A knowledge base filled with articles and FAQs It delivers faster, consistent service by helping agents and customers find the answers they need quickly. 5. Service Analytics Dashboards focused on the metrics service centers use most It provides a detailed picture of an entire service team instantly, letting managers take actions to increase efficiency in real time. 6. Field Service Lightning A feature that extends Service Cloud to include all mobile workers, letting dispatch agents schedule and route cases to those in the field It connects a business's entire workforce on a single platform.

What are the features designed to engage customers across all channels?

1. LiveMessage A two-way mobile messaging service that lets businesses communicate with their customers via text, Facebook Messenger, and more It supports customers who prefer messaging. 2. Live Agent A live chat software that lets businesses and customers chat online in real time on their websites or in the company's apps It connects with customers instantly on any device. 3. Customer Community A customer-facing portal where customers answer each other's questions, helping others access the answers they want at any time from anywhere It frees up an agent's time to focus on complex issues by crowdsourcing common questions and answers. 4. Social Customer Service A platform that connects customers and businesses through social media It listens and responds to customers on a wide variety of social media channels. 5. Snap-ins A way to integrate customer support—such as two-way video chat (also known as SOS)—directly into websites or mobile apps It provides guided, on-screen assistance.

The 7 main Service metrics to keep in mind?

1. Net promoter score (NPS) How likely customers are to recommend a product or service 2. Customer satisfaction (CSAT) How happy customers are with a product or brand 3. Average handle time (AHT) How long it takes to complete a single call, including talk time, hold time, and follow-up tasks 4. First call resolution (FCR) How many calls are resolved on the first attempt divided by the total number of calls; this is calculated as a rate or percentage 5. Cost per case or contact How much it costs to process a single case 6. Case backlog How many cases are still open

What are the four components of the business value calculator?

1. Primary Benefits: major benefits for a business 2. Business Value Drivers: factors that add value to a product or service 3. Customer Inputs: data provided by your customer 4. Outputs: metrics that change as you enter data in the Customer Inputs column

What are the four key points for Principle 1 (advantage for service leaders)?

1. Workflows- they're awesome because... -Workflows give the system flexibility to evolve as the business does. -Workflows support point-and-click changes to processes. No coding required. -Workflows account for 80% of Service Cloud customizations! 2. chatter 3. API connections 4. Appexchange

These key features give Service Cloud the edge over homegrown designs?

1. Workspaces -Case information where it belongs: right in front of the agent when they need it. Makes service faster. 2. Components -Allows customization of the console, so agents always have all the tools they need. Productivity boosted! 3. Macros Shortcuts that trigger workflows and complex tasks with a single keystroke. Zoom zoom! 4. Knowledge -Answers to customer service issues, right there in the workspace. Goodbye silos and hold music; Hello knowledge at your fingertips. 5. Chatter Native social tools that provide immediate visibility into critical issues and escalations. Speed + Community = Customer Love!

On average, Service Cloud customers experience what two key stats?

45% faster handle time 48% faster case resolution time

Companies that deliver a personalized customer experience through Service Cloud enjoy?

45% higher rate of customer retention. 45% higher customer satisfaction scores (CSAT).

Regarding smart service, Service Cloud businesses see what key improvements in KPI's?

45% increase in customer satisfaction. 47% increase in agent productivity.

explain desk.com Self-Service Support Portal

A branded self-service support site, which includes personalized service via portal login. Customers can search the public knowledge base to find their own answers on a branded self-service support site. They can also login to access their current and past cases with the company. Customers do not need to purchase Communities, self-service is included in Desk.com.

Explain desk.com mobile?

Agent productivity tools and multi-channel support are available on any mobile device. Agents aren't tied to their desk to respond to cases—they get all of the goodness of Desk.com on their mobile devices with native Desk.com mobile apps on iOS and Android.

How can Service Cloud help manage case load for your people?

As the number of your company's cases increases, your support team needs a simple way to manage them all. That's why the Service Cloud includes several behind the scenes features to automatically trigger actions and workflows, and push cases to the right people and places without overwhelming anybody. Case management is routing cases through your custom processes with as little work as possible while wowing your customers with superior service.

Assignment Rules

Automatically assign incoming cases to specific agents so that the right people work on the right cases.

Macros

Automatically complete repetitive tasks on cases, such as selecting the right email templates, so that agents can spend time doing more important things.

Escalation Rules

Automatically escalate cases to the right people when the cases aren't solved by a certain time.

Queues

Automatically prioritize your support team's workload by creating lists from which specific agents can jump in to solve certain types of cases.

Auto-Response Rules

Automatically send personalized email responses to customers based on each case's details.

As an out-of-the-box solution, Desk.com is ideal for the case-centric company because it is...?

Built for non-technical users and administrators - No need for in-house IT support Up and running in two days - Service teams are immediately more productive Cost effective - As little as $0 to set up on your own or up to $6,000 for a guided setup

Four main types of advanced channels?

Call centers Live Agent Communities SOS

What's case feed?

Case feed helps everyone on your support team easily collaborate on closing a case quickly. In the feed, every action is tracked for a complete view of the customer's issue and its history.

Desk.com's out-of-the-box solution provides needed functionality for these growing companies such as?

Case management for multichannel support like phone, email, and social media Knowledge base such as articles, tips, white papers, and blogs Self-service support such as user communities and FAQ forums Mobile capabilities - agents can respond to cases directly from their phones

What are case teams?

Case teams let you predefine groups of people and their roles on closing a case together. A case team could include a support agent, a product manager, a lawyer, a clown, you name it! You can also define each team member's level of access to a case, such as read only or read/write.

What are cases?

Cases are powerful records in Salesforce that not only track customer issues, but also show a 360-degree view of the customer. All unifying information about a customer is stored on a case—account, contact, history, products...whether the case has an email exchange, a reminder task, or a knowledge base article, it's all saved on the case so that any support agent can jump in to help a customer at any time.

explain desk.com Knowledge Base

Centralized library of information designed to provide answers using text, video, and photos.

Service Cloud offers a suite of features—11 to be exact—that help businesses:

Close cases faster. Simplify self-service. Personalize customer care. Deliver support from anywhere

Explain desk.com Multi-channel Support

Connect all customer support channels for every product or service with just a couple of clicks to catch every case in the Desk.com agent console. Support channels include: Email. Phone. Social Channels: Twitter & Facebook. Live Chat. Web-to-case.

Explain desk.com process automation?

Create automated business processes so agents can respond to customers faster and improve customer experience. For example, sending a case to the right person the first time will reduce waiting time.

What is desk.com?

Desk.com is an out-of-the-box support solution that provides the features companies need to deliver fast, awesome customer service. By giving businesses solutions that help them know their customers, they can provide better support faster.

Explain desk.com Easy Admin Experience

Desk.com is designed to be useful without a lot of IT support, and the key to that is the easy Admin interface.

Automation within case management accomplishes what?

Guaranteed delivery of important issues to the right people at the right time Faster resolution Happier customers

Explain desk.com Integration Capabilities

Integrations: Use pre-built integrations, or build your own, to give agents more customer context without having to switch to other systems.

Explain desk.com Case Management Scalability

Manage the full case lifecycle from open to close.

Since primary benefits and business value drivers are the two most impactful to customers, explain them! What are the primary benefits? The business value drivers?

Primary benefits: -Cost savings -Revenue generation -CSAT Business Value Drivers: -Increased self-service deflection -Reduced agent admin time -Reduced new agent ramp time -Reduced customer attrition -Increased customer spend (lead generation, -cross-sell opportunities, and upsell opportunities) -Increased CSAT

What are the 5 principles of the service cloud advantage?

Principle #1: Salesforce Advantage for Service Leaders Principle #2: Connected Service Principle #3: Faster Service Principle #4: Smarter Service Principle #5: Personalized Service

What are the 5 main case automation tools?

Queues Assignment Rules Auto-response rules Escalation rules Macros

Service cloud- is, does, means

Service Cloud is a customer service and support application. It helps keep your customers happy and your support team sane, whether your customers reach out to you by email, phone, social media, online communities, or real-time Web chat.

Explain desk.com Agent Productivity Tools

Standard capabilities customized to the needs of the business and that help agents churn through cases faster by automating repetitive tasks.

What are locale settings?

The Salesforce locale settings determine the display formats for date and time, users' names, addresses, and commas and periods in numbers. As the admin, you set the default locale, but your users can set a personal locale if they're based in a different location.

What is the business value calculator and what does it help you do?

The business value calculator—developed by the Business Value Services (BVS) team—uses metrics from our annual Voice of the Customer survey to estimate potential benefits for businesses. It's a great tool to help you: Drive your discovery. Collaborate with your customers or your Salesforce selling teams. Begin prospecting or qualifying.

What is the highlights panel and why do i care?

The highlights panel helps agents see key information at a glance in a console. You can easily customize it on page layouts so that your service team spots exactly what it needs first.

What is the navigation tab and why do i care?

The navigation tab is where agents choose records and lists in a console. From there, agents can select cases, accounts, contacts, custom objects, or any other object that you decide to add to a console app.

How does Service cloud help your team deliver grade A experiences?

The second step to delivering extraordinary service is making sure that your support team can work comfortably with multiple channels simultaneously. The last thing you want to do is burn out your support agents with a complicated app—frustrated support agents don't provide first-rate service. That's why Service Cloud integrates multiple channels into an easy to use help desk called the console, which you can customize to fit your company's unique support processes. A Console Customized for Support Agents

Predefined case teams are helpful because?

They allow you to eliminate the manual entry of team members for cases. Also, with workflow automation, you can setup automatic actions to take place when a case is updated. I.E priority changed to urgent=manager alerted

Explain desk.com Reports & Dashboards

Track performance metrics across all of your support channels. See trends and analyze metrics.

A few examples of simplified processes for your people (related to actions and automation)?

With the click of a few buttons, you can choose when customers receive responses, when support tickets should escalate, and when service agents should be assigned to specific tasks or customers.

What are org wide/company settings? Where are they?

Your company settings are the collection of information about your organization. This collection is mostly captured when you purchase a Salesforce product, but you can update the settings if your company moves operations or expands globally. It's essentially a snapshot of your company's identity

What determines which you use for email to case?

Your company's email security policy and email attachment size preferences

Service Cloud is great for businesses that are...?

account-centric. For these businesses, customer service agents need a full view of the customer, with information pulled from many different parts of the company, such as marketing, product, contracts, order management, or billing data.

What is Web-to-Case?

an easy way to create online support. Essentially, it's a form of case fields that customers fill out and submit to agents. Web-to-Case helps your team gather service requests from your company's website and automatically generate up to 5,000 new cases a day.

Desk.com is perfect for businesses that are...? Example?

are case-centric. Requests for customer service usually involve single problems rather than interconnected customer issues. Pandora or caviar. More case focused than account focused.

When components are added to page layouts, they appear?

in sidebars alongside specific records in the console, such as cases

Cases are important because...? What is the best way to prevent this?

when your customers have issues with your product or service, your company risks losing customers or damaging your brand. The best way to prevent that from happening is to track your customers' issues and resolve them quickly.

What are knowledge articles?

where you store answers to commonly asked questions, useful FAQs, and information that helps agents help customers and ultimately close cases. As agents solve cases, they can create articles to help the next customer or agent with similar issues find solutions faster. Articles that help solve a case are attached to that case. When cases with comparable titles are opened, articles attached to similar cases are brought to the forefront.

Examples of custom components?

you can create components to integrate third-party systems into a console, customize a console's highlights panel or footer to display data, or automatically show contextual information alongside records.