Service Cloud - Service Cloud Solution Design
Sites
A customer service Experience Cloud site with a public Knowledge base allows customers to discuss with other customers and solve their issues on their own Support Channels
Auto-response Rules
A personalized email response can be sent as an initial response to the contact who created a case.
calls made by agents
A report can be generated to track agent productivity to summarize the ______________________ Call Report Examples
Mobile
Additional capabilities such, as Chat and Knowledge, can be added to mobile apps with the help of Embedded Service. Support Channels
Escalation Rules
Cases can be escalated to the right users or queues when they aren't solved by a certain time.
REPORT TIMEOUTS Slow return of results or timeouts when accessing reports and dashboards can be experienced by users. SLOW SEARCHES Slow return of search results and longer loading time of the result page can occur. DETAIL PAGE LOAD Loading of record detail pages is slower than expected. SLOW LIST VIEWS Displaying records in a filtered list view can take longer than usual.
Consequences of Lack of Performance Optimization?
Sites
Customer service ________ can be set up for self-service with access to a public knowledge base
Omni-Channel Supervisor
________________ can be used to monitor agent workloads and backlogs. It can also be used to tell if an agent has been accepting cases lately.
OMNI-CHANNEL
________________ can be used to route work requests to the most available and qualified support agents
Chat conferencing
_________________ allows multiple agents to be in a chat with a customer to solve a concern.
Call center
A Salesforce feature that integrates Salesforce with call systems built by developers or partners.
CTI Implementation (Computer Telephony Integration)
A ________ implementation based on Open CTI allows integration of telephony system with Salesforce USE It is a way of integrating a phone system with a computer system. FEATURES Generally, features include screen pop, click to dial, automatic call logging, call reporting, call routing, etc. FUNCTIONALITY It offers desktop-based interactions as well as server functionality.
'design trade-off'
A ________________ refers to a decision that results in losing one aspect or property of a solution design while gaining another For example, if a company requires greater case management functionality than is offered out of the box but does not have the resources for custom development.○ It can look for a solution on the AppExchange which would be easier to administer, but the company may lose the ability to design some or all of their own case management requirements, according to the needs to the business.
ENTITLEMENT
___________ management can be used to define, enforce, and track customer support levels as part of the support management process
Messaging
____________ allows communication with customers via SMS or messaging apps like Facebook Messenger and Whatsapp. Support Channels
Field Service
____________ can be used by a field service business to manage field workby technicians.
Field Service; Field service can be integrated with various external systems or databases to make the customer service processes seamless. Once enabled, Field Service makes a number of standard objects such as Work Order and Service Appointment available in Setup and as tabs in Salesforce. The Field Service mobile app for iOS and Android can be downloaded by mobile technicians who complete their service appointments by performing work in the field. Details of warranty terms, includingexclusions and void terms, can be added andassigned to products or product families.
_____________ is a set of features that provides the tools to manage work orders, scheduling, and mobile workforce, which are essential for running a field service business.
CUSTOMER SITES
_____________ is the best to use when establishing business-to-consumer experiences with large numbers of external users who need access to case objects or knowledge. The Customer Site can be used with person accounts.
Chat
______________ can be set up to allow customers to chat with support agents. Support Channels
Field Service
______________ can be set up to manage service crews that provide on-site service to customers.
PARTNER SITES
______________ is the best to use when there is a need for business partners to access sales data such as partner relationship management (e.g. Accounts, Opportunities). The Partner Site can't be used with person accounts
Omni-channel routing
_______________ can be used to specify how incoming work items will be assigned to agents.
Wrap code
_______________ indicates the nature of the interaction.
External Routing
_______________- can be utilized to allow agents to receive work items from any external source. THIRD-PARTY ROUTING: External Routing allows third-party routing functionality to be integrated with Omni-Channel using a partner application with the help of Salesforce standard APIs and streaming APIs Contact Requests: Contact requests from Experience Cloud Site can be routed to available agents
Phone
A Call Center can be set up in Salesforce to receive phone calls from customers and allow support agents to make outbound calls. Support Channels
indexed
An _____________ field means that its values are stored in a more efficient data structure. This can occupy more space but it can improve the performance when used in a query.
Softphone
An on-screen phone from which you can make and receive calls.
ARCHIVE POLICY A policy of archiving data regularly can be adopted when there are millions of records. BATCH ARCHIVING Identify 'inactive' data and move via batch / scheduled apex to archive objects to reduce data volumes. ACTIVE DATA Archiving data improves performance of 'active' data, e.g.,open cases.
Archiving Data Data archiving is the process of selecting subsets of data from the production org to retain in an external, long-term storage. Name the steps or process
Field Service allows assigning tasks to mobile technicians who perform field work based on their skills, availability, product inventory, and service territory. It makes it possible to track the location and status of product inventory, warehouses, service vehicles, and customer sites. Geocoding provides the exact location of the mobile workforce at any given time. The Field Service managed package can be downloaded for advanced scheduling capabilities. Resources can be allocated to service appointments efficiently based on technician skills, travel time, location, and other factors. Dispatchers and supervisors can get a bird's eye view of all the scheduled appointments using a dynamic scheduling console. Time on jobs can be tracked using employee time sheets. Technicians in the field can access product warranty details, update work orders, track parts, gather customer signatures, and connect with dispatchers from their mobile devices using the Field Service mobile app. Service reports can be generated to keep customers informed about service progress.
Benefits of Field Service
A customer service site provides a one-stop support experience to customers. Business process and features from Salesforce and third-party systems can be integrated to give customers what they need without leaving the site. Making information about common issues available to customers in a site increases customer satisfaction because they don't have to go through the process of contact support for a simple query. Customers can be provided access to their cases so that they can easily track their status. Customers can be provided access to Knowledge articles, such as FAQs and how-to guides. Multiple support channels can be made available to customers, such as chat with a support agent, creating a case using a web form, posting a question in the forum, and accessing a publicly availableKnowledge base for self-service. Setting up a customer service site increases call deflection and decreases call volume, reducing the overall expenses of a contact center. Contact center agents are able to focus on more difficult and complex issues faced by customers.
Benefits of Implementing Sites for Customer Service
Companies have the capacity to provide their customers with service that is both more proactive and tailored to their individual needs. Supervisors have the ability to observe ongoing incoming calls and digital interactions of their agents in real-time. They can track call routing and identify ongoing conversations that might need support from them. Agents can expedite and intelligently manage calls, decrease the Average Handle Time (AHT), and prepare for sudden increases in call volume.
Benefits of Service Cloud Voice
UNAVAILABLE AGENT AGENT CAPACITY
Customers can be routed directly to the appropriate agent using Omni-Channel with Direct-to-Agent routing. ____________ If the agent is unavailable, the Chat will go to the fallback queue or skill and the original agent can no longer contribute to the conversation. ___________________ Direct-to-Agent routing respects agent capacity and will not send chat requests to an agent without capacity.
Overall team volume weekly total call time spent per agent. the successful calls answered per agent.
Dashboard call component examples
ENTITLEMENT MANAGEMENT There are many limitations related to Entitlement Management. For example, it is not possible to share entitlements since they inherit the parent account sharing settings. MACROS Macros are available on all objects but it is recommended that macros are not usedon Opportunity products, crew size field on the Service Crew object, Knowledge articles, Email message object and Social quick actions WEB-TO-CASE Required fields and validation rules are considered before a case is created automatically through Web-to-Case. EMAIL-TO-CASE The size of email attachments using On-Demand Email-to-Case cannot be larger than 25MB. CASE PATH Case Path stages have a limit of 5 fields per stage
Design Limitations
Salesforce Experience Cloud
________________ allows creating customer service and self-service sites for a more personalized support experience for customers.
❖SALESFORCE TELEPHONY Phone conversations can be integrated natively, eliminating the need for screen pops and enabling a unified platform for streamlined data capture and an enhanced call experience. ❖TRANSCRIPTION Human speech can be converted into text on cases in real time. ❖OMNI-CHANNEL Agents can utilize a single Omni-Channel widget for handling calls and other interactions, resulting in fewer screens, clicks, and distractions. ❖VOICE STATUS UTILITY Voice Status Utility is used to check is the workspace ready to use Service Cloud Voice. It can be added to Console or Voice extensions. ❖AGENT-TO-AGENT CALLS A Phonebook can be added to Omni-Channel Utility, allowing agents to use speed dial lists and enable agent-to-agent/agent-to-queue calls. ❖AUTOMATE CALL ACTIONS Manual softphone call actions can be replaced with automated ones using Lightning Web Component or Aura component telephony actions. ❖SUPPORTED BROWSERS Service Cloud Voice supports the following browsers: Microsoft Edge (Chromium), Google Chrome, and Mozilla Firefox. ❖VOICE EXTENSIONS Voice Extensions can be used can be built within the Omni-Channel utility. Agents can use the extensions before, during, and after
Features of service cloud voice?
FIELD HISTORY The fields of the following Field Service objects can be tracked: Asset, Return Order, Return Order Line Items, Service Appointment, Service Contract, Service Resources, Service Territory, Service Territory Member, Work Order, and Work Order Line Item. Users can create a new report (Field History Reporting report type) to obtain the field history details Work orders can be routed to field service workers through business routing rules or Omni-Channel flows.
Field objects and field history (List them)
Data Management: ●Data Archiving●Data Reduction●Data Tiering●External Storage Report design: ●Efficient Report Filters●Efficient Report Formulas●Column Removal●Bucket Removal●Reducing Joins
How to improve data management and report performance?
List View Filters UI Configuration Data Tiering External Data Storage Custom Indexes Skinny Tables Reducing Data Sharing Optimization Report Design
How to improve performance?
Use efficient report filters Use efficient report formulas Remove columns not required in the report Remove bucket fields not required Reduce joins (joined report)
How to improve report performance
❖Avoiding data skew, i.e., more than 10,000 child records related to a single parent record ❖Optimizing sharing and defer sharing calculations while importing records ❖Importing data asynchronously using Bulk API ❖Considering storing large data volumes in an external system ❖Segmenting data with divisions ❖Using custom indexes
How to optimize performance with large data volumes
A large volume of Salesforce data can impact the org performance. As an alternative, data can be stored outside the org but still be accessed from Salesforce. EXTERNAL SERVICE/ WEBSITE An alternative to storing data in Salesforce is to use a mashup, which is a way of making data available only when needed either through a web service callout or by passing information and displaying an external website. LARGE DATA VOLUME For large data volumes, if information is only required for display purposes, then the data should not be stored in Salesforce.
How to store data outside of Salesforce
Macros
Repetitive tasks on objects including cases can be completed automatically (it is not recommended to use _______ on Knowledge, Email Message, and Social quick actions).
Skinny tables
________________ are used to improve performance on reports, list views and queries when tables contain millions of rows.
Tables: ●Skinny tables ●Custom indexes Data sharing: ●Deferred sharing calculation ●Optimized Record Ownership ●Optimized Roles & Territories User interface: ●List View Filters●List View Config●User Interface config
Improve the performance of systems with large data volumes:
'New' tab
In the Omni-Channel utility, the '_________' tab can be used by an agent to view incoming work items.
Query and Report Indexes will speed up queries and reports. CUSTOM INDEXES Custom indexes for both standard and custom fields can be created by request to customer support. EXTERNAL ID Indexes are created on ExternalID fields. INDEXED BY DEFAULT Certain standard fields are indexed by default: Name, Systemmodstamp (LastModifiedDate), Created Date, Division, Email, Salesforce record ID, RecordTypeId, Foreign Key relationships. MULTI-COLUMN Multi-column indexes are also possible. UNSUPPORTED FIELDS Salesforce does not support custom indexes for multi-select picklists, text area (long), text area(rich), encrypted text fields and non-deterministic formula fields.
Indexed fields - how is created and how does it help?
LIST VIEW FIELDS Reducing the number of fields displayed will improve performance, particularly formula fields. USING DATE AS FILTER Use relative date values in filters for smaller date ranges. FILTER OPERATOR 'AND' and 'EQUALS' operators will have better performance than 'OR' and 'CONTAINS'
List View Configuration
RELATED LIST COMPONENT The Related Lists component can be moved to a secondary tab, or the Related List (singular) component should be used instead. The number of related lists must be kept to three or fewer. PAGE ELEMENTS Page elements like fields, related lists, and custom components can be separated into different tabs. CONSOLE NAVIGATION The use of console navigation can be considered. Console navigation is a tab-based workspace that can perform faster for certain user flows, particularly in multitasking.
Name UI Configuration Best Practices
VIEW AGENT INFO It allows agents to view the agent name, status, skills, work items, workload, and capacity TABS Omni-channel supervisor will show both queue-based routing and skills-based routing in separate tabs
Omni Channel supervisor can (name the features)
1. inbound 2. outbound 3. INTEGRATION 4. CALL TRANSLATION 5. CTI ADAPTER
Open CTI Architecture Explained 1. _______________ FLOW The general _____________ flow is a call is routed through the telephony system to the CTI adapter in Salesforce and then to the agents softphone embedded in Salesforce. 2. _______________ FLOW The general ________________ flow is an agent initiates a call from the softphone, it is routed through the CTI adapter and telephony system to the recipient. 3. ___________________ Open CTI can work with an on premise or cloud-based telephony system. 4. __________________________ Calls are translated into request and response in XML formats and communicated by the adapter through REST API calls to the vendor's phone system. 5. _______________________ A _______________________ communicates with the telephone system and softphone on Salesforce
CONFIGURE Configure requirements using declarative tools from the Setup menu. BUY Purchase and install packages from the AppExchange. BUILD Build codes using programmatic tools.
Options for Extending Salesforce There are certain business needs that require additional customizations. What are the three options that can help with extending the capability of Salesforce:
Quick Text
Predefined text blocks can be created so agents don't need to enter repetitive text.
PRODUCT & ASSETS
Products purchased by customers or Assets can be linked to maintenance plans, entitlements, work orders, and more
data-tiering
Records can be stored across a number of objects and only accessed when required. This type of method is referred to as a ________________ strategy
DATA AGGREGATION Report design should consider aggregating data at the parent level instead of relying on relationships and roll-up summary fields to optimize performance,if large data volumes are expected. REPORT FILTER Performance will be better if report filters arecreated on fields that are indexed. QUERY Report performance can be optimized by reducing the number of fields and records to be queried, which can be achieved by archiving or deleting data and emptying the recycle bin. OBJECT RELATIONSHIP Relationships used to generate reports should beminimized
Report Design The following are some of the considerations when designing a report:
PRIVATE SHARING Ensuring only appropriate objects have private sharing can improve org performance. NESTING Sharing can be optimized by ensuring nesting of roles, groups territories is limited SHARING COMPUTATION To avoid sharing computations, any user should not own more than 10,000 records
Salesforce data sharing: Best practices
❖INBOUND CALL Screen pop for inbound calls contains caller ID, dialed number, origination telephone number, information entered in IVR and other customer information. ❖OUTBOUND CALL Screen pop for outbound calls contains information sent to outbound dialers as part of customer call record.
Screen pop calls can be configured for what kind of calls?
RULE LIMITS A number of limits exist for assignment, auto-response, and escalation rules.For example, there can only be 50 rules per object which applies to any combination of active workflow, assignment, auto-response, and escalation rules, as well as processes. UI DEPENDENT FEATURES Lightning Experience increasingly offers features and functionality that are not available in Salesforce Classic, e.g., Case Path and Lightning Flow.Some features are partially supported in Lightning Experience, e.g., custom keyboard shortcuts CONTACT ROLES Case contact roles can be set up to associate multiple contacts to a case. EMAIL TEMPLATES Email Templates should be created for notifications, such as an email that notifies customers that their online case has been received. RELATIONSHIP FIELDS Lookup and master-detail relationships can be created to link the Case object with other standard and custom objects in Salesforce. QUICK TEXT & MACROS Quick Text and Macros are typically used to improve productivity of support agents. VALIDATION RULES Required fields and validation rules can be utilized on the Case object to ensure data quality. REPORT TYPES Various custom report types, such as 'Cases a
Service Cloud Design Considerations- List them
Changing a sharing rule forces Salesforce to recalculate all sharing access to the object affected. Group membership and sharing rule calculations can be suspended when performing a large number of configurations. If there is large data volume in affected object, the re-computation could take a long time, causing inconsistent behavior to end users. Implementing sharing rule changes is best done after office hours or on the weekend. Calculations can be resumed during maintenance period. Sharing rule calculations can be deferred.
Sharing rules
Social media
Social Customer Service allows case creation from social media posts written by customers Support Channels
The implementation of CTI (Computer Telephony Integration) allows integrating an existing telephony system used by an organization with a computer. Open CTI is supported for both Salesforce Classic and Lightning Experience. Salesforce Call Center can be integrated with third-party CTI systems through Open CTI, which is a JavaScript API that can be used by developers and partners to build a CTI implementation.
The CTI Implementation?
COLUMN FILTERS Agents can be filtered using column filter(s). For example, to show only online agents, the Status column filter can be used. Skills can also be filtered, but in Skills Backlog and Agent Summary tabs. DEFAULT BEHAVIOR By default, offline, busy, and online agents appear in the Omni Supervisor.
The Omni Supervisor Agents tab can be used to see agents' online and offline status durations and their assigned work capacity, plus manage their queues and skills. What else can you do with the tab?
Omni-Channel
The ____________ widget can be found in the Salesforce console utility bar. It is where agents can change their presence status and triage their incoming work assignments.
SALESFORCE OPTIMIZER Salesforce optimizer can be run to get recommendations for feature improvement, clean up customizations, reduce complexity, and drive feature adoption TEST PERFORMANCE The orgs performance can be measured by running the Salesforce Performance Test. To run the test, the users can append speedtest.jsp their org's domain
The user interface configuration can impact the org performance. what tools to use to improve or optimize
Assignment Rules
These can be used to automatically assign incoming cases to agents.
Typical Features of CTI: Agents can receive, call or transfer calls through their browser Embedded softphone Click-to-Dial Screen Pop Automatic call logging Outbound calling from a list view to call a large number of customer
Typical features of the call center?
EXTERNAL WEBSITE An external website can be made to look like part of Salesforce UI. Salesforce only displays the records which are actually stored in an external system. SALESFORCE CONNECT Salesforce Connect can be used to create external objects in Salesforce which can contain metadata for displaying records from external sources
View external data within Salesforce
OBJECT ACCESS Object-level and field-level security can be set up using profiles and permission sets to provide access to support-related objects such as Cases. RECORD ACCESS Record-level access can be set up through organization-wide default sharing settings. SURVEY Surveys can be sent for free. Users with the permission 'View Setup and Configuration' enabled on specific profiles can create and send surveys. SERVICE CONSOLE A Service Console can be configured with various components for support agents for more efficient case management.Service Cloud Solution Design Capabilities LIGHTNING PAGE LAYOUT Lightning page layouts can be createdfor cases with standard, custom or AppExchange Lightning components (such as Knowledge, Chatter, Case Path, Activities, utility bar, actions and more). CASES Cases can be customized with fields and page layouts according to business requirements to track customer issues. AUTOMATION Automation rules and queues can be created to prioritize, distribute, assign to, and escalate cases.Service Cloud Solution Design Capabilities
What are some of the service cloud design capabilities?
OPEN CTI FEATURES .❖Features include customizable softphone with call-control tools, third party softphone, multi-channel API, and single code base .❖DESKTOP COMPONENT INSTALLATION Desktop component is not required. ❖CALL CENTER DEFINITION A Call Center definition file is required for a custom softphone with Open CTI
What are the benefits and features of Open CTI?
Benefits of CTI Implementation -The use for Open CTI for CTI implementation allows seamless integration between Salesforce and the telephony system without installing a CTI adapter on user machines. -Open CTI is browser and platform agnostic, which means that it allows users to make calls from any browser and platform of their choice. -Browser-based calling offers an integrated experience using a single user interface, which eliminates the confusion caused by multiple windows or applications. -Developers can create customizable soft phones and call-control tools that function as fully integrated parts of Salesforce and the Salesforce console. -The productivity of support agents is increased due to enhancements such as click-to-dial, automatic call logging and recording, automatic dialing, and screen pop. - Call handle times are reduced because support agents have immediate access to customer information in Salesforce. - A CTI implementation that uses Open CTI typically allows viewing reports and dashboards to monitor, measure and optimize contact center performance through key metrics
What are the benefits of CTI Implementation?
Archive data regularly Keep the Recycle Bin empty Use Selective Queries Use Bulk API to hard delete large number of records
What are the following steps can be used to reduce the number of records to process in an operation:
FUNCTION It combines fields from the table that contains standard fields and the table that contains custom fields into a new table to avoid joins. SUPPORTED OBJECTS It can be created on Account, Contact,Opportunity, Lead, Case and custom objects. LIMITATION Skinny tables cannot contain fields from other objects. ACTIVATION It can be enabled by contacting Salesforce Support.
What is the function of skinny tables and what objects are supported?
PROFILE REQUIRED ❖Standard user ❖System administrator ❖Contract manager ❖Marketing user
What profiles to use to create surveys?
Sales Dialer provides a way to provision numbers and make calls directly from Salesforce, connecting the user and customer. If you already have a telephony system in place, Open CTI is the way to go since it integrates to that existing system.
Whats the difference from Sales dialer and Open CTI?
WORK ORDER ROUTING
Work orders can be routed to field service workers through business routing rules or Omni-Channel flows.
SOS
_____ provides an in-app channel with video conferencing, screen sharing, and guided assistance. Note: Set to retire at client order end date Support Channels
Web
_______-to-Case can be utilized to capture information provided by customers in web forms and automatically convert them into cases Support Channels
________-to-Case or On-Demand _______-to-Case can be utilized to automatically convert emails from customers into cases Support Channels
KNOWLEDGE
__________ can be set up to give support agents and customers information about various aspects of product support.
Call Activity Report
___________ Report that tracks the call result and call duration per agent's call. Call Report Examples
Call stats
___________ are recorded which will help in analyzing contact center metrics. Call Report Examples
Case Path
___________ can be added as a component to a Lightning Experience case detail page to set up a workflow for agents. Guidance for Success and Key Fields can be added to each stage.
Call note
___________ is a dedicated feature wherein agents can jot the important details of their transaction with a customer.
Open CTI
_________________ is a Javascript API that allows direct interaction between a telephony system & browsers. ❖INTEGRATE WITH SALESFORCE It allows building of CTI systems that integrate with Salesforce without the use of CTI adapter. ❖SOFTPHONE It is an embedded softphone in Salesforce service console app. ❖OPEN CTI APIs There are separate Open CTI APIs for Salesforce Classic and Lightning Experience.
Service Cloud Voice
_________________ is used for agents to make and answer calls to resolve issues that customers have directly from Service Console
Omni-channel Supervisor
__________________ can be used to monitor agent workloads and the work items that are routed by Omni-Channel.
Social Customer Service
___________________ allows support agents to manage customer service through social media by creating cases directly from social media posts.
Queue-Based Routing
____________________ can be used to push the most important work items to the most available agents. In Omni Channel Supervisor, supervisors can adjust queue assignments and put the agents where they're needed the most. The work items with high-priority value will be pushed to agents.Then, items are routed based on how long they have been in the queue. Queue-Based Routing supports Chat, Messaging, and Phone.
Skills-Based Routing
____________________ can be used to route work to the agents who have the skills necessary to do the work. It also allows agents to quickly transfer work items to other agents, queues, or skills. Records of cases, leads, orders, work orders, and custom objects canbe routed using Skills-Based Routing. Skills-Based Routing also supports Chat and Messaging. A skill can be set as an 'additional'. Additional Skills are dropped after the specified timeout and still no agent with the required skill is available to accept the work. The order in which skills are dropped depends on the priority valueset for each skill. Lower priority-value skills, for example 0, aredropped last. Higher priority-value skills are dropped first
Secondary Routing Priority
________________________ moves a work item forward in a queue over older items and resolves conflicts across queues for items with the same routing configuration priority.
'MY WORK' TAB
____________tab can be used to view work items that the agent has accepted
LOAD SEPARATELY The User Interface setting 'Enable Separate Loading of Related Lists' will allow detail pages to load faster. INDEXES Indexes on fields used as list view filter criteria can be used to improve performance.
how to optimize list views
❖EFFICIENCY Efficiency will be improved as the agent does not have to search for the customer record. ❖CUSTOMER SATISFACTION Customer experience will be improved as the agent can better address the caller. ❖ACCESS TO INFORMATION Customer and related information can be displayed immediately.
what are the screen pop benefits?
The following softphone features are mostly available in different CTI systems: Records call information such as duration Single application for inbound and outbound calls Call control - dial, answer, hold, transfer, conference and end calls Displays incoming number details Selection of post call wrap up codes Agent availability control, e.g., available to take a call or not Automatic call logging - log calls as activities, add notes and record wrap up codes
what are the softphone features?
