Service Cloud
Service cloud for Lightning experience
Service Cloud = easy-to-use customer service application that can help you provide and track
excellent service. It keeps your customers happy and your support team sane for all
channels.
Service objects: Case, Knowledge, Service Contract, Entitlement
A case is a customizable record in Salesforce: description of customer feedback, problem,
question
Case Management: All unifying information about a customer is stored on a case (account,
contact, product, history data)
Channels: Whether the case arrived by email, web-to-case, social media,
a support agent can quickly respond to it from the console.
Automatic Workflows: When a case arrives, its information is automatically assessed and
routed to the right people to match any custom workflows set up for your team.
Knowledge Base: store articles or answers related to cases to speed up service share it eg.
let customers find answers on their own from self-service community.
Instant Metrics: Info about cases is available in service-metrics to gauge your business’s
response times, resolution times (resolve a request), and overall service health in dashboard
Use data to identify strengths and gaps; and make decisions on faster service.
Mobile & Field Service Ready: All of your business data, customized processes, unique
workflows come together in one place and see it on your mobile phone
Service for Everyone: SF is committed to providing accessible products for all individuals
Automatic Updates for the Future: With each Salesforce release, you automatically get the
latest technologies including AI for predictive service and AppExchange to help your team
Create a case
Lightning experience > click on new case (name, subject, description) > save
Add your comments to case’s feed: select post > share
Service setup
Service Setup is where you connect your customers to your service center. Think of it as a
dashboard for all things service: turn emails into cases, integrate with Twitter, create a web
community, monitor service performance
Configuration actions
App settings: Appearance of service console, add company’s brand, remove tools from utility
bar: Service setup > app manager > service console: edit > app settings
Support settings:
ensure every case gets assigned to a valid Owner define the default case owner
enables case feed actions and feed items cases will use feed layouts rather than standard
page layouts
General setup process
, 1. Automate case management—Route customer questions, comments, and feedback to the
right people
2. Add multiple channels—Sync all your channels to a service console so that your team can
respond to customers anywhere.
3. Capture knowledge— store all useful information in an easy-to-search Knowledge base
4. Expand efficiencies with AI to streamline more tasks and predict service before it’s needed.
Service Cloud basics
The Service Cloud platform brings
• 40% increase in agent productivity
• 41% faster first contact resolution
• 34% increase in customer retention
360-degree customer view from a single screen on the Service Console:
The Service Cloud platform connects sales, marketing, customer service
Sales departments require a view into service departments to glean new customer insights.
Service agents need info (transactional history) to answer customer questions
Agents are pushed relevant knowledge from across org (key articles, topics, advice
from experts, customers' past preferences to offer personalized incentives)
Agents can connect with customers on any channel the customer chooses
Proactively see when a product is due for service
Process for managing support cases
Support process (product SP, inquiry SP)
Setup > support processes > new > existing: master > leave Case Status section as is
add picklist values to standard type filed: field & relationships > Type > picklist values
Create Case Page Layouts
Case page layouts > new > existing page layout: none > select Feed-Based layout > save >
drag product, type into Case Detail section > layout properties > under case assignment:
select show on edit page and default
Create product support Record type
Case > record types > new > existing: master – support process > click active > select make
available > apply one layout for all profiles: Case layout > Picklist available for editing: edit
type
Create a new user using Lightning setup flow
Service setup > Add Your User: get started > (Email – username – first/last name – Profile)
finish > setup > profile > custom: support profile: edit > in administrative settings: select
Lightning Experience User
,Customize Case Status picklist values
Service setup > Customize Case Status > enter new status value > add
Add products to the product field picklist for product support cases
Service setup > view all > click to customize case > fields & relationships > product > under
values: new > deactivate other values
Integration and Data management (5%)
Integration of data and business process with other systems/third-party applications
Integration patterns
• Batch data synchronization: data from external system via third party ETL
imported into SF and data from SF exported to data warehouse
• Remote system: can call into SF to query and update data in real time
via SAOP/REST API
• Mashup: External system’s website can be made to look like part of SF by adding it
to a web tab or page layout to access info from the external system
SF Connect: create external objects to modify external data
Batch data synchronization
Large amount of data imported (nightly/weekly) or exported (daily/weekly) in batches
Third party ETL (Extract, Transform, Load) tool used for data export or import
Ensures that imports/exports not interfere with end-user operations during business
hours
EXTERNAL SYSTEM (source data) export customer info THIRD-PARTY ETL import data as
leads SF (Leads)
Case records stored in SF need to be exported to data warehouse and customer info need to
be imported in SF from an external order management system on nightly basis
Remote Process Invocation: Request and Reply
SF calls a remote system to create or update data but wait for a reply
Remote Process Invocation: Fire and Forget
SF calls remote system to create or update data but NOT wait for reply or processing to
complete because remote system hands control back to SF before it begins to process the
message
Remote system can optionally update SF in a separate transaction
, Workflow-drive outbound messaging: send info asynchronously to endpoint URL that
belongs to remote system:
SF (workflow rule is triggered when record is created or updated) endpoint URL WFM
(external workforce management system)
Remote Call-in
Remote system can create, query, update, delete data stored in SF using SOAP or REST API
(optional: Bulk API for loading large sets of data, Apex REST for full transactional support)
Cases are managed in external system: case status is changed in system, the corresponding
case record in SF needs to be updated remote call = remote system can call into SF to
query and update data in real time
Quick-view-only access to external database use SOAP or REST API to integrate with
external database with SF and display data in SF via Visualforce page
UI Update based on data changes
UI can be updated in real time when an event occurs in SF
PushTopic detects the change and send push notifications based on data changes (when
records are updated)
Create Visualforce page to make notifications visible to users
Allow managers to receive notifications without reloading the UI when a user updates a case
record: USER PUSHTOPIC CHANNEL subscribed UI displays notification USER
(MANAGER)
Mashup
External system’s website or portal can be made to look like part of SF by adding it to a web
tab or page layout to access info from the external system
mashup integration on account page to a third-party mapping service: agents will be
provided with a map of their customers location based Shipping Address of Account record
Data from external system is not stored in SF
SF Connect: create an external data source and external objects for the records in external
system External objects can be enabled in external data source to allow modification of
external record
Sales order from SAP can be accessed real-time and modified directly in SF using SF Connect:
USER (request SAP records) SF Connect SAP: ORDER MANAGEMENT SYSTEM
SAP SF Connect (retrieves records from SAP) USER (view SAP records)
Service cloud for Lightning experience
Service Cloud = easy-to-use customer service application that can help you provide and track
excellent service. It keeps your customers happy and your support team sane for all
channels.
Service objects: Case, Knowledge, Service Contract, Entitlement
A case is a customizable record in Salesforce: description of customer feedback, problem,
question
Case Management: All unifying information about a customer is stored on a case (account,
contact, product, history data)
Channels: Whether the case arrived by email, web-to-case, social media,
a support agent can quickly respond to it from the console.
Automatic Workflows: When a case arrives, its information is automatically assessed and
routed to the right people to match any custom workflows set up for your team.
Knowledge Base: store articles or answers related to cases to speed up service share it eg.
let customers find answers on their own from self-service community.
Instant Metrics: Info about cases is available in service-metrics to gauge your business’s
response times, resolution times (resolve a request), and overall service health in dashboard
Use data to identify strengths and gaps; and make decisions on faster service.
Mobile & Field Service Ready: All of your business data, customized processes, unique
workflows come together in one place and see it on your mobile phone
Service for Everyone: SF is committed to providing accessible products for all individuals
Automatic Updates for the Future: With each Salesforce release, you automatically get the
latest technologies including AI for predictive service and AppExchange to help your team
Create a case
Lightning experience > click on new case (name, subject, description) > save
Add your comments to case’s feed: select post > share
Service setup
Service Setup is where you connect your customers to your service center. Think of it as a
dashboard for all things service: turn emails into cases, integrate with Twitter, create a web
community, monitor service performance
Configuration actions
App settings: Appearance of service console, add company’s brand, remove tools from utility
bar: Service setup > app manager > service console: edit > app settings
Support settings:
ensure every case gets assigned to a valid Owner define the default case owner
enables case feed actions and feed items cases will use feed layouts rather than standard
page layouts
General setup process
, 1. Automate case management—Route customer questions, comments, and feedback to the
right people
2. Add multiple channels—Sync all your channels to a service console so that your team can
respond to customers anywhere.
3. Capture knowledge— store all useful information in an easy-to-search Knowledge base
4. Expand efficiencies with AI to streamline more tasks and predict service before it’s needed.
Service Cloud basics
The Service Cloud platform brings
• 40% increase in agent productivity
• 41% faster first contact resolution
• 34% increase in customer retention
360-degree customer view from a single screen on the Service Console:
The Service Cloud platform connects sales, marketing, customer service
Sales departments require a view into service departments to glean new customer insights.
Service agents need info (transactional history) to answer customer questions
Agents are pushed relevant knowledge from across org (key articles, topics, advice
from experts, customers' past preferences to offer personalized incentives)
Agents can connect with customers on any channel the customer chooses
Proactively see when a product is due for service
Process for managing support cases
Support process (product SP, inquiry SP)
Setup > support processes > new > existing: master > leave Case Status section as is
add picklist values to standard type filed: field & relationships > Type > picklist values
Create Case Page Layouts
Case page layouts > new > existing page layout: none > select Feed-Based layout > save >
drag product, type into Case Detail section > layout properties > under case assignment:
select show on edit page and default
Create product support Record type
Case > record types > new > existing: master – support process > click active > select make
available > apply one layout for all profiles: Case layout > Picklist available for editing: edit
type
Create a new user using Lightning setup flow
Service setup > Add Your User: get started > (Email – username – first/last name – Profile)
finish > setup > profile > custom: support profile: edit > in administrative settings: select
Lightning Experience User
,Customize Case Status picklist values
Service setup > Customize Case Status > enter new status value > add
Add products to the product field picklist for product support cases
Service setup > view all > click to customize case > fields & relationships > product > under
values: new > deactivate other values
Integration and Data management (5%)
Integration of data and business process with other systems/third-party applications
Integration patterns
• Batch data synchronization: data from external system via third party ETL
imported into SF and data from SF exported to data warehouse
• Remote system: can call into SF to query and update data in real time
via SAOP/REST API
• Mashup: External system’s website can be made to look like part of SF by adding it
to a web tab or page layout to access info from the external system
SF Connect: create external objects to modify external data
Batch data synchronization
Large amount of data imported (nightly/weekly) or exported (daily/weekly) in batches
Third party ETL (Extract, Transform, Load) tool used for data export or import
Ensures that imports/exports not interfere with end-user operations during business
hours
EXTERNAL SYSTEM (source data) export customer info THIRD-PARTY ETL import data as
leads SF (Leads)
Case records stored in SF need to be exported to data warehouse and customer info need to
be imported in SF from an external order management system on nightly basis
Remote Process Invocation: Request and Reply
SF calls a remote system to create or update data but wait for a reply
Remote Process Invocation: Fire and Forget
SF calls remote system to create or update data but NOT wait for reply or processing to
complete because remote system hands control back to SF before it begins to process the
message
Remote system can optionally update SF in a separate transaction
, Workflow-drive outbound messaging: send info asynchronously to endpoint URL that
belongs to remote system:
SF (workflow rule is triggered when record is created or updated) endpoint URL WFM
(external workforce management system)
Remote Call-in
Remote system can create, query, update, delete data stored in SF using SOAP or REST API
(optional: Bulk API for loading large sets of data, Apex REST for full transactional support)
Cases are managed in external system: case status is changed in system, the corresponding
case record in SF needs to be updated remote call = remote system can call into SF to
query and update data in real time
Quick-view-only access to external database use SOAP or REST API to integrate with
external database with SF and display data in SF via Visualforce page
UI Update based on data changes
UI can be updated in real time when an event occurs in SF
PushTopic detects the change and send push notifications based on data changes (when
records are updated)
Create Visualforce page to make notifications visible to users
Allow managers to receive notifications without reloading the UI when a user updates a case
record: USER PUSHTOPIC CHANNEL subscribed UI displays notification USER
(MANAGER)
Mashup
External system’s website or portal can be made to look like part of SF by adding it to a web
tab or page layout to access info from the external system
mashup integration on account page to a third-party mapping service: agents will be
provided with a map of their customers location based Shipping Address of Account record
Data from external system is not stored in SF
SF Connect: create an external data source and external objects for the records in external
system External objects can be enabled in external data source to allow modification of
external record
Sales order from SAP can be accessed real-time and modified directly in SF using SF Connect:
USER (request SAP records) SF Connect SAP: ORDER MANAGEMENT SYSTEM
SAP SF Connect (retrieves records from SAP) USER (view SAP records)
