Service Cloud ALL SOLUTION 100% CORRECT SPRING FALL-2023/24 GUARANTEED GRADE A+

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. 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 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. 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 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. 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. 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. 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. 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 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. Automation within case management accomplishes what? Guaranteed delivery of important issues to the right people at the right time Faster resolution Happier customers What are the 5 main case automation tools? Queues Assignment Rules Auto-response rules Escalation rules Macros Queues Automatically prioritize your support team's workload by creating lists from which specific agents can jump in to solve certain types of cases. Assignment Rules Automatically assign incoming cases to specific agents so that the right people work on the right cases. Auto-Response Rules Automatically send personalized email responses to customers based on each case's details. Escalation Rules Automatically escalate cases to the right people when the cases aren't solved by a certain time. Macros Automatically complete repetitive tasks on cases, such as selecting the right email templates, so that agents can spend time doing more important things. 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. 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! 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 determines which you use for email to case? Your company's email security policy and email attachment size preferences Four main types of advanced channels? Call centers Live Agent Communities SOS 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. 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. When components are added to page layouts, they appear? in sidebars alongside specific records in the console, such as cases 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 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. 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 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. CONTINUED...