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What’s Possible
with Customer Service in Salesforce
What Are We Covering?
What is Service Cloud?
Email-to-Case
Web-to-Case
Lightning Console
Omni Channel/CTI/Live Agent
Entitlements
Knowledge
What is Service Cloud?
Service Cloud
Service Cloud is built on the Salesforce Customer Success Platform, giving you a 360-degree view of your customers and enabling you to deliver smarter, faster, and more personalized service.
With Service Cloud, you can automate service processes, streamline workflows, and surface key articles, topics, and experts to transform the agent experience. Connecting one-to-one with every customer, across multiple channels and on any device, was never easier.
Email-to-Case
Email-to-Case
Email-to-Case helps your company efficiently resolve and correspond with customer inquiries via email. Salesforce automatically creates cases and auto-populates case fields when customers send messages to the email addresses you specify.
What is Email-to-Case?
Email-to-Case
• Available to both Sales Cloud and Service Cloud license types
• Two (2) Setup Options• Option 1) Setup an “agent application” that runs on a
server within your network that will route appropriate emails to Salesforce.
• Option 2) Define email addresses that will be forwarding emails to Salesforce through On-Demand Email-to-Case.
Availability/Options
Email-to-Case
Details 1) Email-to-Case 2) On-Demand Email-to-Case
Business case: Keep email traffic inside your network’s firewall and accept emails larger than 25 MB
Keep email traffic outside your network’s firewall and refuse emails larger than 25 MB
Set up: Requires you to download and install the Email-to-Case agent on your local machine to turn emails into cases
Requires you to set up Salesforce Apex email services to turn emails into cases
Maximum number of emails converted to cases each day:
2,500 Number of user licenses multiplied by 1,000, up to a daily maximum of 1,000,000
Email size limit, including header, message, and attachments:
Over 25 MB Under 25 MB
Limitations of each Option
Email-to-Case
• Before you enable Email-to-Case, Support Settings• Set a Default Case Owner in case of any automation
assignment issues
• Set an automated Case User
• Other Considerations• Create a default email template for the automated
notification that will be sent to your customers when they submit an email.
• Create case queues if you wish to assign incoming cases to queues as well as to individual users.
Setup
Email-to-Case DEMO
• Email sent to: [email protected]
• Auto response Email
• Review Case in Salesforce and send a manual email response
• Will also show some of the configuration options
Demo: Email to Case to LVP Cycles
Web-to-Case
Web-to-Case
Gather customer support requests directly from your company’s website. This can help your organization respond to customers faster, improving your support team’s productivity.
• Create a simple public case submission page on your own website with your own branding and styling.
• Web To Case works by generating a snippet of HTML for you.
What is Web to Case?
Web-to-Case
• Create custom case fields, if needed.• Create a default email notification template• Create case queues if you wish to assign
incoming cases to queues as well as to individual users.
• Customize Support settings to select the default owner of cases.
• Create an active case assignment rule to determine how web-generated cases are assigned to users or put into queues
Prerequisites: Before you set up Web-to-Case
Web-to-Case
Limitations• Web To Case is limited to receiving 5000 cases
per day. • Attachments are not supported• Whenever possible, Web-generated cases are
automatically linked to the relevant contact and account based on the customer’s email address.
• Salesforce runs field validation rules before creating records submitted via Web-to-Case and only creates records that have valid values.
• Web To Case is solely a tool for the initial submission of cases
Web-to-Case DEMO
See Cases Generated
• Web-to-Case HTML Builder
• Example Basic Web-to-Case
• Example Formatted Web-to-Case
Demo #2: Web to Case
Web-to-Case
Other Options
• Build a force.com Site Page• Robust Page creations interacting with
Salesforce data• More than 5000 cases• Allows Attachments
• Use Communities (Session Later today)• Customers can track/update cases• Browse Knowledge• Share information with Chatter
Lightning Console
Lightning Console
The Lightning Service Console make it easier for sales reps and support agents to spot the information they need to get their jobs done faster.
What is it?
Lightning Console
• Work with many records simultaneously
• View most recently used tabs and bookmarks
• Resize pinned lists to see more information
• Navigate more quickly using keyboard shortcuts
• Work across multiple monitors
Key Features
Lightning Console
Omni Channel
Omni-Channel
Omni-Channel is a comprehensive customer service solution that lets contact centers push work to their agents in real time.
What is it?
Omni-Channel
Open CTI uses browsers as clients. With Open CTI, you can make calls from a softphone directly in Salesforce without installing CTI adapters on your machines. After you develop an Open CTI implementation, you can integrate it with Salesforce using Salesforce Call Center.
Example Channel: Open CTI
Omni-Channel
Salesforce Live Agent is a native Salesforce tool that provides the ability to communicate in real-time with your web site users.
Example Channel: Live Agent
DEMO: Omni-Channel
Demo of Omni-Channel with Live Agent Chat
Omni-Channel Supervisor
Entitlements
Entitlements
What is it?
Are a group of Salesforce features that help you enforce service level agreements (SLAs), which are contracts that spell out the level of service you’ve promised to your customers.
Entitlements
• You can associate entitlements with accounts, assets, contacts, and service contracts. For example, a phone support entitlement can be added to an account.
• When a contact from that account calls your service department, support agents can quickly verify that they’re entitled to phone support.
• Entitlements are units of customer support in Salesforce, such as “phone support” or “web support.” They’re typically used to represent terms in service agreements.
DEMO: Entitlements
Knowledge
Knowledge
What is it?
Salesforce Knowledge lets you create and manage your company information and securely share it when and where it is needed.
Knowledge
How Can it be Used?
• Maximize agent productivity - With a cloud-based knowledge base embedded right into the console, agents can easily find, access, and deliver the right answers to customers. Sharing knowledge to any channel or device is only one click away. Better still, agents can contribute to the knowledge base to ensure that the best answers are always accessible to the whole team.
• Help customers help themselves - Extend your knowledge base to your service website, whether it’s a secure customer (or partner) portal, part of your public site, or integrated into a public customer community. And to ensure an effortless customer experience, knowledge is accessible from any mobile device.
• Streamline your knowledge management process - Apply industry best practices and ensure the accuracy of articles with the first KCSv5 verified knowledge management and incident management solution.
KnowledgeExample: Attach to a Case in Service Console
DEMO: Knowledge
Reference Links
• Email to Casehttps://help.salesforce.com/articleView?id=customizesupport_enabling_email_to_case.htm&type=0&language=en_US&release=206.19
• Web to Casehttps://help.salesforce.com/servlet/servlet.FileDownload?file=015300000036A6eAAE
• Entitlement Auto assign Trigger https://developer.salesforce.com/page/Default_Entitlement_on_Case_with_Triggershttps://help.salesforce.com/articleView?id=entitlements_setting_up_entitlement_management.htm&type=0
• Omni Channelhttp://resources.docs.salesforce.com/206/19/en-us/sfdc/pdf/service_presence_administrators.pdf
