Now we're going to learn what are all the service cloud solutions that we can use and apply to the customer's business to cater to their requirements. And this will show you how you can use service clouds and in what scenarios and in what use cases.

Typical Phases of a Consulting Engagement and Creating Custom Objects and Fields

So as the name suggests, Service Cloud is a customer service oriented application or a product. Now, when we talk about customer service, the first thing that comes into mind is a customer query being routed to a support agent, and that resolves into a case. Case is a standard object in Salesforce, which is heavily used in service cloud. And regardless of how a customer contacts you, their requests for help arrives.

As a case in Salesforce. You can also create cases with a few clicks and cases, track everything about customer issues and helps you see a complete view and history of each customer so you can personalize responses as soon as possible. Then knowledge articles. Now knowledge articles are basically the knowledge base that you have created to help your service agents close case faster. And knowledge articles can include answers to frequently ask questions, service procedures, and the most frequently asked questions about your products and services that you know are very common queries.

Designing a Case Management Solution

Then service console is used to maximize productivity and you can switch to the service console helpdesk to juggle between the incoming cases and multitask issues across different channels simultaneously. Service console is an application that has a very interactive user interface that lets you service agents juggle between work very efficiently. Then how Salesforce improves service agent productivity. Now support all channels from one screen, as I've previously told you.

Case Assignment Design Considerations

Service console helps improve service agent productivity by giving them all the channels right there in one screen and route tissues to the right person. The case routing rules and case escalation rules are just some of the automations that will help your service agents be more productive, as this will ensure that the correct cases are routed to the correct agent. Then the last is tracked. Key metrics for improvement. Everything that your service agents do on the case object or any other relevant objects and force. All that data is right there for you to gain intelligence out of using reports and dashboards. Service cloud can be used as an incident management.

Creating Omni-Channel Permission Sets

Now, incident management is a service cloud solution that helps your team track large scale disruption and delegate task to the right experts. Now, suppose you're an organization who build websites for your customers. Now, if there's a glitch or if there's an incident happened on a website that caused a disruption, then the customer will contact you and then you can create a case. Similar kind of disruptions. You are getting it from various clients and your service agents are continuously creating cases for all those customers.

For all those cases, you can create an incident record and assign an engineer to solve that. And then once it resolves, then you can mark all your cases as closed. So with the built in fields, layouts and best practices, incident management helps your service teams respond to any disruption and keep your customers informed at all times. And with release management features, your team can implement changes to prevent the problems from happening again. Now, this will give you an idea about how incident management fits in the whole service lifecycle.

Adding Fields to Page Layouts and Related Lists for Improved Usability

So we have a customer who raises a query to the service agents which will create cases in your salesforce. Now, multiple cases for one single problem, you can create an incident for it and then you can assign someone to rectify the problem, and then you can raise a chain request to the customer to solve this issue. So some of the major incident management objects are incident, which is a record to track and identify the disruption impacting a large number of customers. Some of the fields that you can use in the incident field is status. What is the status of this incident? What is the priority and the description of this incident? Then the problem is another object which is related to an incident. And this record will be used by managers and experts to collaborate on root cause analysis. Then after the root cause is identified, you can create a change request to deploy the fix and resolve the issue. Now what is omnichannel? Now omnichannel and Salesforce lets you apply consistent business practices to incoming work items for your agents, regardless of the work item.

Log a Call Activity Management and Call Disposition Design

You can use your own website to create cases directly from your website to Salesforce. That is one channel. Another channel can be WhatsApp message, where customers can simply write a WhatsApp message and a case gets auto created in Salesforce or even SMS or phone call or simple email. And you can configure omnichannel in such a way that the most qualified available support agents will get the correct cases so that each and every agent can have equal amount of work. Or you can define skill based routing so that so that based on a particular skill of your agents, they can handle a particular type of cases. No knowledge is a standard object and a feature in Salesforce that puts organizational knowledge into a repository.

Enabling Entitlement Management for SLA Driven Case Management

All your service agents have one quick place to go to to learn and see the commonly asked questions and answers to how to dos in your central repository. Which helps you to train new agents quickly and lower the training burden for existing agents as well. Knowledge base will help you service agents productivity as they don't have to necessarily try to dig into the past cases or just try to rely on any other agent to answer the query. Salesforce automatically recommends various knowledge articles to the service agent based on the subject of the case. So just after the creation of the cases, Salesforce will put out the knowledge articles, write to the service agent for them to quickly see and close the case. Then we have the survey feature.

Now, surveys are used mostly by the organizations to collect data from customers, employees or other people whose feedback is needed. So that they can improve upon the product, service or operations. Now sales force surveys that can be used and is a very intuitive method where you can create survey links and web pages, send it to your customers to fill. Now, surveys use a variety of question types to collect that information and feedback that your organizations seek. You can use a question's properties to even indicate whether the question is required and to add a description field to a question. Now let's try and understand what is CTI communities and field service feature in service Cloud.

Case Resolution Design Considerations – Case

Now, CTI can also be referred to as computer telephony integration, and it's basically the integration between your service cloud and the telephony system that lets your service agents make phone calls right from their Salesforce application. Now many cities offer connecting adapters, which you can configure with Salesforce settings, so that using Salesforce you can make and receive calls. The customer data that's associated with an incoming phone number automatically pops up onto the agent screen and they have the option to either accept or decline it. Agents will have everything that they need to help the customers right on the screen. And there will be no more time spent searching, scrolling or clicking for customer information anywhere else in Salesforce.

Then another product is communities or experience cloud experience. Cloud makes it easy to create website experiences, engage customers and empower your partners. Now using community sites, you can create interactive web pages and websites for your customers, which they can use to either create a global community for their products or service. Much like the Trailblazer community of Salesforce. You can create multiple experiences for specific needs, extend business processes, integrate data from third party providers, and use themes and templates to create beautiful branded experience websites. Then we have field service. Now, field service features includes service and dispatcher consoles. You can use field service to schedule and optimize your field service agent's work, and it's all available on the mobile app so your mobile workforce can simply use their handheld devices to manage their work. Using field service, you can track inventory and when stock. So your mobile workforce has what they need. When they're at customer site, you can plan, perform and track all your field service work from installations to repairs and even maintenance. Org. So first of all, let's go to this URL developer dot Salesforce.com here. You will be able to sign up for a new developer account for your practice. So once the page loads, simply click on the sign up button.

Improve Agent Productivity by Bundling Multiple Case Actions in Macros

And this form will open up. And here you can simply fill out some of your basic information that is needed. For example, you can see first name and last name is required. Then enter the email ID, which will be associated with your user for your developer account. Then you have the role. You can add the company for which you work for, and you can add country postal code. I've selected the username, my email ID and appended dot support at the end just so that I can use this username to log in to my Salesforce account. Then an email notification will be sent to you by Salesforce. You can simply click on this button that says verify account and once your account is verified, you will be able to select a password for your account. And once done, click change password and then you will be able to log in to your Salesforce account. And you can see we have successfully logged into a Salesforce account and currently this is the setup page.

Creating a Self-Service Community to Increase Case Deflection

From here on, you can control everything, every configuration in Salesforce, which I'm sure you're already familiar about, coming from the Salesforce Admin certification here in the App launcher, you will be able to see various apps and the primary focus for this course will be on service and service consoles and other support processes that are available for us in Salesforce and everything around it as well. So now once you have set up your Salesforce org, I'm just going to go to the user object and I'm going to assign some of the permissions for my user. So here I'm just going to edit my user record and we have some checkboxes here, checkboxes which I need to check, and these are knowledge user and service cloud user. Since this is a service cloud certification course, these two checkboxes becomes handy when we progress through this course as these permissions will allow you to access more features, more service, cloud related features in Salesforce seamlessly. So just want to make sure that we are already done with assigning all these permissions so that we don't run into any problems in the upcoming lectures.