Don't forget to subscribe TKD health tips if you haven't done so, today as part of Service Cloud specialist super badge we are going to look at Prerequisites named "Service Cloud Agent Productivity"
I am going to do this topic called learn About Service Console Productivity Tools ,would recommend to read usage about tools of Service Console Productivity
How agents provides response to which are overwhelmed and swamped, they gave example of sales rep who is Salesforce admin,receiving complaints about overloading of case which agent is working.
How a packaging problem gave a wrong collection of solar panels ,on top of it customers were posting reviews and pictures about solar panels in social media
Example shows how time of her agents were saved and got fatigued by rendering too many clicks.
Agents who were clicking records, salesforce fields, and case buttons and the clicks like copy/paste they seemed enduring.
We would be looking for easier way so that agents can escalate cases which is received by customer about broken solar panels.
We will see Quick text which is a standard salesforce message which acts like FAQ's and pre written greetings or apologies ,using this agents can provide quick text in email body ,web chats just with
pressing a shortcut in the keyboard
Will also show you how once default field values defined in Quick text then pre population of a salesforce quick action is so easy like how to include Bcc , Cc recipients automatically, how email messages gets mapped with Salesforce records automatically when field Status of Case is already set to Closed and also includes comments field from Case record ,this will make agents leave comments only once
After that will talk on Productivity Tools which are present as part of Set Up Service Console ,will show how Lightning Experience gets by quick text as default the set up.
Will see what permission set and folder permissions would be necessary to manage quick text so that agents will be able to custom manage their own quick text.
How to provide access for Quick Text, On Service Setup we find Permission Set and create a permission set and then in Object Settings we need to go to properties of Quick Text object and provide Read, Create, Edit, and Delete then click save ,after which we got to go at Quick Text Settings from Quick Find box and needs to selection of Share and organize quick text in folders.
We will talk about Regular macros on which once actions are performed can be reverted say macro which does insertion of email templates but doesn't actually sends that email
We will see what Irreversible macros would on which once actions are performed cannot be reverted such as emails which are sent to customers or say case status gets updated ,such macros which will have a Submit as action and surely can't be reverted
We will talk about Bulk macros through which one can execute macros on several records at a particular instance
We observed that Email action comes with default values and once we Customized it ,our agents thanked us as it saved tons of time.
For Case Updates we did the setting in such a way that it sends out automated Email Notifications to Case Owner each time a comment got added by users who are apparently not the case owner which can include both external as well as internal comments.
To get 500 points we will first do Customization of our Service Console app and update the utilities and items ,will also add a additional field to aid agents provide a case comment whenever case owner changed.
In Service Console app we are doing Addition of macros and quick text items
Followed by creation of quick action which will have cases with name provided as Replacement Owner,we made sure that quick action just Updates the Record type and inclusion of the following fields in action layout namely Internal Comments, Case Owner, and Status
Eventually as part of this service cloud super badge we did added Replacement Owner action in the List View Search Layout just for cases.
In next module of Service cloud super badge Service Cloud Agent Productivity module we did Created Macros and Quick Text Just for the sake of Reducing Clicks.
Its so nice to find how we created Irreversible Macros which are capable to Perform Mass Actions on Salesforce records when our agent opens one of the many cases especially for the broken Solar panel
We gave Macro Name and Description then we Clicked Edit Instructions in the pop-up window of Macro Builder just with intention to tell the macro what to do.
We clicked Add Instruction in instruction panel very similar like making of a video recording of all service agent's actions.We also clicked Insert Email Template which will do setting up an email template for
handling the very initial email response when some one sends and agent request photos.
We found Macros List View by specifying tab visibility then we set up quick text which saved us the time to Send Messages and Enter your quick text message and our message included line breaks various lists and special characters and merge fields which can go up to 4,000 characters. We wanted the message to be made available in channel as Email because if channel not specified then quick text message won’t be made available in any salesforce actions
We experienced that macros and quick text are by default set as private sharing. So we shared our macros as well as quick text using below options.
We enabled folders for macros or quick text after moving existing items into the respective folders followed by sharing those folders with our users.
We learned that we can share quick text or macros individually as well. Just share an item by clicking the Share button provided in the quick text or macro record details.
Another learning was to see every quick text and macros in our org by updating org-wide sharing settings for macros objects and quick text to public from Setup (Not recommended)
To get 500 points from this module we Created first macro then quick text so that agents able to resolve all service cases for the broken solar panels as soon as possible
We gave the name of macro as Send Email Notification for Case Escalation. Then used the template already provided in Trailhead Playground named Support: Escalated Case Notification
We included email Submit action on the macro instructions also added an apology message called Solar Panel Apology, which had its own unique text and it needs at minimum one merge field.
Finally we exposed this quick text available only in Email channel.
In the last module of Service Cloud Agent Productivity where we combined Tools Together to enhance Service Console Productivity,we discovered how changing from a list view to split view, changed agent's power to easily open the closed case from split view.
Also to send Emails we executed a Macro so as to get customer photos to process the replacement of broken panels.Agents found keyboard shortcuts for quick text very helpful,we also were able to prepopulate an email template in Email action.
Later we found mass quick actions doesnt really works on Recently Viewed list.We filled action details like Select a new owner,Escalated as status and then saved
We also worked on Apex QuickActionDefaultsHandler interface which applied specific email template and provided a BCC option to a manager for only high-priority cases.
It is to note Salesforce Flow for Service also is available which effectively associates the salesforce case records to salesforce flows using Salesforce automation tools actions using Actions & Recommendations deployment
and created default lists very specific to channels say for example phone and chat, and it also showed which salesforce actions users wants to complete first or last.
Eventually in this module at the end we executed macro and performed mass quick actions where case which is escalated and customer need to be informed with email
For that we Opened the case 00001002 and then updated the email address with our own email and ran the macro Send Email Notification for Case Escalation ,we searched for cases 00001002 and 00001016, assigned them to ourselves ,and then put them in open status. We also Reassigned via quick action named Replacement Owner
Eventually in Internal Comments field we entered Ready for new solar panels
In case you want to learn the way to resolve you can't perform this action on this page salesforce error on case feed, join my mailing list in link provided below and I will send you the trick
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