Service Cloud for Lightning Experience
These are technical notes I compiled while studying using Trailhead, Salesforce's free self-learning portal.
Begin Your Service JourneyDescribe what Service Cloud is. Describe key benefits of the Lightning Service Console. Create and update a customer case.
- Service Cloud is “an easy-to-use customer service application that can help you provide and track excellent service.”
- Service Console: a help desk that lets users see a personalized view of each customer and their case.
- Case: a customizable Salesforce record that tracks and describes any customer-related issue (complaint, request, etc).
- Channels: how the case arrived, for example, email, phone call, web chat, social media, text message, etc.
- Automatic Workflows: when case arrives, its info is assessed and routed to the right people by the custom workflows set up for the team.
- Various service metrics are available: response times, resolution times, overall service health.
- Knowledge Component is a place service agents can find, share, and store articles related to cases. Lightning Knowledge must be enabled, first.
- Access Service from App Launcher » Service
- Add a new Case from dropdown next to the Cases Tab » New Case
Administer Service CloudSummarize the key benefits of Service Setup. Find the Service Setup page. Describe the setup process for Service Cloud.
- Service Setup is where you connect your customers to your service center. It is a dashboard for all things service.
- Access via Gear icon in the top right » Service Setup
- To go beyond Service setup, and change appearance of console/add branding, use App Settings.
- Enter service setup. Then, enter App Manager in quick find » App Manager. Click the down arrow next to Service Console, then Edit.
- Setup process for service cloud consists of the following steps:
- Automate case management: route customer questions and comments to the right people as efficiently as possible. With service metrics, optimize service workflows and operations.
- Add channels: sync additional channels (phone, email, websites, social media, etc) to the console so the team can engage customers anywhere.
- Capture knowledge: accumulate info in an easy-to-search knowledge base so helpful articles are readily accessible.
- Expand efficiencies: use bots/AI to streamline task and predict services needs.
Automate Case ManagementRoute case ownership with queues. Assign cases automatically. Escalate cases when necessary. Respond to customers automatically.
- There are a few Case Automation tools available. The right tools to use depend on the structure and desires of the support team.
- Queues: prioritize support team’s workload by creating lists that agents can jump in to solve.
- Assignment Rules: assign cases to specific agents.
- Escalation Rules: escalate cases to the right people when the cases are not quickly solved.
- Auto-Response Rules: send personalized email responses based on a case’s details.
- Create a Case Queue via: Service Setup » Quick Find » “Queues” » Queues » New
- The queue will be accessible on the Cases tab of the service console.
- Add an Assignment Rule via: Service Setup » Quick Find » “Case Assignment Rules” » Case Assignment Rules » New
- Note that activating one case assignment rule deactivates the others.
- Add an Escalation Rule via: Service Setup » Quick Find » “Escalation Rules” » Escalation Rules » New
- Create a Case Auto-Response Rule via: Service Setup » Quick Find » “Case Auto-Response Rules” » Case Auto-Response Rules
Create Digital Engagement on Multiple ChannelsDescribe channels for customer support. Turn questions from the web into cases. Add an email service channel with a setup flow. Learn about more digital engagement channels.
- Channels for customer support are ways that cases can enter the case support workflow. Basic channels include emails and website forms.
- Set up support email via: Service Setup » Connect Your Support Email. Follow the prompts.
- Following setup, emails sent to that address automatically route to Salesforce as cases.
- Set up Web Form service via: Service Setup » Quick Find » “Web-to-Case” » Web-to-Case
- The general workflow is:
- Decide which case fields to include
- Generate the HTML for the form
- Send the HTML to a web developer who puts the form on a website
- Generate the HTML form via: Service Setup » Quick Find » “Web-to-Case” » Web-to-Case HTML Generator
- After selecting the appropriate fields, this generator makes the HTML form that will be used to capture data to create new support cases
- Can generate up to 5000 cases/day
- The general workflow is:
- Other channels include:
- Call Center & Open CTI
- Self-Service Communities: a self-service web forum for customers.
- Social Customer Service
- Chat & Embedded Service
- Snap-ins for Mobile & SOS
- Field Service