Service and Support Applications, 13%

Describe the capabilities of case management (for example, case processes, case settings, and case comments). Given a scenario, identify how to automate case management (for example, case assignment, auto-response, escalation, web-to-case, email-to-case, case teams). Describe the capabilities of Salesforce Knowledge. Describe the capabilities of the Salesforce Communities

Course 3 Introduction and Assigning the Service Cloud Feature License to Users

  • To enable use of the Service Console, check the Service Cloud User checkbox for the appropriate user(s).
  • Service Console is then accessible from the app launcher.

Assigning the Service Cloud Feature License to Users

  • Standard object related to cases in Support is Cases

Case Management Overview - Core Case Features and Functions

  • In the Service Console, cases can be opened as new tabs. The Split View is especially useful for navigating between cases.
  • In service contexts, the mantra is “one and done” - one touchpoint and the issue is resolved.

Support Processes

  • Establish new Support Processes via: Setup > Quick Find > “Process” > Support Processes

Case Record Types

  • Best practice is to have the name of the Support Process correspond with the name of the Record Type.
    • For example, record type Hardware corresponding with support process Hardware.

Creating and Revising Status Picklist Values on Cases

  • When adding fields to the Case Status picklist, we have the option to add to one or more Support Processes

Editing Case Page Layout Assignments

  • Good practice for naming Page Layouts is Object (Profile) Layout. For example, Case (Marketing) Layout.
  • Best practice is to have different page layouts for different record types on an object: Case (Hardware) Layout, Case (Software) Layout

Adding a Path to the Case Lightning Page Layout

  • Lightning App Builder is not the same as the Enhanced Page Layout Editor
  • Note Paths are not available in Classic

Service Console Customization

  • Recall Service app is different than Service Console
  • Service Console application is highly customizable
    • One of the available utility items in the Service console is the History item - shows recently used tabs and objects
    • Can specify Navigation Rules that mean cases open as subtabs of the related Account, for example
    • When creating new Lightning Applications (for example, from Setup > Apps > App Manager) we are given the option to use Standard navigation or Console navigation

Email-to-Case

  • Access via: Setup > Quick Find > “Email-to” > Email-to-Case
  • Email-to-Case is a means by which emails received are converted directly to Cases in Salesforce. Two types:
    • Email-to-Case: an agent that is downloaded from Apex Developer Network
      • Keep email traffic inside the network firewall
    • On-Demand Email-to-Case: uses Salesforce Apex email services
      • Keeps email traffic outside the network firewall
  • Guided flow for email-to-case is available: Service Setup > Connect Your Support Email
    • Involves, for instance, setting up a Gmail mailbox to automatically forward messages it receives to a special secure mailbox that Salesforce configures
    • Reference this Mike Wheeler Link

Web-to-Case

  • Access via: Setup > Quick Find > “Web-to” > Web-to-Case
  • Sets up an HTML template that can be embedded added to a web site to automatically create new cases in Salesforce.

Case Assignment Rules

  • Access via: Setup > Quick Find > “Assignment”:
    • Both: Lead Assignment Rules, Case Assignment Rules
  • Can have multiple assignment rules but only one Active assignment rule at a time
    • Add multiple “Rule Entries” to assign multiple different owners based on different criteria
  • Rule Entries can be quite complex:
    • “Case: Case Origin not equal to Web” OR “Case: Product equal Generator” then assign to John Doe … etc
      • Note that John Doe must be an active user with the Service Cloud User checkbox checked
    • Assignment rules execute top to bottom and stop as soon as a match is found
  • If no assignment rule matches, then the case is assigned to the “Default Case Owner” available under Support Settings

Support Settings

  • Accessible via: Settings > Quick Find > “Support Setting” > Support Settings
    • The default case owner can also be a Queue

Case Queues

  • Accessible via: Setup > Quick Find > “queue” > Queues
  • Can be set up to email a distribution list
  • Queues can include any combination of individual users, roles, public groups, and roles and subordinates
    • Example Queue: “Support Staff”
  • Records can have their owner changed to a Queue. Once this is done, the record shows up in a special list view such as “Support Staff”
  • Queues can be set up to work with multiple objects
    • Custom objects do not always show up in the list of “Available Objects.” Ownership is inherited from the parent if that object has a Master-Detail relationship.

Case Auto-Response Rules

  • Setup via: Setup > Quick Find > “auto” > Case Auto-Response Rules
    • Only one Auto-Response Rule can be active at a time
    • Setup is very similar to case assignment rules
    • Sender needs to be a verified email in the org
    • When creating a case manually via the web interface, need to select Send notification email to contact for the email to be sent
    • When a case is created automatically through web-to-case, the auto-response always runs
  • If users are not receiving the email as expected, check deliverability settings via: Email > Deliverability
    • “Access level” should be “All Email”
  • Can request an Email Log File via Setup > Quick Find > “email log” > Email Log Files

Case Escalation Rules

  • Setup via: Setup > Quick Find > “escalation” > Escalation Rules
  • Means of automatically changing ownership of cases,
  • Rules entries are similar to Case Assignment Rules and Case Auto-Response Rules:
    • Example: (Account: Billing CountryEQUALSUS,USA,United States,United States of America) AND (Account: SLAEQUALSPlatinum) AND (Case: PriorityEQUALSMedium,Low)
    • Time delays can be based on org business hours or business hours set on the case itself
  • Monitor Case Escalations via: Settings > Quick Find > “escalations” > Case Escalations

Business Hours

  • Access business hours via: Setup > Quick Find > “business” > Business Hours
  • Gives users the ability to have cases escalate based on actual working time elapsed (M-F, 8:00 AM to 5:00 PM)
  • Can have multiple business hours active and select from them when creating case escalation rules, among other things

Case Teams

  • Before setting up Case Teams, need to set up Case Team Roles first via: Setup > Quick Find > “teams” > Case Team Roles
  • Then, can set up Predefined Case Teams via: Setup > Quick Find > “teams” > Predefined Case Teams
  • These case teams can be added to Rule Entries on Case Assignment Rules
  • Will need to add the Case Team Related List to the Page Layout
    • Then, can add teams and members to the Case Team.
  • Difference between Case Team and Case Queue:
    • Case Queue has to do with Case Ownership
    • Case Team has to do with visibility and editability of cases for team members

Case Closure Configuration

  • Salesforce Classic has a “Close Case” button available out of the box. This button is not available in Lightning.
    • On the Close Case screen, can specify a Case Reason and “Internal Comments”
    • Can also add information to “Public Solutions”
  • Best solution is to create a Close Case Quick Action. See below.

Creating a Close Case Quick Action

  • Ref this help article for details
    • Object Manager > Case > Buttons, Links, and Actions > Action Type: Update a Record
      • Will need to create a quick Close Case page layout
  • Quick Actions can have predefined field values applied to the record - for example changing Status to Closed.
  • Appears on the Feed section, not where the buttons typically appear at the top

Salesforce Solution Management

  • Solutions are available in Classic but not in Lightning
    • Solutions are being phased in favor of Knowledge
    • Closing a case case can create a Solution

Enabling Salesforce Knowledge

  • Knowledge requires a feature license to enable for each user - “Knowledge User” checkbox on the user
  • Enabling Salesforce Knowledge is not reversible
  • For a deeper dive into Knowledge, need to complete Service Cloud training

Adding Knowledge to the Service Console

  • Add to the Page Layout via: Service Console page > Cog > Edit Page
    • Drag “Knowledge” onto the page layout

Knowledge Record Types and Page Layouts

  • An example record type that may be useful is “Archive” - containing archive-related metadata, for example
  • Intention behind knowledge is to provide support reps with reference articles to help them resolve cases
  • Record Types and Page Layouts operate similar to other objects

Versioning and Publishing of Knowledge Articles

  • Knowledge articles can be assigned to users or queues
  • Knowledge articles can also be scheduled to be published at a certain date
  • Page Layouts and Record Types work as expected

Using Knowledge Articles While Working Cases

  • The Knowledge component can be added to Case record views from the lightning app builder
  • Related Knowledge articles will show up in that component

Solutions vs. Knowledge

  • Solutions are only available in Salesforce Classic and are “on their way out the door,” per MW
  • Salesforce Knowledge is its own feature license, Solutions is not
  • Solutions do not have the same versioning and publishing cycle as Knowledge

Creating Data Categories for Knowledge Articles

  • Create via: Setup > Quick Find > “Data Category” > Data Category Setup
  • Contains a hierarchy of data categories for use in Knowledge classification
    • Example: category named Location might contain a geographical hierarchy of continents, countries, regions, states
  • Map which case fields map to which data category groups using Data Category Mappings
  • Reference “Article Management” tab in Salesforce Classic

Importing Articles to Salesforce Knowledge

  • Navigate to data import via: Setup > Quick Find > “Import” > Import Articles
  • Reference this help article

Salesforce Communities Introduction

  • Communities all organizations to extend or open up parts of the Salesforce org to customers, partners, or employees.
  • Start via: Setup > Quick Find > “Communities” > Communities Settings
  • Once enabled, cannot be turned off

Creating a Community

  • Create via “New Community” on Setup > Feature Settings > Communities > All Communities

Lightning Bolt Solutions, Ideas and Questions in Communities

  • The quickest way to a more robust community experience is using Lightning Bolt > available under the bolt template section of the AppExchange