Salesforce Service Cloud - An overview

Salesforce Service Cloud
An Overview
09/06/2016

INTRODUCTION TO SALESFORCE SERVICE CLOUD
 What is Service Cloud?
 Why Service Cloud?
 Where and how do you access Service Cloud?
 What are Service Cloud Features?
 What are the limitations of Service Cloud?
09/06/2016

What is Service Cloud?
Salesforce Service Cloud is the “service” module (as in "customer service") module in
salesforce.com.
It is a customer relationship management (CRM) platform for customer service and support,
based on the company's CRM software for sales professionals.
It is designed to allow you to support past, current, and future clients' requests for assistance
with a product, service, billing, etc.
09/06/2016

Why Service Cloud?
 Delivers good customer experience – All query type captured in one place
 Simplifies agent support experience – intuitive/responsive layout/track & respond
 Supports customers everywhere – Contextual support, Multi-channel Support integrated (Email,
Phone, Social Media, online communities, or real-time Web chat)
 Automates assignment of queries and assign tasks – (Case assignment, notifications, escalations,
milestones, service contracts, and more)
 Personalizes support real time – improves agent support (Live Chat support)
 Helps deflect queries & improves brand – Help customers Help themselves (Customer
Communities)
 Maximizes agent productivity
 Helps Streamline knowledge management processes - Find key articles, topics and experts to
support users, decrease support costs
09/06/2016

 What is Service Cloud?
 Why Service Cloud?
 Where and how do you access Service Cloud?
 What are Service Cloud Features?
 What are the limitations of Service Cloud?
INTRODUCTION TO SALESFORCE SERVICE CLOUD
09/06/2016

Accessing Service Cloud Console
Steps:
a. Login to login.salesforce.com
b. Create a SF Console App
c. Choose its display
d. Customize Push Notifications
e. Grant Users Console Access – SC User
09/06/2016

Service Cloud Features
1. Multi-Channel Support
2. Service Console
3. Case Management & Knowledge Base
4. Entitlement Management
09/06/2016

1.Multi-Channel Support:
a) Web-to-Case: SFDC admins can generate HTML URL, needs to be inserted by Webmaster on Web pages.
b) Email-to-Case: SFDC admin can enable case creation with an email sent to a designed email address, this auto-generates a case.
c) Question-to-Case: This feature allows moderators (support agents) create cases from unresolved questions in Chatter, which
makes it easier to track and resolve customer queries. Moderators can create cases from questions directly in the feed. Cases from
questions are added to a queue so support agents can claim them.
d) LiveAgent: Facilitates instant/personalized chat support to customers by support agents.
e) Online Communities: Communities are branded spaces for employees, customers, and partners to connect. It is customizable to
suit business needs. A Salesforce Community is a website where your customers and support agents can communicate publicly or
privately. It si an online forum where people help each other and get things done.
f) Call Center: Call Center integrates Salesforce with third-party computer-telephony integration (CTI) systems. After a CTI adapter
program is installed on a Salesforce user's machine, the user can use the features of a CTI system through the Salesforce SoftPhone
(making calls, receiving calls, transferring/conferencing calls, generating call logs, attaching quick view of records etc.)
g) Open CTI: Open CTI lets developers build CTI systems that integrate with Salesforce without the use of CTI adapters, create
customizable SoftPhones that work well across multiple browsers and versions
h) Social Customer Service: Social Customer Service lets you create cases or leads out of social media posts and send personalized
responses on the same social media channels.
i) SOS: This is a mobile support solution. With SOS, customers can connect with agents over a one-way video and two-way audio chat.
09/06/2016

2. Service Console:
A Salesforce console is designed to boost productivity in fast-paced service and sales environments. The console’s
dashboard-like interface reduces clicking and scrolling so that agents can quickly find, update, or create records.
09/06/2016

3. Case Management & Knowledge Base:
a) Case Teams: Case teams help groups of people work together to solve a case, such as a support agent, support manager, and a
product manager.
b) Case Queues: help prioritize, distribute, and assign records to support teams. Queue members take ownership of any record in
a queue. Queues are available for cases, leads, orders, custom objects, service contracts, and knowledge article versions
c) Response Rules: Automatic email responses can be sent leads or case submitors. Auto-response rules can be set to send quick
replies to customers to let them know someone at the company received their inquiry or details about their issue.
d) Escalation Rules: Case escalation rules can be created to escalate cases automatically if they are not resolved within a certain
period of time.
e) Assignment Rules: Organisations can define conditions that determine how leads or cases are processed/routed.
f) Omni-Channel: It is a customer service solution that lets call center route cases, chats, or leads to the most qualified,
available agents in your organization. You can define which agents can work on different types of assignments. One group of
agents to respond to leads and sales inquiries, and another group that helps customers with support questions.
Omni-Channel routes all these assignments to the correct agents automatically. Agents no longer have to pick and choose work
assignments manually from a queue
g) Macros: You can create a macro by specifying the instructions for actions that the macro performs. A macro is like a little
computer program. You need to tell the macro each step that it performs. This example shows how to create a simple macro.
h) Knowledge Base – Support teams can leverage knowledge articles (FAQs) to help resolve common issues authored by domain
experts/customer support representatives on the fly. This can be linked to the subject of the query raised.
09/06/2016

4. Entitlement Management:
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. Entitlements help you determine if your customers are
eligible for support so you can create cases for them. 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. SLAs (Milestones) can be set using entitlements.
09/06/2016

Limitations
Feature Limitations
Email to Case
• The limit on the number of emails a day that an organization can convert into cases is 2,500 per day
for Professional, Enterprise, Unlimited, and Developer Editions.
Web To case
• 5,000 cases in a 24–hour period
• Rich text area (RTA) fields not supported on W-t-C forms
Live Agent
Chat/Console
• No Chat Support
• No critical wait alert times
• Cannot transfer files
• No supervisor features
Entitlements
• Milestones can’t be added to cases without using entitlement processes. Entitlement processes apply
milestones to cases
• An org can have up to 1,000 entitlement processes, with up to 10 milestones per process.
• Entitlement contacts don’t have page layouts, search layouts, buttons, links, or record types.
Communities
• Max 50 communities.
• 40 GB – production
• Partner 300 K
• Customer 10 Million
• Portal roles 5000
09/06/2016

Feature Limitations
Social Customer
Service
• Maximum number of active managed social accounts: 500 Accounts
• Maximum number of post tags: 200
SOS
• Windows or BlackBerry mobile OS not supported
• Does not support Safari or IE
• Requires greater than 3G Networks
• Agent initiated SOS sessions
• SF1 not supported
Limitations
09/06/2016

Salesforce Service Cloud - An overview

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