Salesforce Service Cloud automatons

Aug 18, 20191 like603 views

Introduction to service cloud What is service cloud How to setup email to case,web to case.escalation rules .auto response rules. Learn more at Salesforce Apex development tutorial: https://bit.ly/33zm1eY Salesforce admin and app builder tutorial :https://bit.ly/2OUgnRy Salesforce lightning com

Agenda
 How CRM helps
 Set up Case process/recordtype/path
 Assignment Rules configuration
 Auto response rules
 Web to case configuration
 Email to case
 Omni channel and service console setup

• Increased per-customer revenues,only 11 percent of
repeat customers are worth the sales and service team
effort than servicing all the rest.
• Greater cross-sell and up-sell success
• Trimmed sales cycles
• More-efficient call center operations
• Improved sales forecasting
• Fewer customer issues
• Better-informed marketing decisions
 Key benefits

Core Functionality in service cloud
Web to case :Build Web forms to capture case quickly with click and drag.
Email to case:Create email routing for cases. Any emails sent to this id will be
converted to a case.
Assignment Rules:Helps automatically route cases to queues or users.
Auto Response rules:Create template to autorespond to users when cases are
created.
Escalation rules :If cases are not resolved on time,auto escalate notifications to
supervisor or other teams. Always in hours minimum being one.
Service Cloud Console:Handy app for agents to work on multiple objects and
information ,while maitaining context. Contains feature like softphone
layouts,Omni channel routing of queues to end users,live agent.

Case
Create status
picklist as
per status
process
Create support
process and
restrict picklists
as per process
Create and
associate
record types
to support
process
Issue
Enquire Enquire
Issue
Assign
ment
Rules
Create
queues
of
users
New case created
enter rules
Q1
Q2
Case1
Case2
Case5
Case12
Case4
Case6

Labs
 Setup support process
 Web to case –example reusable forms for templates
 Email to case
 Assignment
 Escalation rules
 Auto response rules
 Service cloud console
 Omni channel
 Liveagent

The document discusses Salesforce Service Cloud, which is a customer relationship management platform for customer service and support. It is offered as software as a service and provides a 360-degree view of customers to enable smarter, more efficient and personalized service. The document outlines the key benefits and services of Service Cloud, including the service console, knowledge base, live agent, communities, and field service management. It also provides an example use case of how Coca-Cola leveraged Service Cloud to improve customer satisfaction and agent productivity.

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Interactive odoo dashboards for sales, CRM , Inventory, Invoice, Purchase, Pr...AxisTechnolabs

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