What's Possible - Ledgeview Partners Is Now FORVIS

What’s Possiblewith Customer Service in Salesforce

Keven SpreheTony ClemensSenior Business Analystksprehe@ledgeviewpartners.comSalesforce Consultanttclemens@ledgeviewpartners.com

What Are We Covering?What is Service Cloud?Email-to-CaseWeb-to-CaseLightning ConsoleOmni Channel/CTI/Live AgentEntitlementsKnowledge

What is Service Cloud?

Service CloudService Cloud is built on the Salesforce Customer Success Platform, giving you a360-degree view of your customers and enabling you to deliver smarter, faster, andmore personalized service.With Service Cloud, you can automate service processes, streamline workflows,and surface key articles, topics, and experts to transform the agent experience.Connecting one-to-one with every customer, across multiple channels and on anydevice, was never easier.

Email-to-Case

Email-to-CaseWhat is Email-to-Case?Email-to-Case helps your company efficiently resolve and correspondwith customer inquiries via email. Salesforce automatically createscases and auto-populates case fields when customers send messagesto the email addresses you specify.

Email-to-CaseAvailability/Options Available to both Sales Cloud and Service Cloudlicense types Two (2) Setup Options Option 1) Setup an “agent application” that runs on aserver within your network that will route appropriateemails to Salesforce. Option 2) Define email addresses that will be forwardingemails to Salesforce through On-Demand Email-to-Case.

Email-to-CaseLimitations of each OptionDetails1) Email-to-Case2) On-Demand Email-to-CaseBusiness case:Keep email traffic inside your network’sfirewall and accept emails larger than 25MBKeep email traffic outside your network’sfirewall and refuse emails larger than 25MBSet up:Requires you to download and install the Requires you to set up Salesforce ApexEmail-to-Case agent on your local machine email services to turn emails into casesto turn emails into casesMaximum number of emailsconverted to cases each day:2,500Number of user licenses multiplied by1,000, up to a daily maximum of1,000,000Email size limit, includingheader, message, andattachments:Over 25 MBUnder 25 MB

Email-to-CaseSetup Before you enable Email-to-Case, Support Settings Set a Default Case Owner in case of any automationassignment issues Set an automated Case User Other Considerations Create a default email template for the automatednotification that will be sent to your customers whenthey submit an email. Create case queues if you wish to assign incoming casesto queues as well as to individual users.

Email-to-Case DEMODemo: Email to Case to LVP Cycles Email sent to: Lvpcrm2017@gmail.comAuto response EmailReview Case in Salesforce and send a manual email responseWill also show some of the configuration options

Web-to-Case

Web-to-CaseWhat is Web to Case? Gather customer support requests directly from your company’s website. Thiscan help your organization respond to customers faster, improving your supportteam’s productivity. Create a simple public case submission page on your own website with yourown branding and styling. Web To Case works by generating a snippet of HTML for you.

Web-to-CasePrerequisites: Before you set up Web-to-Case Create custom case fields, if needed. Create a default email notification template Create case queues if you wish to assignincoming cases to queues as well as toindividual users. Customize Support settings to select thedefault owner of cases. Create an active case assignment rule todetermine how web-generated cases areassigned to users or put into queues

Web-to-CaseLimitations Web To Case is limited to receiving 5000 casesper day. Attachments are not supported Whenever possible, Web-generated cases areautomatically linked to the relevant contact andaccount based on the customer’s emailaddress. Salesforce runs field validation rules beforecreating records submitted via Web-to-Caseand only creates records that have valid values. Web To Case is solely a tool for the initialsubmission of cases

Web-to-Case DEMODemo #2: Web to Case Web-to-Case HTML Builder Example Basic Web-to-Case Example Formatted Web-to-CaseSee Cases Generated

Web-to-CaseOther Options Build a force.com Site Page Robust Page creations interacting withSalesforce data More than 5000 cases Allows Attachments Use Communities (Session Later today) Customers can track/update cases Browse Knowledge Share information with Chatter

Lightning Console

Lightning ConsoleWhat is it?The Lightning ServiceConsole make iteasier for sales repsand support agents tospot the informationthey need to get theirjobs done faster.

Lightning ConsoleKey Features Work with many records simultaneously View most recently used tabs and bookmarks Resize pinned lists to see more information Navigate more quickly using keyboard shortcuts Work across multiple monitors

Lightning Console

Omni Channel

Omni-ChannelWhat is it?Omni-Channel isa comprehensivecustomer servicesolution that letscontact centerspush work totheir agents inreal time.

Omni-ChannelExample Channel: Open CTIOpen CTI uses browsers as clients. With Open CTI, you can make calls from a softphonedirectly in Salesforce without installing CTI adapters on your machines. After you develop anOpen CTI implementation, you can integrate it with Salesforce using Salesforce Call Center.

Omni-ChannelExample Channel: Live AgentSalesforce Live Agent is a native Salesforce tool thatprovides the ability to communicate in real-time withyour web site users.

DEMO: Omni-ChannelDemo of Omni-Channel with Live Agent ChatOmni-Channel Supervisor

Entitlements

EntitlementsWhat is it?Are a group ofSalesforce featuresthat help youenforce service levelagreements (SLAs),which are contractsthat spell out thelevel of serviceyou’ve promised toyour customers.

Entitlements Entitlements are units of customer support inSalesforce, such as “phone support” or “websupport.” They’re typically used to representterms in service agreements. You can associate entitlements with accounts,assets, contacts, and service contracts. Forexample, a phone support entitlement can beadded to an account. When a contact from that account calls yourservice department, support agents can quicklyverify that they’re entitled to phone support.

DEMO: Entitlements

Knowledge

KnowledgeWhat is it?SalesforceKnowledge lets youcreate and manageyour companyinformation andsecurely share itwhen and where itis needed.

KnowledgeHow Can it be Used? Maximize agent productivity - With a cloud-based knowledge base embedded right into theconsole, agents can easily find, access, and deliver the right answers to customers. Sharingknowledge to any channel or device is only one click away. Better still, agents can contribute tothe knowledge base to ensure that the best answers are always accessible to the whole team. Help customers help themselves - Extend your knowledge base to your service website,whether it’s a secure customer (or partner) portal, part of your public site, or integrated into apublic customer community. And to ensure an effortless customer experience, knowledge isaccessible from any mobile device. Streamline your knowledge management process - Apply industry best practices and ensurethe accuracy of articles with the first KCSv5 verified knowledge management and incidentmanagement solution.

KnowledgeExample: Attach to a Case in Service Console

DEMO: Knowledge

Thanks!!Keven SpreheTony ClemensSenior Business Analystksprehe@ledgeviewpartners.comSalesforce Consultanttclemens@ledgeviewpartners.com

Reference Links Email to Casehttps://help.salesforce.com/articleView?id customizesupport enabling email to case.htm&type 0&language en US&release 206.19 Web to leDownload?file 015300000036A6eAAE Entitlement Auto assign lt Entitlement on Case with Triggershttps://help.salesforce.com/articleView?id entitlements setting up entitlement management.htm&type 0 Omni /enus/sfdc/pdf/service presence administrators.pdf

Omni-Channel Open CTI uses browsers as clients. With Open CTI, you can make calls from a softphone directly in Salesforce without installing CTI adapters on your machines. After you develop an Open CTI implementation, you can integrate it with Salesforce using Salesforce Call Center. Example Channel: Open CTI