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    2 Minutes Guide To Essential Service Cloud

    Uploaded by

    Sonia Jaitely
    This document provides a 2 minute summary of key features in Salesforce Service Cloud, including case management, entitlements and milestones, live agent, omni-channel, service console, CTI, knowledge base, macros, communities, wave analytics, Einstein bot, Einstein article recommendations, and Einstein case classification. It describes what each feature does at a high level.

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    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd

    2 Minutes Guide To Essential Service Cloud

    Uploaded by

    Sonia Jaitely
    92 views4 pages
    This document provides a 2 minute summary of key features in Salesforce Service Cloud, including case management, entitlements and milestones, live agent, omni-channel, service console, CTI, knowledge base, macros, communities, wave analytics, Einstein bot, Einstein article recommendations, and Einstein case classification. It describes what each feature does at a high level.

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    2 Minutes Guide to Essential Service Cloud

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    This document provides a 2 minute summary of key features in Salesforce Service Cloud, including case management, entitlements and milestones, live agent, omni-channel, service console, CTI, knowledge base, macros, communities, wave analytics, Einstein bot, Einstein article recommendations, and Einstein case classification. It describes what each feature does at a high level.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    92 views4 pages

    2 Minutes Guide To Essential Service Cloud

    Uploaded by

    Sonia Jaitely
    This document provides a 2 minute summary of key features in Salesforce Service Cloud, including case management, entitlements and milestones, live agent, omni-channel, service console, CTI, knowledge base, macros, communities, wave analytics, Einstein bot, Einstein article recommendations, and Einstein case classification. It describes what each feature does at a high level.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    of 4

    MyTechAidz presents

    2 Mins guide to Service


    Cloud
    Service Cloud Essentials
    Cases
    Entitlement & Milestones
    Live Agent
    Omni Channel
    Console | CTI

    Case management
    Email-to-Case : This generates a new Case whenever an
    email is sent to the support’s email address. It also
    linked the customer’s details with the Case.
    Web-to-Case : Allows the customers to submit Cases
    directly by filling up the required fields in a web form
    Different Workflows and Process Builders can be
    created to sort the Cases into their correct Category,
    Priority and SLA time.

    Different Workflows and Process Builders can be


    PRO created to sort the Cases into their correct Category,
    TIP Priority and SLA time.

    Entitlement and Milestone


    Base for providing dedicated support as per the
    customer and for tracking the status of the Case for
    different priority and status.
    ‘Business Hours’ can also be taken into consideration for
    this.

    Live Agent
    Customers can directly interact with a live
    agent on a website. Live agents get
    notification whenever a customer fills the
    form and clicks on ‘Chat Now’.

    Omni Channel
    Automatically route cases, leads, or other work, to the most
    appropriate, available employee.
    A tool that sits inside of either the Sales or Service Console that,
    once enabled and configured, automatically pushes work to
    your users in real time.
    supports leads, cases, chats, SOS video calls, social posts, orders,
    and custom objects

    Brought with to you from


    MyTechAidz presents

    2 Mins guide to Service


    Cloud

    configure routing rules to assign cases to agents


    through Omni-Channel.

    Salesforce Service Console


    Service Cloud Console app can be set up to
    create a unified experience for an agent by
    putting all of the information from customer
    profiles, to case histories, to dashboards in one
    place.

    Computer Telephony Integration (CTI)


    used by customer service teams to improve call center interaction.
    Combines computer with the telephone system and can be
    configured at two levels – Desktop & Call routing
    Lowers agent’s average handling time
    Improves customer satisfaction by turning clicks into calls.
    Allows agents to know about the customer before picking up the
    call and auto logging of the information an agent by their notes
    during a call.

    Service Cloud Add Ons


    Knowledge Base | Macros | Communities | FSL

    Brought with to you from


    MyTechAidz presents

    2 Mins guide to Service


    Cloud

    Knowledge Base
    Knowledge Articles can be enabled, helping
    support agents to search for solutions and
    attach relevant articles while sending an
    email to the customer.

    Macros
    Macros can be created to complete repetitive tasks in a
    single click like sending an email to a customer or
    changing the case status.
    A macro defines the path of completing a task for the
    system and running a macro calls this path of
    instruction in the system to perform the necessary
    action.
    Macros help in saving agent’s time and providing
    consistency in work of an agent.

    Salesforce Communities
    Salesforce Communities
    helps in building a self-service portal for more
    personalized support and happier customers.

    Communities 2 types:
    Customer portal | Partner portal

    The combination of knowledge & communities allows


    customers to find answers to their queries fast, anytime &
    without using agent’s time.

    Service Wave Analytics


    Service wave analytics app brings the power
    of wave analytics to Salesforce service cloud.

    It allows every service manager to check on


    case management, agent efficiency and
    channel optimization from anywhere.

    Brought with to you from


    MyTechAidz presents

    2 Mins guide to Service


    Cloud

    Einstein Bot
    Designed to  mimic your human call center agents.

    Enable your customers to quickly and accurately


    interact with your company without waiting for a
    human agent to become available.

    Customers can send messages, ask questions and


    take actions based on defined rules and/or
    customer input.

    Use the Einstein Platform’s Intent service to


    interpret customer input.

    Bots can present customers with pre-defined


    options in menus.

    Bots clean up chat after session ends.

    Use an End Chat rule action to add conditions that


    help the bot sense the natural end of a
    conversation and automatically close the session
    on behalf of the visitor.

    Einstein Article Recommendations


    Uses data from past cases to identify Knowledge
    articles that are most likely to help your agents
    address customer inquiries.

    When you set up Einstein Article Recommendations,


    you can identify the fields on your Case and
    Knowledge objects that are most relevant to solving
    your customers’ cases.

    When a customer submits a case,Einstein uses that


    information to:
    Identify the most important information in the
    case record
    Match that information to the most relevant
    articles from your knowledge base
    Present those articles to your agents in the
    Knowledge Lightning component

    Einstein Case Classification


    Improve the quality of predicted fields for your agents.

    Brought with to you from

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