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Name 7 ways that Cases are created

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1. Phone 2. Email 3. Website 4. Chat 5. Community 6. Social media 7. Mobile These items are also referred to in the Case Origin pick list.

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Social Media and Social customer service (Radian 6, Salesforce for Twitter and Facebook)

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Social Customer Service integrates with Social Studio so support agents can engage customers by responding to cases created from Twitter and Facebook.

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All customers can start with the free Starter Pack which provides two social accounts to start (1 Facebook and 1 Twitter)

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OR to connect more than two accounts, must have a Social Studio license. Social Hub is also recommended with this option.

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Social Studio

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1. Monitor social channels for key words in posts and comments from customers about your brand. 2. Link new posts and comments to an existing customer record. 3. Respond to posts from the Salesforce Console for Service. 4. Create and link social personas to contacts. 5. Use workflow to automatically create contacts and cases from negative posts on social channels. 6. Switch to an alternate channel for private conversations.

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Multi-channel support: Social Listening with Social Studio

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1. Social Brand Monitoring 2. Community Engagement 3. Social Analytics

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Process for Implementing the Service Cloud

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1. Discover 2. Analyze 3. Design 4. Build 5. Validate 6. Deploy -Gather and interpret all the requirements before you build. -Test before you deploy to users.

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Discover

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1. Identify reasons for change -What are the top 3 complaints from customers? -What are the top 3 complaints from support agents? -Is there an entitlement process in place? -What is the case escalation process? -Is there a collaboration between agents? Between agents and SMEs? -Is there a 360 degree view of the customer? 2. Identify high-level requirements 3. Start to map out possible solutions

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Analyze

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1. Define requirements in detail

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Design

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1. Translate requirements into steps 2. Match requirements to the right analytics tools at each step

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Build

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1. Develop solution using tools identified

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Validate

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1. Roll out solution to pilot users 2. Capture feedback 3. Return to Design and Build if required

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Deploy

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1. Roll out solution to target users 2. Provide training on effective use

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Typical Call Flow

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1. First, a customer calls support, presses 1,2 or 3, an agent creates a case and the case is assigned. 2. Then an agent accepts the case, verifies entitlements (if any), then identifies and communicates the resolution. 3. If the case is resolved, it's closed. 4. If the case isn't resolved, it's either closed and unresolved OR the case is escalated, reassigned, and then the Tier 2 agent will then identify and communicate the resolution.

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What are the 3 tiers for a Case life Cycle?

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1. Case comes in and is solved or resolved. 2. More knowledge is required, resolved or escalated. 3. Case is escalated to the experts, such as engineering for coding because a bug is discovered.

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Where do Agents collaborate to resolve cases?

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1. Salesforce Knowledge. 2. Chatter Groups. 3. Knowledgeable people and topics. 4. Case Feed posts (displays case events in chronological order so users can see the progress from creation through resolution). 5. Case Teams (non-owners)

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Salesforce Knowledge

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Repository of articles to share knowledge.

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What are the 3 tools of collaborating on cases?

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1. Case Teams 2. Case Feed 3. Chatter Groups

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Case Teams

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Allows case owners to grant additional access to their cases to users, contacts, or predefined case teams. Example: Agent give coworkers access to a complex case to receive input from experts around the company.

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Case Feed

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Follow a case to receive updates based on changes and case updates. Example: Account executive "follows" a case on a large account to understand customer issues in an upcoming sales meeting.

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Chatter Groups

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Private group set up for a specific account, with agents, SMEs and other stakeholders. Example: Agent sets up a private group with sales reps, IT, and support agents to share information regarding a complex case.

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What is a Case Team?

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It allows users to grant additional access to their cases and related records. Members can be users, contacts, or predefined case teams. There is no such thing as a Default Case Team.

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What are the 2 types of Case Teams?

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1. Ad-hoc: When a case owner adds someone to the case. Add others to the record to give them access. 2. Predefined team: Created by the Admin only and used in assignment rules. Example: Lightning Expert Cases - predefined case team of Product Managers. An owner cannot create a predefined team.

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Assignment rules: what and who

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1. Ownership of a lead or a case. 2. Assigned to a user or a queue. 3. Fires when created and criteria is met. 4. Action is sending an email to a new owner.

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Queue vs. a team

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Queue owns a record. Team owns access.

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Administrators

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1. Assigns a case to a queue. 2. Creates teams. 3. Defines member roles.

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Case owner

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Adds team members

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What are Support Processes?

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They breakdown the process of a case life cycle.

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Examples of Support Processes

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1. Product: Laptop or Printer 2. Inquiry: Shipping or Damaged Product 3. Billing

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Examples of Product TYPES

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Laptop Printer Server Monitor

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Within each Support Process, there are Status fields

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The status fields are different for each process. Those fields are pick lists and examples are: Product: New, Working, Escalated, Bug Logged, Bug Fixed, Closed. Inquiry: New, Working and Closed.

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Why are there different record types?

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Users can select multiple record types for an object, such as Billing or Support.

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Record Types

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1. Allows you to offer users different page layouts and picklist values for different business scenarios based on profiles.

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What is a Business Process?

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A life cycle that has a beginning and an end. Where are you in the process: open, closed, escalated?

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You must create at least one business process before you create a record type if using these four: leads, opportunities, cases and solutions.

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Business Process is a field. Not all record types have associated business processes, only the four: leads, opportunities, cases and solutions.

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These special "Status" picklist fields aren't available for record types because they are used exclusively for business processes

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If you use record types on these four objects, you also have to have business processes: 1. Leads - Lead Status field - this is called a Lead Process 2. Opportunities - Stage field - this is called a Sales Process 3. Cases - Status field - this is called a Support Process 4. Solutions - Status field - this is called a Solution Process

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Profiles, Record Types and Page Layout Rules

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1. A profile determines which record types and page layouts users see. 2. You can assign as many record types as you want per profile. 3. You can only assign one page layout per profile.

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Setting up an Inquiry Process

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1. Create an Inquiry Process. 2. Set up the Case STATUS values: New, Working, On Hold and Closed. 3. Set up the Case TYPE values: Product, Shipping, Warranty, Other. 4. Create an Inquiry Record Type.

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There are 3 tools for automating support

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1. Case Capture 2. Case Assignment 3. Notification

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Case Capture

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1. Web-to-Case: a web form hosted on the company website to capture information from a customer. 5000/day 2. Email-to-Case: Create a case associated with the email address to an account and a contact within Salesforce. Maps the subject of the email to the subject of the Case and the body of the email to the description of the Case. 3. Auto Response Rules: An email response to the customer who submits a case via email-to-case, web-to-case. This is a response to the customer, not an admin. 4. Email templates

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Case Assignment

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1. Case Queues: group of users that collectively own a case. 2. Assignment Rules: optionally notify a new owner. Case team is a group of users that have Read or Read/Write access to a case.

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Notification

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1. Escalation Rules: change ownership of case after a certain amount of time has passed and criteria has been met; optionally notify other users of escalation. 2. Workflow Rules: -send an email -assign a task -update a field -send an outbound message -done when criteria has been met and can be immediate or in the future Example: If a case is created for a large client, send an email to the VP if it hasn't been resolved within 4 hours. 3. Process Builder: -send an email -create a record -update a record -post to Chatter -submit for Approval -call Apex -Quick Action -auto launch Flow when criteria are met (immediately or in the future)

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Use Workflow

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if sending an outbound message

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Use Process Builder

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to launch a flow

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Building a Flow in Cloud Flow Designer

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1. Define resources (variable, sobject variable, formula, text template) 2. Add elements (draft tools, user interface such as a screen, logic such as decision, assignment or loop, and data such as record create, record update, record lookup, record delete) 3. Connect elements (2 different screens) 4. Set Start Element

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Flow permission

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Users with the "Manage Force.com Flow" permission can open flows.

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Example of a Flow

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A question has been created in Chatter for a Community and hasn't been answered. A Call Action will create a Case.

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To automatically create cases from questions that meet specified criteria, you can use the following 3 tools:

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1. Workflow Rule. 2. Force.com Flow. 3. Lightning Process Builder.

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Custom flows and processes can be built to create cases from questions based on criteria such as:

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1. Number of likes 2. Best answer 3. Content

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The Escalate to Case "feed action" is available within:

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1. Flows 2. Processes

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Web-to-Case

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Form is on the company website. Web Services API (application programming interface) has to be used. Case fields are automatically filled in based on data from the web form. Validation rules on the web form must match the validation rules for the case. The rules are enforced. A validation rule is where you define an error. If the error is true, then the record isn't saved and an error message appears. Customers can use multi-select pick lists. If more than 5000 cases per day, cases automatically queue and are processed when the queue refreshes. Support settings must specify a Default Case Owner and an Automated Case User. The Default Case Owner (Product Support) is the owner when the case is created and no assignment rules have assigned ownership, or it fails to locate an owner. Automated Case User (Admin User) is listed in the Case History related list for automated case changes from: -assignment rules -escalation rules -on-demand email-to-case -cases logged in the self-service portal

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Setting up Web-to-Case

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Enable the Web-to-Case setting Use Case Auto Response rules to create templates Set the default origin to "Web"

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Email-to-Case

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Automatically creates a case from an inbound email. Uses the sender's email address to map to a contact in Salesforce. Uses the sender's name to map to an account in Salesforce. If there is no match, it won't create a case, account or contact. Uses email subject to map to Salesforce Case subject. Uses email content and body to automatically populate case fields. Associates customer email replies and attachments with case. Triggers assignment, escalation and workflow rules.

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Setting up Email-to-Case

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Administrators need to: 1. Configure email settings, such as [email protected] 2. Enable email-to-case (2 options). 3. Add the Emails Related List to the Case Page Layout.

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Email Settings

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To create cases from Outlook, the Admin needs to enable the option, notify case owners, enable HTML email.

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After you enable Email-to-Case

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You can't disable it BUT You can disable the On-Demand service

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There are two different Email-to-Case options

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1. Email-to-Case 2. On-Demand Email-to-Case

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Email-to-Case vs. On-Demand Email to Case

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Email-to-Case -Behind the firewall -Downloaded and installed -No Browser ->25 MB attachments or no limit on attachments On-Demand Email-to-Case -Runs on Browser -No need for firewall -<25 MB attachments

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Auto-response rules

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Response to customer who submitted the case. Run each time a case is submitted via web-to-case, email-to-case or community. There are rules that define the order and criteria for which email template to send.

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Any time you send an email, there needs to be a.....

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template Templates are set up for the following 9 situations: Web-to-Lead Web-to-Case Email-to-Case Assignment rules Escalation rules Process Builder Auto-response rules Workflow Approvals

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Preparing for Web-to-Case and Email-to-Case

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The following 5 steps need to occur: 1. Create queues. 2. Create email templates. 3. Create or activate assignment rules. 4. Create or activate auto-response rules. 5. Enable the Web-to-Case or Email-to-Case.

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Web-to-Case Pros

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1. Easy to build 2. Easy to submit 3. Integrate into company's existing web pages 4. Can use CAPTCHA to avoid spam

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Web-to-Case Cons

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1. Unauthenticated 2. Web publishing 3. One-time interaction 4. Invalid data 5. Case capture limits 6. Changes to configuration require updates to Web forms

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On-demand email-to-case Pros

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1. No clicks 2. Auto population of cases from an email 3. Maintain a thread from an email 4. Only solution that automatically includes attachments

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On-demand email-to-case Cons

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1. Some technical setup 2. Parsing details from email messages requires customization

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Email-to-case Pros

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1. Useful if requiring email traffic to stay within network firewall

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Email-to-case Cons

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1. Requires download and install of agent software

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Queues are supported by these 3 objects

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Leads Cases Custom objects

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Case Queue members consist of these 4 combinations

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Public Groups Roles Roles and Subordinates Users

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Best Practice for which members to use for queues

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Roles if there is more than one user. This is a better hierarchy if users change roles.

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Grouping of Case Queues

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You can break these out where you have Tier 1 (simple) and Tier 2 (escalated). Queues can be grouped by: -type of support -product family -type of customer -type of service level agreement

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Case Assignment Rules workflow:

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1. Case is created. 2. Case is assigned. 3. Case is routed to queue. 4. Admin has created pre-defined case teams.

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Assignment rules are applied to cases created through 5 mechanisms:

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1. Browser (not sure about this one) 2. Data Loader 3. Import Wizard 4. Web-to-Case 5. Email-to-Case

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Case Escalation Rules

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Admins can: -Escalate cases to a queue or a user. -Configure a rule to automatically notify a user. -Configure a rule to define the order (Tier 1 then Tier 2), criteria (When over 4 hours) and escalation action (automatically reassign case to Tier 2). -Enable early triggers in Support Settings.

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There are 2 types of Visual Workflow (Flow):

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1. Screen-based 2. Auto-launched

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A Flow requires:

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1. input from a user (screen-based) OR 2. auto-launched by the Process Builder when criteria are met.

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Actions for a Flow:

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1. Create a record. 2. Update a record. 3. Query a record. 4. Delete a record.

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Screen-based Flows can be deployed with:

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1. Custom Button 2. Custom Link 3. Add to a Lightning record page??

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To deploy a flow

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You have to select the "Enable Lightning Runtime for Flows Setting" under Process Automation Settings.

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Another example of a Flow

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The Case Wizard will take an email address and create a case if a shipment doesn't arrive on time. It's deployed as a list button.

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Apex

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Use APEX to add business logic to system events: -perform complex validation over multiple objects. -create complex business processes that are not supported by workflow. -attach custom logic to another operation, such as saving a record so that it occurs when the operation is executed. -send a call out to an external web service to integrate with an external system.

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Apex is a programming language

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that allows developers to add business logic to a system event, such as clicking a button. Example: When a user clicks the Save button on a new Position record, the position is saved AND an Apex trigger creates a new interviewer record AND saves the new interviewer record to the database.

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Apex code executes

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when a custom button or link is clicked or a related record is modified

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Visualforce

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Use Visualforce to customize the Salesforce user interface: -create custom pages in Salesforce. -apply custom colors, fonts and other styling to Salesforce pages. -override standard buttons and tabs to route users to a new location. -display content from other Salesforce objects or external web services on a page.

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Force.com platform

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Salesforce developers use the programmatic capabilities of the Force.com platform to create custom applications.

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Visualforce and Apex

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An interface designed with VF can include Apex code to incorporate advanced business logic. For example, a custom button on a case called 'similar cases' calls a VF page request. The VP page is bound to Apex code, which fetches all resolved cases with the same Reason and Product fields from the database, then the data is displayed as a grid on a VF page.

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