Web To Case is a way by which customers can post a simple, unauthenticated web page that allows customers to submit cases directly to the Salesforce.com instance. This indicates that you can use a public case submission form on your own website with your own branding and styling. Web To Case works on the basis of generating a snippet of HTML code for you and using that HTML code for form generation that can be put on any website page.

When your customer used to submit the form, the information on this form is directly posted in Salesforce org and can be assigned automatically to support teams who are taking care of the case records.?

What is it useful for?

Customers are able to automatically generate up to 5,000 new cases a day with Web-to-Case. It?allows customers to fill the details in respective fields and submit the form which directly creates a case in Salesforce CRM, and with the help of automation rules/tools ( like workflow, assignment), you can directly assign the case to the responsible team which in return saves a lot of time for support representatives.? With Web To Case, you can quickly set up a page in minutes and because it’s standard HTML, it’s easy to combine into an existing page.?

Prerequisites:

Required edition: Salesforce classic (not available in all orgs) and lightning experience

Available in: Essential, professional,Enterprise, performance, unlimited and developer Edition.

Also Check : Tips for Salesforce Einstein Bot Configuration !

Steps of Configuration

• Access Setup and type Web-to-Case in the Quick Find box, then select Web-to-Case.

• Select Enable Web-to-Case.
• You have the option to select Require reCAPTCHA Verification in order to reduce spam and require reCAPTCHA verification for customers? requests.
  Once it is enabled then requests without verification don?t generate cases. Once it is enabled, do cross-check that your HTML code must include the reCAPTCHA information.
• Choose a default case origin.
• Choose a default response template in order to notify customers automatically that their case was created.
  You can leave this option blank if you do not wish to send emails when no response rules apply. Make sure that the template must be marked as ?Available for Use.? if you plan to send email notifications.
• Select Hide Record Information for hiding the record information when the email is sent to customers in case the case creation fails.
• Enter an email signature if you want to use a different signature other than the default.
• Click Save.

• Access Setup and type Web-to-Case HTML Generator in the Quick Find box, then select Web-to-Case HTML Generator.
• Choose the fields that you want to include into the Web-to-Case form.
  You have options to use the Add and Remove arrows in order to move fields between the Available Fields and the Selected Fields lists. You can also use the Up and Down arrows in order to change the order of the fields on your form.
• Provide the complete URL that will redirect customers after they submit their information.
• Click Generate.
• Copy the generated HTML code and use it for the company’s website so customers can directly access it through the website.
• Click Finished.

Creation of Queue

• Access Setup and type Queues in the Quick Find box, then select Queues.
• Click New.
• Enter a label and queue name.?
• Select to whom you want to notify when new records are added to the queue.
• Add which objects (here case) to include in the queue.
• Add queue members. Members can include users, roles, public groups.
  

Creation of Case Assignment Rule

• Access Setup and type in quick find box Case Assignment Rule.
• You will see one default active assignment rule and a new button.
• Click on the new button and give the name and make sure the active checkbox is true.
• Now click on the Rule name that you have created recently.
• Give the Rule Entries or set the criteria.
• Here I set the criteria as if case priority is high then assign it to the recently created queue named as CaseQueue.

Now whenever a case is created from a website/web form or any other means and if the priority is high then it will be assigned to the queue.

Now you can log in as a user as a part of the queue and accept the record (Case) that was created recently.

Why use Web to Case instead of Zendesk ticket Management tool

Zendesk have gone through some of the difficulty with getting historical context or details related to the tickets that are submitted, and the lack of a customer profile to really provide real-time observation into how customers feel about their support experience received or just overall sentiment related to the organization, hence must go for a more robust solution or tool i.e Salesforce Web to Case.

Conclusion

It allows organizations to capture customer support issues related to products/services directly straight into the CRM software. These features help organizations and its team in saving a lot of time that you would ordinarily use in manually logging these cases. Additionally, the information that is created on the web-to-case is structured, making it very easy to comprehend the issues at just a glance. Since it is a Salesforce built-in feature, therefore, organizations are more inclined to use it in order to optimize its support business process.

The post Web-to-Case and Assignment Automation appeared first on AwsQuality Technologies | Salesforce ISVPartner | AppExchange Partner.

Why is it needed?

In order to eliminate work load from your service agents, organizations are moving further to configure it. Bots can efficiently manage the routine requests and free your agents to handle more complex issues. Bots have capability in gathering pre-chat information to save your agents precious time.

Editions Required

Einstein Bots is available in Salesforce Classic and Lightning Experience. Einstein Bot setup is available in Lightning Experience.

Available in: Enterprise, Performance, Unlimited, and Developer Editions of Salesforce.

Advantages

• It can chat with a lot more customers at the same time and it can do it faster than any of the agents.
• In case the customer did not get attention from the actual agent then Bot smoothly transfers the customer to an available agent.
• It understands customers in a more smarter way.
• Agents can have more time to work on complex customer issues or values added activities. Less agents handle time, less wait time, better user experience, more happy customers.
• Customers are welcomed with a grand greeting, and also redirect them to the relevant agents whenever they feel the need for the same.
• Using NLU (Natural Language Understanding) technologies, bots can learn how to respond to customers appropriately and let agents do the heavier lifting.
• Being smart enough, chatbots are responsible for quick and intelligent responses to the customers? queries, and let agents focus only on the complex work.

Also Check: What Are The Advantages of Salesforce Einstein Discovery?

How to set up?

Here we will discuss the steps to configure Einstein Bot below…

Publish your Community

• Enter Communities Settings in the Quick Find box after accessing setup, then select Communities Settings.
• Select Enable communities.
• Enter a unique domain name and click Check Availability.
• Click Save.
• Click OK.
• Click New Community.
• Select the Customer Service template.
• Click Get Started.
• Name the community as per your choice.
• Click Create.

Run the Chat Guided Setup Flow

• Go to Salesforce Setup.
• Copy the URL that is associated with the community.
• Click on Service Setup to access Service Setup Home.
• Click on View All and select Chat with Customers.
• Click Start.
• For Queue Name, enter FAQs.
• For Name this Agent Group, enter any name.
• Click the plus sign next to your name, and click Next.
• Keep your agents? chat workload as is, and click Next.
• For the Website URL, paste the URL you copied from your community.
• Click Next.
• Click the Service tile, then Next.
• Keep Offline Support off, and click Next.

Adding the Chat widget URL to your community?s security settings to allow live web chat.

• From Setup, type Chat in the Quick Find box and select Chat Settings.
• Copy the URL in Chat API Endpoint.

• Access Setup >> enter Communities in the Quick Find box, then select All Communities.
• Click Builder next to your community.
• Click the Settings icon in the upper left.
• Click Security.
• Change the default Content Security Policy (CSP) from Strict CSP: Block Inline Scripts and Script Access to All Third-party Hosts (Recommended) to Allow Inline Scripts and Script Access to Whitelisted Third-party Hosts.
• Click Allow in the popup window.
• Click + Add Trusted Site in the Trusted Sites for Scripts below the CSP section,
• For the Name, enter LiveAgent.
• For the URL, enter the URL you copied from Chat API Endpoint in Chat Settings.
• Make sure Active is checked.
• Click Add Site.

Add Embedded Service Chat to Your Community

• Access Setup >> enter All Communities in the Quick Find box, and select All Communities.
• Next to your community, click Builder.
• Click the Components icon in the top-left corner to open Components and scroll to the Support section.
• Drag and drop the Embedded Service Chat to the template footer.

Set Up an Einstein Bot

• Access Setup >> enter Einstein Bots in the Quick Find box, and select Einstein Bots.
• In the Settings area:
  • Click the toggle button next to Einstein Bots to turn it On.
  • Go through terms, and click the I?m authorized by my company to accept these terms checkbox to accept them.
  • Click Try Einstein.
  • To provide your customers with a menu of options for interacting with your Einstein Bot, click the drop-down menu next to the Bot Options Menu and select Edit.
  • Select the Enable Einstein Bots Options Menu checkbox and click on the Save.

Create new Bot

• From Setup, in the Quick Find box type Einstein Bots, and select Einstein Bots.
• Click New.
• Review the welcome screen and click Next. A setup wizard allows you to go through a few screens to gather basic information about the bot, including:
  • Bot Name
  • Greeting
  • Main Menu Options
• Let?s name our Einstein Bot and enter the description: A basic customer service bot.
• Click Next.
• Enter a greeting message that identifies your bot by name and ensure that it?s not a human. For example: Hi! I?m AQT, the customer service chatbot. How can I help you?
• Click Next.

Now you have to set up a menu for your customers with common issues or questions you want your bot to handle those.

• You can type any menu option that is relevant to your business needs.
• Click create and click on finish.

Add Prebuilt Dialogs and Customize the Options Menu

??Add Prebuilt Dialogs to the Main Menu

• Click the Main Menu. This is the Main Menu dialog. It consists of the menu options we specified in setup.
• Ensure Show a menu is selected.
• Click in the Select menu items search field.
• Select Transfer to Agent.
• Click again in the field and select End Chat.
• Click Save, which is present at the top right of the page.

Configure the Chat Button to Preview the Bot

• Click Overview from the dropdown menu.
• In the Channels section, click Add.
• Select Chat from the Select an Option dropdown menu in the Add Channel window, .
• Enter some of the letters in the Deployment search box and select the Chat Agents that you have created.
• Leave Require Agent Online unchecked.
• Click save.

Create a Dialog, Submenu, and Dialog Group

? Add a New Dialog to the Main Menu

• On the Dialogs page, click Deactivate.
• Click Yes.
• Click the plus sign and select New Dialog.
• For Name, enter Search FAQ.
• For API Name, enter Search_FAQ.
• Leave Dialog Description blank.
• Leave the Assign to Dialog Group setting set to none.
• Select Show in Bot Options Menu.
• Click Save.
• Click the Main Menu.
• Ensure Show a menu is selected in the Next Step section.
• Click in Select menu items >> click Search FAQ.
• In order to rearrange menu items, click and drag them to the desired position >> Click and drag Search FAQ, moving it under Appointment Related.
• Click Save.

Create a Submenu

• Click on the plus sign and select New Dialog and enter the details:
  • Name: Order Status
  • API Name: Order_Status
• Leave Show in Bot Options Menu unchecked.
• Click Save.
• Repeat this process for Cancel an Order.

Addition of new dialogs to the Order Related menu.

• Click the Order Related dialog (in the left panel) and then select Show a menu from the Next Step section.
• Add the menu items that are recently created. Type and then after select Order Status, Cancel an Order.
• Click Save.

Create a Dialog Group

• Click Deactivate.
• Click Yes.
• Click the plus sign >> select New Group, and fill in the details.
  • Name: Customer Orders
  • API Name: Customer_Orders
• Click Save.
• Next to Order Related, click on the drop down arrow >> select Edit. Select Customer Orders in the Assign to Dialog Group field.
• Select Show in Bot Options Menu.
• Click Save.?

Bot Conversations Using Variables and Entities

Create an Entity for Order Number

• Click the drop down arrow next to Dialog >> select Entities.
• Click New, and enter the details:
  • Label: OrderNumberString
  • Extraction Type: Pattern
  • Regex: ^O\-\d{5}$ (Here i use regex that is a regular text expression which describes a search pattern, to ensure Salesforce stores order numbers in the proper format. The expression ^O\-\d{5}$ that allows strings that start with the letter ?O-? followed by five numbers to be stored in any variable associated with this entity.)
• Click save.

Add a Question and Create a Variable

• Click the drop down arrow present next to Entities and select Dialog.
• Click the Order Status dialog and select Question that is present in the main body of the dialog.
• In Bot Asks, enter What’s the order number? (Note: make sure that it usually starts with letter O followed by a dash and 5 numbers.)
• Set the Entity Name to the OrderNumberString (Text).
• Click in the box named Save Answer to Variable box, and Select plus sign (+) New Variable.
  • Label: OrderNumber
  • API Name: OrderNumber
  • Data Type: Text
• Click Save.

• Click on the plus icon below the Question section and select Message.
• In the place Bot Says, enter the details like : Sure, let me look up this order {!OrderNumber} for you.
• Click save.

Let?s test

• Activate the bot.
• In case if the Preview panel is not open then click on Preview.
• Next to the Name of Chat Agents, click Submit.
• Click Chat with an Expert.
• Fill each and every field values in the pre-chat form >> click Start Chatting.
• Click Order Related.
• You have options to click either one New Message or scroll down the chat window and subsequently click on Order Status.
• Enter O-12345 (example) and press Enter.

Now you can see your conversation below in the main community that you have created.

Conclusion

Organizations are moving forward to configure the Bot that can efficiently manage the routine requests and free your agents to handle more complex issues. Bot enables customers to quickly and accurately interact (Customers can send messages, ask questions and queries from Bot) with them without waiting for a human agent to become available.

?

The post Tips for Salesforce Einstein Bot Configuration ! appeared first on AwsQuality Technologies | Salesforce ISVPartner | AppExchange Partner.

Case automation involves several tools. Let’s check out some of the main ones, and bear in mind that “automatically” is the key word for those tools.

Since you’ve seen some of the most common case automation tools snapshot, let’s set up some of them. Automating common case processes isn’t taking long with the Service Cloud.

Also Check : Asset Management in Salesforce Service Cloud

Create a Case Queue

Let’s assume you have a team of support agents who need to manage a shared cases workload for Platinum Support ? the first level of support for your company. Such cases come from clients paying big money to get the best service. We’ll create a queue to help your agents find and work off this list of relevant high-priority client cases.

• From Setup, enter Queues in the Quick Find box, then select Queues.
• Click New.
• Type a Label and Name for the queue, such as Diamond Support.

• If you want the support agents included in the queue to receive an email when a new case arrives, leave Queue Email blank. Otherwise, type an email address to notify a person or persons with the email address when each new case arrives.
• Add Case to Selected Objects.

• Add members, including yourself, to the queue and click Save.

Now that the queue is created, let?s check it out as if we were support agents. We can get there with a few clicks.

• Click the Cases tab.
• From the View list, choose Platinum Support and click Go!

Here?s the queue, which is empty at this time.

Add an Assignment Rule

Imagine how much time the clients and support staff could save if cases were automatically allocated with the right responses to the right people. Magic is fact with case assignment rule. Incoming cases may be automatically allocated to one user, groups of people, or even queues.

• From Setup, enter Case Assignment Rules in the Quick Find box, then select Case Assignment Rules.
• Click New.

• Type, Awesome Assignment, and click Save.
• Select the rule you just created, and next to Rule Entries, click New.

Here?s where we add the little details that determine case assignment.

• In Sort Order, type 1 so that the entry we add is processed first. After all, we?re dealing with awesome admins here. In the real world, you?d create one assignment rule with many different entries, which are processed in chronological order. When a case matches an entry, it?s assigned without proceeding to other entries. Won and done!
• For entry criteria, select ?Contact: Title equals Awesome Admin.?

One of the many interesting aspects about case assignment laws is that you can decide how cases are allocated from documents other than cases based on fields. For example, we select case assignments based on a contact field, but we may also select case assignments based on fields from accounts, properties, or users.

• Add yourself as the User assigned to the rule entry.
• In Email Template, click the lookup and choose a template so that you receive an email whenever a case from an awesome admin is assigned to you.

• Click Save.
• Click Edit to mark the rule as Active, then click Save.

This disables all other assignment rules in your company when you activate an assignment rule, so make sure your active rule includes all the assignment entries your support team needs.?

This is it! Your support staff will now send superhero capes to all the cool admins who come in touch with you.

Add an Auto-Response Rule

Being yourself a customer, you probably like to know when you receive an email you have sent to a company. In other words, you would want to receive an email confirmation that your voice has been heard when you send an email or post a question on a help website. You can ensure with auto-response rules that your customers know their voices are heard loud and clear.

You can set up response rules to automatically give your customers a personalized email when they enter your company. What better way to convey to your customers that your support team values their business?

Before we add an auto-response rule, let’s say we already personalized and uploaded an email template to Salesforce.

We will use an out of the box email template for our purposes, because creating email templates is a lesson beyond the Service Cloud.

• From Setup, enter Case Auto-Response Rules in the Quick Find box, then select Case Auto-Response Rules.
• Click New.

• Type, Welcome to Support, then click Active and Save. Activating a rule deactivates any existing active rules.
• Select the rule you just created, and click New to add a rule entry.

Here?s where we add a few details that determine which email template we?ll send to a customer.

• In Sort Order, type 1 so that the entry we add is processed first. In the real world, you?d create one response rule with many different entries, which are processed in chronological order. When a customer issue comes in and is converted to a case, it?s assigned based on the first entry it matches.
• For entry criteria, select ?Case: Case Origin equals email.?Similar to case assignment rules, you can determine the automatic response to send to a customer based on fields from records other than cases.
• Add a name and email address to include in the From line of the email template to send to customers.
• From the lookup field, pick any template to see how this works.
• Click Save and you?re done!

Now any incoming emails from your customers should receive an automated response from your support team and confirmation.

Define When Cases Escalate

There are occasions when a consumer case may jeopardize a big deal, or when an unintentionally ignored consumer can want to take their business elsewhere. You may increase the visibility of certain cases using escalation rules. Much like the rules on assignment and auto-response, you will decide conditions that will automatically trigger an action on a case. The move for escalation rules is to inform or reassign a case to a particular person who can address the case immediately and regain trust in your brand.?

Let’s describe a basic rule about escalation. Our rule is to escalate a case for you to respond when it’s open for more than five hours. Right now, let’s use the normal working hours of your company, which basically means your support staff will be available 24 hours a day, 7 days a week. But your Company Profile can change business hours in Setup.

• From Setup, enter Escalation Rules in the Quick Find box, then select Escalation Rules.
• Click New.
• Type Silver Support, then click Active and Save. Activating a rule deactivates any existing active rules.
• Select the rule you just created, and click New to add a rule entry.

Here?s where we add the details that determine when the case gets escalated.

• Type 1 in Sort Order so that we first process the entry that we add. In the real world, with several different entries, you can create one escalation rule which is processed in chronological order. Once a customer issue arrives and is transformed to a case, it is allocated based on the first entry that suits it.
• For entry criteria, select ?Case: Status equals New.?
• Similar to other rules, you can determine automatic case escalation based on fields from records other than cases.
• Set business hours to your organization?s default 24/7 support.
• Set that escalation times are based on when cases are created.

• Click Save, then New to add an escalation action.
• In Age Over, enter 5.
• Here, 5 is the number of hours at which cases escalate when they have a status of New. Remember, we want cases Closed after 5 hours. You can set up escalation actions in 30 minute increments by clicking 0 minutes and selecting 30 minutes.
• Auto-assign cases to you, and from Notification Templates, click the lookup icon to pick any template.
• Select yourself as the user to notify, and from Notification Templates, click the lookup icon to add a template to see how this works.
• Click Save.

Now any cases that haven?t been closed in 5 hours are assigned to you.

Conclusion

Case management means organizing customer cases into one place and making sure they go to the right person, for the right answer, by the right time. Service Cloud does all that behind the scenes with automation tools. Service is easier, faster, and better with a little auto-magic.

Your business processes can be improved by setting up automatic addresses and workflow functions.If you?re interested to know how (or whether at all) Automation in Case Management in Salesforce Service Cloud can solve your specific problems, contact us and we?ll be more than happy to share.

The post Automate Case Management in Salesforce Service Cloud appeared first on AwsQuality Technologies | Salesforce ISVPartner | AppExchange Partner.

Organizations are setting up strong service networks to optimize the productivity of their service representatives. Hence organizations are more inclined towards Asset Management in Salesforce.

What does Assets mean?

Products represent the items that your company sells, and assets represent the specific products your customers have purchased. Assets are used to store information about your customers? products. Assets can be linked to maintenance plans, entitlements, work orders, and more so your support team can quickly assess the history of a customer?s product. Assets include a serial number, purchase dates, and other information that are related to an individual sale.

How can Assets be set up??

You can view and manage assets from the Assets tab. There is also an option that depends on your page layout settings, you can also view lists of related assets on account, contact, product, and location page layouts.

You can set or create asset hierarchies in order to represent products with multiple components, and can have a view of a tree grid of an asset?s hierarchy on its detail page. Assets can be linked to cases, work orders, maintenance plans, entitlements, and contract line items when you take consideration of the support side.

You can associate assets with various Salesforce records in addition to products like…?

• Cases
• Locations, like a customer site or warehouse
• Maintenance plans
• Work orders or work order line items
• Entitlements
• Service contracts or contract line items

Also Check: The setup process for Salesforce Lightning Service Console

How to configure for Asset?

Here all points are discussed step by step to implement it?.

Adding? Assets related list to the Account page layout.

• Click Account from the Object Manager in Setup and then click Page Layouts.

• Click Account Layout.
• Click Related Lists.
• Drag Assets to the Related Lists section.

• Click on the wrench icon present on the Assets-related list.
• Click on UP arrow to move the Status field right after Asset Name.?
• Click OK.
• Click on Save.

Now go to the Asset page layout and set the following related lists on a page layout.

• Maintenance Plans
• Primary Assets
• Related Assets
• Work Orders

Add fields to the Work Order page layout.

• Click Work Order From the Object Manager in Setup.
• Click on Page Layouts.
• Click the Work Order Layout.
• Drag and drop the Generated from a maintenance plan field to the Information section.
• Drag and drop the Work Type field to the Information section.
• Save your changes.

Create an Asset

There is a need to link every asset to an account, a contact, or both. Let?s create an account. You can see the details in the below image?

Next, create a product to represent the type of product that the account/company purchased. It is not necessary to link every asset to a product, but when you link it then it becomes easy to check the Assets related list to see which customers have purchased the product.

• From the App Launcher, select Products.
• Click New and enter the following details.
  • Product Name: Solar Panel Version 1
  • Active: Checked
• Click on save.

Now, create an asset to represent TestAccount?s new solar panel system.

• From the App Launcher, select Assets.
• Click New and enter the following details.
  • Asset Name: Solar Panel Version 1
  • Product: Solar Panel Version 1
  • Account: TestAccount
  • Install Date: Today?s date
  • Quantity: 1
  • Status: Installed
• Click on the Save button.

If someone from TestAccount calls, you can quickly see which system they purchased (and when) by consulting the Assets related list on the TestAccounts account.

Viewing Asset Hierarchy

• Click on the drop-down menu and select the Asset Hierarchy. You can see the details in the below image.

Replacement of Assets

To show that one asset has replaced another, we have to create an asset relationship with the help of two related lists on asset record home pages.

The Primary Assets related list: It will show assets that replaced the current asset.

The Related Assets related list: It will show assets that the current asset replaced.?

Suppose new products are launched and one customer shows interest then we have to replace the previous assets by the following ways?

• Click on the Product tab.
• Click on the clone button and give the new product name as per need (You can also create a new one by clicking on New Button).
• Click on Save.

Creation of New Asset

• Click on the Asset tab and click on the New button.
• Fill the below details?.
  • Asset Name: Solar Panel Version 2
  • Product: Solar Panel Version 2
  • Account: TestAccount
  • Install Date: Today?s date
  • Quantity: 1
  • Status: Installed

• Click on Save.

• Navigate to the Solar Panel Version 1 asset record, and change the Status to Obsolete.
• In the Primary Assets related list on the Solar Panel Version 1, click New.

• In the Asset field, select the Solar Panel Version 2 asset that you just created. The Related Asset field will auto-populate to list Solar Panel Version 1.
• In the Relationship Type field, select Upgrade.
• Click on Save.

Here you can see that the account record also shows both assets in the Assets related list.It is shown in below image—-

Conclusion

Asset Management allows service representatives to easily track what their customer recently purchased relevant to the company products and also have a look on the status of the purchased product whether it is installed or not. It helps service reps to provide immediate responses to the query of customers related to recently purchased products from the serving organizations.

The post Asset Management in Salesforce Service Cloud appeared first on AwsQuality Technologies | Salesforce ISVPartner | AppExchange Partner.

Powerful records cases in Salesforce not only track customer stories but also reflect 360-degree customer views. All customer-related information is kept in the case – account, contact, history, products … whether the case has an email exchange, a reminder activity, or an article of information, all of it is kept on trial so that any support the agent can jump in to help the customer any time.

First, there is the Case feed. A case feed helps everyone in your support team get involved easily in opening a case quickly. Each action is followed by a complete overview of the customer’s story and history in the feed.

Second, Case teams. Case teams allow you to define groups of people and their roles in closing a case together. The Case team can include a support agent, product manager, lawyer, distributor, you name it! You can also define each team member’s level of access to the case, such as read-only or read/write.?

When the number of cases is increasing for your company, your support team needs an easy way to handle them all. This is why the Service Cloud incorporates a platform’s functionality to activate actions and workflow automatically and moves cases to the right people and locations without skipping anyone. Case management routes Cases for your configuration processes with the least possible amount of work when looking for top-notch support for your customers.?

Challenges overcome by Case Management

• Inaccessibility of your customer service.
• Losing sight of cases or not knowing the solutions.
• Wrong prioritization leading to low customer and agent satisfaction.
• Improper long case resolution times.
• Difficulties in performance monitoring.

Also Check: Salesforce Lightning Service Console

Important Benefits

• Centralize: Customer Support interactions can be tracked from here.
• Merge: Deal with cases quickly by combining case information with existing information challenges or Salesforce information, a knowledge base designed to help resolve cases.
• Straight Line: Your business processes can be improved by setting up automatic addresses and workflow functions.

Create a Case

• Tap the tab “Cases.” Select Service from the App menu. The Service app shows many aspects of the Service Cloud and is optimized for users who manage a large number of questions.

• Click on a case.
• As with other records, you can choose different list views. Click New to create a fresh case.

• Here’s how a case looks.

• To create a Case, click Save.

Add a Case Team

It takes the effort of an outstanding support team to offer an incredible customer experience. Often in one transaction, a single agent may solve a problem, so “first call resolution” is a metric for many service organizations to track so achieve. However, some cases need input from a lot of people who need to work together to answer the query of the customer and close the case. In such situations, you should use the capabilities of Case Teams to include workers around the company in case resolution. You may add customer service positions with case teams, and pick the people for the teams. First, we are going to create roles and then we are going to identify the teams to apply to the cases.

• Enter Case Team Roles in the Quick Find box, and select Case Team Roles.

• Click New.
• Enter a role, e.g., Support Manager, and select Read/Write access to cases. You can create a lot of roles, and choose their access levels. If your organization is setting up an online community, you can click on Visible in the Customer Portal to see the teams on their cases.

• Click Save.
• Repeat the above steps or click Clone to create more roles, and update the role with a new name and access level of the case.?
• Enter Predefined Case Teams in Quick Find box, and select Predefined Case Teams.
• Click New.
• Enter a name for the team, for example, Diamond Support Team, select users, and their roles.

• Click Save.
• Now add the Case Team related list to case page layouts so that your support agents can see the teams on cases. In Setup, select Customize | Cases | Page Layouts.
• Next to Case Layout, click Edit.
• Go to Related Lists, then drag Case Team under Related lists and click Save.

• Go to a case and click Details. The case team is on the case, and to add your predefined team, you can press Update Case Team Members.

Closing Cases

The case can be closed from several locations depending on the organization’s settings. An administrator or user with a “Manage Cases” permission can close multiple cases at once using the Close button on the case list page. In similar cases with the same solution, they can be locked together at the same time.

• Click Open a case on the case details page, Click in the case related list, or Save and close while editing the case. If enabled by your administrator, you can select ‘Off’ in the Status field in the edit pages and click Save without following other steps.
• Select Status, Case Reason, and other fields as needed. Do not choose ‘Submit community solutions’ if you do not want to submit a review for your solution managers. Leaving this field to be tested automatically involves the case and the solution.
• If there is a contact, in this case, select Notify contact from the checkbox nearby to send an email based on Case Close Template to the contact when the case is closed.
• Click Save or Save and Create Article. The article option is available when your organization uses Salesforce Information and article delivery during the case at hand.

Deleting Cases?

• To delete a case, click Del next to the case on the case list page, or click Delete on the case details page.
• Users who do not have the “Delete” permission for the cases, the Del link, and the Delete button do not display them.
• When a case is deleted, all activity-related events, case ideas, and attachments are deleted.
• Associated contacts, accounts, and solutions do not delete that case.
• The deleted case is then transferred to the Recycle Bin. If you delete a case, all related items are returned.

Conclusion

Summarizing, Salesforce Service Cloud demonstrates quite a promising potential for solving customer service manager?s problems related to case management (customer service inaccessibility, long case resolution times, etc.). But this potential needs to be revealed or at least honed through configurations and customizations.

Surely, we didn?t mention all the problems that customer service managers may face. If you?re interested to know how (or whether at all) Salesforce Service Cloud can solve your specific problems, contact us and we?ll be more than happy to share.

Know more information about Salesforce Lightning

The post Salesforce Service Cloud Case Management appeared first on AwsQuality Technologies | Salesforce ISVPartner | AppExchange Partner.

The Service Console is a standard Salesforce Lightning console app that streamline the processes of service agents in order to meet all service needs. With the help of this, agents can speed up the activities like creating new contacts, cases, registering products and processing returns, all without losing the context of the interaction or needing to switch screens.?

Why Salesforce Lightning Service Console?

It is the World?s best customer service and support platform, hence companies with different domains across the globe can empower agents to be more productive by giving them new ways to deliver one-to-one support, smarter service and embedded service everywhere.

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Advantages of adopting it

• Optimize the agent experience and put all of the information agents need right at their fingertips. It makes it possible to find everything like customer profiles, case histories and many more all in one place.
• The new Lightning Console empowers agents to apply more intelligence to every case to resolve them quickly. Hence make them more productive.?
• Includes omni-channel routing and presence so the right work is dynamically routed to the right agent at the right time, and resolving customer issues faster.?
• Managers have transparency into what work has been assigned to which agents, each agent?s capacity and can push specific work to the most appropriate agents.
• Put all of the information that needs to be delivered by your agents to customers all in one place.
• Empowers the customer service team to answer customer questions correctly at the first time, and anticipate customer needs, and deliver world-class customer service solutions every time.
• Customers also expect the quick reply related to issues from service agents. Since agents have a detailed view of a customer?s profile, purchasing history, and account information all in one place, therefore customers don?t have to repeat the whole scenario to agents.
• The dynamic adjustment of components in the console makes it easy for agents to access the information from where they need to either from front or center.
• Helps to put all of the most frequently used actions right where your agents need them the most.

Here we will discuss the steps below for setting up the Salesforce Lightning Service Console?

Create a User and Enable Knowledge

• Click on Gear icon (present on top right corner) and select Service Setup.
• Click the Get Started button present on the Add Your Users tile from the Recommended Setup flows.?

• Fill in the information like email (username),first name, and last name.
• Select Profile as Custom: Support Profile.
• Click Add User, then Finish.

• Click View All under the Recommended Setup section.

• Click the Knowledge Setup tile.

• Click Start.

• From the Choose Your Lightning Knowledge Authors page, select the user that you have created and yourself, and click Next.
• Click Next, then click on? Finish.

Set Up the Salesforce Service Console in Lightning

• Click on Gear icon (present on top right corner) and select Setup.
• Enter App Manager in the Quick Find box.
• Select App Manager.
• Click the New Lightning App button.

• Fill in the App Details & Branding information like app name, developer name, and description.
• Click Next.

• Select Console Navigation and Service Setup? present on the App Options page.
• Click Next.

• Click on Add Utility Item present on the Utility Items page.
• Click History.
• You can also add Macros and Open CTI Softphones.
• Click Next.

• On the Navigation Items page, select Accounts, Cases, Contacts, and Knowledge from the Available Items list, and click to add them to the Selected Items list.
• Click Next.

• Choose how the following will open that are present on the Navigation Rules page.
  • Accounts: Select the Workspace tabs radio button.
  • Cases: Select the Sub Tabs of radio button and choose Account (Account) from the picklist.
  • Contacts: Select the Sub Tabs of radio button and choose Account (Account) from the picklist
• Click Next.

• On the User Profiles page, select Custom: Support Profile and System Administrator profile and add them to the Selected Profiles list.
• Click Save & Finish.

Details Record Page

• You can see all relevant details of records on a single window. You do not need to switch to another tab in order to track the details.
• You have to select any one of the Accounts and subsequently select related Contacts and Cases. It is shown in the below image…

• You can track the history of any account that is shown in the below image…

Conclusion

Organizations should adopt Lightning Service Console in order to optimize the agent experience to access all of the information like customer profiles, case histories and many more all in one place that agents need to resolve the customers issues or look after it immediately without switching to open relevant records on another tab. Hence it saves a lot of time for service reps that will further enhance productivity.

The post The setup process for Salesforce Lightning Service Console appeared first on AwsQuality Technologies | Salesforce ISVPartner | AppExchange Partner.