Champion Productivity with Service Cloud
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The presentation discusses productivity enhancement through Salesforce's Service Cloud, detailing forward-looking statements and associated risks. It introduces service personas for case solvers, expert agents, team leaders, and service admins, highlighting best practices for effective use of the service console and automation with macros. The agenda includes a Q&A session, emphasizing the importance of tailored user experiences and efficient tools in customer support roles.
Champion Productivity with Service Cloud
- 1. Champion Productivity with Service Cloud
- 2. LeeAnne Rimel Sr. Product Manager Salesforce @Vinceps Sr. Product Marketing Manager Salesforce Vince Pham Purvi Desai Principal Admin Evangelist Salesforce @leeanndroid Today’s Speakers
- 3. Forward-Looking Statement This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties materialize or if any of the assumptions proves incorrect, the results of salesforce.com, inc. could differ materially from the results expressed or implied by the forward- looking statements we make. All statements other than statements of historical fact could be deemed forward-looking, including any projections of product or service availability, subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plans of management for future operations, statements of belief, any statements concerning new, planned, or upgraded services or technology developments and customer contracts or use of our services. The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and delivering new functionality for our service, new products and services, our new business model, our past operating losses, possible fluctuations in our operating results and rate of growth, interruptions or delays in our Web hosting, breach of our security measures, the outcome of any litigation, risks associated with completed and any possible mergers and acquisitions, the immature market in which we operate, our relatively limited operating history, our ability to expand, retain, and motivate our employees and manage our growth, new releases of our service and successful customer deployment, our limited history reselling non- salesforce.com products, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of salesforce.com, inc. is included in our annual report on Form 10-K for the most recent fiscal year and in our quarterly report on Form 10-Q for the most recent fiscal quarter. These documents and others containing important disclosures are available on the SEC Filings section of the Investor Information section of our Web site. Any unreleased services or features referenced in this or other presentations, press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase our services should make the purchase decisions based upon features that are currently available. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements. Statement under the Private Securities Litigation Reform Act of 1995
- 4. Connect with Us! Salesforce Admins @SalesforceAdmns #AwesomeAdmin admin.salesforce.com Salesforce Admins Salesforce Admins
- 5. Watch the Recording The video will be posted to YouTube & the webinar recap page: bit.ly/servicecloudproductivity This webinar is being recorded!
- 6. Join the Admin Webinar Group for Q&A! bit.ly/AdminWebinarGroup Don’t wait until the end to ask your question! • We have team members on hand to answer questions in the webinar group. Stick around for live Q&A at the end! • Speakers will tackle more questions at the end, time-allowing
- 7. • Intro to Service Cloud & Service Personas • Best Practices for Service Console • Automation with Macros • Resources • Q&A Today’s Agenda
- 8. Intro to Service Cloud & Service Personas
- 9. Lightning Service Console Cases Dynamic Page Layouts Automation with Lightning Flow Macros & Quick Text Knowledge Embedded AI with Einstein CTI Integration Workflows & Approvals SLAs & Entitlements Omni-channel Routing You Might Be a Service Cloud Admin If You’ve Used...
- 10. Service Cloud Admins Champion Productivity Requirements Gathering User Experience Definition Configuration and Setup Implementation Roadmap
- 11. Here’s how Salesforce determined service user personas Personas Capture How People Work and Use Salesforce Persona Methodology AnalyzeSurvey Identify How often 9 core tasks are performed. Which tasks tend to occur together. 4 clear user types emerged as personas.
- 12. Meet the Customer Service Personas Case Solver Expert Agent Team Leader Service Admin Learn more about personas on Trailhead! https://sfdc.co/uxpersonas
- 13. Case Solver Provides direct customer support & solves escalated cases Case Solver Top Activities 1. Logging activities 2. Troubleshooting customer issues 3. Updating existing customers 65% spend 5+ hours/day in Salesforce 42% have 10+ years experience in customer support Tools to increase efficiency and enable collaboration are key to Case Solvers’ success.
- 14. Expert Agent Solves escalated cases, creates Knowledge articles, and trains agents Expert Agent Top Activities 1. Troubleshooting customer issues 2. View status of cases 3. Logging Activities 66% spend 5+ hours/day in Salesforce 28% have 10+ years experience in customer support Expert Agents support other agents by creating & editing knowledge articles and training.
- 15. Team Leader Supervises, manages, and trains agents Team Leader Top Activities 1. View status of cases 2. Creating/viewing reports & dashboards 3. Collaborating to solve cases 50% spend 5+ hours/day in Salesforce 55% have 10+ years experience in customer support Team Leaders rely on reports & dashboards of employee productivity and customer issues.
- 16. Best Practices for Service Console
- 17. Key best practices Give Quick Access to Key Information Provide Contextual Details and Shortcuts Build Experiences That Drive Productivity Customize for Each Persona
- 18. Deliver a Tailored Experience to Increase Efficiency Customize layouts with custom apps and profiles Contextually show and hide content with component visibility Get feedback from your users early and often Customize for each persona
- 19. Draw Attention to the Details Needed, First Keep critical information always visible with pinned regions Layout information in order of importance from left to right Keep conversations in the center or pinned to the right Quick access to key information
- 20. Surface Clues and Reduce Clicks to Solve Cases Faster Auto-launch related objects like account and contact details Maximize real estate with tabs and accordions and add contextual components right within the case Autofill content with Quick Text and automate multiple steps into one click with Macros Provide contextual details and shortcuts
- 22. Automate Routine Tasks Into a Single Click with Macros Set of instructions on the UI that tells the system how to complete a task Works with standard and custom objects that allow quick actions and have a customizable layout Empower agents to create them with an easy to use, point-and-click builder
- 23. Popular Use Cases for Macros Update Cases Automate the steps required to escalate or close a case into a single click. Automatically Send Email Send out predefined email templates based on specified case criteria. Create Tasks Log phone calls or create follow-up tasks without breaking out from your workflow
- 24. Supercharge Macros With Our Latest Innovations Folder Support Organize macros and quick text into logical, easy to share, folders. Relative Dates Use relative dates, like 1 week from now, when working with date and time fields. Quick Text Use quick text to insert predefined messages into macro instructions. Conditional Macros Add expressions directly in the macro builder to specify when and which steps are executed with conditional statements. Step 2 Step 3 Step 4
- 25. Resources
- 26. Resources Trailblazer Community Group salesforce.com/success- servicecloud Trailhead Superbadge Service Cloud Specialist Admin Website New Lightning Resources for Service Cloud Admins