Online course: Administration Essentials for the Service Cloud

https://help.salesforce.com/HTTrainingModulesDetail?courseId=a1S30000000glX2EAI

Why to use Salesforce Service Cloud?
Improve agent productivity
Reduce costs
Increase customer satisfaction

Which are the Service cloud administration responsibilities?
Help end users to:
Creating, managing and resolving cases more quickly
Configure call center and application settings to help drive user adoption
Automate supporting process
Help stakeholder to analise support data

How could you drive the agent productivity and increase the client satisfaction?

Service cloud:
The Service cloud helps manage the complete lifecycle of customer service through various channels such as phone calls, emails, websites and search engines. Customers can use various devices, such as laptops and mobile phones, to access these channels.
The Service cloud runs on the Force.com platform, making it easy to customize and fast to deploy.

E-mail:
E-mail to case: Offer a high quality service and convenience to the client.
E-mail templates: Allows you to communicate to customers efficiently and consistently.
E-mail related list on cases: Allow you to track all e-mail communication to and from customer.

Call scripting:

Search:
Customers perform a Google search when they don't know where to turn for answers.
The Service cloud ensures that customers find appropriate information from the Salesforce knowledge base.

Partners:
Businesses can share cases and customer solutions across partner networks to delivery efficient and high-quality service.

Contracts and Entitlements:
Provide instant visibility into customer entitlements and service agreements to every agent.
Ensure that each customer gets the best service possible.

Reports and Dashboards:
Use the support reports provided in Salesforce to easily create custom reports and dashboards that will help you analyze performance in real time and share and apply your insights across teams.

Social customer service:
Community network websites help customers get timely support and solutions. Salesforce connects to where your customers are today: Google, twitter and Facebook.
And Radian6 helps you automate social monitoring and integrate with customer service process to provide closed loop follow up with your customers who participate in those social media communities.

Live agent:
Live Agent is an Service cloud add-on that let you ad a real-time web chat channel to your customer service processes. Your customers contact your support agents instantly with chat buttons that you place on your website, public knowledge base, or customer community. It helps resolve a great number of customer issues with less agent time, helping your business lower your support costs.

Social contact center:
Call centers provide support through support agents who capture and follow cases in real time, use a Salesforce knowledgebase, and collaborate through chatter to resolve cases.
The social contact center strives to improve agent productivity, reduce costs, and increase customer satisfaction.

Self-service communities:
Today, companies are able to handle higher volume of customer inquiries through effective collaboration with customers. Service cloud products like chatter answers enable you to supercharge your existing portal and knowledge base deployments by creating a unique online feed in the form of question and answers, along with the look and feel of chatter. Rather than going through the traditional case creation process, customers can solve their issues faster and on their own in your self-service support community.

Collaborative Knowledge:
Knowledge is the core of the Salesforce Service Cloud that comprises a comprehensive knowledgebase where you can easily create and manage content, known as articles. Salesforce's leading knowledgebase technology helps provide answers to all questions across all channels.
Your agents can collaborate by using chatter to ensure that these knowledge articles are relevant and accurate.

Social Analytics:
The service cloud allows you to monitor and manage customer interactions across every social channel by using real-time reports and customizable dashboards. These reports and dashboards enables agents to identify the issues that are impacting the business.

What is a case?
A case is a description of a customer's feedback, problem or question.

What is a Solution?
A solution is a detailed description of a customer issue and the resolution of that issue.
A solution has a field called Status which can be used to specify if that solution is a draft or if it has already been reviewed.
Solutions can be marked as public and be published on customer websites, allowing customers to self solve their own issues without an agent effort.

What are solution categories?
Solutions categories allows similar solutions to be grouped. This makes then easier to find.
Once a solution is categorised, it's became easier to find through the Solution's tab.

What happens when you check the option "Enable solution browse" on Solution Settings?
On Solution's tab, Salesforce enables the "Browse Solution" area which allows user's browse through Solutions categories.

What happens when you disable Manage Categories option in App Permissions settings in a specific profile?
The users of that profile lost the ability to manage (create, edit or delete) solutions categories in customize>solutions>solutions categories.

What is the Salesforce Knowledge?
Salesforce Knowledge allows users to easily create and manage content, known as articles, and quickly find and view articles they need. All Salesforce users can view articles without an add-on Knowledge user license.

What Salesforce Knowledge allows?
Users to write, edit, publish and archive articles and attach them to open or closed cases.
Users to track which article version was attached to a case and communicated to the customer.
Administrators to configure article types and data categories.

How do Solutions and Knowledge compare?
Check the comparative table below

What add-on Knowledge User License enables user to do?

What is a support process?
A support process is a business process that defines the values of the case status field. Those values identifies the high level point of the case in the support process lifecycle. A support process is defined using the Record Type functionality for cases. For each case Record Type is possible define the values of the case's status field and the page layout associated to the record type an the user profile.

What is a web-to-case?
Web-to-case is a Salesforce functionality that allows web page forms create a case into Salesforce. The case can be filled with the informations (such as account name, case subject and case description) provided by the user in the form.

What is important to know about web-to-case?

Whenever possible, Web-generated cases are automatically linked to the relevant contact and account based on the customer’s email address.
Salesforce runs field validation rules before creating records submitted via Web-to-Case and only creates records that have valid values. All universally required fields must have a value before a record can be created via Web-to-Case.
The format for date and currency fields captured online is taken from your organization’s default settings - Default Locale and Currency Locale.
Salesforce doesn’t support rich text area (RTA) fields on Web-to-Case forms. If you use RTA fields on your forms, any information entered in them is saved as plain text when the case is created.
If your organization exceeds its daily Web-to-Case limit, the default case owner (specified in your Support Settings page) will receive an email containing the additional case information.
The active validation rules must be respected to the case be created.
Multi-select picklists allow customers to report cases of several products at a time.
Support settings must specify a Default Case Owner and an Automated Case User.

How many web-to-case can be created?
For Professional, Enterprise, Unlimited, Performance and Developer organizations, you can capture up to 5.000 web-to-case requests in a 24-hour period. This limit can be increased through a case to Salesforce team.

What happens if the web-to-case 24-hours period limit of my organization is reached?
The additional web-to-case requests are stored in a pending request queue. This pending request queue stores the additional web-to-case and web-to-lead request. This pending request queue can stores up to 50.000 requests of web-to-case and web-to-lead requests. The requests are submitted when the 24-hour limit is refreshed.
If the limit os pending request queue is reached, the salesforce start to reject and not queue the new requests.
The organization administrator receives one e-mail for the first five rejected submissions.

How can I be sure that cases won't be lost?
If your organization exceeds its daily Web-to-Case limit, the Default Case Owner (specified in the Support Settings) will receive an email containing the additional case information. If a new case cannot be generated due to errors in your Web-to-Case setup, Customer Support is notified so that we can assist you in correcting it.

If your organization is using On-Demand Email-to-Case, Salesforce ensures that your cases won't be lost if users submit them during a scheduled Salesforce downtime.

	Created by Saulo Oliveira over 11 years ago

Detailed descriton of salesforce certification preparing online training "Administration Essentials for the Service Cloud".

Online course: Administration Essentials for the Service Cloud