1 C1. Industry Knowledge 18 % Q1. Explain the factors that influence key Contact Center metrics, KPIs, and business challenges Q2. Explain common call deflection techniques Q3. Identify challenges and considerations for business continuity in the Contact Center Q4. Compare and Contrast different types of Contact Centers and their business drivers Q5. Identify the core tenets of KCS and ITIL Q6. Describe how various components of a contact center can solve different business challenges Q1. Explain the factors that influence key Contact Center metrics, KPIs, and business challenges 1. Call Center 2. Contact Center Understanding Contact Centers ITIL describes processes, procedures, tasks and checklists that are not organization-specific, used by an organization for establishing integration with the organization's strategy, delivering value and maintaining a minimum level of competency. It allows the organization to establish a baseline from which it can plan, implement and measure. It is used to demonstrate compliance and to measure improvement. Customer PBX ACD ACD to Agents (with CTI Optional) ANI: Automatic Number Identifications DNIS: Dialed Number Identification Services IVR: Interactive Voice Recognition Contact Center Architecture Intelligent Routing ACD: Automatic Call Distributor (Routes the call to agent/queue/department) PBX: main entrance point for phone calls CTI: provides screen pop with call information (based on the information from salesforce) Call Deflection Instead of making phone calls, customer contacts agents through other channels. The purpose is to reduce costs, by reducing number of direct phone calls to a contact center.
2 Service Cloud Console (left panel) 1. Answer Customer 2. Log a Call 3. Write Internal Notes 4. Change Status 5. View Case Details Measuring Service Success Role Goal Metrics VP, Support Increase CSAT FCR, CSAT CFO Decrease Cost of Service CPC, Calls Per Agent VP, Sales Increase Revenue Up-sell %, Customer retention C2. Implementation Strategies 7% Given a scenario, determine how to facilitate a successful consulting engagement Given a scenario, determine appropriate contact center deployment strategies A. Implementation Essentials Overview CRM Challenges 1. Unsecured environment 2. Low user adoption 3. Poor data quality Ensuring a secure environment Define your settings Implementing the Service Cloud 1. Understand how security settings work together 2. Leverage features to manage and monitor data access Increasing Optimal Usability Adoption System UI 1. Design an intuitive application 2. Leverage features to minimize user clicks User Adoption 1. Train users on relevant information 2. Leverage features to drive adoption
3 Improving Trusted Data Quality Trusted Data Quality Clean Data 1. Implement techniques to keep data clean 2. Design the system to enforce clean data Fresh Data 1. Understand best practices for migrating data 2. Leverage tools to ensure data stays relevant Extending Beyond CRM (customizing your CRM for a total solution) is also one of the ways to address business drivers. Match solution designs to business challenges Call Center Environments What Does a Call Center do? Sample Solution: Scoping Questions B. Implementing the Service Cloud Overview Process Map: Case Generation
4 5 ways to create cases Process Map: Case Resolution 1. Case is assigned to a User or Queue 2. Verify entitlements (Agents can refer the Account, Contact, Contract, Assets, and Entitlements) i. Are they entitled to support? ii. Is the person contacting us entitled to support? iii. Level of support? iv. Which products? 3. Identify a solution (search solutions, browser articles, suggested solutions, create new articles, assign articles or solutions to the issue) 4. Communicate solution (phone, template, customer portal) 5. If resolved, the case is closed. 6. If not resolved, rework the case (due to new information provided by customer, comments added to the case) 7. Case is Escalated (when it took too long to solve the case, need for Tier 2 rep to solve the case) 8. Case is Reassigned (brought to the attention of support manager, assigned to a tier 2 rep or tier 2 queue) 9. Case is closed: the closure procedure might include logging resolution notes, creating a solution and sending surveys. Customer Service and Support Project Roles (for requirement gathering) 1. CSRs/Agents
5 2. Customer Service Manager/Executive (Metrics, System ROI, meeting project objectives) 3. Account Managers (No surprise, 360-degree view) 4. Marketing (integrated experience. Provide website integration, communication templates) 5. IT (migration and security. Provide data migration and integration, etc.) 6. Knowledge Manager (accurate, up-to-date knowledgebase, easy usage monitoring, evaluate effectiveness. Provide definition of solution process and enforcement of entitlement process) Customer Service and Support Challenges 1. Poor Customer Satisfaction (How can I improve the customer experience?) 2. Low agent productivity (how can I improve our agent effectiveness?) 3. Inflexible Processes (How can I improve our responsiveness) 4. Lack of Operational Reporting (How can I improve our service delivery?)
6 Addressing Business Drives 1. High-Quality One and Done Service (Instant gratification is the benchmark) 2. Streamline Case Resolution (Unified and automated case management) 3. Increase Agent Effectiveness (Focus on the value of an interaction) 4. Self-Learning Knowledgebase (Any agent can deliver quality service) Objectives (Capturing, assigning and closing cases) Goal C. High Quality One and Done 1. Customers submit issues from a variety of channels and solve their own issues 2. Cases are routed to the right resources the first time.
8 Live Agent console is not available for new organizations, since it is now part of Service Cloud Console. 1. Cases 2. Q & A 3. Salesforce Knowledge #Chatter Answers 0 Other Sources of Cases 1. Most common: Web, , Phone 2. Others: Fax, in-person, proactive, random 1. Web Design Considerations: Case Source 2.
9 3. Phone Most expensive solution to capture cases: CTI (Voice) Case Assignment Rerouting increases cost and impacts customer satisfaction Common types of assignment 1. By Attribute (Case, Account, Contact, Entitlement, Product, Current User object fields) 2. By Process (Skills-based, availability, round robin, FTS) 3. Manual
11 Case resolution after a case is assigned Identify measurable steps first. D. STREAMLINE CASE RESOLUTION Call Center application has Case Management features Case Status shouldn t be tied to actual actions or processes, but to metrics Keep your status in present tense, not past tense.
13 Design Considerations: Process Automation 1. Escalation Rules 2. Workflow 3. Approvals 1. Agent Productivity E. INCREASE AGENT EFFECTIVENESS Elements of Agent Effectiveness 2. Complete Customer Picture
14 3. Easy-to-Use Interface 4. System Acceptance 1. Learn the System 2. Search/find information 3. Read information 4. Update information The Process to Increase Agent Effectiveness
15 1. Increase Productivity Tools Used to increase Agent Effectiveness 2. Complete Picture 3. Easy-to-use Interface 4. System Acceptance
16 Design Considerations: Agent Console List views (above) Record detail section (above) Mini pages/snapshot of information (above, right) related data
17 What is Knowledgebase? F. SELF-LEARNING KNOWLEDGE BASE
19 Design Considerations for Implementing Knowledgebase 1. Knowledge Creation 2. Approvals and Maintenance 3. Categorization
20 4. Visibility Solutions and Articles are visible from Case page Related articles Suggested Solutions or Solutions attached to a Case G. REPORTING: YOUR SERVICE NEVER SKIPS A BEAT
21 Common Business Reports in Service and Support Organization 1. Drive Agent Productivity 2. Improve Customer Service KPI 3. Monitor Customer Metrics Service Report Consumers 1. Service Manager/Executive 2. Account Manager (Marketing Executive, Sales Rep) 3. Agent What they want?
23 H. SERVICE CLOUD ENHANCEMENTS
25 C3. Service Cloud Solution Design 15% Q1. Give a scenario, analyze customer requirements to determine an appropriate solution design considering capabilities, limitations and design trade-offs Q2. Distinguish when it is appropriate to include custom application development
26 Q3. Distinguish the key components that contribute to performance optimization within a design Q4. Describe the user experience requirements that can be solved by the Salesforce Console for Service 1. High CSAT 2. Reduced Cost Administration Essentials for Service Cloud 3. Improved Agent Productivity Drive Productivity with Service Cloud to-case, templates, s related list on cases 2. Call Scripting: manage your service and support processes. Implement every process ranging from call scripting, to returns, to case resolution 3. Search: ensures customers find appropriate information from the Salesforce knowledgebase. 4. Partners: businesses can share cases and customer solutions across partner networks to deliver efficient and high-quality service. 5. Contracts and Entitlements: provides instant visibility into customer entitlements and service agreements to every agent. Ensure that each customer gets the best service possible. 6. Reports and Dashboards: Measuring corporate and department goals are a top priority in support environments. Use the support reports provided in SF to easily create custom reports and dashboards that will help you analyze performance in real-time and share and apply your insights across teams 7. Social Customer Service 8. Live Agent:
27 9. Social Contact Center 10. Self-Service Communities 11. Collaborative Knowledge 12. Social Analytics Service Cloud Discovery 1. Which objects and tabs do you use? 2. How are cases created, managed, and resolved?
28 Getting to Know the Service Cloud: Demo Case: a description of customer s feedback, problem, or question. Case has parent case field. How are Cases Created? (Phone, , Web) How are cases managed? 1. Case is assigned to Product Support Queue 2. Queue member takes ownership 3. Identify and communicate resolution 4. If resolved, close the case 5. If not resolved, case is escalated, case is reassigned, and again identify and communicate resolution Resolving Cases Agents want to narrow their solution search results How are Cases resolved with Solutions? Solution: a detailed description of a customer issue and the resolution of that issue. Solution Status: Draft, Reviewed Solution detail page: 1. has two check marks: Visible in Self-Service portal, Visible in Knowledge Base 2. Related lists: Cases, Solution History, Attachments Solution Categories: Allow you and your users to group similar solutions together, making them easier to find. Manage Categories permission for managing solution categories (Admin) Solution Manager: can define and modify solution category settings. Enabling solutions Solution Settings Enable Solution Browsing Enhancing Case Resolution with Solution Categories: Demo Solutions search from Solutions or Cases tab Select a solution select a category Salesforce Knowledge
29 Allows Service Cloud users to easily create and manage content, known as articles, and quickly find and view articles they need. It requires licensing. Allows users to create, edit, publish, and archive articles, and attach them to open or closed cases. Allows users to track article version was attached to a case and communicated to the customer Administrators to configure article types and data categories Unlike solution, an article can be created and attached by users. Articles have version numbers Consider: Licensing, Implementation, and Training Customizing Support Process Important goals CSAT Agent Productivity 1. What is Support Process? 2. What is new Inquiry process?
30 Support Processes: detail the values for the Status field on cases. The Case Status field identifies the high level point in the case lifecycle. Product Support Process: New Working Escalated Bug logged Bug fixed Closed Inquiry Process: New Working Closed Record Types: allow you offer users different page layouts and picklist values for different business scenarios, based on their profiles (1) First create Support Process (status picklist) (2) Second, create Record type (i) Select the process. (ii) Select profile (iii) Select layout Get to know your service cloud Objects and tabs? Processes? (Creating, managing, and resolving cases) 1. Web-to-case 2. -to-case 3. Auto-response rules and templates 4. Case queues and assignment rules 5. Escalation rules Automating Support -to-Case
31 Based on sender s address, sf automatically assigns a contact to the case. If no contact is found, no Contact is assigned How do Auto-Response rules enhance Web-to-Case? Customer Request (via web-to-case, -to-case or portal) Case is created Ss, cust portal Case Only Status field is required Contact Name, Contact , Case Subject are captured in -to-Case???? After enabling -to-case, add s to Case page layout Auto response rule for -to-case, web-to-case, self-service portal, customer portal Configuring Web-to-Case: Demo 1. Create auto-response rule (Rule detail and rule entry) 2. Enable web-to-case (when enabling web-to-case, you select a check mark whether it is visible in self-service portal or not
32 Case Queues: Location where case records can be routed to await processing by a support agent. Time 1 Queue, Inquiry Queue Type of support request Product family Customer SLA Case Assignment Rule Case can be assigned to User, Queue or Pre-defined Case team Case: Record Type=Product Support Create two queues (1 for Support and 2 nd for Inquiry). Add the users to each queue. Assignment Rule should be activated (has Rule detail and Rule entry) Create assignment rule In the Rule entry section, New Case: Record Type equals Inquiry Queue: Inquiry queue Repeat the same for Support if a queue is created for Case, the list view automatically creates an entry for the queue to view records in that queue. Case Escalation Rule 1. Case: Record Type=Product Support 2. Escalation Action: When Age over = 4 hours, auto-assign case to Queue = Product Support Tier 2 3. For escalation rule, you need to pick business hours. 4. Escalation Rule has Rule Entry and Escalation Action sections. Escalation Rule Entry
33 Escalation Action Workflow from Case Comments A workflow rule sets workflow actions into motion when certain conditions are met. Actions can take place immediately or on a specific date according to trigger. Evaluation Criteria + Trigger Criteria Actions Criteria (Evaluation Criteria and Rule Criteria) + Workflow Action
34 New + new comments Field Update(s) Set Up Create Workflow & Approvals Workflow Rules 1. Call Identification 2. Account information 3. Contact Information Understanding the SoftPhone and the Service Cloud Console Basis of Call Routing Capabilities of the SoftPhone Benefits 1. Fewer clicks 2. Less scrolling 3. Multiple related records on one screen 4. Maintain context What is the Service Cloud Console?
35 5. Limit switching between pages. Components of Service Cloud Console 1. Service Cloud Console from Apps dropdown (right top) 2. Navigation tab (Primary and sub tabs) 3. Highlights Panel 4. Interaction Log 5. Comments on cases in Interaction log 6. Softphone ( at bottom) How to create a Service Cloud Console 1. Create a SCC application 2. Customize the highlights panel for objects 3. Create an Interaction Log layout 4. Assign users to the Service Cloud User feature license Setting up the Service Cloud Console: Demo 1. Create Service Cloud Console App (Set Up Create App New Service Cloud Console App i. Select a logo ii. Select available tabs to selected tabs (select primary or subtab). If sub tab, select the primary tab. iii. Select Visible check mark for selected profiles 2. Customize Accounts highlight panel. Set Up Customize Accounts Page Layouts 3. Create Interaction Log. Set Up Customize Create Interaction Log Layout 4. Enable Service Cloud user checkmark to user(s) to enable Service Cloud Console for the user. 5. Make the new Service Cloud app as default at profile level. Select the profile(s) and select Service Cloud app as default.
36 6. Now, create a case from Contact detail page. And see the changes in the screen. Case Team Case Feed Collaborating on Cases with Case Teams Collaborating in Service Cloud Case Teams allow users to grant additional access to their cases and related records. Members can be Users, Contacts or predefined case teams. Set Up Customize Cases Case Teams Create Case Team Member Roles first Predefined member (User/Contact/Partner User/Customer Portal User) On Case detail page, Case Team related section allows you to add individual member and member role, or add predefined team. Collaborating on Cases with Case Feed Case Feed enhances case management by introducing new ways to 1. Create cases 2. Review cases 3. Update cases
37 Enable Chatter Enable Case Feed in Support Settings Add Use Case Feed to a new or existing permission set Assign the permission set to users. x - Case feed on top.
38 Chatter feed (middle). Anyone who has access to Case can add comments to the case. Case feed can be integrated with Sales Cloud Console and Salesforce Knowledge Analyzing Report Data 1. How much is each call costing? 2. How are we performing for escalated and high-priority cases?
39 3. How productive are my support agents? 4. Are customers satisfied with our support? Reports and Dashboards Total Open Cases by Type (Product, Shipping, Warranty, Other) Total Open Cases by Status Use AppExchange for Support reports C4. Knowledge Management 12% Q1. Explain the knowledge article lifecycle including creation, publishing,
40 consumption and feedback Q2. Given business process requirements, determine the appropriate approach to manage Knowledge adoption and maintenance Q3. Compare and Contrast Content, Solutions, and Knowledge Q4. Given a set of requirements, determine how to configure data categories, article types, and publishing workflow Q5. Distinguish the key factors to consider when designing Knowledge data migration strategy Implementing Salesforce Knowledge Why Salesforce Knowledge? Challenge? Agents can t find answers because static, cluttered knowledge doesn t work due to too many Products, Promotions, Languages, Regions, Warranties, and etc. Why Salesforce Knowledge? Adoption, Usability, and Maintenance 1. First Call Resolution (Phone, Chat, , Portal) 2. Maximum Productivity (Cases, Data Categories, Article Types, Search) 3. Increased Revenue (Offers, FAQs, Pricing, Troubleshooting guides) Knowledge is a critical part of offering a better customer experience. Solutions low-cost, but can t evolve
41 Why Knowledge? Value: Knowledge Centered Support (KCS) 1. Learning 2. Improving 3. Collaboration PLAN Roles, Resources and Risks Discovery Interviews
42 1. Interview key stakeholders (KM, KP, Tier 1 rep) 2. Understand as-is processes 3. Observe interactions with the current knowledge base Requirements workshops Requirements Documents II. ANALYZE Discovery Interviews for Article Types, Data Categories, Reports, Cases (Suggest/Align/Validate) Using Articles with Knowledge: Overview Article Management New (article) from My Draft Articles (Select an existing Article Type, and enter title) Article Type Workshop (Support, Marketing, Knowledge, IT, and consulting teams) Leveraging Article Types Knowledge Publisher End User (Selects an Article Type when creating new Articles) Filters article searches by Article Type Discussing Article Types
43 Day 2
44 Success: Scalability
45 Day 3
48 Success boost: Article Type workflow rules.
50 Day 4 From AppExchange for Knowledge reports and dashboards.
51 3 dashboards: Agents, Managers, Publishers
52 III. DESIGN Design Considerations 1. Accessing Knowledge 2. Deploying in external channels appropriate level of article access for partners and customers. Ensure search engines have easy access to your content. 3. Finding the right articles
53 Pre-filter the search criteria on case values. 4. Keeping Knowledge relevant Success boost: use approval processes for article types Success boost: 1. Leverage AppExchange, developerforce, and salesforce.com community 2. Users can also use Chatter to provide feedback on the contents that need to be updated or removed. 3. In Chatter settings, Feed Tracking can be enabled for article types.
54 IV. BUILD AND VALIDATE Configuring Salesforce Knowledge IMPORTANT Before enabling Salesforce Knowledge, consider the following: The Articles tab will be available to all standard profiles. Enabling Salesforce Knowledge is not reversible. However, you can hide tabs by unchecking the View Articles and Edit Articles profile permissions, and you can hide the administration settings by unchecking the Manage Salesforce Knowledge profile permission 1. Enable Knowledge for Knowledge Users (Knowledge User check mark on User detail page) 2. Create Article Types (Product Briefing, Troubleshooting Guide, FAQ) 3. Enable Salesforce Knowledge (Set Up Salesforce Knowledge Settings) 4. Create custom profiles for Knowledge Uses 5. Configure Salesforce Knowledge 6. Add Knowledge-related tabs to applications (Articles, Article Management). Service Cloud Console and Marketing Apps 7. Add Knowledge-related data to Case page layouts
55 Add Knowledge Sidebar on Service Cloud Console 8. Create data categories. (Product, Reason, and Region) 9. Set Data Category visibilities Configuring Salesforce Knowledge: Demo Article Type is an object that has standard and custom fields Once enabled, the SF Knowledge can t be disabled. Remove Solutions related list from Case page layout Change Submit Solutions to Submit Articles layout properties Data Category visibility should be set under Role of the Role Category Knowledge Publisher can only Publish and Archive Articles Controlling Article Sections
56 Manage Articles permission is needed for all Article Actions. Managing Knowledge Synonyms Customize Search Knowledge Synonyms (applies only for Salesforce Knowledge searches)
57 Alpha Review Managing and Using Articles: Demo 1. Draft/Publish/Archive 2. On Case edit page, Suggested Articles Service Cloud window populates suggested articles based on case s subject line. 3. Case page has Articles related list. Feedback: Support rep (Article Types should have Attachment and Related Links fields) Developing Training Materials 1. Knowledge Publishers and Reviewers (Manage Articles) 2. Support Reps (Searching Articles, Attaching Articles, Rating Articles, Creating Articles) Migrating Sample data (by Data Architect) Validate Deleted articles are not cleared from cache for 12 hours Performing End-to-End testing Test script1, 2, 3 Feedback o Article Types o Data Categories o Access o Publishing Process V. DEPLOY Final data migration Data Architect, and Salesforce Admin Pitfall: Data quality Article formatting structured data Article housecleaning 20% core data
58 Manual migration Article review Use import wizard. How to import? Production Goes Live Measurements
59 KM dashboard Maintenance (Measurements cont d) Measurements Quality Feedback Transparency Accountability Value Usage that matters, not the volume (who is using rather than who is creating) Consulting team and WAG teams CSAT survey Lessons learned Handoff to support Engagement reviews Celebration Case study Administering Salesforce Knowledge Knowledge Provides targeted Search results (data categories let agents filter their search changing results) Serves every channel (the same article can be used internally, on the customer portal or made available to public knowledgebase. Empowers agents to leverage the experience of peers and customers. Steer clear of irrelevant informations Quickly identify the most useful and popular articles Article Types
60 1. Create Article Types 2. Add Custom Fields 3. Customize the Page Layout Creating Article Types Data Category is tied with Role Category Data Categories
61 The Admin has to define synonyms first. Stemming is already available, no need to enable it. Creating Category Groups
63 Managing a Custom Knowledge Manager Profile and Application 1. Enable Knowledge User for users. Create a new profile (UT Knowledge Manager) and assign permissions Next, create an application for Knowledge management
64 Assign UT Knowledge Manager Profile to the User in the User detail page.
65 Publishing Articles with Knowledge Publishing Articles with Knowledge: Demo 1. Assign to a (UI) person to add logos with a Note and Due Date 2. Edit Article, assign data categories for the article 3. Assign appropriate channels for delivery Assign to a Team Lead for review and approval, and publication Article Type provides a template. Admin sets up the Article Type section type for each channel (Tab, TOC, or VF page) Search: key word, category, or combination of three Your to-do list Every Article your team is working on.
66 1. Customer portal 2. Agents 3. Public Knowledgebase Channels
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