Salesforce Service Cloud Tutorial

Front 1

Describe cases.

Back 1

Cases generally represent a customer problem, question, or related feedback.

Front 2

Describe common use cases for case hierarchies.

Back 2

Case hierarchies can be constructed using the parent case standard field. This can be useful in scenarios where one case is the direct result of another.

For instance, let's say you use cases to manage facility maintenance. Someone calls to report that one of the buildings has lost power. This power outage is created as a case. Then, someone calls to report that the lights in their room do not work. With some probing you discover they are in the building without power; this gets logged as a child case.

Child cases are not automatically closed when parents cases are. Check out package Auto Close Child Cases if you would like this functionality.

Front 3

Describe the capabilities of Case Feed.

Back 3

Case feed provides an alternative way to view and modify case records, which is more activity-oriented than the traditional view.

Case Feed is automatically enabled for orgs created after the Winter '14 Release - you may want to disable/re-enable this feature to fully understand throughout this section to fully understand its implications.

To enable/disable Case Feed:Navigate to Setup --> Customize --> Cases --> Support Settings. Edit.Check/Uncheck "Enable Case Feed Actions and Feed Items" as appropriate. Save.

Front 4

Explain the significant of the case close page layout.

Back 4

Cases have several page layout types:

1. Case Page Layouts (default layout - used except when closing cases)

2. Case Closed Page Layouts (used when closing cases)

3. Case Feed Layouts (only used when case feed is enabled; described elsewhere in this section)

By default, the user must click the close case button (which then invokes the case closed layout) in order to select a closed case status. This allows the administrator to make certain fields required only when closing a case.

Changing case settings can remove the need for case closed layouts.

Front 5

Describe the capabilities of web-to-case.

Back 5

Web-to-case works much the same way web-to-lead does, except that it generates a case record instead of a lead, and the default limit is 5000 cases per day.

Web-to-case uses several specifically designated fields to capture data:

Web Company

Web Email

Web Name

Web Phone

If the email address of a web-to-case submission matches the email address of only one contact, then that contact is associated with the case.

Front 6

Describe the capabilities of email-to-case.

Back 6

Email-to-Case comes in two flavors:

Email-to-Case: Requires running an agent behind your firewall, accepts file sizes greater than 25MB.

On-Demand Email-to-Case: Entails creating an internal forwarding address that simply sends the email to Salesforce for processing. File size limited to 10MB for attachments

Front 7

Describe use cases for case queues.

Back 7

Route web-to-case submissions to a Tier 1 Support queue. The support team (queue members) take ownership of cases from the queue as they have availability and work the case.

Front 8

Describe the the various support settings that an administrator controls.

Back 8

Case settings are used to configure a variety of settings including:

Which email template is sent to a contact when a case is manually created.

Which email template is sent to contacts on case closure.Which email template is sent to users when they are assigned a case.Automatic emailing of case comments to contacts and case owners.Selection of closed case statuse

Front 9

Describe the capabilities of case auto-response rules.

Back 9

Case auto-response rules work much the same as lead auto-response rules. However, case settings will only trigger an email response to manually created cases. Therefore, you must create an auto-response rule in order to generate an email response to submissions via portals, web-to-case, and email-to-case.

Front 10

Describe the capabilities and common use cases of case escalation rules.

Back 10

Case escalation rules are used to reassign case ownership and optionally send email notifications when a case has not been closed within a specified time period.

Front 11

Describe the impact of business hours and holidays on case escalation rules

Back 11

Business hours and holidays are used in conjunction to determine when case escalation actions occur.

For instance, the support team works M-F 8AM-5PM EST, but does not work on July 4th. A case is submitted Wednesday, July 3rd at 3PM, and should be escalated if not resolved within 4 working hours. The case escalation action would trigger at 10AM Friday, July 5th.

Note that case escalation actions do not have to reference the default business hours configuration (e.g. for VIP customers the case could be escalated after 4 hours 24x7x365).

Front 12

Explain how to monitor case escalation.

Back 12

Simply navigate to Setup --> Monitoring --> Case Escalation.

Front 13

Describe the capabilities of case contact roles.

Back 13

Case contact roles are used to display the relationship of multiple contacts to a single case.

Front 14

Describe the capabilities of case teams

Back 14

Case teams provide a clear way to document the roles of multiple users in the management of a single case. They also extend record access to team members (which can include portal users).

Front 15

Describe the basic capabilities of communities and portals.

Back 15

Portals grant external users (partners, customers) the ability to login to Salesforce.com. This feature has been replaced by Communities, which provides similar functionality but adds Chatter and a modern UI.

Communities is the new way to connect external users (partners, customers) within your Salesforce.com org. Ideas and Chatter Answers (previously Answers) are commonly implemented within Communities.

Front 16

Describe the basic capabilities of solution management.

Back 16

A solution is a detailed description of a customer issue coupled with repeatable steps to resolve the issue.

Solutions can streamline the communication of common case resolutions, improving support agent productivity and response time to customers.

Front 17

Describe the basic capabilities of knowledge management.

Back 17

Knowledge can be used to catalog a variety information, including resolutions to cases. The Knowledge base can then be referenced by customer support agents, and published to the web and customer portals.

Front 18

Describe the basic differences between solutions and knowledge

Back 18

Salesforce Knowledge requires purchasing a license for every Knowledge user, while solutions is free.

Solutions and Knowledge share a number of the same features. Knowledge builds on these shared features by adding much more.

Generally an organization would use either Knowledge or solutions, not both. Expect to see most (or all) of new product features developed for Knowledge (as Solutions can now essentially be considered a legacy functional area of Salesforce).

Front 19

Describe the basic capabilities of the service contracts, entitlements, and milestones.

Back 19

Entitlements, milestones, and service contracts can be used in conjunction to validate what level of support a customer should receive (phone, email, etc.), enforce service-level agreements (SLAs), and variety of other functions.

Front 20

Describe the basic capabilities of the Salesforce Console.

Back 20

The Salesforce Console was previously branded "Service Cloud Console". The new Salesforce Console provides both sales and service functionality.

Front 21

Describe the basic capabilities of Live Agent.

Back 21

Live Agent allows your Salesforce users to chat with your prospects and customers. Its usage requires the purchase of additional licenses.

Front 22

Describe the capabilities of the contract object in Salesforce.

Back 22

A contract typically represents a legal agreement between two or more parties. The contract object in Salesforce is a fairly lightweight solution that can be used to capture these agreements.

For more full-featured contract management solutions, look towards third party solutions, such as Apttus Contract Lifecylce Management.