Case Management – Given a set of requirements, design a case management solution from case creation to closure including case assignment, case escalation, case resolution, and case disposition.

Overview A case is a customer’s question, feedback, or issue. Support agents can review cases to see how they can deliver better service. Sales reps can use cases to see how they affect the sales process. Responding to cases keeps your customers happy and enhances your brand. Customer issues are typically gathered from various Interaction […]

Interaction Channels – Explain the design considerations (user interface, user profiles, objects to expose, sharing model, reporting, etc.) and best practices when configuring an interaction channel solution (mobile, phone, email, web, chat, or social media).

Overview Interaction channels enable support agents to interact with customers to resolve support issues and to respond to product inquiries. It is recommended to understand the design considerations and best practices while setting up these Interaction channels. Design considerations related to User Interface, Object Model, Data Privacy, Data Visibility, and reporting needs to be understood […]

Interaction Channels – Explain the open CTI features, architecture, and implications.

Overview Open CTI is a browser-based and Platform Independent JavaScript API that helps to build and integrate third-party computer-telephony integration (CTI) systems with Salesforce Call Center. With Open CTI, you can make calls from a softphone directly in Salesforce without installing CTI adapters on your machines. It offers both desktop-based interactions and server functionality. It […]

Interaction Channels – Differentiate between the available email-to-case and web-to-case solutions and explain how to configure each

Overview Email to Case Solutions On-Demand Email-to-Case Email-to-Case Lightning for Outlook Web-to-Case Solutions Web-to-Case using HTML Web-to-Case using Visualforce and Sites On-Demand Email-to-Case Overview Available in Salesforce Classic (except Essentials and Professional Editions) and Lightning Experience. Email processing is done by Salesforce and keeps email traffic outside of your network’s firewall Cases are automatically created […]

Interaction Channels – Describe the use cases and functionality for each interaction channel including mobile, phone, email, web, chat and social media

Mobile Interaction Channel Gone are the days when your customers had to connect with a nameless, faceless agent over the phone. With one click, your customers can video chat with agents who provide personalized, in-app guidance with screen sharing and annotations. Use cases Resolve a complex issue or problem Perform an important inquiry. Need to […]

Knowledge Management – Given a Scenario, describe the considerations when migrating from Knowledge to Lightning Knowledge

Overview This blog covers the advantages of Lightning Knowledge over Classic Knowledge and about the Lightning Knowledge Migration process using Lightning Knowledge Migration tool (Beta feature). This describes in detail about the migration process that involves planning, pre-migration tasks, sandbox migration, production migration, validation, and post-migration tasks. It even details some strategies related to testing […]

Knowledge Management – Understand the key factors to consider when implementing a Knowledge data migration strategy (first time out, migrating from an external knowledge solution).

Overview Most of the customers may be having existing knowledge articles that they want to move to Salesforce in order to make sure that the CRM and its knowledge are together within salesforce. Salesforce Knowledge allows us to import existing articles and their translations with one file for each article type. There are multiple things […]

Knowledge Management – Given a set of requirements, determine how to configure data categories, article types, articles and publishing workflow

Introduction This blog post describes how to configure data categories, article types and article publishing workflow based on a set of requirements. It also provides an in-depth overview of these functionalities in Salesforce. This section also covers the required configurations for various types of user requirements related to article management. Data Categories and Category Groups […]

Knowledge Management – Given business process requirements, determine the appropriate approach to manage Knowledge adoption and maintenance

Introduction Knowledge is an essential asset for competitive advantage and business sustainability. Effective knowledge sharing should ensure that vital knowledge is retained and used within an organization but requires action by the recipient. Adoption and maintenance of knowledge base play a key role in ensuring success. Knowledge Adoption Approaches Three major motivating factors for Knowledge […]

Knowledge Management – Explain the Knowledge article lifecycle including creation, publishing, consumption and feedback

Knowledge Introduction Salesforce Knowledge provides the ability to build out a comprehensive Knowledge Base (KB) inside of Salesforce to service your internal agents, partners, and customers. It is simply a collection of articles with relevant information about your products and services. Terminology and pre-requisites Article Types Article types are containers for different types of articles […]