Case Management – Explain the capabilities, use cases, and how to configure the service entitlements and milestones in Salesforce

Overview and Capabilities Entitlement management is used to define, enforce, and track customer service levels as part of support management process. Entitlement management features include: Entitlements, which let support agents determine whether a customer is eligible for support. Entitlement processes, which let you design timelines that include all the steps that your support team must […]

Case Management – Given a set of KPIs, determine the appropriate case management solution

KPI Overview Key Performance Indicators are metrics used to measure the performance of Business or Organization. Case Management is a critical process and KPIs play a vital role in understanding the efforts of customer service representatives in resolving cases and helping customers to be successful. Entitlement Management and Escalation rules play an important role in […]

Case Management – Describe the relationships between cases and other areas such as assets, entitlements, work orders, Communities, Live Agent and Knowledge.

Case Management – Describe the relationships between cases and other areas such as assets, entitlements, work orders, Communities, Live Agent and Knowledge. Data Models Cases and Assets While products represent the items that your company sells (referential entity), assets represent the specific products your customers have purchased (transactional entity). Use assets to store information about […]

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 […]