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 […]

Service Cloud Consultant

I am preparing for my Service Cloud Consultant Exam and thought of putting all the stuff that I am preparing in this and upcoming blog posts. I am dividing this into multiple blog posts (including this) with the below topics and its subtopics as per the certification guide and its weight Industry Knowledge – 10% […]