Part 1 Flashcards
What are the key KCS goals?
Create content as a by product of solving the problem
Evolve content based on demand and usage
Develop a KB of collective experience to date
Reward learning collaboration & sharing & improving
What are the key KCS Principles?
Capture in the Workflow Structure for reuse Complete thoughts not sentences Search is creating Improve Just in Time article quality Double Loop Process (Solve & Evolve) KB includes knowledge that is at different states of trust & visibility
What is ITIL
Incident management
Create content as a by product of solving problems Just in Time not Just in Case
knowledge should be available and searchable “in the customers own words”
Public framework for governance of IT “Service Wrap”
Focuses on continual measurement and improvement of IT service
ITIL 5 Volumes
Service Design Strategy Transition Operation
What are the 3 key KPI areas for customer service?
Agent Productivity
Customer Service
Customer Metrics
What are key Customer Service Metrics?
Calls Per Hr
One-Call Resolution
Average Handle Time (time to take the call + work done after the call)
Average Wait Time
Abandonment Rate
Completion Rate (Successfulty finished calls / # of attempted calls)
What are key facts about Call Deflection?
70-80% is world class
30-50% is average
Web self service is 10-20x less costly than phone
May see rise in support demand as self service is available
What is Business Continuity?
Making sure core front office functinons of the business can remain functional during a disaster (taking orders, writing support tickets, etc)
Maintain customer & partner confidence that you can still do business during disaster
What does CMK stand for?
Consistent interface
Minimal Page Breaks
Keep it Simple
What is Web Self Help?
Collection of QA pairs that returns answers based o statistical models & keyword search
What is the difference between Reactive & Proactive Chat/Customer service?
Reactive is customer initiated, proactive is agent initiated (automatically popping up window during browsing)
What is Unified Messaging?
Email, chat, phone fax all in one application
Do all Entitlements have a process?
No
What are the 3 Entitlement models
Entitlements (support bundled with product purchase)
Entitlements + Service Contracts (support sold separate)
Entitlements + Service Contracts + Line Items (more granular contract that specifies individual products supported)
What a business benefits of Entitlements?
Verify if customers are eligible for support
Enforce SLA’s via automated processes
What is an Entitlement Process?
Timeline made up of milestones that have actions
What examples of Milestone tasks?
First Response
Workaround
Resolution
(Have required time limits on each)
What type of Milestone Actions?
Success
Warning
Violation
(these are time dependent)
High level steps to create Entitlement Process?
Create Milestones (tasks, actions, entry/exit criteria)
Create Entitlement Process
Add Milestones
How are milestone actions diff than Standard Worflow actions?
TEFO + Previously defined actions
Workflow is only TEFO
What is an Entitlement Template?
Predefined terms(support contract) for customer support that you can add to a product
What type of environment is the Case Feed most beneficial for?
High Volume, Multi-Channel
What are features of the Case Feed?
Create, review & Update Cases Key Events in Chronological order Feature of Chatter that needs to be enabled Attach articles See all emails associated with Case
What is a Customer Support Process?
Picklist values in Status field on Case
What are the best case types for Email to Case?
Low Priority, Low Complexity
What are Case Hierarchies & how do they work?
Let you link Cases together via Parent Lookup field, this helps case tracking and reporting
How do you notify Case Contacts when comments are added?
Support Settings > Enable Case Comment Notification Assign an Email Template
What is an important consideration before implementing Person Accounts?
They will double the number of records/data volume
Who may take ownership of a case?
Queue members, those above in hierarchy unless OWD is read/write/transfer
What are key differences between B2B & B2C customers in Customer Service?
B2B has multiple touches with traditional channels
B2C single touch multiple channels
Who can cases be escalated to?
Queues or individuals
What are key features of Case Teams
Work like Sales teams
Set predefined Case Teams
Case teams can be notified
Workflow & assignment rules available
How many Assignment Rules active at each time?
One
How can an Agent transfer ownership & notify?
From button on Case detail page & select box for “send email notification”
What are Key Areas of the Service Console?
Navigation Tab (other tabs) Primary Tab (Accounts for Example) Highlights Panel Related Subtabs (Cases, Contacts, etc) Knowledge Sidebar Interaction Log Footer (can store Softphone)
What is a prereq for Service Console?
Service Cloud user license
Key differences with Solutions vs Knowledge
Solutions are low effort low funcationality
Solutions will not evolve
No Multi-dimensional searching in Solutions (Types, categories)
No Synonyms
No additional license required
Key things to remember with Web to Case?
Validation rules on web form need to match object
Case fields can be mapped from web form
500 email limit
Needs queues Assignment rules, Email templates, auto-response
Enable Web to Case
What is the advantage of having multi-select picklist in Web to Case?
Lets customers report on multiple products at once
What happens to web to case Cases that exceed daily limit?
Go to default owner/queue
Key features of Email to Case
Needs agent installed to run
Satisfies requirement to keep email in firewall
Can have attachments over 10mb
Uses senders email to auto-associate to contact record if no match not association
Features of On-Demand email to Case
Under 10mb attachments
No agent install
Uses Apex email services
What is an Escalation Rule?
Reassigns case to individual or queue if case hits a time limit
Can specify diff rules for each record type
defines order and action of criteria
Escalation Rules vs Workflow
linked to Business hours Triggered in Order higher Limits Cant: Specify a role No field updates Customer cant be notified
How do you assign & configure the Softphone?
Assigned to profiles different layouts for inbound outbound calling Shows call info and related SFDC records Add phone numbers to directories 3rd party softphones also available
What is the primary purpose of Knowledge Articles?
Provide a consistant format template for articles(FAQ, Product, Troubleshooting, etc)
Can be tab, table of content or Fully custom with visualforce
typically short HTML/text document with optional small attachment
What is the primary purpose of Knowledge Categories?
Provide an easy way to narrow down searching through article types
Define visibility through Role hierarchy or Profiles
Articles can be assigned multiple categories
Categories can set up in Category Groups
Categories hidden until activated
What are the steps to configure knowledge?
Set Knowledge User permission in user record
Create Article Types (need at least one to enable knowledge)
Enable Salesforce Knowledge (adds Articles tab)
Create custom profiles
Configure knowledge settings
Add Articles & Article Mgmt tab to Console & apps
Create Data Categories
Set Visibility of Categories through hierarchy or profile
How do you let a user know an Article has been updated?
Flag as new checkbox
What are Article Actions?
publishing permissions you assign to public groups
Publish Archive Delete Edit Submit/Publish/Edit Translation
Users with “Manage Articles” permssion get all
When should you implement knowledge?
Immediately after Case Management
How can you automatically populate details from case to Article on close?
Apex
What is the Call Log?
Activity record that automaticalyl generates when you use the Softphone
What is used in search for suggested articles?
Case Subject
Should you create an article type if keyword search can find it?
No
What are the three Knowledge channels?
Public, Employee, Partner
What happens when someone tries to view an article assigned to you?
receive an error
How do you modify Article Layout
Layout Editor is separate from Page Layouts but very similar, stripped down
Open CTI Features
Cloud based, no need for exe install on each
desktop like traditional CTI
Written in Javascript
Use preferred 3rd party softphones
Traditional CTI
Needs exe & windows machines
C++ codebase
Communicates with Salesforce via web services API
Maintains XML representation of softphone via XML
What is custom CTI integration?
IVR Integration ACD Integration Predictive Dialing ACD/PBX metrics Call recording
What are the basic steps to configure CTI
Install on each users machine
Define call center for each telephony system
Assigne each user to only ONE call center
Update call center directory
Configure softphone layouts & assign to profiles
What Are ACD, IVR, PBX, ANI, CTI
Automatic Call Distribution Interactive Voice Response Private Branch Exchange Automatice Number Identification Computer telephony Integration
Should Integration Prototypes be reused in Implementation?
No, they are considered throw away work
What is WFM
Workforce Management Management - predict call volumes and schedule agents
What is the proper order to import records
UACC
Users, Accounts, Contacts, Cases
What are considerations for Implementing Live Agent?
of deployments, deployments control look & feel
Each chat button associate with a skill,
Assign skills to profiles before creating buttons
Decide if you want pre-chat forms to collect information
or post chat page for a survey
Need a feature license
What is a Live Agent Deployment?
Deployment is a place on your company’s website thats enabled for Live Agent
Deployment is a few lines of Java Script you add to a web page
What are Live Agent Skills?
Setup configuration used to route chat request to the proper agents
Customize > Live Agent > Skills
How do you let agents search for Articles from the Live Agent console?
Knowledge Chatlet(Live Agent) & Knowledge One Widget(Console)
What is Social Customer Service?
Ability to respond to your customers via social networks & capture case information
What are pre-reqs for Social Customer Service?
Radian6 Managed Accounts
Social Hub License
Contact SFDC to Enable Social Objects & Social Publisher permissions
What does Moderation do in Social Customer Service?
Gives you tools to manage incoming posts and decide which one should be cases instead of automatically creating cases for all
How can and Agent respond to cases through Social Publisher?
Publicly or through a direct message
SF1 enabled as well
How does the Case Feed work with Social Customer Service?
Agents can respond to tweets and Facebook posts for managed pages
What is a Social Post & Social Tab?
Social Post is a SFDC object that represents a post on a social network like FB or Twitter
Social Post Tab is a collection of posts of person or company on a social network
What is a Social Persona?
Salesforce Object that represents a contacts profile on FB or twitter
How do you configured Cases to automatically notifcy contacts when new comment is added?
Enable “Send Email Notification”
Customize > Cases > Support Settings
Workflow rules can also be set to update fields like Case Status
Why is it important to set a default Case Owner?
Ensures your cases are assigned if no assignment rules apply
How are assignment rules processed?
In order until one applies then it assigns the case
What do you do with Articles that are no longer relevant?
Archive not delete
What can Article Managers do?
See Article Management tab
CRED Articles
Need Managed Articles permission
What to remember once Category Visibility has been set?
Unassigned users can only see Uncategoried Articles and Answers
What are the 6 steps to setup Entitlements?
Enable Entitlements & Choose Model
Display Entitlements Related List
Add Entitlements fields to Case Page Layout
Customize Entitlements fields & Layouts
Add Entitlements Management Tab to Call Center App
Customize Service Contract Field & Page Layouts
Display Service Contract Line Items Related List on Contracts
Where is the best place to create a case from when using Entitlements?
From the “Create Case” link in Entitlements Related List, this automatically populates Related Account Contact or Asset
What are Milestones?
Milestones are steps agents complete in your support process and are part of an Entitlement Process.
Examples include First Response, Suggest Workaround & Resolution
overall process has Entry & Exit Criteria
Milestones have milestone actions with criteria
How are Milestones enforced?
Via Milestone Actions
Success Warning or Violation Workflow Actions
One Milestone may be used on several processes with different Milestone Actions
How can you easily see Milestones on Case Feed?
With the Milestone Tracker component to see countdown time to active milestones target or how long it has beenin violation
Notifications can also be sent to case feed by enabling Milestone Feed Items
What are Ideas?
community where users post vote and comment on ideas, consider it an online suggestion box, includes discussion & popularity rankings
How can you import Articles?
Article Importer tool:
Create csv for each article (one Article type per import)
Specify paramters
Create zip file of CSV, HTML, properties, images and import
Monitor in Setup with Article Importer
What are features of SFDC for Twitter & FB?
Auto or manual scan comments in FB
Auto or manual create contacts, cases, person accounts
Reply to fan posts with prewritten messages, articles or websites
Create Twitter conversation record for search
Only Contributor can tweet as main account
What are some advantages of Open CTI?
No need to troubleshoot each individual machine
Customize softphone (colors, positions, 3rd party)
Multi-Channel API (phone,chat,email via same interface)
Single codebase in Javascript to debug independently (realtime responsiveness)
Deep console integration
