Service and Support Applications Flashcards
10 Case Automation Features
1.) Case Assignment Rules
2.) Case Auto-Response Rules
3.) Case Escalation Rules
4.) Web-to-Case
5.) E-mail-to-Case
6.) Case Teams
7.) Case Queues
8.) Macros
9.) Ownership Transfer
10.) Support Channels & Features
Case Auto-Response Rules
- Can be used to send an automated e-mail response to a customer when a Case is created (informs the customer that their Case has been received)
- E-mail is ONLY sent to the Contact on the Case
- ONLY 1 of these rules can be active at a time
- Each rule can have multiple rule entries
- A survey can be sent automatically via e-mail when rules are met
- ONLY triggered and sent to the Contact when a Case is created
E-mail Alert
- Can be sent to anyone in SF
- Up to 10 e-mails cna be added on each criteria
Escalation Rules
- Can be used to perform up to 5 actions such as rerouting a Case and/or sending e-mail notifications to a User when it meets a certain criteria
- These types of rules make sure the Case is resolved in a timely manner, directing it to the right Users at the right time
- Only one of these can be Active at a time
- Each of these rules has rule entries where a criteria is set
- These actions are triggered if the Case is NOT closed after a selected number of hours
4 Examples of Escalation Actions
1.) Reassign a Case to a User or Queue
2.) Notify a User through e-mail
3.) Notify the Case owner through e-mail
4.) Notify up to 5 selected e-mail addresses
Case Teams
- These teams can be set up by an Admin in order for Support users to collaborate on closing Cases
- Needs to be added to the Case Page Layout under related lists
- Roles need to be created first in __________ Roles Setup and the level of access for each role can be determined
- Admins can use predefined ____ teams so Users can quickly add people they frequently work with on Cases
- When adding people to this type of team, Predefined Roles should be used
- Case owners have Read/Write access by default regardless of their Role in this type of team
- Admins can set up assignment rules to automatically add a ____ team to Cases that match certain criteria
- E-mail alerts can be set up to alert team members of any changes in a Case
Case Views
- Can be defined to List Cases based on certain criteria
- Queues can be used to hold cases not owned by any User
- A List View is automatically created to display Cases owned by a Queue
Queues
- Can be used as a holding place to hold Cases that haven’t been assigned ownership yet
- A List View is automatically created to display Cases owned by this
- An e-mail notification can be sent when Cases are assigned here
- Users, Roles, or Public Groups can be assigned as members of this
List View
Only Admins or Users with “Manage Cases” permission can change ownership in multiple Cases from this
Case Assignment Rules
- Used to automatically assign Cases to Queues or Users when they are created
- These can be triggered when manually adding a Case and when a Case is submitted via e-mail, website, or community
- Only one of these type of rules can be active, but each rule can have multiple rule entries
- Each of these types of rules has rule entries that are evaluated until a match is found, and then the Case is assigned
Web-to-Case
- Can be configured to allow Cases to be captured through an HTML web form embedded on a org’s website
- Fields can be selected to be included in the form
- Can capture up to 5,000 cases a day
- reCAPTCHA verification can be made required for customers’ requests
- Requests without verification do NOT generate cases
- Once this has been enabled, the System Admin can select fields to be included in the form, include a reCaptcha verification, and generate the HTML code
- The HTML code can then be used by the webmaster to embed it into the company’s website
E-mail-to-Case
- Cases can be generated from the customer emails sent to the org’s support email address
- Multiple email ‘Routing Addresses’ can be configured
- The default owner, priority, and origin for each Routing Address can be set
Macros
- Can be used to automate common repetitive tasks, such as inserting field values and searching for an article
- Can enhance agent productivity by increasing consistency with regard to agent workflows and communication with customers
- Prebuilt ______ are included in Lightning Experience
- 2 steps to making these:
1.) Define the basic information
2.) Create a set of instructions - ______ actions include:
1.) Insert field values
2.) Replace field values
3.) Post to social networks
4.) Search ‘Knowledge’ articles
Regular Macros
- Can be used as shortcuts to complete tasks that would otherwise take a lot of mouse clicks to do in the console
- For example, inserting an email template into an email in the case feed
Irreversible Macros
Performs actions that can’t be undone, such as sending outbound emails to customers or updating a case status
Bulk Macro
- Macro where agents can run on multiple cases at the same time
- Agents typically use this type of macro to respond to cases about the same issue
- Can be used to perform actions on multiple records at the same time and are available in List Views
- This type of macro is distinguished by a ‘lightning’ icon
Ownership Transfer
A Case record can be transferred from one User to another User or Queue using the ‘Change’ link next to the Case owner
Support Channels & Features
Support channels, such as Call Center and Live Agent, and Features, like Omni-Channel, can be used in Case management
Omni-Channel
- Can be used to route work requests to the most available and qualified support agents
- A Supervisor can be used to monitor agent workloads and the work itemsthat are routed by this type of channel. This Supervisor will show both queue-based routing and skills-based routing in separate tabs
- It allows agents to view the agent name, status, skills, work items, workload, and capacity
‘Omni Supervisor Agents’ Tab
- Tab which can be used to see agents online and offline status durations and their assigned work capacity, plus manage their queues and skills
- Agents can be filtered using column filter(s) (for example, to show only online agents, the ‘Status’ column filter can be used)
Omni-Channel Flow
- Consists of all the channel functionality brought within a Salesforce flow
- It supports routing setup for voice calls (beta), chats, messaging (beta), Cases, Leads, and custom objects
- Can be used to define dynamic and flexible routing rules
- A flow can be assigned to an interaction channel (ex: voice)
- Can be set to launch when a customer submits a chat, voice, or message
- The Flow executes a Route Work action to assign the work to a Queue, Skills, or Agent
- Can be created from scratch or from a Flow template
E-mail to Case
- Requires an agent to be installed behind the firewall
- Attachments can be greater than 25MB
- There’s a daily limit on how many e-mails can be processed
- Cases can be automatically created from e-mails sent by customers
On-Demand E-mail-To-Case
- Forwards e-mails from support e-mail addresses to the e-mail service address provided by Salesforce
- Attachments can be smaller than 25MB
- Number of user licenses determines max number of e-mails processed
- No installation required
Task Settings
Settings which will define if a task will be created from the email