(Service and support applications 13%) Identify how to automate case management Flashcards
case teams
allow users to collaborate to resolve a case
escalation rules
make sure the case resolved in a timely manner
case automation features (10)
case assignment rule, case auto-response rule, case escalation rule, web-to-case, email-to-case, case teams, case queues, macros, ownership transfer, support channels & features
how can assignment rules be triggered?
when manually adding a case, when a case is submitted via email, website, or community
how do case auto-response rules differ from email alerts?
case auto-response rules are only sent to the contact on the case or the ‘Submitter’ and only one email can be sent per criteria.
Email alerts can be sent to anyone, and up to 10 emails on each criteria.
what can escalation actions do?
reassign a case to a user or queue
notify a user through email
notify the case owner through email
notify up to 5 selected email addresses
web-to-case
a form that can be included on the company’s website to capture cases. Limit to 5000 cases a day.
what would be the benefit to using reCaptcha verification on web-to-case?
allows for verified requests to become cases, so you can reject spam!
what is email-to-case and how can it be configured?
cases can be generated from customer emails sent to the company’s support email address.
email route
multiple email ‘routing addresses’ can be configured.
unique case settings
the default owner, priority and origin for each routing address can be set
two options available for email-to-case
email-to-case and on-demand email-to-case
email-to-case vs on-demand email-to-case installation
email-to-case: requires an agent to be installed behind a firewall
on-demand email-to-case: forwards emails from support email addresses to the email addresses to the email service address provided by salesforce.
case teams
admins can set up case teams in order for support users to collaborate on closing cases
view case teams
teams are added to the case page layout under related lists.
member roles
roles need to be created first in case teams roles setup and the level of access for each role can be determined
role access levels can be
private, read only, read/write, and visible in customer portal
benefit of predefined case teams
users can quickly add people they frequently work with on cases.
what happens when there are open activities and the case is transferred to another user.
the open activities are transferred as well.
when reassigning ownership two options are displayed
automate or opt out
automate: applies the assignment rules upon record save(may change ownership)
opt out( does not apply assignment rule)
who can use the manage cases permission to change ownership in multiple cases from a list view
administrators
queue members can be
users, roles, or public groups
what are salesforce support channels?
call center, Live agent, Communities, SoS (service on salesforce)
what two things are a crucial aspect when configuring case management automation features.
case picklist field values and record types
usage of macros
for repetitive tasks!
functionality of macros
macro utility items can make actions quicker and improve efficiency
macro actions include
insert field values, replace field values, post to social networks, search knowledge articles
what needs to be enabled to use prebuilt macros
“show closed statuses in case status field”
what are the two major steps in creating macros?
- define the basic information ( macro name, description, and the object where the macros apply to)
- create a set of instructions( in macro builder a user can define a set of instructions that tell the system how to complete a task.)
what are bulk macros?
bulk macros can be used to perform actions on multiple records at the same time and are available in list views. Is distinguishable by a lightning icon.
when can a feedback survey be automatically be sent to the case contact
when a case is closed, or when case auto-response rules are met.
where can response data be viewed?
on the analyze tab of the survey builder. or by using a salesforce surveys object, which can then be used for custom reports and dashboards
what can be used to schedule the sending of surveys?
a flow
do surveys need to be enabled in setup
yes
survey invitation rules
can be used to send rule-based surveys, specific survey participants can be targeted using rules
Your agents are specialized experts on different products, and you want the agent to only takes cases for their specialty
Case Assignment Rules: Create case assignment rules so users specialized in computers can take all cases related to computers, the TV expert to take TV cases, etc
Your customers are global and submit cases in different languages. You want to make sure an agent can communicate with the customer.
Case Assignment Rules:
A case assignment rule can be set up to route cases to appropriate agents based on language. This would ensure that the right agents are able to communicate with the customers
Your customers are constantly calling to check the status of their repair case
Workflow Rules: Set up a workflow rule to email the customer of each status change, reducing the number of phone calls from customers requesting an update
Customers submit cases through email and are unsure if their email was received or when to expect a response
Auto-Response Rules: Set up an auto-response rule to email the customer when the submission is received and a case is created
Your company runs on a strict 5-day resolution time for cases. Any cases that have not been resolved within 3 days should be notified to a manager
Case Escalation Rules: Set up an escalation rule to notify a user’s manager if it is day 3 and the case has not been resolved
Cases are auto-assigned to queues. Users go into the queue and take the first case they see, working off a never-ending caseload. Your managers are concerned about older cases being ignored
Case Escalation Rules: To ensure older cases aren’t ignored, set up an escalation rule to notify the queue of cases that have been in the queue and unassigned for more than 2 days
Several of your incoming cases are related to billing issues and customers wanting to verify work performed. Instead of having just finance on the case and emailing out to verify information, you want to incorporate all communication in Salesforce.
Case Teams: Build a case team that can include project managers and technicians so they can comment directly on the case feed or reply to the customer themselves
Many cases involve customers requesting product enhancements or asking when new features will be released. Your support agents don’t have the knowledge to resolve on their own and often reach out to the product managers and developers for assistance
Case Teams: Create case teams for each product line, including the product managers and developers, so they can provide you with the correct answer to give the customer
Your customers mention the long wait times when calling in for service. You already have a well-developed company website and want to find a way to allow customers to submit support requests via the company website
Web-to-Case: Web-to-Case can generate HTML which can be placed on your company website. Customers can then submit support requests from your website which will create cases automatically
Your company has a support email that customers use to request support. You are spending a lot of time transferring the contents of emails and creating cases in Salesforce to manage the support requests
Email-to-Case: Set up email-to-case, so users can simply email in issues and cases are created automatically
