Service Cloud Solution Design (16%) SCENARIOS Flashcards
Cosmic Repairs is setting up Service Cloud in Salesforce. The company requires storing a lot of information related to issues faced by customers. It would also like to ensure that support agents enter all relevant information related to an issue.Furthermore, it should be possible to store different types of issues. In addition, the issues need to be routed to appropriate agents, but the organization has already reached the limit associated with the number of automation rules on the Case object due to other customizations.
● The Case object, like all standard and custom objects in Salesforce, supports the creation of custom fields that can be utilized for this requirement. Custom fields can be created to store the additional information required by the company.
● Validation rules can be created to ensure that support agents enter all the necessary information while creating a case in Salesforce.
● Multiple record types and page layouts can be created to store different types of cases/issues.
● Omni-Channel can be used to route work items such as cases to agents automatically, including based on agent skills and availability. An assignment rule could be created to route cases to appropriate agents, but an existing automation rule on the Case object, such as a workflow rule, would need to be deactivated for this use case.
Oeuvre is a global fashion brand that recently started using Salesforce. The company is currently setting up multiple support channels to provide service to its customers. To make it more convenient, customers should be allowed to open cases from the company’s website. However, incomplete information should not be stored in Salesforce. Also, the email channel should be set up such that the email traffic from customers remains within the network’s firewall.To set up the phone channel, the implementation of a computer telephony integration system is required with a custom softphone that allows support agents to make and receive calls from Salesforce. However, the company does not have the resources for such a development project.
● In this case, Web-to-Case can be set up to automatically create cases from a web form embedded on the company’s website. In order to ensure data quality of cases created from the website, the company would need to enforce a data quality policy and implement it using validation rules and required fields.
● Web-to-Case evaluates both while creating cases automatically. In order to ensure that the email traffic remains within the network’s firewall, Email-to-Case can be set up.
● Since custom development of an Open CTI implementation for the phone channel is not possible, an AppExchange solution can be considered, even though it would not allow customizing the softphone precisely based on the company’s needs.
Cosmic Service Solutions is setting up a contact center for its support department. Support agents need to be able to work on records of multiple objects including Case and Work Order on a single screen in Salesforce. Cases need to be routed to the most available and qualified support agents based on their skills. Multiple queues that represent different skills already exist for support agents, but sometimes agents require multiple skills in order to resolve a particular case.
● For this set of requirements, a Service Console can be set up in either Salesforce Classic or Lightning Experience. It would allow agents to work on multiple records at a time on a single screen.
● Omni-Channel can be configured in order to route cases to agents. Both queue-based routing and skills-based routing can be used simultaneously to achieve the best solution.
● Skills-based routing considers the skills required to complete a particular work item, identifies agents who have those skills, and routes the work item to an agent who has all of the requisite skills and available capacity to take on the work. Queue-based routing allows assigning a work item to only one queue at a time.
The customer service agents of Cosmic Hardware Solutions are required to travel a lot in order to fix customer issues related to various kinds of computer hardware components. The agents need to be able to search customer information on the go before handling cases. They also need to be able to update case statuses and case priorities in bulk when multiple issues are updated or resolved at once. Also, the agents require access to essential case management tools only. Access to records other than accounts, contacts, or cases is not required.
● For this requirement, the Salesforce Mobile app can be downloaded and installed by agents on their Android or iOS mobile device.
● Using this app, support agents can view cases in queues, manage case lists, and also update, edit, and collaborate on cases on the go.
● Account and contact details can also be searched. Bulk actions can be executed in order to update multiple records simultaneously. They can be used to update case statuses, case owners, and case priorities.
ABC Computer Manufacturing has a service area that has a requirement to set up two queues to handle their cases, one for Hardware Support and one for Firmware Support. However, if the query is in relation to a modem or router, these cases need to go to two specialist agents within the Firmware Support team.
● Solution create two queues for Hardware Support and Firmware Support and setup queue based routing for cases that need to be assigned to these queues.
● In addition, setup skills based routing in Omni-Channel, to assign any cases for modems or routers to the specialist agents.
● Skills will need to be assigned to the specialist agents.
● Apex Trigger or Process Builder will need to be defined to trigger the skills based routing to initiate.
A startup company that is using Service Cloud is setting up a contact center to provide support through the phone channel to its customers. The company has an existing on-premise telephony system. Support agents are required to make and receive calls from a unified user interface that has call-control functionality and displays customer information.
● A CTI implementation based on Open CTI can be used for this requirement.
● It allows integrating on-premise telephony system with Salesforce.
● A customizable softphone can be used by support agents in the Service Console to make and receive calls.
● Either an AppExchange CTI implementation can be used or a custom solution can be developed based on the needs of the company
The support department of an organization is currently using an on-premise telephony system to handle calls from customers. However, the support agents are spending a lot of time on the calls since it takes some time to obtain information about customers from a custom application that retrieves information from the database.
● Salesforce Service Cloud would be a good option for the company to store and manage information about customers’ cases.
● It can be integrated with an existing telephony system using a CTI implementation based on Open CTI to give support agents all the information they require while they handle calls using a softphone in an integrated user interface
A company recently started using Salesforce and wants to reduce the volume of calls received by its support department while reducing the overall expenses incurred due to excessive number of calls from customers.
● A self-service community can be set up with access to a public knowledge base.
● It would increase call deflection since customers would be able to resolve many issues on their own by referring to knowledge articles.
A company that sells various kinds of electronics has a large customer base. Currently there is no medium available for customers to engage in discussion about new products introduced by the company and issues related to them.
● A community can be set up with a discussion board to allow customers to discuss about products and issues with other customers.
● They can also be allowed to open cases related to the issues using a web form and track their status.
A company wants to implement an external Knowledge base that will allow at least 5 million of their customers to access articles and login to a portal to submit cases.
A Customer Community with Lightning Knowledge can be implemented which will allow users to:
● Search for articles from the public knowledge base
● Login to a secured portal in order to submit new cases and monitor the status
A company wants to provide a new channel for their customers to log their cases, add or update their contact information, and monitor support responses and status.
A Customer Community can be implemented which can:
● Grant the customers access to their own account and contact information
● Allow customers to submit cases with the real-time updates made by the customer service agents
A company would like to allow their resellers to manage their sales, view reports and dashboards, and submit their inquiries by logging in to a secured portal.
● A Partner Community can be implemented.
● A customer partner profile can be assigned to the Partner Community users that will extend their access to the Accounts and Opportunities they owned, view designated reports & dashboards, and log cases.
The dispatchers of a field service business that uses Salesforce are currently scheduling service appointments for their mobile technicians without considering important factors such as location. This sometimes increases the travel time of the technicians and adversely affects customer satisfaction.
● Field Service can be enabled in Salesforce for this requirement.
● The Field Service managed package can be downloaded to allow dispatchers to allocate technicians to service appointments efficiently based on technician skills, travel time, location, and other factors.
Field technicians of a company using Salesforce are currently using a free mobile app to manage work orders and service appointments assigned to them. However, since the app does not allow tracking inventory and parts consumed to complete a work order, this information needs to be manually recorded using a notepad.
● Field Service can be enabled to manage work orders and service appointments in Salesforce.
● The technicians can download the Field Service mobile app for theirAndroid or iOS devices to track inventory and record information about parts consumed to complete a job.
