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Preparing for Your

Salesforce Service Cloud


Consultant Certification
Workbook

Table of Contents
Intro: Training Org Login and Email Change................................................................................2
Case Management: Discovery Questions....................................................................................3
Case Management: Entitlements Design Considerations............................................................4
Demo: A Potential Solution to a Case Management Issue...........................................................5
Case Management Design Considerations..................................................................................6
Knowledge Management Discovery Questions............................................................................7
Design Considerations: Knowledge Access.................................................................................8
Demo: A Potential Solution to a Knowledge Management Issue..................................................9
Knowledge Management Design Considerations......................................................................10
Interaction Channels: Discovery Questions................................................................................11
Multi-Channel Support: Web-to-Case and Email-to-Case Design Considerations.....................12
Multi-Channel Support: Phone Channel and CTI Design Considerations..................................13
Interaction Channels Design Considerations.............................................................................14
Demo: A Potential Solution to Expand Interaction Channels......................................................15
Analytics and Industry Knowledge Discovery Questions............................................................16
Analytics Design Considerations...............................................................................................17
Extending Salesforce Discovery Questions...............................................................................18
Programmatic Tool Design Considerations................................................................................19
Practice Exam Questions........................................................................................................... 20

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Workbook Page 1 of 21

Intro: Training Org Login and Email Change


Goal:
Log in to your Salesforce org and change your profile email.
Tasks:

1. Navigate to the Salesforce login page.


2. Log in with your username and password.
3. Change your name and email address in the training org.
Time:
5 minutes
Instructions:
1. Navigate to the Salesforce login page.

A. Open an internet browser.


B. Enter login.salesforce.com into the browsers address bar.
C. Press Enter.
2. Log in with your username and password.

A. Enter your username and password.


User Name: admin@servicecertprep####.com
Password: password1

B. Click Log in to Salesforce.


3. Change your name and email address in the training org.
A. Click Admin User | My Settings | Personal | Personal Information.
B. Insert your name and an email address you can access from class.

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Workbook Page 2 of 21

Case Management: Discovery Questions


Goal:
Review some common discovery questions regarding case management, and take notes on
suggestions brought up during discussion.
Time:
10 minutes
Instructions:

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Workbook Page 3 of 21

1. Review some common discovery questions regarding case


management, and take notes on suggestions brought up during
discussion.
A. What are the top three complaints from customers?
B. What are the top three complaints from support agents?
C. Is there an entitlement process in place?
D. What is the case escalation process?
E. Is there collaboration between agents? Between agents and SMEs?
F. Is there a 360-degree view of the customer?
What other questions do you ask to discover the metrics that are
important to your client?
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Workbook Page 4 of 21

Case Management: Entitlements Design Considerations

1. Do agents need to easily verify that a customer is eligible for support?


Answer: Add the entitlements related list to the account, contact, and
service contract objects.
2. Does the support team need to represent metrics such as first-response
and resolution time on cases?
Answer: Configure milestones to display whether a case response
complies with a customers SLA.
3. Do agents need to be able to stop the clock on an SLA?
Answer: Use the Stopped checkbox on the case.
4. Does the administrator need to be able to modify an existing entitlement
process?
Answer: The administrator can add new milestones but not edit existing
milestones that are part of an active entitlement.
5. Does a milestone need to repeat on regular intervals?
Answer: Use a sequential milestone, which occurs whenever the case
criteria match the milestone criteria and the previous occurrences Target
Date has passed.
6. Does the support manager need to track missed SLAs?
Answer: Create a custom report that includes a custom formula field like
Time Since Target.

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Workbook Page 5 of 21

Demo: A Potential Solution to a Case Management Issue


Goal:
Follow along as the instructor demonstrates some potential solutions to the issues presented by
Noah.
Time:
10 minutes
____________________________________________________________________________
Tasks:

Navigate to the Salesforce Console for Service.


Create a case titled Color printing not working from the Arnold Adams contact record
in ABC Labs.
Check entitlements.
Change the status to working.
Show case escalations under Monitor.
Add Case Team members.
Demonstrate a simple flow for solving customer issues.

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Workbook Page 6 of 21

Case Management Design Considerations

1. Do agents need to pre-populate contact information into a new case?


Answer: Agents should create cases from the

account

or contact records.

2. Does the support team need automation to increase their rate of


meeting SLAs?
Answer: Assign cases to queues via assignment rules and use escalation
rules to deal quickly with missed SLAs.
3. Do agents need to collaborate with each other to resolve cases more
quickly?
Answer: Agents can use case teams and Chatter feed on cases to collaborate
and communicate with each other.
4. Do support managers need to be notified about certain types of cases?
Answer: Create workflow with an email alert when cases of that type are
created or closed.
5. Does the support team need feedback from customers about cases?
Answer: Create workflow to email information or a survey to customers
when their case is closed.
6. Do agents want to close cases without having to leave the case edit
page?
Answer: Change the case status to closed instead of using the Close
Case button.

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Workbook Page 7 of 21

Knowledge Management Discovery Questions


Goal:
Review some common discovery questions regarding knowledge management, and take notes
on suggestions brought up during discussion.
Time:
10 minutes
Instructions:

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Workbook Page 8 of 21

1. Review some common discovery questions regarding knowledge


management, and take notes on suggestions brought up during
discussion.
A. Where do your agents look for knowledge?
B. What are the main challenges for agents in using knowledge today?
C. How often are new products introduced, and does that impact the
support model?
D. What are the main challenges for managers with knowledge today?
What other questions do you ask to discover the metrics that are
important to your client?
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Workbook Page 9 of 21

Design Considerations: Knowledge Access

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Workbook Page 10 of 21

Demo: A Potential Solution to a Knowledge Management Issue


Goal:
Follow along as the instructor demonstrates some potential solutions to the issues presented by
Noah at the beginning of the section.
Time:
10 minutes
____________________________________________________________________________
Tasks:

Review the Standard User profile and Knowledge Manager profile access to FAQs.

Create an article from a case, and submit it for approval.

Tour the Knowledge Reports Package and the Knowledge Dashboard.

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Workbook Page 11 of 21

Knowledge Management Design Considerations

1. What is the best way for customers to access Knowledge?


Answer: Customers can easily access articles using Communities.
2. What level of access should users have to articles?
Answer: The level of access should meet the security needs of the
organization, and whether all or some users can create articles.
3. How will internal support users find articles?
Answer: Consider adding the Knowledge One widget to the Console for
easy access to articles by support agents.
4. How will the organization keep the articles up-to-date and relevant?
Answer: Using Knowledge-specific reports to check on KPIs such
parameters as keywords not found and article accuracy.
5. How can articles be migrated into Knowledge?
Answer: Set up and follow an article migration strategy, which includes
formatting, housecleaning, and migration.

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Workbook Page 12 of 21

Interaction Channels: Discovery Questions


Goal:
Review some common discovery questions regarding interaction channels, and take notes on
suggestions brought up during discussion.
Time:
10 minutes
Instructions:

1. Review some common discovery questions regarding interaction


channels, and take notes on suggestions brought up during discussion.
A. Does the company have a self-service solution?
B. What are the channels that customers use to contact the company for
customer service?
What other questions do you ask to discover the metrics that are
important to your client?
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Workbook Page 13 of 21

Multi-Channel Support: Web-to-Case and Email-to-Case Design Considerations

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Workbook Page 14 of 21

Multi-Channel Support: Phone Channel and CTI Design Considerations


When deploying an integrated telephony solution, consider the following.

Discuss and document all CTI considerations during implementation project scoping
efforts. Get clarity around your clients:

Telephony and call routing infrastructures.


IP network.
IVR, call recording, and WFM.
Ownership of unit, functional, and user acceptance testing:

PBX Metrics are not stored in Salesforce.


Telephony routing is not stored or configured in Salesforce.
Involve a CTI expert for technical setup.

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Workbook Page 15 of 21

Interaction Channels Design Considerations

1. What would typical B2C customers need from your clients community?
Answer: Knowledge articles, cases, Chatter Answers, Ideas.
2. What would typical B2B customers need from your clients community?
Answer: Contracts and SLAs, articles, cases, Chatter Answers, Ideas.
3. What might resellers need to access in your clients partner community?
Answer: Leads, accounts, contacts, opportunities, products.
4. How can you restrict agents to support only specific channels?
Answer: Profiles, case page layouts.
5. What determines which tabs customer and partner users can see in a
community?
Answer: Their community profile.
6. What determines which articles a member will see in a community?
Answer: Data category visibility on the members profile and in the
communitys zones.

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Workbook Page 16 of 21

Demo: A Potential Solution to Expand Interaction Channels


In order to see a community in action, you must first republish it in your Salesforce org. Take the
following steps to republish the community in your org.

In the Global Header, click Admin User | Setup.


Click Customize | Communities | All Communities.
Click Manage in the Action column, next to Customer Support Community.
Click Launch Community Builder.
Click Publish.
Click Publish in the popup window.
Click Close.
In the Global Header, click the down arrow next to Customer Support Community.
Click Go to Community Management.
Click View Community.

After you have published the community, you can look up an article from the
community UI.

File a case from the community.

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Workbook Page 17 of 21

Analytics and Industry Knowledge Discovery Questions


Goal:
Review some common discovery questions regarding industry knowledge and contact center
analytics, and take notes on suggestions brought up during discussion.
Time:
10 minutes
Instructions:

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Workbook Page 18 of 21

1. Review some common discovery questions regarding industry


knowledge and contact center analytics, and take notes on suggestions
brought up during discussion.
A. What is the client trying to measure?
B. Who will be using the reports?
C. What is the clients desired result?
D. What are the performance metrics for an agent?
E. How is progress monitored?
What other questions do you ask to discover the metrics that are
important to your client?
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Workbook Page 19 of 21

Analytics Design Considerations

1. What pre-built reporting options exist on the AppExchange?


Answer: The AppExchange has a variety of pre-built reporting options for
service organizations.
2. How much visibility does the client want for dashboards?
Answer: Consider putting dashboards on the Home Page for most
visibility.
3. What level of privacy should agent have regarding his performance?
Answer: Consider who should know what when it comes to agent
performance.
4. What elements can be used to make reporting more user-friendly?
Answer: Incorporate charts and highlighting.

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Workbook Page 20 of 21

Extending Salesforce Discovery Questions


Goal:
Review some common discovery questions regarding extending the Salesforce application, and
take notes on suggestions brought up during discussion.
Time:
10 minutes
Instructions:
1. Review some common discovery questions regarding extending the Salesforce
application, and take notes on suggestions brought up during discussion.

A. What are your clients specific business needs?


B. Will a solution need to be configured, bought, or created?
What other questions do you ask to discover the metrics that are
important to your client?
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Copyright 2015 salesforce.com, inc. All rights reserved.


Workbook Page 21 of 21

Programmatic Tool Design Considerations

1. Automatically create a Product Request record when an agent enters


specific data while working on a case.
Answer: Apex (trigger)
2. Create a button that sends an email update to the case contact and puts
the case back into the agent queue.
Answer: Apex (controller extension)
3. Display a product image on a case that relates to that product.
Answer: Visualforce (image URL)
4. Automatically send articles changed to a certain status through an article
type approval process.
Answer: Apex (trigger)
5. Display on a single page all of todays changes to a case in the order
they occurred, including comments, emails, and edits to case fields.
Answer: Visualforce (custom page)

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Workbook Page 22 of 21

Practice Exam Questions

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Workbook Page 23 of 21

1. When designing a Case management solution to increase agent


productivity, which Service Cloud features should you consider first?
2. Which feature of Salesforce Knowledge can be leveraged to create a
customer-facing product information website?
3. A support agent has a detailed question about product functionality. The
agent needs to access a real-time response from internal subject matter
experts. Which feature will help the support agent send this question to
the right group of people?
4. A customer has a detailed question about product functionality. The
customer would like access to expert customer subject-matter experts,
and real-time access to company IT support experts. Which features will
best help the customer?
5. What is a benefit of a customer community?
6. Universal Containers analyzes key performance indicators (KPIs) and
discovers that customer satisfaction is decreasing. The company
attributes the decrease in customer satisfaction to a low first-call
resolution rate. What can be done to improve the first call resolution
rate?
7. Universal Containers needs to produce a dashboard in Salesforce that
shows the average cost per call. Which data needs to be available in
Salesforce in order to create the report?
8. A Knowledge administrator has created an article for a promotion that
starts at the beginning of the following month. How would the
administrator ensure the article is available on the first of the month?
9. Universal Containers is looking to migrate to a new knowledge solution
for their contact center. They have 10,000 knowledge articles, but have
found that only 5% are being used frequently by their contact center
agents and customers on their public website. What should be
recommended as part of this implementation?
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Workbook Page 24 of 21

10. Universal Containers designed a solution in a sandbox environment.


In order to deploy the solution, several new custom objects, page
layouts, workflow rules, and reports must be migrated from the sandbox
to the production environment. How should this be accomplished?
11. Universal Containers has a contact center that provides support for
five different product lines. Universal Containers needs to allow agents
to share files, ask and answer questions, and share best practices
specific to each product line. What is the best method to meet this
requirement?
12. Universal Containers needs to provide users with a case entry page
that meets the requirements listed below.
Launches from the account record
Provides a list of associated contacts and assets
Allows a user to associate contacts and assets with a new case
Allows for the creation of a new contact
Which approach meets the requirements?
13.

Which case submission process leverages Apex email services?

14. Which task should be included in a business continuity plan for a


contact center?
15. Universal Containers is implementing Salesforce Knowledge for call
center agents. The company needs to ensure that agents can contribute
to the knowledge base to promote adoption. Which functionality
supports these requirements?
16. Universal Banking needs to provide a public knowledge base its
website. The company has three product groups (Personal Banking,
Mortgage, and CDs) and needs to display information and address
common questions about each product area. How should Knowledge be
configured?

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Workbook Page 25 of 21

17. The manager of a large credit card contact center needs to


understand how many customers call daily to check their balance
without speaking with an agent.
Which system would be used to generate the report?
18. Universal Containers needs to integrate Knowledge into the case
management lifecycle. Which integration point is possible between
cases and Knowledge?
19. Universal Containers is designing a new case management process
with the requirements listed below.
Both support agents and product managers need to participate in
the case process.
Cases must be updated as they move through the steps in the
process.
All changes to a case must be tracked.
Which configuration step is required for the new case management
implementation?
20. Universal Containers needs to decrease the cost of support by
allowing support engineers to capture case resolution information when
a case is closed and make the details of the case available via search to
internal users, customers, partners, and the general public. How could
this be achieved?

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Workbook Page 26 of 21