Navigating Your Service Cloud Trial

NAVIGATING YOUR
SERVICE CLOUD TRIAL

Welcome to your Service Cloud trial. You are about
to join tens of thousands of customers who have
successfully transformed their customer service with
Service Cloud.
TABLE OF CONTENTS
Getting Started with Service Cloud
Getting Started Tab................................................................................................. 4
Cases Tab................................................................................................................ 5
Service Cloud Console........................................................................................... 6
Chatter and Articles Tabs....................................................................................... 7
Reports and Dashboards Tabs............................................................................. 8
Resolve a Case
View Knowledge Article......................................................................................... 9
Email knowledge article to yourself................................................................ 9-10
Add an internal note to the case and close the case................................... 11-12
Collaborate on a Case
Change your Chatter profile picture...............................................................13-14
Follow or subscribe to a case.............................................................................. 15
Invite another agent to contribute to a case.......................................................16
Login as ServiceAgent to view the comment..............................................17-18
Setup Your Web Portal
Create a new portal user................................................................................19-20
Find the portal URL in the Setup area........................................................... 21-22
Request a login to the customer portal........................................................ 22-23
Browse Knowledge Articles and Create a Case......................................... 23-24
TABLE OF CONTENTS
Post Questions in a Service Community
Grant User Access to the Service Community............................................. 25-26
Login to the portal as Mark Land................................................................. 26-27
View Case in Salesforce.......................................................................................28
See Agents response to the question................................................................29
View Service Reports and Dashboards
Open the Service Executive Dashboard.....................................................30-31
Add a filter based on the case field Type:..................................................31-32
Modify a Report with a New Data Range.................................................... 33-34
Configuration
Create Additional Users................................................................................ 35-36
Configuration
Hide the Interaction Log................................................................................ 37-39
Configuration
Add a Custom Field to Cases....................................................................... 40-42
Configuration
Create a Queue............................................................................................. 43-44
Configuration
Enable Email-to-Case................................................................................... 45-46
Configuration
Route Email Cases to New Queue............................................................... 47-49
GETTING STARTED WITH SERVICE CLOUD

Getting Started tab. Here youll find helpful videos, interactive product tours,
image galleries, and links to begin hands-on activities.
App Selector
Help & Training
This link takes you to our help portal where you can
search for help on specific topics, or ask questions
that you have in our customer community.
The App Selector takes you to

other area of Salesforce CRM
including Sales, Marketing,
and Collaboration.
Tab Selector
Use the tab selector to quickly

jump to different areas of
Service Cloud.
Cases tab. The Cases tab is where your agents will find the cases or customer
service issues they need to work on.
Views
Views are ways to see groupings of your data that fit

specific criteria such as My Open Cases or Priority Cases.
Salesforce comes with pre-set views for each tab, and you
can also create your own custom views. Views drive the
case list below.
Case List
The case list is the list of cases that need to be worked

on. These can be categorized by priority or type such
as email cases only or for a certain agent type, such
as Tier 2 agents.
Service Cloud Console. The Service Cloud Console is your primary case
management interface for your service agents.
Highlight Panel
Your agents will see important customer information

here. All sections in the highlight panel are
configurable for your business.
Case Actions
Case actions lets agents toggle between what

actions to perform to the case, such as writing
an internal note or changing the case status.
Knowledge
Sidebar
Case Feed
Knowledge puts
answers at your agents
fingertips to close cases
faster. Service Cloud
pre-filters knowledge
articles based on your
case information so
agents dont waste time
searching.
The case feed has all case interaction

history across channels in an easy to view
feed format.
Chatter tab. Chatter is a private,

secure collaboration platform
for your company. Chatter helps
you collaborate with your team
on cases, crowdsource answers
to key business questions, and
work more efficiently. Start by
setting up your Chatter profile.
Three additional user licenses
have been provided to allow
you to invite colleagues.
Articles tab. Knowledge articles

are where you can view and
manage your knowledge base
that your agents and customers
will use to answer customer
service questions. Sample
knowledge articles have been
provided with your trial.
Reports tab. The reports tab is

where you can build and run
reports on your key business
metrics. Salesforce comes
with pre-built reports, or you
can create your own. Sample
reports have been provided
with your trial.
Dashboards tab. Once youve

created your reports, you can
pull them into dashboards for a
quick, visual way of seeing how
your business is performing.
A sample customer service
dashboard has been provided
with your trial.
RESOLVE A CASE
Your agents use Cases to manage all inbound customer
service issues.
THIS ARTICLE WILL GUIDE YOU THROUGH CLOSING YOUR FIRST CASE
AND ADDING A COMMENT TO THE CASE.
TO CLOSE YOUR FIRST CASE, YOU WILL:
VIEW
KNOWLEDGE
ARTICLE
A. In the Articles box to the right, click on the article Resolve a Case. The article will open
in a new tab.
EMAIL
KNOWLEDGE
ARTICLE TO
YOURSELF
B. Once youve confirmed this is the correct article, click on the triangle next to the article
and select Email as Article PDF.
RESOLVE A CASE
C. Click the + next to the email drop-down.
D. Change the email To field to your email address.
E. Add a message within the body of the email, then click the green Send Email box.
10
RESOLVE A CASE
ADD AN
INTERNAL
NOTE TO THE
CASE AND
CLOSE THE
CASE
A. In the left panel, click Write Case Note.
B. In the text box, type I have resolved the case and click Share.
C. Select Change Status in the left panel.
11
RESOLVE A CASE
D. Change status to Closed and click Change Status.
Congratulations on closing your first case in Service Cloud!
12
COLLABORATE ON A CASE
Salesforce has transformed the way customer service
organizations collaborate on cases. With Service Cloud your
agents can quickly identify and engage the right person to help
resolve cases in real-time.
LEARN HOW CHATTER ENABLES YOUR AGENTS TO COLLABORATE
ON CASES
CHANGE
YOUR
CHATTER
PROFILE
PICTURE
A. Select Chatter in the Navigator Pane.
B. Click on the profile picture box.
13
C. Hover over your picture, and click Update.
D. Choose a photo from your computer.
E. Click Save.
14
FOLLOW OR
SUBSCRIBE
TO A CASE
A. Select Cases from the Navigator Pane.
B. Select Sample Cases from the drop down and click the case When was the Golden
Gate Bridge built?
C. Click Follow in the left-hand navigation pane.
15
INVITE
ANOTHER
AGENT TO
CONTRIBUTE
TO A CASE
A. Select Write Case Note in left-hand navigation window.
B. Using the @ symbol, select ServiceAgent.
C. Write a comment Can you help me solve this case?
D. The comment will then be saved to the case feed below and the other user will
receive an email notification.
16
LOGIN AS
SERVICEAGENT TO
VIEW THE
COMMENT
A. Click Setup under your name in the upper left corner.
B. Click Manage Users and then Users in the left-hand column.
C. Find Service Agent and click the Login button next to the name. You are now logged
in as ServiceAgent.
D. Click the Back to Service Cloud Console tab on the left.
17
E. Select Chatter from the right-hand drop-down menu.
F. You will see the case comment right in your feed. To respond, click Comment or dive
into the case by clicking the case number.
Great job! Dont stop collaborating now!
18
SETUP YOUR WEB PORTAL

Sometimes your customers just want to find answers on their
own. With Service Cloud, you can create a web portal to enable
your customers to self-serve with FAQs and other information
in your knowledge base, log cases, check case status, post a
question to the community, and more.
LEARN HOW YOUR CUSTOMERS CAN SEARCH YOUR KNOWLEDGE BASE

AND SUBMIT CASES FROM YOUR COMPANYS SELF-SERVICE SITE.
TO GET STARTED WITH WEB SELF-SERVICE YOU WILL:
CREATE A
NEW PORTAL
USER
A. Search for the contact Mark Land.
19
B. In the Contacts related list, select Mr. Mark Land.
C. Replace the Email field with your email address. This is essential to enable the selfregistration process.
D. Click Save.
20
FIND THE
PORTAL
URL IN THE
SETUP AREA
A. Click Your Name Setup.
B. In the left hand column, click Customize, Customer Portal, and Settings.
21

C. Click on Trial Customer Portal.
D. Copy the Login URL link and open it in another browser window.
REQUEST
A LOGIN
TO THE
CUSTOMER
PORTAL
A. In the customer portal login page, enter your email address and click Submit.
22
B. Go to your inbox to receive login instructions. Once you receive them, enter them in
the left-side box to login.
BROWSE
KNOWLEDGE
ARTICLES
AND CREATE
A CASE
A. Click on the Articles tab at the top.
B. Click on the Where is the Golden Gate Bridge? Preview it and close out when
youre done.
23

C. Click on the Cases tab at the top.
D. Click on the Create New Case button.
E. Fill in the fields and click Submit.
Great job! Your customers are now able to help themselves to important information!
24
POST QUESTIONS IN A SERVICE COMMUNITY

Online service communities allow your customers to help each
other by answering questions, sharing best practices, and even
engaging with your service agents and product experts.
LEARN HOW TO SETUP A CUSTOMER COMMUNITY AND POST

QUESTIONS TO THE COMMUNITY.
TO GET STARTED WITH YOUR ONLINE COMMUNITY:
GRANT
MARK LAND
ACCESS TO
CHATTER
ANSWERS THE SERVICE
CLOUDS
Q&A
COMMUNITY
A. Click on <your name> Setup, Administration Setup, Manager Users and Users.
25
B. Click Edit for Mark Land. If you dont see Mark Land as a user, please see Article 2
(Setup Your Web Portal) to setup this user.
C. Check Chatter Answer User.
D. Click Save.
LOGIN TO
THE PORTAL
AS JOHN
PORTAL
USER
A. You should have already created a login for John PortalUser. If you havent, see Article
2 (Setup Your Web Portal) for detailed instructions.
B. Once youve logged in, click on the Chatter Answers tab.
26

C. Ask the question How long is the Golden Gate Bridge?
D. Review the suggested answers and/or articles from the knowledge base.
E. Since none of the suggested solutions quite answer your specific question, you can
post the question to the community. Click Post the question to the community. You
will be prompted to add further information to your question.
F. Select Sample Data as the topic.

G. Click Post to the Community.
27
VIEW
CASE IN
SALESFORCE
The next step in this activity is to view the question from an agent or moderators
perspective. Salesforce gives moderaters/agents the ability to view all open questions
and respond with answers.
A. Log back into your Service Cloud console via login.salesforce.com.
B. Select the Chatter Answers Moderator view within the Service Cloud.
C. Find the question from Mark Land.
D. Answer the question.
28
OPTIONALLY,
LOG BACK
INTO THE
PORTAL TO
SEE THE
AGENTS
RESPONSE
TO THE
QUESTION
A. Check the answer from the agent is visible and selected as best answer.
Congratulations - youve just answered your first Community-generated question!
29
VIEW SERVICE REPORTS AND DASHBOARDS

With Reports and Dashboards, you can track important metrics
about your contact center in real time, not days or weeks after
the fact. With Service Cloud it is easy to customize your reports
so youre measuring exactly what matters to your business.
LEARN HOW TO USE REPORTS & DASHBOARDS TO MEASURE AND
TRACK IMPORTANT METRICS ABOUT YOUR CONTACT CENTER.
TO GET STARTED WITH REPORTS AND DASHBOARDS YOU WILL:
OPEN THE
SERVICE
EXECUTIVE
DASHBOARD
A. In the navigator drop-down menu, click Dashboards.
B. If you arent directed there already, navigate to the Service Cloud Executive dashboard
in the Search box.
30
C. Explore the content of the dashboard
ADD A FILTER
BASED ON
THE CASE
FIELD TYPE:
A. Click Edit to start modifying the dashboard.
B. Click Add filter.
31
C. In the Field field, type Type and select the second proposed option (Case Information,
Type).
D. Add 2 Filter Options, so that Operator equals Sample Cases, Trial (use magnifying
glass for assistance).
E. Click OK.
F. Click Close and then Save & Close.
32
DRILL INTO
THE REPORT
OPEN CASES
AND MODIFY
IT WITH A
NEW DATE
RANGE
A. Click on the graph Open Cases, the full report will open.
B. Change the date range option from Custom to Last 120 days.
33
C. Click Save twice.
D. Click on Dashboards in the navigator pane and click Refresh again.
Now youre on your way to being a dashboard whiz!
34
CONFIGURATION: CREATE ADDITIONAL USERS

Service Cloud is built to be easily customizable for your business.
By configuring the user interface to your specific needs, you can
ensure that your agents can close cases in the most efficient
way possible.
IN THIS ARTICLE, YOU WILL LEARN TO ADD NEW USERS TO YOUR SERVICE
CLOUD TRIAL.
CREATING ADDITIONAL USERS WILL ALLOW YOU TO INVITE YOUR COWORKERS TO THE TRIAL.
YOU CAN ADD UP TO THREE ADDITIONAL USERS. TO ADD A USER TO YOUR SERVICE CLOUD
ENVIRONMENT:
Each username in the Salesforce platform must be unique; you cannot use a username
that has been used to sign up before for any Salesforce product. The username and
email do not need to be the same.
A. Go to Your Name, Setup, Manage Users, and Users.
B. Click the New User button to the right.
35
CONFIGURATION: CREATE ADDITIONAL USERS
C. Enter all fields marked as required: Last Name, Alias, Email, Username, Community
Nickname.
In the right column, select Salesforce for the User License type and System Admin for
the Profile type.
Check the Knowledge User and Service Cloud User boxes.
Tip: Press the Tab button to advance to next field. Many of the fields will auto-populate
for you.
D. Uncheck the first two boxes in the Newsletter Settings box.
E. Make sure the last box is checked so your new user will immediately receive login
credentials.
F. Click Save.
Remember, you can add up to three additional users!

36
CONFIGURATION: HIDE THE INTERACTION LOG

Service Cloud is built to be easily customizable for your business.
In this activity, youll remove the Interaction Log window to see
just how easy it is to configure the case management user
interface.
LEARN HOW TO MODIFY THE SERVICE CLOUD USER INTERFACE.
THE DEFAULT USER INTERFACE OF THE SERVICE CLOUD CONSOLE HAS AN INTERACTION LOG IN
THE FOOTER OF THE CONSOLE. TO HIDE THE INTERACTION LOG IN THE CASE VIEW:
A. Go to Your Name, Setup, App Setup, Customize, Cases, and Page Layout.
37
B. In the section Page Layouts for Case Feed Users, click the Action drop-down list and
select Edit Detail View.
C. Click Layout Properties.
D. Uncheck Interaction Log, Show in the Service Cloud console.
38
E. Click OK, then Save.
F. Click Back to Service Console.
G. Close all the case tabs open and reload the page.
H. Open a case to see the new case view without the interaction log.
Tip: If the Interaction Log is still there, log out of Salesforce and log back in.
Ta-da! The interaction log is now hidden. You can always re-enable it if you prefer.
39
CONFIGURATION: ADD A CUSTOM FIELD

TO CASES
In just a couple of clicks, you can add a custom field to any object
within Service Cloud. No IT involved!
LEARN HOW TO ADD A CUSTOM FIELD TO A CASE.
TO ADD A CUSTOM FIELD TO A CASE:
A. Go to Your Name, Setup, App Setup, Customize, Cases, and Fields.
B. Click New in the section Case Custom Fields & Relationships.
40
CONFIGURATION: ADD A CUSTOM FIELD TO CASES
C. Select Formula for the type.
D. Click Next.
E. In this example, we will add a custom field called Case Age and use a formula to
calculate how many days the case has been open. Enter Case Age for the Field Label
and select Number for the formula return type.
F. Click Next.
41
CONFIGURATION: ADD A CUSTOM FIELD TO CASES
G. Enter IF(IsClosed, ROUND(ClosedDate - CreatedDate, 0), ROUND((NOW() CreatedDate),0)) in the field.
H. Click Next.
I. Click Next.
J. Click Save.
K. Go back to the Service Cloud Console, open a case and click View Case Details: the
Case Age appears at the bottom of the details.
Now that you have the hang of it, go ahead and add all the custom fields that
matter to your business!
42
CONFIGURATION: CREATE A QUEUE

In order to organize your inbound cases you can create queues.
In this activity we will use e-mail cases as an example. Once
completed, your agents can access your new email queue to
see all the cases created from your email channel.
LEARN HOW TO CREATE A QUEUE FOR INBOUND EMAIL INQUIRIES.
TO CREATE A QUEUE:
A. Go to Your Name, Setup, Administration Setup, Manage Users, and Queue.
B. Click New.
C. Enter Email Cases for the label.

43
CONFIGURATION: CREATE A QUEUE
D. Add Cases to Selected Objects.
E. Add your user name to the queue.
F. Click Next.
All done!
44
CONFIGURATION: ENABLE EMAIL-TO-CASE

Now that the queue is in place, you can enable the Email-toCase feature. When youre done, you will have generated a
unique email address; any email sent to this address will be
converted automatically as a case.
LEARN HOW TO SETUP YOUR EMAIL SUPPORT CHANNEL.
TO ENABLE EMAIL-TO-CASE:
A. Go to Your Name, Setup, App Setup, Customize, Cases, and Email-to-Case
B. Click Continue.
[Note: Email-to-Case is already enabled, however a routing address has to be added.]
45
CONFIGURATION: ENABLE EMAIL-TO-CASE
C. Click New in the Routing Addresses section.
D. Enter a name: Support Cases.

Enter the email address you want to use. Note: a verification email will be sent to this
address; so, for testing purposes, choose an email address you can log into.
E. In the Case Origin drop-down list, select Email.
F. Click Save and then OK.

G. in the next screen, locate and copy the email service address. Any email sent to this
address will be converted into a case.
Tip: Because the email address generated here is so long, most companies will create an email address such as help@yourcompany.com and automatically forward
all emails to the long email address, so that the case is automatically created within
Service Cloud.
Your email support channel is now up and running!
46
CONFIGURATION: ROUTE EMAIL CASES TO

NEW QUEUE
Once youve completed the previous two steps, youre ready to
assign your email cases to your new email queue. This is the
final step in setting up your email channel.
LEARN HOW TO ROUTE INBOUND EMAIL INQUIRIES TO THE NEW CASE
QUEUE YOU JUST CREATED.
MAKE SURE YOU HAVE ALREADY ENABLED EMAIL-TO-CASE AND SETUP A QUEUE BEFORE
BEGINNING THIS ACTIVITY. SEE RELEVANT KNOWLEDGE ARTICLES FOR DETAILED INSTRUCTIONS.
TO CREATE A NEW ROUTING ASSIGNMENT:
A. Go to Your Name, Setup, App Setup, Customize, Cases, and Assignment Rules.
B. Click New.
47
CONFIGURATION: ROUTE EMAIL CASES TO NEW QUEUE

C. Enter Email Cases for the Rule Name.
D. Click Save.
E. Click on the Rule Name and Email Cases.
F. Click New in the rule entry section.
G. Step 1: enter 1 in the Sort Order field.

Step 2: enter the cirterion Case: Case Origin equals Email.
Step 3: select Queue in the drop-down list and enter Email Cases.
48
CONFIGURATION: ROUTE EMAIL CASES TO NEW QUEUE
H. Click Save.
I. Click Edit.
J. Select Active.
K. Click Save
If the routing email address configured for email-to-case has been validated, then new
cases are created from emails.
Youre now setup for email support!
49

Navigating Your Service Cloud Trial

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NAVIGATING YOUR

SERVICE CLOUD TRIAL

GETTING STARTED WITH SERVICE CLOUD

The App Selector takes you to

Use the tab selector to quickly

GETTING STARTED WITH SERVICE CLOUD

Views are ways to see groupings of your data that fit

The case list is the list of cases that need to be worked

GETTING STARTED WITH SERVICE CLOUD

Your agents will see important customer information

Case actions lets agents toggle between what

The case feed has all case interaction

GETTING STARTED WITH SERVICE CLOUD

Chatter tab. Chatter is a private,

Articles tab. Knowledge articles

GETTING STARTED WITH SERVICE CLOUD

Reports tab. The reports tab is

Dashboards tab. Once youve

D. Change the email To field to your email address.

A. In the left panel, click Write Case Note.

C. Select Change Status in the left panel.

Congratulations on closing your first case in Service Cloud!

A. Select Chatter in the Navigator Pane.

B. Click on the profile picture box.

C. Hover over your picture, and click Update.

D. Choose a photo from your computer.

A. Select Cases from the Navigator Pane.

C. Click Follow in the left-hand navigation pane.

A. Select Write Case Note in left-hand navigation window.

B. Using the @ symbol, select ServiceAgent.

C. Write a comment Can you help me solve this case?

A. Click Setup under your name in the upper left corner.

B. Click Manage Users and then Users in the left-hand column.

D. Click the Back to Service Cloud Console tab on the left.

Great job! Dont stop collaborating now!

SETUP YOUR WEB PORTAL

LEARN HOW YOUR CUSTOMERS CAN SEARCH YOUR KNOWLEDGE BASE

A. Search for the contact Mark Land.

SETUP YOUR WEB PORTAL

B. In the Contacts related list, select Mr. Mark Land.

SETUP YOUR WEB PORTAL

A. Click Your Name Setup.

SETUP YOUR WEB PORTAL

SETUP YOUR WEB PORTAL

A. Click on the Articles tab at the top.

SETUP YOUR WEB PORTAL

D. Click on the Create New Case button.

E. Fill in the fields and click Submit.

POST QUESTIONS IN A SERVICE COMMUNITY

LEARN HOW TO SETUP A CUSTOMER COMMUNITY AND POST

POST QUESTIONS IN A SERVICE COMMUNITY

C. Check Chatter Answer User.

B. Once youve logged in, click on the Chatter Answers tab.

POST QUESTIONS IN A SERVICE COMMUNITY

F. Select Sample Data as the topic.

POST QUESTIONS IN A SERVICE COMMUNITY

A. Log back into your Service Cloud console via login.salesforce.com.

C. Find the question from Mark Land.

D. Answer the question.

POST QUESTIONS IN A SERVICE COMMUNITY

Congratulations - youve just answered your first Community-generated question!

VIEW SERVICE REPORTS AND DASHBOARDS