Service Cloud Overview

Agenda

01 Course Objectives 10 Salesforce.com Portals

02 Contracts 11 Salesforce Knowledge

03 Entitlements 12 Solutions Vs Knowledge Vs Answers

04 Case Management

05 Case Assignment & Escalation Rules

06 Email to Case

07 Service Cloud Console

08 Google Search, Facebook & Twitter

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09 Salesforce Ideas

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Course Objectives

 Provide an introduction to Service Cloud

 Show the key building blocks for Service Cloud
 Explain the key concepts and terminology used within Service Cloud

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 Building Blocks to enable Service Cloud

Allow your customers Collaborative

Mobile access Facebook Twitter Google
to get support Service
wherever they
interact: Google,
Twitter, Facebook and Salesforce Mobile
Force.com for Salesforce CRM SEO-friendly
Chatter
facebook for Twitter Knowledge
mobile devices

Community Portal Public Knowledge Web pages Partner

Enable 24X7 self Collaboration
service and
collaboration for your
customer and partners Cases Knowledge Ideas Content Knowledge Sites Partners
Salesforce to
Salesforce

Call Center Agent Knowledge Call-Scripting SLA Management

The foundation:
provide assisted
support to your

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customers Phone Email Chat Knowledge Visual Process Contracts and
Manager Entitlements

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Contracts
Overview
A contract is a written agreement between two or more parties. Companies use contracts to define the
terms for doing business with other companies.
Creating and Associating Contracts
Users must at least have read access to an Account to associate a Contract with it. A contract can
created similar to other records in SFDC with minimum set of OOB mandatory fields – Account Name,
Status, Start Date and Term. Regular validation rules can be applied to extend the functionality of the
object.
Activating Contracts
Activating a contract changes the contract status to Activated and makes the contract read only. Activated
contracts cannot be changed and only users with the “Delete Activated Contracts” permission can delete
a contract with Activated status. Administrators and users with the “Activate Contracts” permission can
activate contracts. To edit an activated contract, a user must have the “Activate Contracts” permission.
Deleting Contracts
When you delete a contract, all related notes, attachments, events and tasks, history, and approval
requests are deleted. Associated accounts are not deleted with the contract. The deleted contract is

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moved to the Recycle Bin. If you undelete the contract, any related items are also restored.
Cloning Contracts
Is an out of box functionality and is similar to clone functionality available in Salesforce.com. The value of
that field is not carried over to the cloned record, if a Users have read-only access to a field.

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Entitlements (1/3)
Overview
Entitlement management helps support reps determine if their customers are eligible for support so they
can create Cases for them. We can set up one of three different entitlement management models, each
with different levels of detail:
Entitlements Only: Support reps verify that contacts are entitled to customer support before they create cases

Service Contracts with Entitlements: Support reps verify that a customer is entitled to support based on a
service contract
Service Contracts with Contract Line Items and Entitlements: Support reps verify that a customer is
entitled to support based on line items in a service contract
Entitlements don't automatically apply to cases created with Web-to-Case or Email-to-Case. If needed, we
can add entitlements to these features using Apex code.
Entitlement Contact
Entitlement contacts are contacts specified to receive customer support. For example, a named caller.
They're listed on an entitlement's Contacts related list or the contact's Entitlements related list.
Entitlement Templates
Entitlement templates are predefined terms of customer support that you can quickly add to products. For

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example, you can create entitlement templates for Web or phone support so that users can easily add
entitlements to products offered to customers.
Service Contract
Service contracts are agreements between you and your customers for a type of customer support.
Service contracts can represent different kinds of customer support, such as warranties, subscriptions, or
service level agreements (SLAs).
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Entitlements (2/3)
Contract Line Items
Contract line items are specific products covered by a service contract. They are displayed to users on the
Contract Line Items related list on service contracts, not contracts. These are available only if your
organization uses products. Schedules aren‘t available for contract line items. Customer Portal users can't
access contract line items.
Milestones
Milestones are required steps in your support process. They're metrics that represent service levels to
provide to each of your customers. Examples of milestones include first response and resolution times on
cases. Milestones can display one of the following statuses on cases:
Compliant Milestones on the case are complete or not in violation

Open Violation Milestones on the case are violated; steps in a support process are incomplete

Closed Violation Milestones on the case were violated, but the steps in the support process were
completed

Entitlement Process
Entitlement processes are timelines that include all of the steps (milestones) that your support team must

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complete to resolve cases. Each process includes the logic necessary to determine how to enforce the
correct service level for your customers. Not all entitlements require entitlement processes. For example,
an entitlement might just state that a customer is eligible for phone support and business hours define
phone support to be 24/7. If you needed to add more to that definition, you would use an entitlement
process. For example, if certain people needed to be emailed after a customer's case went unresolved
after two hours.
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Entitlements (3/3)
Milestone Actions
Milestone actions are time-dependent, workflow actions that occur at every step (milestone) in an
entitlement process. Examples of milestone actions include sending email alerts to specified users an
hour before a first response is near violation or automatically updating certain fields on a case one minute
after a first response successfully completes. We can add three types of actions to a Milestone

Success Actions The actions to take when a milestone successfully completes

Warning Actions The actions to take when a Milestone is near violation

Violation Actions The actions to take when a Milestone is violated

We can automate the following actions for each action type:

Task Assigns a task to a specific user. You can specify the task's Subject, Status, Priority,
and Due Date
Email Alert Emails a specific template to a designated recipient

Field Update Changes the value of a selected field. You can specify a value or create a formula for
the new value

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Outbound Message Sends a message to a designated endpoint. You can also specify a username and
the data you want to include in the message

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Case Management
Overview
A case is a description of a customer’s feedback, problem, or question which can be used to track and
solve customers’ issues. Users can create and manage Cases through the Case tab as well as capture
them via:
Web to Case: Gather customer support requests directly from a website and automatically generate up to
5000 new cases a day
Email to Case: Automatically create a case when an email is sent to a specific email address which can then
auto-populates case fields from the content of each email
Self Service Portal: Provides an online support channel to customers allowing them to resolve their inquiries
without contacting a customer service representative
Customer Portal: Similar to a Self-Service portal in that it provides an online support channel for customers
however it provides significantly richer functionality and features which are similar to salesforce.com
Case Teams
A team of users that work together on a case. For example, a case team may include a support rep,
support manager, and a product manager.
Case Comments
A related list on a case detail page which displays a list of the comments added to the case. Comments

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can be marked as private or made publicly available to the contact on a case via the Customer Portal or
Self-Service portal.
Solutions
A detailed description of a customer issue and the resolution of that issue. Users can create and manage
solutions as well as publish solutions to the Customer Portal and Self-Service portal.

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Case Assignment & Escalation Rules
Assignment Rules
Assignment rules can be used to automate support processes. They can define how cases are assigned
to users or put into queues as they are created manually, using Web-to-Case, Email-to-Case, the Self-
Service portal, the Customer Portal as well as Outlook and Lotus Notes.

• An organization will typically have one rule for each overall purpose - one case assignment rule for
standard use and one case assignment rule for holiday use

• Each rule consists of multiple rule entries that specify exactly how cases are assigned.

• For example, a standard case assignment rule may have two entries: cases with “Type equals Gold”
are assigned to “Gold Service” queue, and cases with “Type equals Silver” are assigned to “Silver
Service” queue

Escalation Rules
Escalation rules can be created to escalate cases automatically if they are not resolved within a certain
period of time.

• An organization will typically have one escalation rule that consists of multiple rule entries which

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specify exactly how the cases are escalated.
• For example, your standard case escalation rule may have two entries: cases with Type set to Gold
are escalated within two hours, and cases with Type set to Silver are escalated within eight hours

For additional information: http://www.salesforce.com/crm/customer-service-support

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Email to Case (1/2)
Overview
Salesforce.com can automatically create a case when an email is sent to one of your company's generic
email addresses, such as support@zappos.com
It auto-populates case fields from content of the email (Subject and body)
Two options to configure this functionality
• Email-To-Case Toolkit
• On-demand Email-To-Case
Email to Case On Demand Email to Case
Requires downloading of Email-to-Case agent and No download required. On demand Email-to-Case uses
installing it behind an organization’s network firewall apex email services to convert email to cases
Primarily used to keep all email traffic within firewall Email traffic is controlled in the cloud through
Salesforce.com
Can accepts email attachments larger than 10mb Can accept attachments smaller than 10mb only
Attachments can be exported to a local server without the Attachments stay in Salesforce.com (can be exported
need to store them on SFDC individually)
Tool kit needs to be updated when a new version come Maintenance and support rests with Salesforce.com

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through (maintenance overhead)
Routing Email addresses have to be added and verified Routing Email addresses have to be added and verified
Email servers (Outlook or Lotus Notes) have to be to
forward case submissions to the email services address
provided to you by Salesforce.com ( an alias is provided for
each routing address)
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Email to Case (2/2)
1 Users send/ respond to specific email addresses
provided by organizations (e.g.,
support@zappos.com)
2 The emails are received by the exchange server
and the alias identifies the email should be sent
to SFDC .
3 Email2Case agent toolkit residing within the
client’s network that pulls emails from the
exchange mail server and uses the Force.com
API to create new cases or append to an existing
case. Support is limited IMAP servers.
4 SFDC users access the case and related content
in SFDC
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1 Users send/ respond to specific email addresses
provided by organizations (e.g.,
support@zappos.com)
2 The emails are received by the exchange server
and are re-directed to Salesforce.com routing
addresses.
3 The On-demand toolkit (seamless) residing in
Salesforce.com server creates “cases” in the
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system and attaches it to the right Contact based
on email address match
4 SFDC users access the case and related content
in SFDC
Service Cloud Console
Overview
The Service Cloud console is designed for users in fast-paced environments who need to find, update,
and create records quickly. It improves on the standard console tab by letting users:

• Work with fewer clicks and less scrolling

• Limit switching between pages
• Easily spot important fields on records
• See records and their related items as tabs on one screen
• Jot notes on each record in an interaction log
• Access a SoftPhone for Salesforce CRM Call Center

Implementation Tips

• Only users assigned to the Service Cloud User feature license can use the Service Cloud console
• The interaction log only displays on items that have a Activity History related list, such as accounts
and contacts.

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• You must refresh your browser to see any setup changes to the Service Cloud console.
• You can't add the Service Cloud console to partner portals or customer portals

Watch a demo: https://na1.salesforce.com/consoleDemo/tutorial/ConsoleVideoDemo2.htm

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Google Search, Facebook & Twitter
Google Search Integration
The first place many people turn for answers today including
answers about a companies products and services is the
Internet and in particular Google. With the Service Cloud
users can turn every Web search into a case deflection for
faster service and lower costs.

Force.com for FaceBook

With Force.com for Facebook, organizations can create
custom service community for Facebook’s 500 million users
to enable a venue for customer conversations that plugs
directly into the customer service processes.

Force.com for Twitter

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Salesforce for Twitter helps organizations connect with
customers in real time .Create cases, push knowledge and
join the conversation, all from within Salesforce CRM.

Watch a demo: http://www.salesforce.com/crm/customer-service-support/social-networking/

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Salesforce Ideas (1/2)
Overview:
Salesforce CRM Ideas is a community of users who post, vote for, and comment on ideas.
Consider it an online suggestion box that includes discussions and popularity rankings for any
subject.
Engage All Your Spark Conversations Bubble the Best Deliver on Ideas
Communities Around Ideas Ideas to the Top from the
Online Community

How it works:

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Salesforce Ideas (2/2)
Why it works:

Service Cloud Use Cases:

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• Expose Ideas in a Customer or Partner Portal
• Use Ideas internally to provide service to internal customers
• Provide better customer service by actively engaging in community
conversation

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Salesforce Portals: Customer Portal
Customer Portal
A Customer Portal is similar to a Self-Service
portal in that it provides an online support
channel for your customers—allowing them to
resolve their inquiries without contacting a
customer service representative. However, a
Customer Portal provides significantly richer
functionality than a Self-Service portal.

Key Benefits
•Controlled access
•Ability to create multiple customer-branded
portals
•Provides customized self-service that allows
access to Case history, Solutions, Content,
Ideas, Activities, or access any exposed
Custom Objects.

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Provide 24/7 Self-Service Support with the Customer Portal
In an increasingly connected world, customer self-service has become a way of life. Drive greater customer loyalty through customer-driven
communities and unprecedented online access to information and resources.

# of Customer Logins Self-Service Transactions # of Posts, Comments, Votes Popular Ideas Top Contributors

Use your Web site and email correspondence to drive

customers to the self-service portal, where they can log Customer Portal Login Self-Registration
cases, check the status of cases, and connect with the
online community

My Home Page My Cases Knowledgebase Salesforce Ideas Custom Apps

You can create multiple Customers can log a case Users can search or Let customers post, vote With the standard
portals for different types online and come back to browse through solutions on, and discuss ideas with customer portal you can

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of customers each, with check the status or case in the online one another: you can deploy your own custom
its own custom home history knowledgebase and capture feedback or applications to customers
page provide feedback on those manage feature requests
solutions they found
helpful
New Case is Created

Cases logged to the portal will be routed and

assigned to a queue for an agent to work

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Salesforce Portals: Partner Portal
Partner Portal
A portal allows partner users to log in to
Salesforce.com through a separate website
than your non-partner users. Partner users
can only see the data that you have made
available to them. Furthermore, partner users
can only manipulate data if you give them the
appropriate user permissions.

Service Cloud Use Cases:

Third Party Case Management Partner Solution Knowledgebase

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Salesforce Portals: Comparison

Self Service Portal Customer Portal Partner Portal

Professional Edition Enterprise and Unlimited Enterprise and Unlimited

Availability
and above Editions Editions

Cases, Solutions, Leads, Accounts,

Activities, Assets, Opportunities,
Object Sharing Cases, Solutions
Documents, Custom Documents, Custom
Objects, Approvals Objects, Approvals

Multiple Portals  

Additional Licenses Additional Licenses

Pricing Included
Required (per user basis) Required (per user basis)

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Force.com Sites
Force.com Sites lets you create public web applications and web sites that run natively on Force.com - under
your own domain. This lets you easily extend the reach of your existing applications to new, external audiences
- and your site visitors don't need to authenticate to view your pages. In fact, if you're already using Visualforce
to create your user interfaces, it's a simple matter of bundling them into a Force.com Site to create a public
web application.
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Salesforce Knowledge
Salesforce Knowledge is a knowledge base where users can
easily create and manage content, known as articles, and
quickly find and view the articles they need.
Articles capture information about company's products and
services that we want to make available in knowledge base.
Articles Management tab:
Using the Articles Management tab, users can write, edit,
publish, and archive articles.
Articles tab:
Using Articles tab, users can find and view published articles.
Article Types:
Article types are containers for articles. Every article belongs
to a type that provides the format and structure to control how
an article displays for each audience
Article Type template:
The article-type template determines how the layout appears

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to viewers of the published article, and administrators can
choose unique templates for different audiences and article
types.
Salesforce.com provides two standard article-type templates,
Tab and Table of Contents, and we can use Visualforce to
create our own custom templates.
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Salesforce Knowledge
Data categories:
Data categories can be used to help users classify and find
articles. Administrators can use data categories to control
access to articles.
Salesforce Knowledge supports a five-level hierarchy of data
categories within each category group.
For example, a category group named Location might contain
a geographical hierarchy of continents, countries, regions, and Customer Portal
states.
Channel:
The channel refers to the medium by which an article is
available to users.
Internal App: Salesforce.com users can access articles in the
Articles tab.
Customer Portal: Customers can access articles if the
Articles tab is available in the portal. Public (Sites)
Partner Portal: Partners can access articles if the Articles tab

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is available in the portal
Public knowledge base: Articles can be made available to
anonymous users by creating a public knowledge base using
Sites and Visualforce.

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Knowledge is a Continuous Process
Provide metrics for
Find Knowledge gaps and
Analyze management of People
track effectiveness and Processes

Author Author using

Deliver across multiple Deliver predefined article
channels to Agents, types
Customers and Public
users

Review Collaborate to
Tag with Business Role, Categorize
ensure Accuracy
Customer, Product and
Agent Dimensions

Knowledge Centered Support (KCS)

Goal: Solve a Problem Once, and Use the Solution Often!

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Organizations chose to adopt KCS as a need to scale and extend their
support capabilities, but do not have endless staffing or budget
resources

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Solutions vs. Knowledge vs. Answers
Solutions
A detailed description of a
customer issue and the
resolution
Publish solutions to the self-
service portal and make
solutions public
Solution categories group
similar solutions together
The Suggested Solutions
Page displays up to ten
relevant solutions
Knowledge
A knowledge base where
users can easily create and
manage content, known as
articles
Publish articles to the
customer portal or partner
portal and make articles
public
Data categories allow users
to classify and find articles
Internal users, customer
portal, and partner portal
users can rate articles on a
scale of 1 to 5 and view the
average rating for an article
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Answers
A feature of the Community
application that enables
users to ask questions and
have community members
reply with answers
Post issues to Answer
communities only
Data categories allow users
to classify and find
questions
Users can Vote to signify
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that they either like or dislike
a reply to a question
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