C1. Industry Knowledge 18 %

Q1. Explain the factors that influence key Contact Center metrics, KPIs, and business challenges

Q2. Explain common call deflection techniques

Q3. Identify challenges and considerations for business continuity in the Contact Center

Q4. Compare and Contrast different types of Contact Centers and their business drivers

Q5. Identify the core tenets of KCS and ITIL

Q6. Describe how various components of a contact center can solve different business challenges

Q1. Explain the factors that influence key Contact Center metrics, KPIs, and business challenges

Understanding Contact Centers

1. Call Center

2. Contact Center

ITIL describes processes, procedures, tasks and checklists that are not organization-specific, used by an

organization for establishing integration with the organization's strategy, delivering value and maintaining

a minimum level of competency. It allows the organization to establish a baseline from which it can plan,

implement and measure. It is used to demonstrate compliance and to measure improvement.

Contact Center Architecture

CustomerPBXACD

ACD to Agents (with CTI Optional)

Intelligent Routing

ANI: Automatic Number Identifications

DNIS: Dialed Number Identification Services

IVR: Interactive Voice Recognition

ACD: Automatic Call Distributor (Routes the call to agent/queue/department)

PBX: main entrance point for phone calls

CTI: provides screen pop with call information (based on the information from salesforce)

Call Deflection

Instead of making phone calls, customer contacts agents through other channels.

The purpose is to reduce costs, by reducing number of direct phone calls to a contact center.

Service Cloud Console (left panel)

1. Answer Customer

2. Log a Call

3. Write Internal Notes

4. Change Status

5. View Case Details

Measuring Service Success

Role Goal Metrics

VP, Support Increase CSAT FCR, CSAT

CFO Decrease Cost of Service CPC, Calls Per Agent

VP, Sales Increase Revenue Up-sell %, Customer retention

C2. Implementation Strategies 7%

Given a scenario, determine how to facilitate a successful consulting engagement

Given a scenario, determine appropriate contact center deployment strategies

Implementing the Service Cloud

A. Implementation Essentials Overview

CRM Challenges

1. Unsecured environment

2. Low user adoption

3. Poor data quality

Ensuring a secure environment

Define your settings

1. Understand how security settings work together

2. Leverage features to manage and monitor data access

Increasing Optimal Usability Adoption

System UI

1. Design an intuitive application

2. Leverage features to minimize user clicks

User Adoption

1. Train users on relevant information

2. Leverage features to drive adoption

Improving Trusted Data Quality

Trusted Data Quality

Clean Data

1. Implement techniques to keep data clean

2. Design the system to enforce clean data

Fresh Data

1. Understand best practices for migrating data

2. Leverage tools to ensure data stays relevant

Extending Beyond CRM (customizing your CRM for a total solution) is also one of the ways to address

business drivers.

B. Implementing the Service Cloud—Overview

Match solution designs to business challenges

Call Center Environments

What Does a Call Center do?

Sample Solution: Scoping Questions

Process Map: Case Generation

5 ways to create cases

Process Map: Case Resolution

1. Case is assigned to a User or Queue

2. Verify entitlements (Agents can refer the Account, Contact, Contract, Assets, and Entitlements)

i. Are they entitled to support?

ii. Is the person contacting us entitled to support?

iii. Level of support?

iv. Which products?

3. Identify a solution (search solutions, browser articles, suggested solutions, create new articles,

assign articles or solutions to the issue)

4. Communicate solution (phone, email template, customer portal)

5. If resolved, the case is closed.

6. If not resolved, rework the case (due to new information provided by customer, comments added to

the case)

7. Case is Escalated (when it took too long to solve the case, need for Tier 2 rep to solve the case)

8. Case is Reassigned (brought to the attention of support manager, assigned to a tier 2 rep or tier 2

queue)

9. Case is closed: the closure procedure might include logging resolution notes, creating a solution and

sending surveys.

Customer Service and Support Project Roles (for requirement

gathering)

1. CSRs/Agents

2. Customer Service Manager/Executive (Metrics, System ROI, meeting project objectives)

3. Account Managers (No surprise, 360-degree view)

4. Marketing (integrated experience. Provide website integration, communication templates)

5. IT (migration and security. Provide data migration and integration, etc.)

6. Knowledge Manager (accurate, up-to-date knowledgebase, easy usage monitoring, evaluate

effectiveness. Provide definition of solution process and enforcement of entitlement process)

Customer Service and Support Challenges

1. Poor Customer Satisfaction (How can I improve the customer experience?)

2. Low agent productivity (how can I improve our agent effectiveness?)

3. Inflexible Processes (How can I improve our responsiveness)

4. Lack of Operational Reporting (How can I improve our service delivery?)

Addressing Business Drives

1. High-Quality One and Done Service (Instant gratification is the benchmark)

2. Streamline Case Resolution (Unified and automated case management)

3. Increase Agent Effectiveness (Focus on the value of an interaction)

4. Self-Learning Knowledgebase (Any agent can deliver quality service)

C. High Quality One and Done

Objectives (Capturing, assigning and closing cases)

Goal

1. Customers submit issues from a variety of channels and solve their own issues

2. Cases are routed to the right resources the first time.

Live Agent console is not available for new organizations, since it is now part of Service Cloud Console.

#Chatter Answers

1. Cases

2. Q & A

3. Salesforce Knowledge

0

Other Sources of Cases

1. Most common: Web, Email, Phone

2. Others: Fax, in-person, proactive, random

Design Considerations: Case Source

1. Web

2. Email

3. Phone

Most expensive solution to capture cases: CTI (Voice)

Case Assignment

Rerouting increases cost and impacts customer satisfaction

Common types of assignment

1. By Attribute (Case, Account, Contact, Entitlement, Product, Current User object fields)

2. By Process (Skills-based, availability, round robin, FTS)

3. Manual

D. STREAMLINE CASE RESOLUTION

Case resolution after a case is assigned

Identify measurable steps first.

Call Center application has Case Management features

Case Status shouldn’t be tied to actual actions or processes, but to metrics

Keep your status in present tense, not past tense.

Design Considerations: Process Automation

1. Escalation Rules

2. Workflow

3. Approvals

E. INCREASE AGENT EFFECTIVENESS

Elements of Agent Effectiveness

1. Agent Productivity

2. Complete Customer Picture

3. Easy-to-Use Interface

4. System Acceptance

The Process to Increase Agent Effectiveness

1. Learn the System

2. Search/find information

3. Read information

4. Update information

Tools Used to increase Agent Effectiveness

1. Increase Productivity

2. Complete Picture

3. Easy-to-use Interface

4. System Acceptance

Design Considerations: Agent Console

List views (above)

Record detail section (above)

Mini pages/snapshot of information (above, right)—related data

F. SELF-LEARNING KNOWLEDGE BASE

What is Knowledgebase?

Design Considerations for Implementing Knowledgebase

1. Knowledge Creation

2. Approvals and Maintenance

3. Categorization

4. Visibility

Solutions and Articles are visible from Case page

Related articles

Suggested Solutions or Solutions attached to a Case

G. REPORTING: YOUR SERVICE NEVER SKIPS A BEAT

Common Business Reports in Service and Support Organization

1. Drive Agent Productivity

2. Improve Customer Service KPI

3. Monitor Customer Metrics

Service Report Consumers

1. Service Manager/Executive

2. Account Manager (Marketing Executive, Sales Rep)

3. Agent

What they want?

H. SERVICE CLOUD ENHANCEMENTS

C3. Service Cloud Solution Design 15%

Q1. Give a scenario, analyze customer requirements to determine an appropriate solution design considering capabilities, limitations and design trade-offs

Q2. Distinguish when it is appropriate to include custom application development

Q3. Distinguish the key components that contribute to performance optimization within a design

Q4. Describe the user experience requirements that can be solved by the Salesforce Console for Service

Administration Essentials for Service Cloud

1. High CSAT

2. Reduced Cost

3. Improved Agent Productivity

Drive Productivity with Service Cloud

1. Email: Email-to-case, email templates, Emails related list on cases

2. Call Scripting: manage your service and support processes. Implement every process ranging

from call scripting, to returns, to case resolution

3. Search: ensures customers find appropriate information from the Salesforce knowledgebase.

4. Partners: businesses can share cases and customer solutions across partner networks to deliver

efficient and high-quality service.

5. Contracts and Entitlements: provides instant visibility into customer entitlements and service

agreements to every agent. Ensure that each customer gets the best service possible.

6. Reports and Dashboards: Measuring corporate and department goals are a top priority in

support environments. Use the support reports provided in SF to easily create custom reports

and dashboards that will help you analyze performance in real-time and share and apply your

insights across teams

7. Social Customer Service

8. Live Agent:

9. Social Contact Center

10. Self-Service Communities

11. Collaborative Knowledge

12. Social Analytics

Service Cloud Discovery

1. Which objects and tabs do you use?

2. How are cases created, managed, and resolved?

Getting to Know the Service Cloud: Demo

Case: a description of customer’s feedback, problem, or question.

Case has parent case field.

How are Cases Created? (Phone, Email, Web)

How are cases managed?

1. Case is assigned to Product Support Queue

2. Queue member takes ownership

3. Identify and communicate resolution

4. If resolved, close the case

5. If not resolved, case is escalated, case is reassigned, and again identify and communicate

resolution

Resolving Cases

Agents want to narrow their solution search results

How are Cases resolved with Solutions?

Solution: a detailed description of a customer issue and the resolution of that issue.

Solution Status: Draft, Reviewed

Solution detail page:

1. has two check marks: Visible in Self-Service portal, Visible in Knowledge Base

2. Related lists: Cases, Solution History, Attachments

Solution Categories: Allow you and your users to group similar solutions together, making them easier

to find.

Manage Categories permission for managing solution categories (Admin)

Solution Manager: can define and modify solution category settings.

Enabling solutions

Solution SettingsEnable Solution Browsing

Enhancing Case Resolution with Solution Categories: Demo

Solutions search from Solutions or Cases tab

Select a solutionselect a category

Salesforce Knowledge

Allows Service Cloud users to easily create and manage content, known as articles, and quickly

find and view articles they need. It requires licensing.

Allows users to create, edit, publish, and archive articles, and attach them to open or closed

cases.

Allows users to track article version was attached to a case and communicated to the customer

Administrators to configure article types and data categories

Unlike solution, an article can be created and attached by users.

Articles have version numbers

Consider: Licensing, Implementation, and Training

Customizing Support Process

Important goals

CSAT

Agent Productivity

1. What is Support Process?

2. What is new Inquiry process?

Support Processes: detail the values for the Status field on cases. The Case Status field identifies the

high level point in the case lifecycle.

Product Support Process: NewWorkingEscalatedBug loggedBug fixedClosed

Inquiry Process: NewWorkingClosed

Record Types: allow you offer users different page layouts and picklist values for different business

scenarios, based on their profiles

(1) First create Support Process (status picklist)

(2) Second, create Record type

(i) Select the process.

(ii) Select profile

(iii) Select layout

Get to know your service cloud

Objects and tabs?

Processes? (Creating, managing, and resolving cases)

Automating Support

1. Web-to-case

2. Email-to-case

3. Auto-response rules and email templates

4. Case queues and assignment rules

5. Escalation rules

Email-to-Case

Based on sender’s email address, sf automatically assigns a contact to the case. If no contact is found, no

Contact is assigned

How do Auto-Response rules enhance Web-to-Case?

Customer Request (via web-to-case, email-to-case or portal)Case is created

Ss, cust portal

Case

Only Status field is required

Contact Name, Contact Email, Case Subject are captured in Email-to-Case????

After enabling email-to-case, add Emails to Case page layout

Auto response rule for email-to-case, web-to-case, self-service portal, customer portal

Configuring Web-to-Case: Demo

1. Create auto-response rule (Rule detail and rule entry)

2. Enable web-to-case (when enabling web-to-case, you select a check mark whether it is visible in

self-service portal or not

Case Queues: Location where case records can be routed to await processing by a support agent.

Time 1 Queue, Inquiry Queue

Type of support request

Product family

Customer

SLA

Case Assignment Rule

Case can be assigned to User, Queue or Pre-defined Case team

Case: Record Type=Product Support

Create two queues (1 for Support and 2nd for Inquiry). Add the users to each queue.

Assignment Rule should be activated (has Rule detail and Rule entry)

Create assignment rule

In the Rule entry section, New

Case: Record Type equals Inquiry

Queue: Inquiry queue

Repeat the same for Support

if a queue is created for Case, the list view automatically creates an entry for the queue to view

records in that queue.

Case Escalation Rule

1. Case: Record Type=Product Support

2. Escalation Action: When Age over = 4 hours, auto-assign case to Queue = Product Support Tier 2

3. For escalation rule, you need to pick business hours.

4. Escalation Rule has Rule Entry and Escalation Action sections.

Escalation Rule Entry

Escalation Action

Workflow from Case Comments

A workflow rule sets workflow actions into motion when certain conditions are met. Actions can

take place immediately or on a specific date according to trigger.

Evaluation Criteria + Trigger Criteria Actions

Criteria (Evaluation Criteria and Rule Criteria) + Workflow Action

“New” + new commentsField Update(s)

Set UpCreateWorkflow & ApprovalsWorkflow Rules

Understanding the SoftPhone and the Service Cloud Console

Basis of Call Routing

1. Call Identification

2. Account information

3. Contact Information

Capabilities of the SoftPhone

What is the Service Cloud Console?

Benefits

1. Fewer clicks

2. Less scrolling

3. Multiple related records on one screen

4. Maintain context

5. Limit switching between pages.

Components of Service Cloud Console

1. Service Cloud Console from Apps dropdown (right top)

2. Navigation tab (Primary and sub tabs)

3. Highlights Panel

4. Interaction Log

5. Comments on cases in Interaction log

6. Softphone ( at bottom)

How to create a Service Cloud Console

1. Create a SCC application

2. Customize the highlights panel for objects

3. Create an Interaction Log layout

4. Assign users to the Service Cloud User feature license

Setting up the Service Cloud Console: Demo

1. Create Service Cloud Console App (Set UpCreateAppNewService Cloud Console App

i. Select a logo

ii. Select available tabs to selected tabs (select primary or subtab). If sub tab, select the

primary tab.

iii. Select Visible check mark for selected profiles

2. Customize Accounts highlight panel. Set UpCustomizeAccountsPage Layouts

3. Create Interaction Log. Set UpCustomizeCreateInteraction Log Layout

4. Enable Service Cloud user checkmark to user(s) to enable Service Cloud Console for the user.

5. Make the new Service Cloud app as default at profile level. Select the profile(s) and select

Service Cloud app as default.

6. Now, create a case from Contact detail page. And see the changes in the screen.

Collaborating in Service Cloud Case Team

Case Feed

Collaborating on Cases with Case Teams

Case Teams allow users to grant additional access to their cases and related records. Members

can be Users, Contacts or predefined case teams.

Set UpCustomizeCasesCase Teams

Create Case Team Member Roles first

Predefined member (User/Contact/Partner User/Customer Portal User)

On Case detail page, Case Team related section allows you to add individual member

and member role, or add predefined team.

Collaborating on Cases with Case Feed Case Feed enhances case management by introducing new ways to

1. Create cases

2. Review cases

3. Update cases

Enable Chatter

Enable Case Feed in Support Settings

Add “Use Case Feed” to a new or existing permission set

Assign the permission set to users.

x -

Case feed on top.

Chatter feed (middle). Anyone who has access to Case can add comments to the case.

Case feed can be integrated with Sales Cloud Console and Salesforce Knowledge

Analyzing Report Data 1. How much is each call costing?

2. How are we performing for escalated and high-priority cases?

3. How productive are my support agents?

4. Are customers satisfied with our support?

Reports and Dashboards

Total Open Cases by Type (Product, Shipping, Warranty, Other)

Total Open Cases by Status

Use AppExchange for Support reports

C4. Knowledge Management 12%

Q1. Explain the knowledge article lifecycle including creation, publishing,

consumption and feedback

Q2. Given business process requirements, determine the appropriate approach to manage Knowledge adoption and maintenance

Q3. Compare and Contrast Content, Solutions, and Knowledge

Q4. Given a set of requirements, determine how to configure data categories, article types, and publishing workflow

Q5. Distinguish the key factors to consider when designing Knowledge data migration strategy

Implementing Salesforce Knowledge

Why Salesforce Knowledge?

Challenge?

Agents can’t find answers because static, cluttered knowledge doesn’t work due to too many Products,

Promotions, Languages, Regions, Warranties, and etc.

Why Salesforce Knowledge?

Adoption, Usability, and Maintenance

1. First Call Resolution (Phone, Chat, Email, Portal)

2. Maximum Productivity (Cases, Data Categories, Article Types, Search)

3. Increased Revenue (Offers, FAQs, Pricing, Troubleshooting guides)

Knowledge is a critical part of offering a better customer experience.

Solutions low-cost, but can’t evolve

Why Knowledge?

Value: Knowledge Centered Support (KCS)

1. Learning

2. Improving

3. Collaboration

PLAN

Roles, Resources and Risks

Discovery Interviews

1. Interview key stakeholders (KM, KP, Tier 1 rep)

2. Understand “as-is” processes

3. Observe interactions with the current knowledge base

II. ANALYZE

Requirements workshops

Requirements Documents

Discovery Interviews for Article Types, Data Categories, Reports, Cases (Suggest/Align/Validate)

Using Articles with Knowledge: Overview

Article ManagementNew (article) from My Draft Articles (Select an existing Article Type, and enter

title)

Article Type Workshop

(Support, Marketing, Knowledge, IT, and consulting teams)

Leveraging Article Types

Knowledge Publisher End User

(Selects an Article Type when creating new Articles) Filters article searches by Article Type

Discussing Article Types

Day 2

Success: Scalability

Day 3

Success boost: Article Type workflow rules.

Day 4

From AppExchange for Knowledge reports and dashboards.

3 dashboards: Agents, Managers, Publishers

III. DESIGN

Design Considerations

1. Accessing Knowledge

2. Deploying in external channels –appropriate level of article access for partners and customers.

Ensure search engines have easy access to your content.

3. Finding the right articles

Pre-filter the search criteria on case values.

4. Keeping Knowledge relevant

Success boost: use approval processes for article types

Success boost:

1. Leverage AppExchange, developerforce, and salesforce.com community

2. Users can also use Chatter to provide feedback on the contents that need to be updated or

removed.

3. In Chatter settings, Feed Tracking can be enabled for article types.

IV. BUILD AND VALIDATE

Configuring Salesforce Knowledge

IMPORTANT Before enabling Salesforce Knowledge, consider the following:

The Articles tab will be available to all standard profiles.

Enabling Salesforce Knowledge is not reversible. However, you can hide tabs by unchecking the View Articles and Edit Articles profile permissions, and you can hide the administration settings by unchecking the Manage Salesforce Knowledge profile permission

1. Enable Knowledge for Knowledge Users (Knowledge User check mark on User detail page)

2. Create Article Types (Product Briefing, Troubleshooting Guide, FAQ)

3. Enable Salesforce Knowledge (Set UpSalesforce KnowledgeSettings)

4. Create custom profiles for Knowledge Uses

5. Configure Salesforce Knowledge

6. Add Knowledge-related tabs to applications (Articles, Article Management). Service Cloud

Console and Marketing Apps

7. Add Knowledge-related data to Case page layouts

Add Knowledge Sidebar on Service Cloud Console

8. Create data categories. (Product, Reason, and Region)

9. Set Data Category visibilities

Configuring Salesforce Knowledge: Demo

Article Type is an object that has standard and custom fields

Once enabled, the SF Knowledge can’t be disabled.

Remove Solutions related list from Case page layout

Change ‘Submit Solutions’ to ‘Submit Articles’—layout properties

Data Category visibility should be set under Role of the Role Category

Knowledge Publisher can only “Publish” and Archive Articles

Controlling Article Sections

Manage Articles permission is needed for all Article Actions.

Managing Knowledge Synonyms

CustomizeSearchKnowledge Synonyms (applies only for Salesforce Knowledge searches)

Alpha Review

Managing and Using Articles: Demo

1. Draft/Publish/Archive

2. On Case edit page, ‘Suggested Articles’ Service Cloud window populates suggested articles

based on case’s subject line.

3. Case page has ‘Articles’ related list.

Feedback: Support rep (Article Types should have Attachment and Related Links fields)

Developing Training Materials

1. Knowledge Publishers and Reviewers (Manage Articles)

2. Support Reps (Searching Articles, Attaching Articles, Rating Articles, Creating Articles)

Validate

Migrating Sample data (by Data Architect)

Deleted articles are not cleared from cache for 12 hours

Performing End-to-End testing

Test script1, 2, 3

Feedback

o Article Types

o Data Categories

o Access

o Publishing Process

V. DEPLOY

Final data migration

Data Architect, and Salesforce Admin

Pitfall: Data quality

Article formattingstructured data

Article housecleaning20% core data

Manual migration Article review

Use import wizard. How to import?

Production Goes Live

Measurements

KM dashboard

Maintenance (Measurements cont’d)

MeasurementsQuality

FeedbackTransparency

AccountabilityValue

Usage that matters, not the volume (who is using rather than who is creating)

Consulting team and WAG teams

CSAT survey

Lessons learned

Handoff to support

Engagement reviews

Celebration

Case study

Administering Salesforce Knowledge

Knowledge

Provides targeted Search results (data categories let agents filter their search changing results)

Serves every channel (the same article can be used internally, on the customer portal or made

available to public knowledgebase.

Empowers agents to leverage the experience of peers and customers.

Steer clear of irrelevant informations

Quickly identify the most useful and popular articles

Article Types

1. Create Article Types

2. Add Custom Fields

3. Customize the Page Layout

Creating Article Types

Data Categories

Data Category is tied with Role Category

Creating Category Groups

The Admin has to define synonyms first.

Stemming is already available, no need to enable it.

Managing a Custom Knowledge Manager Profile and Application

1. Enable Knowledge User for users.

Create a new profile (UT Knowledge Manager) and assign permissions

Next, create an application for Knowledge management

Assign UT Knowledge Manager Profile to the User in the User detail page.

Publishing Articles with Knowledge

Publishing Articles with Knowledge: Demo

1. Assign to a (UI) person to add logos with a Note and Due Date

2. Edit Article, assign data categories for the article

3. Assign appropriate channels for delivery

Assign to a Team Lead for review and approval, and publication

Article Type provides a template.

Admin sets up the Article Type section type for each channel (Tab, TOC, or VF page)

Search: key word, category, or combination of three

Your to-do list

Every Article your team is working on.

Channels

1. Customer portal

2. Agents

3. Public Knowledgebase

Usage Analytics and Knowledge: Demo

Archive an Article