Service and Support Applications 11%

Section Objectives

• Describe the capabilities of case management. (for example: case, case assignment rules, and queues.)

• Given a scenario, identify how to automate case management. (for example: support process, case auto-response rules, and case escalation.)

Objective One

Describe the capabilities of case management. (for example: case, case assignment rules, and queues.)

I created a diagram to visually represent the features available for use, and their relationships, in case management.

With the help of Chat GPT, here is a description of the topics mentioned in the diagram:

Capabilities of Case Management in Salesforce:

Case management in Salesforce refers to the process of effectively handling customer inquiries, issues, and requests. Salesforce provides a robust set of tools and features to manage cases efficiently. Here are the key capabilities:

1. Support Processes: Support processes are workflows that guide the resolution of customer issues. They include tracking case information, defining case milestones, and fostering collaboration through comments and case teams.

2. Case Creation: Salesforce offers various methods to create cases, such as manual creation, email-to-case (converting emails into cases), and web-to-case (creating cases directly from your website).

3. Automation: Salesforce allows you to automate various aspects of case management, making the process more efficient. This includes:

   • Auto-Response Rules: Automatically send predefined responses to customers when a case is created based on criteria like case origin or priority.

   • Case Assignment Rules: Automatically assign cases to the right support agents based on predefined criteria.

   • Omni-Channel: Route cases to available agents in real-time, ensuring a quicker resolution.

   • Escalation Rules: Set up rules to escalate cases if they are not resolved within specified timeframes.

   • Transfer Ownership: Easily transfer case ownership between users, which can be handy for reassigning cases when necessary.

   • Macros: Automate repetitive tasks by creating and running macros to update case fields, send emails, or perform other actions.

4. Surveys: Collect feedback from customers using surveys to improve service quality and gather insights.

5. Case Record: Each case is represented as a case record in Salesforce. You can merge duplicate cases and configure settings to suit your business needs.

6. User Interface: The Salesforce Service Console provides a user-friendly interface for agents to manage cases efficiently. Related lists, case feed, case comments, and case emails help agents stay organized.

7. List Views and Queues: Create customized lists of cases for easier navigation and assignment. Queues are used to manage and distribute cases to appropriate agents or teams.

While working through the Trailhead material, I found myself wondering, what is the difference between Service Setup Home and Service Setup Assistant? By playing around in a dev org, here is what I found:

You access Service Setup Home by going to Setup Gear Icon > select Service Setup

You access Service Setup Assistant by typing “service setup assistant” in the Quick Find box

Once you get to Service Setup, you have the option to use the Service Setup Assistant

Objective Two

Given a scenario, identify how to automate case management. (for example: support process, case auto-response rules, and case escalation.)

After all of the work we put into the last section to understand sales processes, we are well-equipped to understand support processes.

When trying to automate cases by creating a case with queues, assignment rules, escalation rules, and automatic responses, I noticed the following pattern. Once you are in Service Setup, simply get started with the process from the Quick Find box:

Queues

• From Service Setup, enter Queues in the Quick Find box, then select Queues > Click New > Type a Label and Name for the queue > Add Case to Selected Objects

Case Assignment Rules

• From Service Setup, enter Case Assignment Rules in the Quick Find box, then select Case Assignment Rules > Click New > Type a name > click Active > click Save > Select the rule you just created, and next to Rule Entries, click New.

Case Escalation Rules

• From Service Setup, enter Escalation Rules in the Quick Find box, then select Escalation Rules > Click New > Type a name > then click Activate and Save > Select the rule you just created, and click New to add a rule entry

Automatic Responses to Customers with Rules

• From Service Setup, enter Case Auto-Response Rules in the Quick Find box, then select Case Auto-Response Rules > Click New > Type Welcome to Support, then click Active and Save. Activating a rule deactivates any existing active rules > Select the rule you just created, and click New to add a rule entry.

I asked Chat GPT to describe how to automate case management in Salesforce in a manner that is simple enough for someone completely new to Salesforce to understand. Here is the response I received:

How to Automate Case Management in Salesforce:

To automate case management in Salesforce, follow these simple steps:

1. Auto-Response Rules:

   • In Salesforce, navigate to "Setup."

   • Under "Feature Settings," select "Service."

   • Choose "Case Auto-Response Rules."

   • Create a rule that triggers automatic responses when cases are created based on criteria like case origin or priority.

2. Case Assignment Rules:

   • In "Setup," go to "Cases."

   • Under "Case Assignment Rules," create a new rule.

   • Define criteria for case assignment, such as case type, product, or region.

   • Specify the user or queue to assign cases that meet the criteria.

3. Omni-Channel:

   • In "Setup," go to "Omni-Channel."

   • Configure your routing strategy, like skills-based routing or availability-based routing.

   • Assign cases to available agents in real-time.

4. Escalation Rules:

   • In "Setup," select "Cases."

   • Under "Case Escalation Rules," create a rule.

   • Set escalation criteria, like the time a case remains unresolved.

   • Specify actions, such as notifying a supervisor or reassigning the case.

5. Transfer Ownership:

   • On the case record, click "Change Owner."

   • Select the new owner from the list of users.

6. Macros:

   • In Salesforce, go to "Macros."

   • Create macros to automate repetitive tasks by recording a series of actions.

   • Use macros to update case fields, send predefined responses, or perform other actions.

7. Surveys:

   • In Salesforce, navigate to "Surveys."

   • Create and deploy surveys to collect feedback from customers.

   • Use survey responses to improve your support processes and gather valuable insights.

By implementing these automation tools and utilizing support channels such as Call Center, Live Agent, Communities, Macros, and Surveys, you can streamline case management in Salesforce, improve response times, and provide excellent support to your customers, even if you're new to the platform. Salesforce's user-friendly interface and automation capabilities make it accessible for beginners while delivering powerful case management solutions.

Now, let’s Look at a few scenarios. Below are ten different scenarios in a Google Form quiz. The quiz can be submitted unlimited times as a way to test yourself or review.

We are getting closer to the end! Onward to Section 5!