Term
| What are some ways in which Organizations utilize Call Centers |
|
Definition
Product and Service Support
Field Service
HR Related Issues
Personel Help Line
Order Status Tracking
IT Help Desk
Web Self Servic
Outbound Call Centers
Implementing Service Cloud - Implementing the Service Cloud Overview |
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Term
| What does a call Center Do? |
|
Definition
Resolve Customer Complaints
Resarch billing disputes
Record Performance feedback
Capture product defects
Faciliate installation request
request for features
Receive Orders
Manage Returns
Upsell/Renew
Implementing Service Cloud - Implementing the Service Cloud Overview |
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Term
| What are some scoping questions for understanding and organizations Service and Support Needs |
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Definition
Where do you operate support centers
Who are the customers
Do you know your customers
What is the org structure
How do you provide support
What support channels are used?
How do you measure success
What is the case volume
Do you charge for support
What systems are currently in place
How do customers educate themselves on support offerings
What are the key pain points
Implementing Service Cloud - Implementing the Service Cloud Overview |
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Term
| What are tools for capturing a case |
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Definition
Log case online (Customer Portal, Web to Case, Online Chat)
Deflect a case (implement suggested solutions to attempt to resolve cases prior to submission)
Call Support
Call Sales
Manually Log Case
Twitter Case
Implementing Service Cloud - Implementing the Service Cloud Overview |
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Term
| What are the steps in the Case Resolution Process |
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Definition
Route Case
Case Assigned
Verify Entitlements
Indentify Solution
Communicate Solution
Resolved
Rework
Escalate
Reassing
Closed
Implementing Service Cloud - Implementing the Service Cloud Overview |
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Term
| Name four common business challenges related to Support processes |
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Definition
Poor customer satisfaction
Low Agent Productivity
Inflexible Processes
Lack of Operational Reporting
Implementing Service Cloud - Implementing the Service Cloud Overview |
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Term
| How do you a design a solution to address Poor Customer Satisfaction |
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Definition
Solve issue the first time - One and Done
- Improve process for capturing cases
- Improve process for assigning cases
Implementing Service Cloud - Implementing the Service Cloud Overview |
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Term
| How do you solve Low Agent Productivity in a call center environment |
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Definition
Increase agent efficiency
Streamline case resolution Process
- Unified case management process
- Process Automation
Implementing Service Cloud - Implementing the Service Cloud Overview |
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Term
| How do you address the challenge of Inflexible Processes within a Service Center |
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Definition
Define clear, cohesive resolution process
Automate Manual agent actions
Implementing Service Cloud - Implementing the Service Cloud Overview |
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Term
| How to solve the business challenge of lack of operational reporting |
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Definition
leverage reports available in SFDC
Implementing Service Cloud - Implementing the Service Cloud Overview |
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Term
| Name four business drivers for improving Service Centers |
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Definition
High Quality One and Done
Streamline Case Resolution
Increase Agent Effectivness
Self Learning Knowledgebase
Implementing Service Cloud - Implementing the Service Cloud Overview |
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Term
| What are the main steps in the service and support process |
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Definition
Someone raises a question or issue
A case is crated (Web, email, phone)
A case is assinged
Agent verifies customer entitlements
Agent identifies solutions
Agent communications solution
Case resolved then closed
Implementing Service Cloud - Implementing the Service Cloud Overview |
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Term
What need is most relevant to a call center agent?
A-Integrated experience for customer
B-360 degree view of customer
C-Meeting Project Objectives
D-Seamless migration from prior system
E- A system that is easy to use |
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Definition
E
Implementing Service Cloud - Implementing the Service Cloud Overview |
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Term
| Who would you include in a kickoff to discuss the topic of Cases Sources |
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Definition
Managers
Executives
CSR/Agents
Marketing
IT
Implementing Service Cloud - Implementing the Service Cloud Overview |
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Term
| Who would you include in a kickoff meeting to discuss the topic of Case Assignment |
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Definition
Managers
Executives
CSRs/Agents
Implementing Service Cloud - Implementing the Service Cloud Overview |
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Term
| who would you include in a kickoff meeting to discuss the topic of Case Management/Process tools |
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Definition
Managers
Executives
CSR/Agents
Implementing Service Cloud - Implementing the Service Cloud Overview |
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Term
| Who would you include in a kickoff to discuss the topic of Knowledgebase Management? |
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Definition
Knowledge Manager
Manager
Executives
CSR/AGents
Marketing
Implementing Service Cloud - Implementing the Service Cloud Overview |
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Term
| Who would you include in a kickoff to address Reporting and Metris |
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Definition
Senior Leadership
Managers
Executives
CSRs/Agents
Marketing
Implementing Service Cloud - Implementing the Service Cloud Overview |
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Term
| Name Call Center Application features that help capture cases |
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Definition
Web: Web to Case; Self Service Portal; Force.com pages; Customer Portal; Chat; Social Media
Email: Email, Connect to Outlook, Connect to Lotus Notes
Phone: Manual; CTI
Other: Fax, In-Person, Pro Active
Implementing Service Cloud - One and Done |
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Term
| Pros and Cons of Using Web to Case to capture leads |
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Definition
Pros
- Easy to Build
- Easy to Submit
- Integrates into existing web pages
Cons
- Unauthenticated
- Requires web publishing
- one time interaction
- Case capture limits
Implementing Service Cloud - One and Done |
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Term
| Pros and Cons of using Self service portal to capture cases |
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Definition
Pros
- Free
- Decrease interaction = greater cost reduction
- Conext on the contact
- improved routing
Cons
- Limited customizations
- only can be used for case and solutions
Implementing Service Cloud - One and Done |
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Term
| Pros and Cons of capturing cases via Customer portal |
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Definition
Pros
- Self Service Portal
- Higher probability of self service case closure
- muliple branded sites
- Make customer advocates
Cons
-Additiona Costs
Implementing Service Cloud - One and Done |
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Term
| Pros and Cons of using Chat to capture cases |
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Definition
Pros
- Agents can multi task
- low cost of entry
- different agent pools can be created
Cons
- Non native app exchange solutions
Implementing Service Cloud - One and Done |
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Term
| Pros and cons of using Social Media to capture cases |
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Definition
Pros
- Posts to cases
- share knowledge to a community
Cons
-limited case details
Implementing Service Cloud - One and Done |
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Term
| Pros and Cons of using email to capture cases |
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Definition
Pros
- no clicks
- Auto population from email
- maintain thread from email
- automatically includes attachments
Cons
- requires technical setup
- parsing from email difficult
Implementing Service Cloud - One and Done |
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Term
| What are pros and cons of capturing cases via Phone |
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Definition
Pros
- Screen pops with contact
- click to dial
- call control & Automatic call logging
- IVR Integration
Cons
- Technical Setup
- Comprehensive call reporting
- Calls do not automatically create cases
- Expensive
Implementing Service Cloud - One and Done |
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Term
| What are the pros and cons of using Desktop Connectivity to create cases |
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Definition
Pros
- Auto population of cases from email
- Click to add activities
Cons
- User click required
- limited customization
Implementing Service Cloud - One and Done |
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Term
| What are some considerations when designing case capture from the web? |
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Definition
- Understand the level of integration, branding and messaging that already exist
- Make it easy to interact
-Balance desire to gather information with creating a barrier to submitting a case
- User should not have to diagnose problem in order to submit case
- Frustration on web will result in phone calls
- Limit number of features - do want to overcomplicate application
Implementing Service Cloud - One and Done |
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Term
| What are some design considerations for capturing cases from Email |
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Definition
- Make customer can support technical solution
- Customizations required to parse emails could be complicated
- daily limits
- attachments may result in need for more file storage
- Case comment emails are not customizable ad not have thread Id
- When using SalesForce for Outlook or Connect for Lotus Notes the case inherits record type from user and assingment rules are not triggeres
Implementing Service Cloud - One and Done |
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Term
| What are some considerations when designing case creation from Phone |
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Definition
- Metrics like average hold time are not stored in SFDC but in PBX
- Everything that happens before call gets to agent is stored in PBX
- Routing to agents can be complex
-Telephony integration is a technical set up
Implementing Service Cloud - One and Done
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Term
| What are assignment rules? |
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Definition
Rules built to automatically route cases to the appropriate agent
Assignment rules can be based on
- attributes of a case
- related records such as entitlements
- based on agent skill set
- based on round robin assinging
- based on follow the sun assignment
Implementing Service Cloud - One and Done |
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Term
| What are pros and cons of manual assignment for cases |
|
Definition
Pros
- case by case control
Cons
- labor intensive
Implementing Service Cloud - One and Done |
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Term
| what are the pros and cons of attribute Assignment |
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Definition
Pros
- Leverage attributes on Account, Contact, Case and Entitlements
Cons
- admin controlled maintenance
- Can become complicated
Implementing Service Cloud - One and Done |
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Term
| What are the pros and Cons of process assignment |
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Definition
Pros
- Account for capabilities of workforce/workload
Cons
- Requires extensive customization
Implementing Service Cloud - One and Done |
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Term
| What are the pros and cons of round robin assignment |
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Definition
Pros
- Good for small organizations
- No Cherry picking cases
- Available solution
Cons
- Does not scale
Implementing Service Cloud - One and Done |
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Term
| What are the pros and cons of Skills based Case Assignment |
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Definition
Pros
- Assigment based on skill set
- Useful for Product Support
Cons
- Not true skills based routing in SFDC
Implementing Service Cloud - One and Done |
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Term
| What are the Pros and Cons of Follow the Sun Case assignment |
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Definition
Pros
- routing changes based on operating hours
- useful for global 24/7 support teams
- increased resolution time
Cons
- requires customization
Implementing Service Cloud - One and Done |
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Term
| What are the Pros and Cons of Availability based assignment for Case |
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Definition
Pros
- Cases directly assigned to available agent
- Useful when there are spikes or peaks in case load
- useful for organizations that service clients, first come first served
Cons
- requires significant customization
Implementing Service Cloud - One and Done |
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Term
| What are 4 types of case assignment business rules |
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Definition
Automatic Routing: Assignment rules and workflow
Automatic notification to customer: Auto response rules
Assignment by a team lead or manager: change owner based on availability; skill or general round robin assignment
Auto Reassignment based on criteria and Time: Escalation rules and business hours
Implementing Service Cloud - One and Done
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Term
| Design Considerations for Case Assignment |
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Definition
Cases originating from web: use auto response to provide confirmation and reference number; use keyworkds to customize solution before agent involved
Route all Cases to assignment process: Create catch all rule ; route all exceptions
Review Limitations of solution implementing
Assignment rules can be loaded via API
Not recommended to assign based on Zip code
Implementing Service Cloud - One and Done
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Term
| What are sample metrics for reporting on Cases Captured |
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Definition
Volume by source
Month/Quarter/Year
Account/Client
Cases created by Type
Cases Created by Reason
Cases Created by Priority
Implementing Service Cloud - One and Done
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Term
| What are expamples of Metrics reported on for assignment rule execution |
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Definition
Open cases by Agent
Open Cases by Queue
# first contat resolutions
Average response time
Implementing Service Cloud - One and Done |
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Term
True or False:
Case resolution process should be mapped 1 to 1 to Case status values |
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Definition
FALSE
Case Resolution values do not typically map 1:1 to a case status values but they do complement each other
- many steps overlap or happen quickly to track each step as a status change
- weigh value of creating case status values vs training agents to log activities
- determine what steps are measurable in support process vs action or tasks
Implementing Service Cloud - Streamline Case Resolution |
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Term
| What Service cloud features support a unified case management process |
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Definition
Case Support Process
Case Close Page Layouts
Entitlements
Implementing Service Cloud - Streamline Case Resolution |
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Term
| What service cloud features support process automation related to Cases |
|
Definition
Escalation Rules
Workflow
Approvals
Validation rules
Reports and Dashboards
Implementing Service Cloud - Streamline Case Resolution |
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Term
| Basics about case status values |
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Definition
- Values should relate to key metrics
- Not necessary to represent actions tht have been performed or are in process
- should capture key milestones in the case lifecycle
- Capture milestones that trigger an action ("Under Review")
- Provide clear definition of case status
- Reflect present status
Implementing Service Cloud - Streamline Case Resolution |
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Term
| What are some benefits of having to close a case through a seperate page layout |
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Definition
- Forces user to gather additional information at time of closure such as reason for closing, responsible party
- Allows agent to create a solution when closing to develop a self learning knoweldgebase
Implementing Service Cloud - Streamline Case Resolution |
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Term
| What are some opportunities to automate case resolution process |
|
Definition
- manage response time via escalation and reassignment
- provide automation for approvals
- enforce steps in a process
- validation rules to ensure data is captured and accurate
- Workflow to complete repetitive tasks
- predefined case teams
-Reports and dashboards - one click access to information
Implementing Service Cloud - Streamline Case Resolution |
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Term
| Pros and Cons of Escalation rules |
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Definition
Pros
- Can be linked to business hors
- Trigger in order
- Higher limits on number of rules that can be created
Cons
- Cannot modify the contact (email field)
- Must specify user and not role in notifications
- No field updates except for owner
Implementing Service Cloud - Streamline Case Resolution |
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Term
| Pros and Cons of Workflow Rules |
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Definition
Pros
- More action available than escaltion Rules
Cons
- only triggere on save
- cannot be linked to business hours
- Do not trigger in order
- no reporting
Implementing Service Cloud - Streamline Case Resolution |
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Term
| What are escalation Rules |
|
Definition
- Internal tool for ensuring agents and manager know a case needs attention
- Does not update Last Modified date unless record owner changes
- Can only trigger sending email or changing an owner
- time based tool
- Tied to business hours
- Proactive notification
- Reassign to queues
- Tie escalation metrics into Org reports and dashboards
Implementing Service Cloud - Streamline Case Resolution |
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Term
|
Definition
- Must be triggered by some action
- Cannot report on cases that have triggered Workflow
- Can capture milestone metrics when action performed - can capture date and time when workflow does an action through customization
- happens real time
Implementing Service Cloud - Streamline Case Resolution |
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Term
|
Definition
Routing and tracking cases through multiple departments
Once activated cannot be edited
Determine if users can edit records awaiting approval
Approvals can be required by one person or a group
Need to deine what happens to case when record is approved
Need to define what happend to case when record is rejected
Implementing Service Cloud - Streamline Case Resolution |
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Term
| List some reports that can be used to manage Case Resolution |
|
Definition
# first contact resolutions
Average time to close - Trend
Average Status duration
Aging high Priority Cases
Implementing Service Cloud - Streamline Case Resolution |
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Term
| List some reportst that can be used to track escalations related to cases |
|
Definition
Escalated cases by Agents
Accounts with Escalations
Aging Cases
Implementing Service Cloud - Streamline Case Resolution |
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Term
Which statement regarding escalation rules and workflow riles is accurate:
A- Workflow rules trigger actions in specific order; escalation rules do not
B- Escalation rules can be based on business hours; workflow rules do not use escalation
C- You can create more workflow rules than escalation rules
D - You can create either workflow rules or escalation rules but not both |
|
Definition
B
Implementing Service Cloud - Streamline Case Resolution |
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Term
What helps streamline case resolution
A- Capturing cases quickly and acccurately
B- Establishing a unified case resolution process
C- Automating the case resolution process
D- Using public knowledgebase systematically |
|
Definition
B,C
Implementing Service Cloud - Streamline Case Resolution |
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Term
| What are several ways to increase agent Effectiveness |
|
Definition
Increase Productivity
Provide Complete picture
Provide Easy to Use interface
Ensure system Acceptance through buyin and training
Implementing Service Cloud - Agent Effectiness |
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Term
| What Service Cloud Features are available to increase agent productivity |
|
Definition
Console
Interaction Tracking
Case History
Adoption Training |
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Term
| How can you increase productivity |
|
Definition
- Define Support Process
- Implement automation
- implement required fields
- Implement dependent picklists
- Implement Entitlement
- Implement Workflow
- Implement Approval
- Implement validation rules
Implementing Service Cloud - Increase Agent Effectiveness
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Term
| What tools can you provide to ensure that Agents have the Complete Picture when addressing cases |
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Definition
Implement Consoles
Implement Related lists
Implement activities, comments and emails
Expose Case history
Expose related lists
Implementing Service Cloud - Increase Agent Effectiveness |
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Term
| What are some implementation steps that can be taken to ensure Interface is easy to use |
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Definition
Page Layouts
Weblinks
Views
Help Text
Email templates
Search and FIlters
Mashups
Tags
Custom Buttons
Force.com pages
Implementing Service Cloud - Increase Agent Effectiveness |
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Term
| what are some implementation steps that can be taken to ensure system acceptance |
|
Definition
CLearly defined processes
UAT Testing
Training
Tip guides and training materials
Adoption reports and Dashboards |
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Term
| What are some Pros and Cons of using Activities as a means for interaction tracking |
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Definition
Pros
- Best source to track email interations
- Visible in SSP and portal
- includes email from email to case
- Can apply communication templates
Cons
- Does not include case comments
- Customer cannot add activity from SSP or Portal
- Does not track interactions that same as email to case
Implementing Service Cloud - Increase Agent Effectiveness |
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Term
| What are some Pros and Cons of using Case Comments to track Interactions related to cases |
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Definition
Pros
- Best for INternal comments
- visibile in SSP and Portal
Cons
- Does not include email or activities
Implementing Service Cloud - Increase Agent Effectiveness |
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Term
| What are some pros and cons for tracking case interactions via emails |
|
Definition
Pros
- Automatically logged to activity history
- can apply communication template
- easy email response controls
Cons
- only includes emails
- no HTML email tracking from case
Implementing Service Cloud - Increase Agent Effectiveness |
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|
Term
|
Definition
- Combines all necessary objets needed by an agent into one page
- Agents can access same set of lists views they are familiar with
- Typical case views include: My New Cases; My Case queues; my open cases
- Simplified case layouts in record detial section
- use mini page layouts to provide snapshot of related data
Implementing Service Cloud - Increase Agent Effectiveness |
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Term
| What are 4 approaches for tracking Case History |
|
Definition
Milestones
Case Age Reports
Activity Reporting
Case Audit History |
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|
Term
Which interface design will allow agents access to track Fedex shipment status?
a- A web integration link that will take the user directly from a record in SFDC where the tracking ID is stroed to the Fedex website
b-A new custom field with the type of URL added to the case page layout
c- A force.com page that displays content from Web Services from Fedex
d- A custom link added to the sidebar
e- No need for special design; users can view shipment status in case history |
|
Definition
A, C
Implementing Service Cloud - Increase Agent Effectiveness |
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Term
| What are some ways to measure user adoption? |
|
Definition
- Align usage with agent incentives
- Reward and promote top performers
- Metrics should go beyond case volume and should include:
- Case volume
- Customer Sat
- Solutions created
- resolution time
- identify training opportunities
Implementing Service Cloud - Increase Agent Effectiveness
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Term
| What is the general process to increase agent effectiveness |
|
Definition
1- Learn the System
2- Search and Find information
3- Review Information
4- Update Information
Implementing Service Cloud - Increase Agent Effectiveness |
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Term
How are compoents that make up "Complete picture" for an agent delivered
A- Agent Console
B- Tracking Interactions
C- Case History
D- Force.com Page
E- Support Process
F- Approval Process |
|
Definition
A,B, C
Implementing Service Cloud - Increase Agent Effectiveness |
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Term
What are benefits of using knowledgebase?
A- Agents use repeatable solutions, which help drive down costs
B- Agents use repeatable solutions, which increase customer Satisfaction
C- Customers can navigate solutions, which may eliminate the need to generate a case
D- Agents can resolve complex case |
|
Definition
A, B, C, D
Implementing Service Cloud - Self Learning Knowledge Base |
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Term
| What are some types of knowledgebases? |
|
Definition
- FAQs
- Common Customer Service response
- Repeatable solutions
- Internal Tips and Tricks
- Download such as whitepaper
- Process and PRocedures
- Training
Implementing Service Cloud - Self Learning Knowledge Base |
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Term
| What are service cloud features that are part of Service Knowledge Management process |
|
Definition
Solution and articles
Solution categories
Public knowledgebase
Publishing & Approval
Ideas and Answers
Implementing Service Cloud - Self Learning Knowledge Base |
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|
Term
|
Definition
What are they?
- Detailed case issue and resolution
- Made available either internally or to portal solutions
Features
- Helpful solutions
- Suggested solutions
- import solutions
- categorize and search
Implementing Service Cloud - Self Learning Knowledge Base |
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Term
|
Definition
What is it?
- Users create and collaborate on content
- made available either internally or through portals
Features
- Article Ratings
- Categorize and search
- Can be archived
Implementing Service Cloud - Self Learning Knowledge Base |
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Term
| What are Solution Categories used for? |
|
Definition
- Narrow Search results
- Improve browsing
- How to categorize
- Keep it simple
- Logical
- use terminology that users will be familiar with |
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|
Term
| Where can a user see Solutions |
|
Definition
Solutions and articles are visible through
- solutions tab
- article tabs
- Related case details
- Public knowledgebase
- Self Service and customer portals
Implementing Service Cloud - Self Learning Knowledge Base |
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Term
| Solution and article Visibility |
|
Definition
Categories determine visibility for solutions and articles
Channels determine where articles will be visible
Define category visibility by role
Internal users can see all solutions
Implementing Service Cloud - Self Learning Knowledge Base |
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|
Term
| What are the available methods for migrating Solutions? |
|
Definition
Manually
Solution Import WIzard
Direct API |
|
|
Term
Which role is crucial for maintaining a self-learning knowledgebase
A- Subject Matter Expert
B- Knowledge Manager
C- Sales Rep
D- Senior VP
E- Web Developer |
|
Definition
A, B
Implementing Service Cloud - Self Learning Knowledge Base |
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|
Term
True or False:
A knowledgebase is always intended for customers? |
|
Definition
FALSE
Implementing Service Cloud - Self Learning Knowledge Base |
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|
Term
What determines visibility of a solution in a portal?
A- Categories
B- Role Hierarchy
C- A Checkbox on the Solution
D- Creating a solution as a case resolution
E- Publishing by a knowledge Manager |
|
Definition
A
Implementing Service Cloud - Self Learning Knowledge Base |
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|
Term
| What are benefits of reporting on Service Interations |
|
Definition
- Justify ROI
- Enforce Business process via exception reporting
- Keeps everyone on same page - set clear expectations
- Drive adoption through reporting
- provide visibility
- Intelligent business decision making
Implementing Service Cloud - Reporting |
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|
Term
What are some sample KPIs for service and support organizations |
|
Definition
- # first contact resolutions
- Average time to close trend
- Monthly trend by Type
- Case Volume by Channel
- # Cases by Month/Qtr/Year
- Cases created by: Type, priority, reason
- Average status duration
- Top Solution
Implementing Service Cloud - Reporting |
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Term
Where should you place reports for service managers and executives?
A- Home Page and Dashboards
B- Dynamic reports from a custom button
C- Dynamic reports from a custom link
D- Dashboard component and dynamic reports from a custom button or link |
|
Definition
A
Implementing Service Cloud - Reporting |
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|
Term
| What is SalesForce Conent used for? |
|
Definition
Expose Content in the customer portal
Provide more tools for agents
Implementing Service Cloud - Service Cloud Enhancements |
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|
Term
| What is Community feature used for? |
|
Definition
Expose ideas in the customer portal
Gather feedback from agents
Facilitate interactions in a discussion forum
Implementing Service Cloud - Service Cloud Enhancements |
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Term
How can a company drive its customers to continually return to the customer portal?
A- Include dynamic content and the ability to provide feedback
B- Include ideas where the customer can read, post and vote on ideas
C- Resend the customer his or her password
D- Provide static FAQs |
|
Definition
A, B
Implementing Service Cloud - Service Cloud Enhancements |
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