Category: service cloud

Service Cloud Consultant Certification Guide and Tips

IntroductionThe Salesforce Certified Service Cloud Consultant certification is designed for consultants who have experience implementing Salesforce Service Cloud solutions in a customer-facing role. This is a highly scenario-based certification exam. So hands-on experience in implementing Service Cloud will provide the edge in clearing this certification. Ideal Candidate for this CertificationCustomer-facing consultants who have experience in implementing Service Cloud solutions are the ideal candidates for this certification. As this certification will include a lot of scenario-based questions covering the service industry, so consultants with contact center industry experience will find the certification helpful for their domain. Any Salesforce admins who want to prove their advanced knowledge on the platform can also sit for this certification. Exam guidesYou can download the exam guide from here. It is always highly recommended to go through the exam guides number of times.About the examThere will be a total of 60 multiple-choice/multiple-select questions and 5 non-scored questions. (These 5 non-scored questions will be randomly spread, so you will not know which ones are non-scored questions).Time: 105 minutes.Passing score: 67%Registration fee: USD 200, plus applicable taxes.Retake fee: USD 100, plus applicable taxes.Prerequisite: Salesforce Administrator credential. (Here is my post regarding guides and tips to clear Salesforce Administrator certification).Topic BreakdownStudy StrategyIn order to clear this certification, you need to know both the technical details of the product as well as the domain knowledge, the business value it offers.  As...

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Compare Knowledge Articles – WoW Feature

In Spring’20, Salesforce introduced one feature which was pending for a long time and also got a good amount of vote in Idea Exchange.Recently while working with a customer who is trying to implement Lightning Knowledge, it was one of the top priority requirement. And I don’t want to do any custom development for this. But to my surprise, I saw that Salesforce already introduced this feature in Spring’20 as Beta.I was like …So thought of sharing this information here how we can use this great feature.Basically in the article layout all we need to do is include the Lightning component “Article Version Comparison” and then we can select the versions we want to compare. Screenshots are given below.This is very useful feature for the Approver to see the actual changes before taking any decisions. Also for the viewer also, they can see the changes between different versions(provided they have the permission to view versions of the...

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Setup Service Cloud Lightning Snap-Ins with Omni Channel – Basic Steps

When it comes to CRM Customer Engagement, as per Gartner’s Magic Quadrant for the CRM Customer Engagement Center, Salesforce is the in the “Leaders” section. Gartner estimates that 20% of Salesforce’s new revenue came from Service Cloud in 2016 and it expects to exceed $2 billion in 2017. Reference: Gartner.Service always tries to bring new features, innovations to market and the goal is always to increase customer satisfaction. In order to serve the customer better, Salesforce introduces a new feature called – Service Cloud Lightning Snap-In. Service Cloud Lightning Snap-ins are a fundamentally new way to deliver a service experience for today’s connected customers. In this post, I will explain how to configure Lightning Snap-Ins with Omni Channel and receive chat request. So I know you guys are really excited to know this new feature. So without any further detail, let’s get into the main topic. I am going to mention the steps below. If there is any pre-requisite, I will mention the same.Step 1: Pre-Requisite: Live Agent and Omni Channel is enabled.You need to make sure Live Agent and Omni Channel is enabled. There should be user present in your org with Live Agent checkbox checked. Omni Channel should be added to your console app.Step 2: Create Queue for Live Chat TranscriptStep 3: Create Omni-PresenceStep 4: Create Live Chat ButtonStep 5: Create Live Agent DeploymentStep 6: Create Force.com Site. You can...

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Salesforce Service Cloud – Contact Center Reports

As a call center manager, it is very important to monitor team’s case performances targets, train new support agents, analyze team’s open case performance and etc. There are multiple matrices which a call center manager normally monitor to improve contact center’s performance. Call center manager can use Salesforce reports to monitor critical support metrics such as -Total open cases by agentsTotal cases created by agents and statusTotal cases created by agents and productsTotal average age by agentTotal closed cases by agentLet’s start with few important reports here -Agent Open Case Load by Origin/Type:This report will help call center manager to determine his/her team’s bandwidth/workload. The report will be grouped based on Agent and Case Origin/Type(based on your business operation). From here call center manager can easily get real time view of his/her team’s current work pressure. Here comes the report -Average Age of Open Case:Another very important report to understand your team’s performance – how long your agents are taking to serving customers and thus meeting the service-level agreements (SLAs). To create this report, you can customize the out-of-the-box report “Total Open Cases By Agent” and then summarize the Age column (Summarize by Average). Below is how the report will look like -Average Age of Closed Case by Agent:Call center managers can use this report to monitor their agent’s productivity in terms of how quickly agents are closing the cases....

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Salesforce Live Agent Chat – Objects

In this post, I am going to explain about the standard objects which will be created by default the moment you enable Live Agent in your organization. Let’s start – Live Chat Visitors:This object contains information about the visitors who has initiated the chat session. One important field here is the Session Key. A session key in a unique record which is stored on Live Chat Visitor’s record and end user’s machine as a cookie. But why? The reason is if the end user is initiating multiple chat sessions, then Salesforce will link all Live Chat Transcripts records (This is another object, which I will explain in a few minutes) to this unique Live Chat Visitor record. Here is a sample Live Chat Visitor record. Live Chat Transcripts:This is the record which tells you the conversation that happened between your Service Representatives and End Users. It stores the chat transcripts. Salesforce will automatically create the record for you as soon as the chat session is ended and your service representatives close the chat transcript. Here is sample Live Chat Transcript record.Live Chat Transcript Events:This object tracks all the events that occur between Service Representatives and Customer during the chat. Few important events are like Chat Request, Accept Request, Route Information, Transfer information. You can see the detail of events – https://help.salesforce.com/articleView?id=live_agent_transcript_events.htm&language=en&type=0Here is sample Live Chat Transcript Event record.Live Agent Sessions:This...

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