Category: service cloud

Service Cloud Consultant Certification Guide and Tips

by | Nov 15, 2020 | , | 0

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

by | Jan 9, 2020 | , , , , , | 3

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

by | Oct 4, 2017 | , , , , | 0

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

by | Jun 26, 2017 | , , , , , , , | 17

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

by | Jun 12, 2017 | , , , , , | 18

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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Hello, Cloud enthusiasts! Welcome back to the third episode of our Google Cloud Storage series. Today, I am delving deep into an advanced and vital aspect of storage management on GCP: Retention Policies. Ensure the safety and integrity of your data like never before! 📌 What's Unpacked in this Video: ✅ Retention Policy Basics: A brief refresher and deep dive into what retention policies are and why they're crucial. ✅ Adding Retention Policies: Learn the step-by-step process of defining and applying retention policies to your data. ✅ Locked vs. Unlocked Retention Policies: Understand the differences, benefits, and use cases of both locked and unlocked policies. ✅ The Temporary Hold Feature: Grasp the nuances of the temporary hold, its applications, and how it interacts with your set policies. ✅ Interactive Demo: A comprehensive hands-on demonstration, making it easier to understand and implement the discussed concepts. ▬ Contents of this video ▬▬▬▬▬▬▬▬▬▬ 0:01 - Introduction 0:46 - Create Retention Policy 6:03 - Unlocked and Locked Retention Policy 8:05 - Temporary Hold in Retention Policy inside Google Cloud Storage 11:15 - Conclusion 🎓 If you've missed the previous episodes in this series, be sure to catch up to maximize your understanding of Google Cloud Storage. If you find these insights valuable, hit that like button, share, and subscribe for more in-depth GCP tutorials. 📝 Your Feedback Matters! Drop your questions, thoughts, or suggestions in the comments section, and I'll do my best to address them in future videos or replies. 🚀 Mastering Google Cloud Storage Playlist - https://bit.ly/451xmmB 🚀 Mastering Google Cloud Storage Part 1 - Understanding Storage Locations & Storage Classes - https://youtu.be/4twcpGtDVbQ 🚀 Mastering Google Cloud Storage Part 2: Versioning, Retention & Life Cycle Management! - https://youtu.be/me_Up4fVp3g 🚀 Google Cloud Platform Playlist - https://bit.ly/3tdmymj ✨ Subscribe for new videos on technology every week: https://bit.ly/3vCQKpg ✨Connect with me 📌 Twitter: https://twitter.com/thesudiptadeb 📌 Website: https://www.sudipta-deb.in/ 📌 LinkedIn: https://www.linkedin.com/in/sudiptadeb/ 📌 Facebook: https://www.facebook.com/TechnicalPotpourri Credit: Music I Use under the Mixkit License Disclaimer: All opinions are my own and this video content is not endorsed by Salesforce, Google or any other company in any way.
Hello everyone! Welcome back to the second video on our Google Cloud Storage series. In today's video, I will deep dive focusing on three critical aspects of storage management on GCP: Versioning, Retention, and Life Cycle. 📌 Inside this video: ✅ Versioning in-depth: Discover the importance of maintaining different versions of your objects and how GCP allows you to retrieve any version effortlessly. ✅ Retention Policies Explained: Safeguard your data by understanding and setting retention policies, ensuring your objects remain intact and unchanged for a specified duration. ✅ Life Cycle Management: Learn to set up automated life cycle policies that transition or delete objects based on age or other conditions, helping optimize costs and manage storage efficiently. ✅ Practical Demos: Watch hands-on demonstrations showcasing the application of each of these concepts in real-world scenarios. ▬ Contents of this video ▬▬▬▬▬▬▬▬▬▬ 0:01 - Introduction 0:50 - Versioning in Google Cloud Storage 4:22 - Retention in Google Cloud Storage 4:22 - Life Cycle in Google Cloud Storage 11:19 - Conclusion 📘 If you haven't watched the first video in this series where I have covered the basics of Google Cloud Storage, including Storage Locations and Classes, be sure to check it out! And if you find this content helpful, don't forget to give a thumbs up, share, and subscribe for more in-depth tech tutorials. 🚀 Mastering Google Cloud Storage Playlist - https://bit.ly/451xmmB 🚀 Mastering Google Cloud Storage Part 1 - Understanding Storage Locations & Storage Classes - https://youtu.be/4twcpGtDVbQ 🚀 Mastering Google Cloud Storage Part 3 - Advanced Concepts - Diving Deep into Retention Policies! - https://youtu.be/vqlg1gqW9ts 🚀 Google Cloud Platform Playlist - https://bit.ly/3tdmymj 📝 Drop a comment if you have any questions or insights to share. Your feedback helps shape the content for future videos! ✨ Subscribe for new videos on technology every week: https://bit.ly/3vCQKpg ✨Connect with me 📌 Twitter: https://twitter.com/thesudiptadeb 📌 Website: https://www.sudipta-deb.in/ 📌 LinkedIn: https://www.linkedin.com/in/sudiptadeb/ 📌 Facebook: https://www.facebook.com/TechnicalPotpourri Credit: Music I Use under the Mixkit License Disclaimer: All opinions are my own and this video content is not endorsed by Salesforce, Google or any other company in any way.
In this video, I am diving deep into the world of cloud storage, specifically focusing on Google Cloud Platform (GCP). If you've ever been curious about how cloud storage works on GCP, this video is your go-to guide! 📌 What's Inside: ✅ Introduction to Cloud Storage: Grasp the basics of GCP's cloud storage and understand how it differs from traditional storage systems. ✅ Storage Locations Explained: Learn the importance of selecting the right storage location and its impact on latency, availability, and cost. ✅ Decoding Storage Classes: Explore the different storage classes available on GCP, their use cases, and how to choose the best one for your needs. ✅ Hands-On Demo: ✅ Creating a Bucket: Step-by-step guide on setting up your first cloud storage bucket. ✅ Uploading/Downloading Files: Navigate the process of adding & retrieving files from bucket. ✅ Nested Folder Creation: Organize files better by learning to create nested folders within bucket. ✅ Public File Accessibility: Make your files public for sharing and learn the precautions to take. ✅ Deleting Files: Clean up your storage by deleting unnecessary files. ▬ Contents of this video ▬▬▬▬▬▬▬▬▬▬ 0:01 - Introduction 0:46 - What is Cloud Storage? 1:30 - Understand Buckets and Objects 3:34 - Understand the Hierarchy 4:36 - Cloud Storage Locations 5:54 - How to decide? 7:10 - Cloud Storage Classes 10:51 - Demo 22:18 - Conclusion 📋 Whether you're a beginner looking to get started with cloud storage or someone who just wants to get more familiar with GCP's offerings, this video is perfect for you! Don't forget to like, share, and subscribe for more tech tutorials. Drop your questions or feedback in the comments section below, and I'll do my best to help you out! 🚀 Mastering Google Cloud Storage Playlist - https://bit.ly/451xmmB 🚀 Mastering Google Cloud Storage Part 2: Versioning, Retention & Life Cycle Management! - https://youtu.be/me_Up4fVp3g 🚀 Mastering Google Cloud Storage Part 3 - Advanced Concepts - Diving Deep into Retention Policies! - https://youtu.be/vqlg1gqW9ts 🚀 Google Cloud Platform Playlist - https://bit.ly/3tdmymj 🚀 Introduction To Google Cloud Resource Hierarchy - https://youtu.be/DM3xd3gkRmU ✨ Subscribe for new videos on technology every week: https://bit.ly/3vCQKpg ✨Connect with me 📌 Twitter: https://twitter.com/thesudiptadeb 📌 Website: https://www.sudipta-deb.in/ 📌 LinkedIn: https://www.linkedin.com/in/sudiptadeb/ 📌 Facebook: https://www.facebook.com/TechnicalPotpourri Credit: Music I Use under the Mixkit License Disclaimer: All opinions are my own and this video content is not endorsed by Salesforce, Google or any other company in any way.
🚀 Get ready for the exciting new feature coming with Salesforce's Winter '24 release! In this video, I will dive deep into how this update is set to revolutionize the way you sort list elements within your Salesforce code. 📑 With the Winter '24 release, the List class receives a significant upgrade by introducing support for the all-new Comparator interface. This powerful enhancement empowers developers to implement a wide range of sorting orders effortlessly using the List.sort() method with a Comparator parameter. 💡 I will walk you through the ins and outs of using this feature, demonstrating its incredible versatility and practicality. Whether you need to sort lists of custom objects or standard data types, the Comparator interface offers a flexible solution for every sorting scenario. 🌐 But that's not all! For those situations where you require locale-sensitive comparisons and sorting, we'll also show you how to utilize the getInstance method within the newly introduced Collator class. We'll explain why this feature is essential when dealing with internationalization and how it can enhance your applications' user experience. 🚫 However, keep in mind that locale-sensitive sorting can yield different results based on the user executing the code. Therefore, we'll discuss best practices and situations to avoid, such as using it in triggers or code where a specific sort order is expected. Whether you're a seasoned Salesforce developer or just getting started, this Winter '24 release feature is sure to streamline your development process and make list sorting a breeze. Watch my video now to unlock the full potential of Salesforce's latest innovation! Don't forget to like, subscribe, and hit that notification bell to stay up-to-date with the latest Salesforce updates and tutorials. Happy coding! 🖥️🔗🔔 ▬ Contents of this video ▬▬▬▬▬▬▬▬▬▬ 0:01 - Introduction 1:01 - Example 1 - Sorting based on string comparison 3:58 - Example 2 - Sorting based on integer comparison 6:17 - Example 3 - Use of Collator class to sort based on the user locale 9:20 - Conclusion #Salesforce #Winter24 #ListSorting #ComparatorInterface #CollatorClass #Development #salesforcerelease 📌 Salesforce Winter 24 Release Playlist - https://bit.ly/3P0bun0 📌 Salesforce Summer 23 Release Playlist - https://bit.ly/3Mw6rbx 📌 Display Custom Error Messages for Record Triggered Flows - https://bit.ly/3snudQv 📌 Salesforce Flow Playlist - https://bit.ly/3nIpTnT 📌 Rollback Records in Salesforce Flow - https://youtu.be/a0gfei_smaE 📌 New Admin Features of Salesforce Summer '23 Release - https://youtu.be/QETKVtNU_xo 📌 New Flow Features of Salesforce Summer '23 Release - https://youtu.be/ruD3mP5WRq8 📌 HTTP Post Call From Salesforce Flow - https://youtu.be/UCHQmkVq7yo 📌 Summer 23 Release | How To Add Named Credentials To Permission Set Using Principals - https://youtu.be/53q3I-bJobk 📌 External Services in Flow - HTTP Callout - https://youtu.be/n-vHAqr6KiI 📌 Salesforce Release Playlist - https://bit.ly/3r7F0cn 📌 How To Secure Apex Code With User Mode Database Operations - https://youtu.be/1agImQ1MWJs #salesforce #winter24release #flow #errormessage #screenflow #transformdata #mapdata ✨ Blog: https://www.sudipta-deb.in/ ✨ Subscribe for new videos on technology every week: https://bit.ly/3vCQKpg ✨Connect with me 📌 Twitter: https://twitter.com/thesudiptadeb 📌 Website: https://www.sudipta-deb.in/ 📌 LinkedIn: https://www.linkedin.com/in/sudiptadeb/ 📌 Facebook: https://www.facebook.com/TechnicalPotpourri Credit: Music I Use under the Mixkit License Disclaimer: All opinions are my own and this video content is not endorsed by Salesforce, Google or any other company in any way.
🚀 Get ready to dive into the exciting new features coming with Salesforce's Winter '24 Release! In this video, I'll be taking a closer look at the latest enhancements related to Sharing in Salesforce, including the ability to gain deep insights into Account access, view Public Group memberships, and optimize sharing recalculations. 🔍 In the first part of the video, I'll walk you through how to create comprehensive reports to understand who has access to Accounts from Manual Shares and Account Teams. With Winter '24, you can gain better visibility into your data sharing model, ensuring the right people have access to the right information. 💼 We'll then move on to creating a report that allows you to effortlessly view Public Group membership. This new feature simplifies the process of managing user access and permissions, helping you keep your data secure and organized. 🚀 Finally, I'll explore how you can enable Faster Account Sharing Recalculation by Not Storing Case, Contact, and Opportunity Implicit Child Shares. This optimization can significantly improve performance and streamline sharing recalculations, ensuring that your Salesforce instance runs smoothly and efficiently. Whether you're a Salesforce admin, developer, or user, these new sharing features in Winter '24 are bound to make your Salesforce experience even more powerful and efficient. Join me in this video to stay ahead of the curve and make the most of these exciting updates! Don't forget to like, subscribe, and hit the notification bell to stay updated with the latest Salesforce tips, tricks, and updates. If you have any questions or want to share your thoughts on the Winter '24 release, leave a comment below. Thanks for watching! ▬ Contents of this video ▬▬▬▬▬▬▬▬▬▬ 0:01 - Introduction 0:43 - See Who Has Access to Accounts from Manual Shares and Account Teams with Reports 3:06 - View Public Group Members with Reports 5:27 - Enable Faster Account Sharing Recalculation by Not Storing Case and Contact Implicit Child Shares 13:18 - Conclusion 👍 #SalesforceWinter24 #SalesforceSharing #salesforcetips 📌 Salesforce Winter 24 Release Playlist - https://bit.ly/3P0bun0 📌 User Access Policies - https://youtu.be/K-opS1auBlY 📌 Salesforce Summer 23 Release Playlist - https://bit.ly/3Mw6rbx 📌 Display Custom Error Messages for Record Triggered Flows - https://bit.ly/3snudQv 📌 Salesforce Flow Playlist - https://bit.ly/3nIpTnT 📌 Rollback Records in Salesforce Flow - https://youtu.be/a0gfei_smaE 📌 New Admin Features of Salesforce Summer '23 Release - https://youtu.be/QETKVtNU_xo 📌 New Flow Features of Salesforce Summer '23 Release - https://youtu.be/ruD3mP5WRq8 📌 HTTP Post Call From Salesforce Flow - https://youtu.be/UCHQmkVq7yo 📌 Summer 23 Release | How To Add Named Credentials To Permission Set Using Principals - https://youtu.be/53q3I-bJobk 📌 External Services in Flow - HTTP Callout - https://youtu.be/n-vHAqr6KiI 📌 Salesforce Release Playlist - https://bit.ly/3r7F0cn 📌 How To Secure Apex Code With User Mode Database Operations - https://youtu.be/1agImQ1MWJs #salesforce #winter24release #flow #errormessage #screenflow #transformdata #mapdata ✨ Blog: https://www.sudipta-deb.in/ ✨ Subscribe for new videos on technology every week: https://bit.ly/3vCQKpg ✨Connect with me 📌 Twitter: https://twitter.com/thesudiptadeb 📌 Website: https://www.sudipta-deb.in/ 📌 LinkedIn: https://www.linkedin.com/in/sudiptadeb/ 📌 Facebook: https://www.facebook.com/TechnicalPotpourri Credit: Music I Use under the Mixkit License Disclaimer: All opinions are my own and this video content is not endorsed by Salesforce, Google or any other company in any way.
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