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Agenda
04 Case Management
06 Email to Case
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Course Objectives
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Contracts
Overview
A contract is a written agreement between two or more parties. Companies use contracts to define the
terms for doing business with other companies.
Creating and Associating Contracts
Users must at least have read access to an Account to associate a Contract with it. A contract can
created similar to other records in SFDC with minimum set of OOB mandatory fields – Account Name,
Status, Start Date and Term. Regular validation rules can be applied to extend the functionality of the
object.
Activating Contracts
Activating a contract changes the contract status to Activated and makes the contract read only. Activated
contracts cannot be changed and only users with the “Delete Activated Contracts” permission can delete
a contract with Activated status. Administrators and users with the “Activate Contracts” permission can
activate contracts. To edit an activated contract, a user must have the “Activate Contracts” permission.
Deleting Contracts
When you delete a contract, all related notes, attachments, events and tasks, history, and approval
requests are deleted. Associated accounts are not deleted with the contract. The deleted contract is
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Entitlements (1/3)
Overview
Entitlement management helps support reps determine if their customers are eligible for support so they
can create Cases for them. We can set up one of three different entitlement management models, each
with different levels of detail:
Entitlements Only: Support reps verify that contacts are entitled to customer support before they create cases
Service Contracts with Entitlements: Support reps verify that a customer is entitled to support based on a
service contract
Service Contracts with Contract Line Items and Entitlements: Support reps verify that a customer is
entitled to support based on line items in a service contract
Entitlements don't automatically apply to cases created with Web-to-Case or Email-to-Case. If needed, we
can add entitlements to these features using Apex code.
Entitlement Contact
Entitlement contacts are contacts specified to receive customer support. For example, a named caller.
They're listed on an entitlement's Contacts related list or the contact's Entitlements related list.
Entitlement Templates
Entitlement templates are predefined terms of customer support that you can quickly add to products. For
Open Violation Milestones on the case are violated; steps in a support process are incomplete
Closed Violation Milestones on the case were violated, but the steps in the support process were
completed
Entitlement Process
Entitlement processes are timelines that include all of the steps (milestones) that your support team must
Task Assigns a task to a specific user. You can specify the task's Subject, Status, Priority,
and Due Date
Email Alert Emails a specific template to a designated recipient
Field Update Changes the value of a selected field. You can specify a value or create a formula for
the new value
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Case Management
Overview
A case is a description of a customer’s feedback, problem, or question which can be used to track and
solve customers’ issues. Users can create and manage Cases through the Case tab as well as capture
them via:
Web to Case: Gather customer support requests directly from a website and automatically generate up to
5000 new cases a day
Email to Case: Automatically create a case when an email is sent to a specific email address which can then
auto-populates case fields from the content of each email
Self Service Portal: Provides an online support channel to customers allowing them to resolve their inquiries
without contacting a customer service representative
Customer Portal: Similar to a Self-Service portal in that it provides an online support channel for customers
however it provides significantly richer functionality and features which are similar to salesforce.com
Case Teams
A team of users that work together on a case. For example, a case team may include a support rep,
support manager, and a product manager.
Case Comments
A related list on a case detail page which displays a list of the comments added to the case. Comments
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Case Assignment & Escalation Rules
Assignment Rules
Assignment rules can be used to automate support processes. They can define how cases are assigned
to users or put into queues as they are created manually, using Web-to-Case, Email-to-Case, the Self-
Service portal, the Customer Portal as well as Outlook and Lotus Notes.
• An organization will typically have one rule for each overall purpose - one case assignment rule for
standard use and one case assignment rule for holiday use
• Each rule consists of multiple rule entries that specify exactly how cases are assigned.
• For example, a standard case assignment rule may have two entries: cases with “Type equals Gold”
are assigned to “Gold Service” queue, and cases with “Type equals Silver” are assigned to “Silver
Service” queue
Escalation Rules
Escalation rules can be created to escalate cases automatically if they are not resolved within a certain
period of time.
• An organization will typically have one escalation rule that consists of multiple rule entries which
1 Users send/ respond to specific email addresses 1 Users send/ respond to specific email addresses
provided by organizations (e.g., provided by organizations (e.g.,
support@zappos.com) support@zappos.com)
2 The emails are received by the exchange server 2 The emails are received by the exchange server
and the alias identifies the email should be sent and are re-directed to Salesforce.com routing
to SFDC . addresses.
3 Email2Case agent toolkit residing within the 3 The On-demand toolkit (seamless) residing in
client’s network that pulls emails from the Salesforce.com server creates “cases” in the
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Service Cloud Console
Overview
The Service Cloud console is designed for users in fast-paced environments who need to find, update,
and create records quickly. It improves on the standard console tab by letting users:
Implementation Tips
• Only users assigned to the Service Cloud User feature license can use the Service Cloud console
• The interaction log only displays on items that have a Activity History related list, such as accounts
and contacts.
How it works:
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Salesforce Portals: Customer Portal
Customer Portal
A Customer Portal is similar to a Self-Service
portal in that it provides an online support
channel for your customers—allowing them to
resolve their inquiries without contacting a
customer service representative. However, a
Customer Portal provides significantly richer
functionality than a Self-Service portal.
Key Benefits
•Controlled access
•Ability to create multiple customer-branded
portals
•Provides customized self-service that allows
access to Case history, Solutions, Content,
Ideas, Activities, or access any exposed
Custom Objects.
# of Customer Logins Self-Service Transactions # of Posts, Comments, Votes Popular Ideas Top Contributors
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Salesforce Portals: Partner Portal
Partner Portal
A portal allows partner users to log in to
Salesforce.com through a separate website
than your non-partner users. Partner users
can only see the data that you have made
available to them. Furthermore, partner users
can only manipulate data if you give them the
appropriate user permissions.
Multiple Portals
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Knowledge is a Continuous Process
Provide metrics for
Find Knowledge gaps and
Analyze management of People
track effectiveness and Processes
Review Collaborate to
Tag with Business Role, Categorize
ensure Accuracy
Customer, Product and
Agent Dimensions
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Solutions vs. Knowledge vs. Answers
Solutions Knowledge Answers
Publish solutions to the self- Publish articles to the Post issues to Answer
service portal and make customer portal or partner communities only
solutions public portal and make articles
public
Solution categories group Data categories allow users Data categories allow users
similar solutions together to classify and find articles to classify and find
questions
The Suggested Solutions Internal users, customer Users can Vote to signify
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