Service & Support Applications in Salesforce

Welcome back to the Salesforce Admin Certification workshop on Day 5. in this session/post we will cover Service & Support Applications in Salesforce which covers 11% and Productivity and Collaboration which covers 7% of Salesforce Admin Certification. The following are the main topics which cover in this section.

• Case
• Support Process
• Case Assignment Rule
• Case Auto Response Rule
• Case Escalation Rule

Productivity and Collaboration (7 %)

• Activity Management
• Chatter
• App Exchange
• Salesforce Mobile App

Service Cloud

Service Cloud is built on the Salesforce Customer Success Platform. It provides you with a 360-degree view of your customers and enables you to deliver smarter, faster, and more personalized services. With Service Cloud, you can automate service processes, streamline workflows, and surface key articles, topics, and experts to transform the agent experience.

The customer has some complaints about the product he purchased.

Support process

The support process control the picklist value for the case status field

Case Assignment Rule

Multiple assignment rules can be created, only 1 can be activated. Optionally predefined case teams also can be set on the case.

Case Auto Response Rule

We can create as many as Auto Response rules. But only 1 can be activated at a time. User can see the email in the activity history. We can add up to 25 filter criteria, up to 255 characters each.

Case Escalation Rule

Escalation Action

• Auto reassign case
  • User
  • Queue
• Send Notification
  • Notification to user
  • Notify to case owner
  • Notify to addition emails (upto 5)

Productivity and Collaboration

Activity Management

Chatter

Salesforce’s real time collaboration application that lets user work together, talk to each other, and share information.

Public Group

• Visible to all users. Anyone can join.

Private Group

• Open only to group members. User must request to join a private group

Unlisted Group

• Invitation only group. It does not appear in any list view, search result.

Some other also available

• Group with customer (external user)
• Broadcast only

DAY 5: Service and Support Applications and Productivity and Collaboration

Twist Your Mind

• Xyz pvt ltd is experiencing quality assurance issues with a product line. An administrator needs to use a standard object to track the extent of the problem. Which standard object should be used? 
• In which situation is the Case Contact notified when a support representative adds a new case comment? 
• A new approval process is being adapted by XYZ pvt ltd. After an opportunity has been approved, the contract is sent to the customer for signature as the final step in that process. How can the administrator implement this functionality?