Complete Guide For Salesforce Service Cloud Implementation

However, implementing Salesforce service cloud for your business can be challenging without the right guidance and expertise. That’s why we have created this complete guide for Salesforce service cloud implementation.

In this guide, we will cover the steps and best practices for implementing Salesforce service cloud for your business, from planning and design to development and deployment. Whether you are new to service cloud or looking to optimize your existing setup, this guide will help you achieve your customer service goals. Let’s get started!

Set-Up and Manage Cases

Cases are the core of Salesforce service cloud. A case is a record of a customer’s question, problem, or feedback that needs to be resolved by your service team.

Cases allow you to track and manage customer interactions from start to finish. To set up and manage cases in service cloud, you need to:

Define your case fields

Case fields are the attributes that describe a case, such as subject, status, priority, origin, type, etc. You can use the standard case fields provided by Salesforce or create custom fields to capture additional information. You can also create validation rules to ensure data quality and accuracy.

Configure your case page layout

The case page layout determines how the case fields are displayed on the case detail page. You can customize your case page layout to show the fields that are relevant for your agents and customers. You can also add related lists, buttons, links, components, etc. to enhance the functionality of your case page.

Create case assignment rules

Case assignment rules are used to automatically assign cases to the appropriate agents or queues based on certain criteria. For example, you can assign cases based on the case origin, type, priority, etc. Case assignment rules help you distribute the workload evenly among your agents and ensure faster response times.

Create case escalation rules

Case escalation rules are used to automatically escalate cases that have not been resolved within a specified time frame or SLA. For example, you can escalate cases based on the case priority, status, age, etc. Case escalation rules help you prevent customer dissatisfaction and SLA violations.

Create email templates

Email templates are used to send automated or manual emails to customers or internal users regarding case updates. For example, you can send email notifications when a case is created, assigned, closed, etc. Email templates help you communicate effectively and consistently with your customers and stakeholders.

Create workflows and approval processes

Workflows and approval processes are used to automate business processes related to cases. For example, you can create workflows to update case fields, send email alerts, create tasks, etc. based on certain triggers or conditions.

You can also create approval processes to require approval from managers or other users before changing certain case fields or statuses. Workflows and approval processes help you streamline your case management process and enforce business rules.

Service-Level Agreements

Service-level agreements (SLAs) are contracts or commitments that define the level and quality of service you provide to your customers. SLAs help you set clear expectations and measure your service performance. To define and monitor SLAs in service cloud, you need to:

Create entitlements

Entitlements are records that specify what kind of support a customer is eligible for, such as the number of cases, hours of support, response time, resolution time, etc.

You can create entitlements for individual customers or accounts, or for products or service contracts. You can also create entitlement templates to apply the same entitlements to multiple customers or accounts.

Create milestones

Milestones are time-dependent actions that need to be completed within a certain period to meet the SLA. For example, you can create milestones for first response time, resolution time, follow-up time, etc. You can specify the duration, start and end date, and success and violation actions for each milestone.

Create entitlement processes

Entitlement processes are timelines that consist of one or more milestones that need to be completed for a case. For example, you can create an entitlement process for a high-priority case that requires a first response within 2 hours and a resolution within 24 hours.

You can assign different entitlement processes to different types of cases based on the case origin, type, priority, etc.

Enable entitlement management

Entitlement management is a feature that allows you to enforce and track your SLAs in service cloud. You need to enable entitlement management in your org settings and add the relevant fields and components to your case page layout.

You also need to enable the milestone tracker component to display the progress of your milestones on the case detail page.

Productivity Tools

Productivity tools are features that help your agents save time and perform tasks faster and easier in the service cloud. Productivity tools include:

Service Console

Service Console is a user interface that provides a unified and powerful workspace for your agents. With Service Console, you can access multiple records and tabs in one screen, use keyboard shortcuts and macros to perform actions quickly, view related records and lists in subtabs and components, use quick text to insert predefined messages, use history and pinned lists to navigate easily, etc.

Lightning Flow

Lightning Flow is a tool that allows you to create guided and interactive experiences for your agents and customers. With Lightning Flow, you can design and automate business processes using flows and process builder.

Flows are visual representations of business logic that can collect data, execute actions, display screens, etc. Process builder is a tool that allows you to create workflows without writing code. You can use Lightning Flow to create flows for common service scenarios such as creating cases, updating records, sending emails, etc.

Macros

Macros are sets of instructions that tell service cloud what actions to perform on a record. For example, you can create a macro to update the case status, send an email, and close the case in one click. Macros help you automate repetitive tasks and reduce human errors.

Quick Text

Quick text is a feature that allows you to insert predefined messages into emails, chats, tasks, events, etc. For example, you can create quick text for greetings, closings, common answers, etc. Quick text helps you save time and ensure consistent communication.

Omni-Channel Routing

Omni-channel routing is a feature that allows you to route cases and other work items to the right agents based on their skills, availability, and capacity. Omni-channel routing helps you optimize your agent productivity and customer satisfaction. To set up omni-channel routing in service cloud, you need to:

Enable omni-channel

Omni-channel is a feature that needs to be enabled in your org settings. You also need to add the omni-channel utility item to your app launcher and service console.

Create service channels

Service channels are records that define the types of work items that you want to route using omni-channel. For example, you can create service channels for cases, leads, orders, etc. You can also specify the routing priority and routing model for each service channel.

Create queues

Queues are groups of users who share the same work items. For example, you can create queues for different regions, products, languages, etc. You can assign service channels and work items to queues based on your business needs.

Create presence statuses

Presence statuses are records that indicate the availability and capacity of your agents. For example, you can create presence statuses for online, busy, away, offline, etc. You can also specify the service channels and work items that each presence status can accept or decline.

Assign presence statuses to profiles or permission sets

Profiles or permission sets are records that define the permissions and access levels of your users. You need to assign presence statuses to profiles or permission sets to enable your agents to use omni-channel.

Service Cloud Channels

Service cloud channels are features that allow you to offer customer support on multiple channels such as phone, email, web chat, social media, and more.

Service cloud channels help you connect with your customers on their preferred channel and provide a consistent and personalized service experience. To set up and use service cloud channels in Service Cloud, you need to:

Enable service cloud channels

Service cloud channels are a feature that needs to be enabled in your org settings. You also need to add the service cloud channels utility item to your app launcher and service console.

Create service channels

Service channels are records that define the types of work items that you want to route using omni-channel. For example, you can create service channels for cases, leads, orders, etc. You can also specify the routing priority and routing model for each service channel.

Configure service channel settings

Service channel settings are records that define the details and options for each service channel. For example, you can configure the phone number, email address, chat button, social media account, etc. for each service channel. You can also customize the appearance and behavior of each service channel.

Assign service channels to queues

Queues are groups of users who share the same work items. For example, you can create queues for different regions, products, languages, etc. You can assign service channels and work items to queues based on your business needs.

Assign service channels to profiles or permission sets

Profiles or permission sets are records that define the permissions and access levels of your users. You need to assign service channels to profiles or permission sets to enable your agents to use service cloud channels.

Salesforce Knowledge

Salesforce Knowledge is a feature that allows you to create and share knowledge articles to empower your agents and customers with self-service options.

Knowledge articles are documents that provide information or solutions for common issues or questions related to your products or services. To set up and use Salesforce Knowledge in service cloud, you need to:

Enable Salesforce Knowledge

Salesforce Knowledge is a feature that needs to be enabled in your org settings. You also need to add the knowledge component to your case page layout and service console.

Create data categories

Data categories are records that define the topics or subjects of your knowledge articles. For example, you can create data categories for different products, services, features, etc. You can also create data category groups to organize your data categories into hierarchies.

Create article types

Article types are records that define the fields and layouts of your knowledge articles. For example, you can create article types for FAQs, how-to guides, troubleshooting tips, etc. You can also create custom fields and validation rules to capture additional information or ensure data quality.

Create knowledge articles

Knowledge articles are documents that provide information or solutions for common issues or questions related to your products or services.

You can create knowledge articles using the article editor or import them from external sources. You can also use rich text formatting, images, videos, links, etc. to enhance your knowledge articles.

Publish knowledge articles

Publishing knowledge articles is the process of making them available for your agents and customers to view and use. You can publish knowledge articles manually or automatically using workflows or approval processes.

You can also specify the visibility and availability of your knowledge articles using data category visibility and article actions.

Manage knowledge articles

Managing knowledge articles is the process of updating, archiving, deleting, or restoring them as needed. You can manage knowledge articles using the article management tab or the knowledge component. You can also use reports and dashboards to monitor the performance and usage of your knowledge articles.

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Einstein for Service

Einstein for Service is a feature that uses artificial intelligence to enhance your service experience with smarter and faster service.

Einstein for Service uses natural language processing, computer vision, machine learning, and deep learning to analyze your data and provide insights, predictions, recommendations, and automation for your service processes. To set up and use Einstein for Service in service cloud, you need to:

Enable Einstein for Service

Einstein for Service is a feature that needs to be enabled in your org settings. You also need to add the relevant fields and components to your case page layout and service console.

Configure Einstein for Service settings

Einstein for Service settings are records that define the details and options for each Einstein for Service feature. For example, you can configure the data sources, models, thresholds, actions, etc. for each Einstein for Service feature.

Train Einstein for Service models

Training Einstein for Service models is the process of teaching Einstein how to analyze your data and provide insights, predictions, recommendations, and automation for your service processes. You can train Einstein for Service models using historical data or manual feedback. You can also monitor and evaluate the accuracy and performance of your Einstein for Service models.

Use Einstein for Service features

Using Einstein for Service features is the process of applying the insights, predictions, recommendations, and automation provided by Einstein to your service processes. You can use Einstein for Service features to improve your agent productivity, efficiency, and engagement.

Security

Security is a feature that allows you to protect your customer data and comply with regulations in service cloud. Security helps you prevent unauthorized access, misuse, or loss of your customer data. To set up and use security in service cloud, you need to:

Enable security features

Security features are settings that enable or disable certain security options in your org. For example, you can enable encryption, two-factor authentication, IP restrictions, etc. to enhance your security level.

Configure security settings

Security settings are records that define the details and options for each security feature. For example, you can configure the encryption keys, authentication methods, IP ranges, etc. for each security feature.

Assign security roles and permissions

Security roles and permissions are records that define the access levels and privileges of your users and groups. For example, you can assign security roles and permissions to control who can view, create, edit, delete, or share data and objects in service cloud.

Audit and monitor security events

Security events are records that capture the activities and changes related to your data and objects in service cloud. For example, you can audit and monitor security events to track who accessed, modified, or deleted data and objects in service cloud.

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Conclusion

Salesforce service cloud implementation can help you provide fast, personalized, and omnichannel support to your customers. It can also improve your customer service metrics and increase your agent productivity. Moreover, it can enable you to use artificial intelligence to enhance your service experience.

However, implementing Salesforce service cloud can be challenging without expert guidance. That’s why you should hire SmartOSC, a leading Salesforce partner with over 18 years of experience. We can help you with every aspect of your service cloud implementation, from planning and design to development and deployment.

If you want to implement Salesforce service cloud for your business, contact us today. We would love to help you achieve your customer service goals by implementation services.