40 terms

Salesforce Service Cloud Consultant

Basic Cards for terms and definitions from Service Cloud Consultant Study Guide and Materials

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Support Processes
Detail the values for the Status field on Cases
Case Queues
Locations Where Cases can be routed to await agent processing.

Can be created for:
Product Categories
Customer Types
Service Levels
Assignment Rules
Automatically route cases to the appropriate user or queue and automatically add predefined case teams to the case.
Workflow Rules
can be configured to automate tasks, email alerts, field updates, and outbound messages.
Email to case
automatically creates a case from an inbound email, populates the case fields, tracks responses, associates the contact to the case, and follows assignment rules.
Auto Response Rules
Sends Automatic Email Responses to customers who submitted a case through:
- email to case
- web to case
- portals
Escalation Rules
define automated actions when cases with specific criteria are open after a specified period of time.
Capture Customer Satisfaction Data
- Sent to user or contact's external email addresses
- can be filled out anonymously.
CTI Adaptor
Acts as an intermediary between Telephony systems, the salesforce call center, and the Salesforce User Interface (UI)
6 Steps in the Software Development Cycle
1. Plan
2. Analyze
3. Design
4. Build
5. Validate
6. Deploy
Discovery Interviews
Communication with key Stakeholders to understand current systems and processes.
Suggested Solutions
Helps users easily find relevant solutions to cases they are viewing
Case Comment Notification
Allows users to notify contacts of updates or additions to comments on cases
Case Hierarchies
Allows users to associate one case with another by using the Parent Case lookup field.
Service Cloud Console
A tab that combines a list view and related records into one screen with different frames.
Default Case Owner
ensures that your cases are assigned to a specific support person even if no assignment rules apply.
Age Over Number of Hours
Can be based on the number of hours since:
1. A case was created
2. The Case was created Unless it was modified, Once Modified the case will never get escalated
3. The most recent time a case was modified
Salesforce Knowledge
Intuitive Interface to make sure agents fiend the right answer the first time - Every time.

Provides Targeted Search Results
Serves Every Channel
Empowers Agents to leverage the experience of peers and customers
Data Categories
Allows an admin to classify each article and target articles to specific roles.
Article Types
A short HTML document that serves as a template for Knowledge articles.
Article Type Custom Fields
- Date and Date/Time
- Picklist
- Text or Rich Text (255 or 32000 characters)
- File Field (Store attachments within an article)
Article Type Publishing Channels
Internal user
Customer Portal/Customer Community
Public Knowledge base
Category Groups
groups of categories that allow Users to sort and filter articles, much like tagging. Can be organized in a hierarchical structure.
Knowledge Synonyms
Allow users to search using common terms and still locate the correct content.

- Can create synonym groups with up to 6 synonyms each.
- Must create a MINIMUM of 2 synonyms per group
Knowledge Stemming
Users can search for multiple forms of a word at once.
The Stem doesn't need to be identical to the word being searched.
Automatically available - No need to turn it on.
"Read Articles" Profile Permission
provides access to articles tab and articles in general
allows users to publish articles. (on by default in all standard profiles)
"Manage Articles" Profile Permission
Provides access to Knowledge-related Setup pages.
(On by default in the System Administrator Profile)
Article Actions
By default Article Managers can complete all actions (Read, create, edit, delete) on ALL articles. To restrict access create a public group containing article managers and then assign specific actions to the group.
Service Cloud
Helps Manage complet lifecycle of customer service through various channels such as phone calls, emails, websites, and search engines.
Description of a customer's problem, feedback, or question.
detailed descriptions of a customer issue and the resolution of that issue.

Can be attached to a case in progress or an agent can choose to create a new Solution when closing a case.
Solution Categories
Allows users to group solutions together to make them easier to find. Enable Solution Browsing needs to be selected in order to search solutions by category.
Case Escalation Rules (Early Triggers)
Ensures that escalation actions are triggered before the age over specified in escalation rules.
Salesforce SoftPhone
Customizable call control that appears in the footer of the service cloud console or on the sidebar of every salesforce page.
Interaction Log (Service Cloud Console)
Useful for typing comments on cases - can be viewed in activity history on the case layout - can be customized to add fields.
Case Teams
Allow users to grant additional access to their cases and related records - Members can be USERS, CONTACTS, or PREDEFINED CASE TEAMS
Customer Service
Anything after the initial sale of a product or service
Contact Center
Manages Customer requests that come in via phone, and data applications
Call Center
Manages Customer requests that come in via telephone only
Call Deflection
The practice of guiding customers to use other channels than the phone to solve customer service issues.