Service Cloud Basics - Resolve Cases Faster

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Questions and Answers

What is a key benefit of using the Service Cloud platform?

Enabling customers to resolve cases on their own (correct)

Reducing the number of service agents

Disabling customer self-service

Increasing escalation rates to managers

What is referred to as an 'article' in the knowledge base?

Any type of information in the knowledge base (correct)

Only frequently asked questions

Only information on a process

Only product default reset information

What is a feature of Experience Cloud Templates?

Limiting the use of artificial intelligence

Enabling the infusion of data from any system, anywhere (correct)

Requiring custom coding to build a branded self-service site

Disabling customer access to experts and groups

What is the primary benefit of using macros in the Service Cloud platform?

To automate repetitive tasks and save agents time Signup and view all the answers

What is the purpose of Salesforce Einstein in Experience Cloud?

To automatically recommend experts, groups, and content Signup and view all the answers

What is a benefit of integrating a knowledge base into the Service Console?

Agents can access and share customer information with a click Signup and view all the answers

What does a macro allow an agent to do?

Group a set of instructions to complete a task with a single click or keystroke Signup and view all the answers

What is the collective wisdom of a company used for in the Service Cloud platform?

To build a knowledge base Signup and view all the answers

Why are macros useful in the Service Cloud platform?

They reduce the time spent on repetitive tasks Signup and view all the answers

What is an example of a task that can be automated using a macro?

Updating the status of a case Signup and view all the answers

What is a feature of the Service Console?

Agents can access and share customer information with a click Signup and view all the answers

What is a benefit of using Experience Cloud?

Customers can create and resolve cases on their own Signup and view all the answers

What is the result of using macros in the Service Cloud platform?

Agents have more time to focus on complex tasks Signup and view all the answers

What is the purpose of Salesforce Knowledge?

To integrate the entire knowledge base into the service website Signup and view all the answers

What is mentioned in the resources section of the content?

Examples of popular macros Signup and view all the answers

What is the focus of the next unit in the content?

Omni-Channel Routing for the entire contact center Signup and view all the answers

Study Notes

The Basic Building Blocks of Fast Case Resolution

The Service Cloud platform enables service agents to have all the necessary information at their fingertips, allowing them to resolve cases quickly and rarely escalate cases to a manager.
The platform also allows customers to answer their own questions, or even help solve tough cases, making service delivery easier.

Tap Into the Power of Customer Insights with Experience Cloud Sites

Experience Cloud Templates enable building branded self-service sites quickly and easily.
The Service Cloud platform connects service and sales, allowing infusion of data from any system, anywhere.
With Experience Cloud, experts, groups, and content can be automatically recommended using Salesforce Einstein's artificial intelligence (AI).
Customers can create and resolve cases on their own, and escalate support cases instantly if necessary.
Agents can access and share customer information with a click, right from the Service Console.

Find Answers Fast with Salesforce Knowledge

The Service Cloud platform integrates the entire knowledge base into the service website and the Service Console.
The knowledge base is built by sourcing information from the collective wisdom of the company, and can contain various types of information, referred to as articles.
Articles can include frequently asked questions, information on processes, and more.

Automate Common Tasks in the Service Console Using Macros

Macros are productivity tools for agents that group a set of instructions to complete a task, triggered by a button or keystroke.
Macros automate repetitive tasks, saving agents time and allowing them to focus on solving customer problems.
Examples of macros include automating the update of a case status, and many other time-saving tasks.

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Description

Learn about the building blocks of fast case resolution, enabling service agents to resolve cases efficiently and customers to answer their own questions.