14. Salesforce Service Cloud

A Salesforce application designed for managing customer service and support processes. It aims to streamline issue resolution and enhance customer satisfaction.

The primary object in Service Cloud representing a customer support ticket or issue. It stores details about the problem, related customer, and resolution actions.

Individuals responsible for handling cases and resolving customer issues. They utilize Service Cloud features to track, analyze, and respond to requests.

Individuals who configure and manage the Service Cloud environment. They set up automation rules, workflows, and other features to optimize support processes for specialists.

A repository of knowledge articles created by support specialists to empower customers with self-service solutions. It provides answers to frequent questions and troubleshooting guidance.

Actions performed by Service Cloud to automatically route cases based on pre-defined criteria, such as issue type or customer details. This helps ensure cases reach the right specialist.

A feature that enables customers to submit support requests directly via email, which are then converted into cases within Service Cloud.

A feature that allows administrators to set up automatic escalation processes for cases based on pre-defined timelines or conditions. This ensures timely attention to critical issues.

Service Cloud feature that allows customers to submit cases using a form on your website. Streamlines case creation and provides a consistent way for customers to report issues.

Automated instructions that can be activated within a Case to perform repetitive tasks like field updates, email sending, or status changes. Save time, improve efficiency, and reduce tedium for support specialists.

Rules that automatically assign cases to specific users or queues based on predefined criteria, efficiently directing cases to the appropriate support staff.

Automated emails sent to case submitters based on specific criteria. Provide immediate acknowledgment of case creation and can notify about updates.

Define the sequential states a case can be in, controlling status values and creating a consistent workflow for case resolution.

Allow multiple support specialists to collaborate on a single case by giving them access and roles with appropriate permissions.

Knowledge articles, accessible to both support specialists and customers, provide valuable information on common issues and solutions.

Administrators are responsible for configuring features like escalations, auto-assignments, and email-to-case rules to create an efficient support environment. They also create and maintain the knowledge base.

A sequence of automated instructions that users can activate to complete repetitive actions within Salesforce, such as updating fields, changing tabs, or sending predefined emails.

Macros can be used with any object, but are often used with Case records to help support specialists work through cases faster.

Macros are created through a macro builder where the user records a series of actions. The builder provides a slightly modified record page view, highlighting elements that can be interacted with in the macro.

Macros can be configured to only execute instructions based on certain field values, adding a degree of conditional logic to macro automation.

Macros save time by automating repetitive tasks for support representatives, increasing efficiency and reducing tedium.

A feature that allows automatic creation of Case records from submissions through a web form.

Salesforce generates an HTML block that can be pasted onto a web page.

Admins can configure settings such as enabling/disabling Web-to-Case, setting the origin of cases, enabling reCAPTCHA for spam prevention, setting an automatic email response.

Salesforce also provides a tool to customize the HTML form, selecting which fields to include and setting redirect URLs.

Web-to-Case eliminates the need to manually create Case records from customer submissions, streamlining the process and saving time for support specialists.

Automatically creates a Case record from emails sent to a specified email address.

Incoming emails are received by a routing email address, forwarded to Salesforce which will then generate a case record.

It supports automatic email forwarding and is compatible with any email provider. If the sender matches an existing Contact, the Case is linked.

Email-to-Case cannot be disabled once it is enabled.

Email-to-Case helps to automate case creation from incoming customer emails, reducing manual entry and allowing support specialists to focus on resolving issues.

A sequence of criteria that defines how and when a case should be escalated based on time, inactivity, and case criteria.

A feature that allows creation of a repository of written resources (knowledge articles) that helps users self-solve their issues.

A set of predefined steps and statuses that guide the resolution of cases based on their type.

A built-in tool that enables collaboration on cases by allowing access to multiple users based on predefined team roles.

Automated actions triggered based on specific conditions in a case, such as sending emails or reassigning cases.

Rules that automatically assign cases to specific users or queues based on various criteria related to the case.

A reusable set of actions that can be applied to a case to speed up the resolution process and improve efficiency.

A tool that manages customer support interactions and provides tools for resolving customer issues efficiently.

The user responsible for interacting with customers, handling their inquiries, and resolving their issues.

The user responsible for managing and configuring the Service Cloud platform, ensuring its proper functioning, and optimizing settings to meet business needs.

Indicates that the case is complete and can no longer be edited.

Refers to the stages or phases a case goes through during its resolution process.

The user responsible for providing guidance and expertise on specific product or service areas to support agents.

A Salesforce application that offers tools and features for providing customer support.

A record representing a customer support issue or request.

A group of users or contacts assigned to a case for collaborative support. Each member has specific access roles.

A set of scripted instructions to automate repetitive actions on a Salesforce record page.

An ordered sequence of states for a case record, based on the values in the Status picklist field.

A sequence of criteria that determine when and how a case should be escalated, usually involving reassignment or notifications.

A feature within Salesforce that allows creating and managing written resources known as Knowledge articles.

A document within Salesforce Knowledge that contains information on a specific topic.

A way of differentiating between different types of records in Salesforce, typically used to reflect different business processes.

A place where records can be held waiting for someone to work on them. Users must 'take ownership' of the case from the queue before working on it.

A dock at the bottom of a Lightning app which contains quick access tools, usually used for automation.