Service Cloud Agent Productivity - Learn About Service Console Productivity Tools

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Questions and Answers

What can be automatically included in an email action using predefined field values?

Cc and Bcc recipients (correct)

Email tracking metrics

Custom email signatures

Attachments and subject lines

Which feature allows email notifications to be sent when a case owner changes?

Mass quick actions

Macros

Email templates

Support Settings (correct)

What did Maria plan to do to ensure her agents utilize the new tools effectively?

Demonstrate the tools to her team (correct)

Encourage agents to discover the tools on their own

Create detailed written instructions for each tool

Limit access to the tools until training is complete

Which of the following is NOT a benefit of predefined field values in Quick Actions?

Automatic email tracking Signup and view all the answers

What feature does Maria consider to increase user productivity in the console?

In-App Guidance Signup and view all the answers

Which of the following actions can agents be notified about via email?

Case ownership changes and comments Signup and view all the answers

What was one of Maria's enhancements to the agent's email experience?

Using email templates Signup and view all the answers

How can predefined field values affect the Quick Action called Close Case?

They can preset the Status field to Closed Signup and view all the answers

What is a primary reason agents are feeling overwhelmed at Ursa Major Solar?

They are facing a high volume of cases. Signup and view all the answers

Which issue is associated with agents constantly clicking through records and fields?

Click fatigue. Signup and view all the answers

What task do agents repeatedly perform on multiple cases related to damaged solar panels?

Verifying damage through customer photos. Signup and view all the answers

Which of the following reflects a specific pain point for the agents at Ursa Major Solar?

Agents often have to copy and paste existing text. Signup and view all the answers

What proportion of complaints relates to the oversight in packaging?

Many customers have reported issues. Signup and view all the answers

What benefit do productivity tools provide to agents handling multiple cases?

They minimize repetitive tasks. Signup and view all the answers

Why was Ursa Major Solar experiencing a surge in sales?

Recent media coverage highlighted solar energy benefits. Signup and view all the answers

What is the main focus of Maria's meeting with Sita and Roberto?

Addressing case overload issues. Signup and view all the answers

What is the primary purpose of productivity tools for agents?

To save time and reduce the number of clicks Signup and view all the answers

How much time could Maria potentially save if each of her 100 agents saves 10 clicks a day?

250 hours per month Signup and view all the answers

What feature allows users to run multiple steps in a task with a single click?

Macros Signup and view all the answers

What does the History utility enable users to do?

It shows recently visited records and subtabs Signup and view all the answers

Which productivity tool is used for viewing record details while accessing list views?

Split view Signup and view all the answers

What is a key benefit of using keyboard shortcuts in the workflow?

They allow faster navigation without a mouse Signup and view all the answers

Which tool allows users to modify up to 100 records simultaneously?

Mass quick actions Signup and view all the answers

What is the purpose of using email templates in agent tasks?

To create standardized email formats Signup and view all the answers

What advantage does quick text offer to users?

It provides predefined messages for quick responses Signup and view all the answers

Why might an agent struggle to return to a specific record?

Difficulty in remembering multiple contact names Signup and view all the answers

Study Notes

Service Console Productivity Tools

Ursa Major Solar, a supplier of solar components, has seen a huge spike in sales, resulting in a surge in cases, swamping agents and overwhelming them with click fatigue, copying and pasting, and repetitive tasks.
Maria, the Salesforce admin, identifies top pain points agents face, including:
- So many clicks, causing click fatigue
- Less copy/paste, with agents copying and pasting internal notes, email signatures, and other phrases
- Agents performing the same tasks on multiple cases
- Difficulty returning to records
- Tedious status changes

Console Productivity Tools

Productivity tools help users save time and work with records faster and more efficiently, saving clicks and valuable time.
Maria identifies a list of agent productivity tools to help solve agents' pain points, including:
- Quick text: predefined messages that can be inserted in emails, chats, and more to standardize communication
- Macros: set of instructions to complete a task, performing repetitive tasks with a single click
- History utility: allows users to see recently visited records, copy links without opening the record, and view subtabs in context
- Mass quick actions: edit up to 100 records from any list view, except recently viewed lists
- Split view: open list views while still viewing record details, allowing context switching
- Keyboard shortcuts: work and navigate faster, without a mouse
- Email templates: predefined emails with customizable information using merge fields
- Send email notifications: customize email notifications for users, agents, and contacts

Benefits of Console Productivity Tools

Save time: saving clicks equals saving time, which can be substantial when multiplied by the number of agents and cases
Increase efficiency: tools help agents work faster and more efficiently
Improve user experience: tools provide a better experience for agents, reducing frustration and increasing job satisfaction
Enhance standardization: tools promote standardization in communication and tasks, ensuring consistency across the team

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Description

Learn about the importance and benefits of productivity tools in Service Console, including identifying the right tools for agents and users. Explore how these tools can improve efficiency and outcomes.