Questions and Answers
What can be automatically included in an email action using predefined field values?
Which feature allows email notifications to be sent when a case owner changes?
What did Maria plan to do to ensure her agents utilize the new tools effectively?
Which of the following is NOT a benefit of predefined field values in Quick Actions?
Signup and view all the answers
What feature does Maria consider to increase user productivity in the console?
Signup and view all the answers
Which of the following actions can agents be notified about via email?
Signup and view all the answers
What was one of Maria's enhancements to the agent's email experience?
Signup and view all the answers
How can predefined field values affect the Quick Action called Close Case?
Signup and view all the answers
What is a primary reason agents are feeling overwhelmed at Ursa Major Solar?
Signup and view all the answers
Which issue is associated with agents constantly clicking through records and fields?
Signup and view all the answers
What task do agents repeatedly perform on multiple cases related to damaged solar panels?
Signup and view all the answers
Which of the following reflects a specific pain point for the agents at Ursa Major Solar?
Signup and view all the answers
What proportion of complaints relates to the oversight in packaging?
Signup and view all the answers
What benefit do productivity tools provide to agents handling multiple cases?
Signup and view all the answers
Why was Ursa Major Solar experiencing a surge in sales?
Signup and view all the answers
What is the main focus of Maria's meeting with Sita and Roberto?
Signup and view all the answers
What is the primary purpose of productivity tools for agents?
Signup and view all the answers
How much time could Maria potentially save if each of her 100 agents saves 10 clicks a day?
Signup and view all the answers
What feature allows users to run multiple steps in a task with a single click?
Signup and view all the answers
What does the History utility enable users to do?
Signup and view all the answers
Which productivity tool is used for viewing record details while accessing list views?
Signup and view all the answers
What is a key benefit of using keyboard shortcuts in the workflow?
Signup and view all the answers
Which tool allows users to modify up to 100 records simultaneously?
Signup and view all the answers
What is the purpose of using email templates in agent tasks?
Signup and view all the answers
What advantage does quick text offer to users?
Signup and view all the answers
Why might an agent struggle to return to a specific record?
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
Studying That Suits You
Use AI to generate personalized quizzes and flashcards to suit your learning preferences.
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.