Service Cloud Agent Productivity - Use All the Service Console Productivity Tools Together

Questions and Answers

What is the primary purpose of Maria's demo?

To show off the new agent productivity tools (correct)

To introduce the concept of macros

To demonstrate the functionality of the History utility

To explain the concept of split view

How does Maria open a case from split view?

By clicking the vertical bar at the very left of the console (correct)

By running a macro

By navigating back to a list view

By clicking the History utility

What action does Maria's macro perform?

Updates the case status to closed

Adds a new task to the case

Sends an email to the customer requesting photos of the damage (correct)

Deletes the case record

How does Maria access the keyboard shortcuts panel?

By navigating to the Help Menu and clicking View Keyboard Shortcuts Signup and view all the answers

What is the purpose of Maria's fake case?

To set up a demo for her colleagues Signup and view all the answers

What happens after Maria runs her macro?

An email is sent to the customer requesting photos of the damage Signup and view all the answers

What is the secondary purpose of Maria's demo?

To show agents where to find other keyboard shortcuts Signup and view all the answers

How does Maria close the macro utility?

By clicking the Done button Signup and view all the answers

What is a benefit of using Quick Text in Salesforce?

It allows users to insert pre-written text into emails, saving time and effort. Signup and view all the answers

What is the keyboard shortcut to insert Quick Text in Windows?

Ctrl+. Signup and view all the answers

What is a key limitation of mass quick actions in Salesforce?

They cannot be used on the Recently Viewed list. Signup and view all the answers

How can users access the History utility in Salesforce?

Both a and b. Signup and view all the answers

What does the Apex QuickActionDefaultsHandler interface allow developers to do?

Override email field values based on complex logic. Signup and view all the answers

What are the benefits of using keyboard shortcuts in Salesforce?

All of the above. Signup and view all the answers

What is the purpose of the "Replacement Owner" mass quick action in the scenario?

To assign cases to a different agent for processing. Signup and view all the answers

What is the purpose of the "Email" action in the scenario?

To send an email to the customer confirming the replacement. Signup and view all the answers

What is the purpose of the "History" utility in the scenario?

To view a list of all the records that have been accessed by the user. Signup and view all the answers

What is the main purpose of using the "Apex QuickActionDefaultsHandler" interface?

To customize email actions based on specific conditions. Signup and view all the answers

Study Notes

Agent Productivity Tools in Service Console

Maria demonstrates various agent productivity tools to Sita, Roberto, and all-star agents, showcasing their capabilities to improve agent efficiency.

Working with Split View

Split view allows agents to work on multiple cases simultaneously, reducing navigation time.
To open and close split view, click the vertical bar at the very left of the console.

Running Macros

Macros automate repetitive tasks, such as sending emails to customers requesting photos of damage for replacements.
To run a macro, click Macro in the utility bar, select the macro, and click Run Macro.
The macro runs on the open case record, and once completed, click Done.

Keyboard Shortcuts

Keyboard shortcuts reduce clicks and improve navigation for agents, especially those who navigate without a mouse.
To open the keyboard shortcuts panel, go to the Help Menu and click View Keyboard Shortcuts or use the shortcut Cmd+/ on MacOS or Ctrl+/ on Windows.

Inserting Quick Text

Quick text helps agents add content to emails quickly.
To insert quick text, use the quick text button in the email toolbar or use the keyboard shortcut Cmd+. on MacOS or Ctrl+. on Windows.
Select the quick text to enter, and it will be inserted into the email.

Performing Mass Quick Actions

Mass quick actions enable agents to perform actions on multiple cases at once, reducing clicks and time.
To perform mass quick actions, select cases in the list view, click the mass quick action, fill out the action details, and click Save and OK.

Viewing History

The History utility allows agents to view a list of records they've visited.
To open the utility, press H on the keyboard or click History in the utility bar.
Agents can also copy links for records in one click.

Advanced Productivity Tools

Apex QuickActionDefaultsHandler interface overrides email field values based on complex logic.
Salesforce Flow for Service gives users a to-do list and associates records to flows using Salesforce automation tools.