MyTechAidz presents

2 Mins guide to Service

Cloud
Service Cloud Essentials
Cases
Entitlement & Milestones
Live Agent
Omni Channel
Console | CTI

Case management
Email-to-Case : This generates a new Case whenever an
email is sent to the support’s email address. It also
linked the customer’s details with the Case.
Web-to-Case : Allows the customers to submit Cases
directly by filling up the required fields in a web form
Different Workflows and Process Builders can be
created to sort the Cases into their correct Category,
Priority and SLA time.

Different Workflows and Process Builders can be

PRO created to sort the Cases into their correct Category,
TIP Priority and SLA time.

Entitlement and Milestone

Base for providing dedicated support as per the
customer and for tracking the status of the Case for
different priority and status.
‘Business Hours’ can also be taken into consideration for
this.

Live Agent
Customers can directly interact with a live
agent on a website. Live agents get
notification whenever a customer fills the
form and clicks on ‘Chat Now’.

Omni Channel
Automatically route cases, leads, or other work, to the most
appropriate, available employee.
A tool that sits inside of either the Sales or Service Console that,
once enabled and configured, automatically pushes work to
your users in real time.
supports leads, cases, chats, SOS video calls, social posts, orders,
and custom objects

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2 Mins guide to Service

Cloud

configure routing rules to assign cases to agents

through Omni-Channel.

Salesforce Service Console

Service Cloud Console app can be set up to
create a unified experience for an agent by
putting all of the information from customer
profiles, to case histories, to dashboards in one
place.

Computer Telephony Integration (CTI)

used by customer service teams to improve call center interaction.
Combines computer with the telephone system and can be
configured at two levels – Desktop & Call routing
Lowers agent’s average handling time
Improves customer satisfaction by turning clicks into calls.
Allows agents to know about the customer before picking up the
call and auto logging of the information an agent by their notes
during a call.

Service Cloud Add Ons

Knowledge Base | Macros | Communities | FSL

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2 Mins guide to Service

Cloud

Knowledge Base
Knowledge Articles can be enabled, helping
support agents to search for solutions and
attach relevant articles while sending an
email to the customer.

Macros
Macros can be created to complete repetitive tasks in a
single click like sending an email to a customer or
changing the case status.
A macro defines the path of completing a task for the
system and running a macro calls this path of
instruction in the system to perform the necessary
action.
Macros help in saving agent’s time and providing
consistency in work of an agent.

Salesforce Communities
Salesforce Communities
helps in building a self-service portal for more
personalized support and happier customers.

Communities 2 types:
Customer portal | Partner portal

The combination of knowledge & communities allows

customers to find answers to their queries fast, anytime &
without using agent’s time.

Service Wave Analytics

Service wave analytics app brings the power
of wave analytics to Salesforce service cloud.

It allows every service manager to check on

case management, agent efficiency and
channel optimization from anywhere.

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2 Mins guide to Service

Cloud

Einstein Bot
Designed to  mimic your human call center agents.

Enable your customers to quickly and accurately

interact with your company without waiting for a
human agent to become available.

Customers can send messages, ask questions and

take actions based on defined rules and/or
customer input.

Use the Einstein Platform’s Intent service to

interpret customer input.

Bots can present customers with pre-defined

options in menus.

Bots clean up chat after session ends.

Use an End Chat rule action to add conditions that

help the bot sense the natural end of a
conversation and automatically close the session
on behalf of the visitor.

Einstein Article Recommendations

Uses data from past cases to identify Knowledge
articles that are most likely to help your agents
address customer inquiries.

When you set up Einstein Article Recommendations,

you can identify the fields on your Case and
Knowledge objects that are most relevant to solving
your customers’ cases.

When a customer submits a case,Einstein uses that

information to:
Identify the most important information in the
case record
Match that information to the most relevant
articles from your knowledge base
Present those articles to your agents in the
Knowledge Lightning component

Einstein Case Classification

Improve the quality of predicted fields for your agents.

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