Salesforce Service Cloud
Salesforce Service Cloud is a tool for your client-facing teams. These teams can support your customers in technical, business to business, business to consumer, or blended ways. The beauty of Service Cloud is that it can be extended to support teams of any size and support need. Salesforce always promotes how much efficiency gains you can get out of the Service Cloud platform. Those efficiency gains are only valuable if your team has them set up for scalable use and is trained on the tools while also being monitored that they actually use the tools. In this blog, we will review 4 features that when rolled out effectively will create success for your teams.
MACROS for Emailing
Email is one of the key support channels for a company. Support doesn’t have to start with email but may get transitioned from a phone call or chat to email if the process requires follow-up. This process in an aging Salesforce account can be counterproductive. An account I worked on once had 4200+ email templates. The number one feedback from leadership was that the team wasn’t even using email templates. They had templates they used most stored on a one drive so they could get to them quickly and send them. This meant links, dates, etc were not maintained and created even more issues for the support teams. A lot of Salesforce accounts have an email template graveyard and with some proper access level, you can make sure that support can only see 100-200 templates of the graveyard. 100-200 is still a lot! If you properly roll out Service Cloud features you can add Macros to your support process. These macros can be named for the thing they may need to do like a refund and can even be limited to only working when refund is selected on a case. This takes the searching away from the user and presents them with what they need. This isn’t effective if you turn all 200 items into Macros without strategy and training.
Using a Macro to Populate the Email Action
Quick Text
You may have a business model that is business to business and business to consumer. Rather than creating email templates for each business model you could create one template and then have quick text that can be used to update the language for the situation. Maybe your brand voice dictates that you address consumers by their first name but b2b clients by salutation and last name. Your team shouldn’t have to type this out every time – give them a quick text and let the system fill it in. If there are quick answers to common questions in chat or email give your team text so they don’t have to copy and paste it from some other source. Our goal for service agents should be to keep them in the same system as much as possible. This quick text can even extend to your Knowledge base. Sometimes your knowledge base has internal and external information and without some customization may not be appropriate for customers so simply pdf’ing your knowledge article for the customer could present challenges. Think of how many times Apple has to answer a warranty claim, phone battery issue, or similar. If there are simple steps that can reset the phone or get the customer to see their warranty information the agent can send that with a quick text from the article in a wrap-up email – saving you an email template.
Quick Text Setup –
Quick Text Usage
Knowledge
As mentioned above some teams need to use Knowledge so that they can ensure team members have the most up-to-date troubleshooting information, product specifications, or other relevant information. Emailing out the information cant ensure that when agents get back from a weekend or vacation that they have that information. Putting it in Salesforce Knowledge ensures that once published, the next time agents load the Knowledge article they are operating off the information you want them to see. Call center employees get into a routine and may not review that article, but by having them attach the article to the case, it makes them acknowledge what they referenced to support the case. This will help you investigate issues when a customer has information that may not have been correct or help in Quality Control audits in support centers.