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Service Cloud and Case Management in Salesforce

Service Cloud and Case Management in Salesforce

What You’ll Learn


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What Is Service Cloud In Salesforce?

“Service Cloud” in Salesforce refers to the “service” (as in “customer services”) module in salesforce.com. It also encompasses features such as the Public Knowledge Base, Web-to-case, Call Center, and Self-Service Portal, as well as customer service automation (e.g. escalation rules, assignment rules). It is designed to allow you to support past, current, and future clients’ requests for assistance with a product, service, billing, etc.

Service Cloud in Salesforce allows users to automate service processes, streamline workflows and find key articles, topics, and experts to support the agent. The purpose is to foster one-to-one marketing relationships with every customer, across multiple channels, and on any device. Service cloud can “listen” and respond to customers across a variety of social platforms and automatically route cases to the appropriate agent.

Social customer service is integrated with the Salesforce Customer Success Platform, which allows the social team to gather a comprehensive picture of the customer to inform responses. Service Cloud is built on a SaaS model.

Important objects in the Service application

  • Case
  • Solution(Now, Knowledge Article is used in Lightning)

What Is Case Management In Salesforce?

Cases are used to track support issues. If a customer purchases a product or service and calls in for support, this would get tracked(like his problem, a solution provided, or not, who provided the solution, problem solved or not) using a case record. A case can be a customer’s question or feedback. An open case is unresolved while a closed case is resolved.

An example of a case could be like imagine a company “XYZ” do buy a laptop from a laptop manufacturing company “ABC” and then XYZ faces some issue related to the laptop, so, they communicate with company ABC and now, all that conversation, a solution provided, a problem faced, all can be found on a case record page. 

Support agents can review access to see how they can deliver better services. While sales representatives can use cases to see how they affect the sales process as responding to your cases keeps your customers happy and enhances your brand.

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What Are The Important Fields In Salesforce Service Cloud?

1. Status

It is a required field that describes the status of a Case such as New, Working, Escalated, or Closed.

2. Case Origin

It is also a required field and describes the origin of the case which can be Phone, Email, or Web.

3. Contact Name

It stores the ID of the associated contact which describes that this case is related to this contact/customer.

4. Account Name

It stores the ID of the associated Account to the case which describes that this case is related to this account/company. It is auto-populated when we select Contact but can be changed later also.

5. Parent Case

It stores the ID of the parent case in Case Hierarchy.

6. Assign Using The Active Assignment Rule

It is only available when submitting cases manually from UI. When checked it uses the active assignment rule to assign the case to a user/queue. Otherwise, the case is assigned to the user who is submitting the record.

7. Send Notification Email To Contact

This checkbox when checked sends a notification to the Contact/Customer stating that their case has been registered within our organization and will be resolved soon.

8. Web Email/Phone/Company/Name

All these fields get filled automatically when a case is submitted through our Web-Form or Email. These fields are different from the Contact Email/Phone/Name and Account Name. Also, these fields are only visible on the records submitted through other channels like the web or Email.

9. Case Number

Assigned automatically when each case is inserted. It can’t be set directly, and it can’t be modified after the case is created. It is used to uniquely identify a record.

What Are The Related Lists In Salesforce Service Cloud?

1. Case Comments

Case comments let support agents add, edit and delete public and private comments on a case. All comments appear in this related list and can be private or publicly available to a case’s contact on the customer portal, self-service portal, or chatter answers. Comments can be made private or public depending on the sharing model.

2. Case History

This related list tracks the changes to the case. Anytime a user modified any of the standard or custom fields whose history is set to be tracked on the case, a new entry is added to the Case History related list. This list is not editable.

3. Case Teams

A case team is a team of users that work together on a case. For example, it may include support representatives, a support manager, and a product manager.

Every member of the Case team has a particular role assigned that determines access to the case, like Read Only or Read/Write, and also whether the user is visible to users in the customer portal or not.

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