Service Cloud Use Cases
- Monica Pastor
Start your conversation by asking AllAI Chat to answer like Salesforce Service Cloud consultant to get more accurate and related answers:
I want you to act as a Salesforce Service Cloud consultant. I will ask you questions related to the implementation, configuration, and best practices of Salesforce Service Cloud. Your answers should be concise, informative, and focused on providing solutions or guidance. Do not provide general information about Salesforce; only focus on the Service Cloud aspect.
USE CASE | CONTEXT | PROMPTS |
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Manage Case | You have been assigned a task to handle a Case requests from client to track and manage their issues from beginning to end. A customer submits a case through your website, reporting an issue with the software. You need to manage the case in best possible way. | Provide the details about the task to see how can you approach this: I have been assigned a task to manage a case to handle issue with our application, please provide details on how to handle case in best possible way.Now that you have created a case in your system, you want to process the case in the best way. Let see: How to setup case assignment rules?Dig deeper to get more detailed information: In case of Case assignment rule, Which additional steps would you recommend ?Get the additional information: Which additional steps would you recommend for #5?To know specific details for each scenario, such as steps, configurations, and any other relevant details: How to Set Milestone Actions and Escalation Rules?
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Customer Service and Support with Einstein Bot | Rachel, a Salesforce Consultant at a healthcare agency, provides care for elderly. She learns about Einstein Bots, a Salesforce chatbot to handle customer service more efficiently. She wants to increase adoption by improving Customer service. | How exactly Einstein Bots can benefit: Can you provide example of scenarios for Salesforce Einstein Bot for Customer Service.Dig deeper into the point you need to understand better: For #5 Product recommendation can you provide flow design?Understand step by step configuration for the flow:: Can you provide steps to configure this flow in Salesforce?
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Service Cloud & Zendesk Integration | Rachel has also heard about Zendesk- a complete customer service solution that's easy to use and scales with your business, and want to integrate this solution with Service Cloud. She wants to learn about the integration. | Understand how to integrate Salesforce Service Cloud with Zendesk: How do you integrate Salesforce Service Cloud with Zendesk?Know about the risks of the integration: What are the risks of this integration??
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Digital Engagement Features | Being a Salesforce Consultant, She is looking for a way to respond to messages via different channels for fastest communication. She learns about Digital Engagement. | Understand the feature included in Digital Engagement: What are the features included in Digital Engagement for Service Cloud?Dig deeper to get more detailed information: For #4 what features are included in Social Media integration?Get to know the examples of useful reports: For #8 can you provide example of useful reports for Customer Service team in Salesforce? Understand the tools available for managing case survey: What are the tools available to manage Case survey/feedback with Salesforce Service Cloud?Understand how to proceed further: For #2 can you provide list of good survey apps?
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Customer Support with Email Templates and Macros | To increase productivity and ensure consistent messaging the agent decides to use Email templates. | Learn about the available email templates: Can you provide list of useful email templates for Customer Service agent in Service Cloud?Dig deeper to get more detailed information: For #7, can you provide text of email templates with Salesforce case merge fields?Ask for the list of useful macros: Can you provide list of useful macros in Salesforce Service cloud? Understand the configure steps : For #6 can you provide steps to configure the Macro??
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CTI or Service Cloud Voice | Learn about the Service Cloud Voice. | Learn about differences: What are the difference between CTI and Service Cloud Voice?Dig deeper to get more detailed information: For #2 can you provide steps to configure it?Learn about the configuration steps: For #2 what are the steps to configure if I choose Amazon Connect?Ask for training list for Service Cloud Voice: Can you provide training list for Service Cloud Voice?
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B2C Commerce Experiences with Live Chat | Learn about Live Chat on B2C Commerce site | Ask for step by step instructions to implement Salesforce Live chat: What are the steps to implement Salesforce Live Chat on B2C Commerce site?Dig deeper to get more detailed information: For #2 does it require any development on front end site?Dig deeper on how to display the live chat widget for more than 30 seconds: For #2 how can I display live chat widget only after customer has been on page for more than 30 seconds? |
Exploring different channels for engagement
Being a Salesforce Consultant, She is looking for a way to respond to messages via different channels for fastest communication. She learns about Digital Engagement. Lets look at the feature included:
Type the following prompt:
What are the features included in Digital Engagement for Service Cloud?
Once the customer service agent provide the service to the customer they also need to have a tool in place to track feedback. Lets look at the tools available:
Using email templates and macros
To increase productivity and ensure consistent messaging the agent decides to use Email templates. Lets look at the email templates available:
After sending out an email we want to run a macro for certain actions eg. updating the case status, let see what are the Case Macros available:
Voice of the customer - CTI or Service Cloud Voice
Engage customer with Live Chat on B2C Commerce Sites
