Assign the Salesforce CTI license to Salesforce users
Install an adapter from AppExchange to work with third-party CTI systems.
Use Apex to create an adapter to work with third-party CTI systems.
Create a SoftPhone layout and assign to user profiles.
Assign the correct Salesforce users to the Call Center
Allows customers to search documents in Content
Allows customers to customize their user interface
Allows customers to follow Chatter feeds
Allows customers to search a knowledge base
Number of customer ratings
Number of approved articles
Number of article votes
Number of archived articles
Create the profile-based category visibility settings.
Create the article types and fields.
Create the data category groups and hierarchy.
Compress the CSV, HTML, and image files for the article types.
Set the organization-wide default to private and create sharing rules for the FAQ article type.
Enable the Manage Articles permission for the bublisher profile land‘assign it to users.
Hide the Article Management tab for users who should have read-only access to articles.
Create a publisher profile that includes create access on the FAQ article type.
Use escalation rules for notifications and case teams to monitor cases.
Use escalation rules for notifications and account teams to monitor cases.
Use workflow rules for notifications and case teams to monitor cases.
Use workflow rules for notifications and account cases
Enable article submission during case close.
Enable article customization for open cases.
Enable suggested articles on new cases.
Enable agents to create their own personal articles.
Create an email template to send articles as PDF attachments
Streamline the agent interface.
Implement team productivity dashboards.
Offer support through Facebook and Twitter.
Enable templates for written responses
Assign a global team of experienced agents and leaders to create a common design template and report structure.
Assign teams in each major contact center to design a solution unique to its needs and have an analyst build a con
Recommend utilizing out-of-the-box functionality to reduce cost and ensure one worldwide process and reporting.
Recommend that the VP of Worldwide Support design a global template to provide a clear vision and standardization
Activate the Knowledge sidebar within the Salesforce Console for Service.
Activate the Knowledge sidebar on the case detail page.
Create a Knowledge Visualforce component on the case detail page.
Create a Knowledge Visualforce component within the Salesforce Console for Service
A. IIt is an intermediary between a telephony system‘and‘a Salesforce call center user.
IIt is a server-based software program that controls the behavior of a Salesforce SoltPhone.
It allows voicemails to be captured and stored as attachments on cases.
It utilizes the SofiPhone capability from within Salesforce application.
Customer Chatter groups
Have agents provide customers with portal registration instructions when working a case.
Create active customers as portal users and send them email notifications.
Identify active customers and send them registration instructions via email
Have agents manually create users when portal access is requested by customers.