Create a custom product bug object and import the data into salesforce
Reference the product bug data in Salesforce via Lightning Connect.
Use SOAP API to integrate the external database with salesforce.
Use Bulk API to load the product bug data into salesforce.
Salesforce for Twitter
Follow the SMEs to receive automatic updates when they add case comments
@mention the SMEs on the case Chatter feed and follow the case
Bookmark all the comments related to the issue from the SMEs
Use hashtag (#) to track the customer case and SMEs comments
Service Cloud portal
Creating a button to send an email response and re-queue the case
Displaying real time visual indicators when lists and records are changed
Providing a Knowledge sidebar to suggest a solution related to the case
Displaying a technical diagram of a registered product related to the case
Displaying basic data from a legacy enterprise resource planning system
Create a workflow rule to assign a task to all a members of a queues if a case has NOT been accepted by an agent
Assign case to queues and use escalations rules to escalate cases that have NOT been accepted by an agent
Use case auto-response rules to send an email to support managers within one hour of case creation.
Create a workflow rule to send an email to support managers when a case is created and assigned to queues.
Eliminates tracking of customer entitlements
Uncovers gaps in the knowledge base
Replaces the need for an email channel
Reducing incoming call volume
Allows customers to follow Chatter feeds
Allows customers to search a knowledge base
Allows customers to customize their user interface
Allows customers to search documents in Content
Allows customers to submit ideas and answers
Number of cases created in the portal
Number of calls deflected using IVR
Number of portal logins per day
Number of emails compared to portal cases
Create a dashboard for articles submitted by agents & approved for publication
Measure & reward agents based on the # of new articles submitted for approval
Require agents to check a box on case when submitting a new suggested article
Measure & reward agents based on the # of new articles approved for publication
Use an escalation rule to move cases into the product manager queue
Use a workflow rule to send an email to the product manager
Use Chatter case feed and case teams to monitor cases
Use an assignment rule to assign new cases to the product manager
Supervisors to investigate those cases...
Identify those cases and assign to the closure team...
Use auto response rule to send an email...
Use escalation rule to send an email...
Number of closed cases
Number of lead referrals
Number of outbound calls per day
Number of attempts to contact
Enable the Knowledge sidebar related list on the case page layout
Create a Service Cloud console and enable the Knowledge sidebar on the case page layout
Enable the Knowledge sidebar setting in the case support settings
Create a Visualforce page called Knowledge sidebar on the case page layout
Use salesforce data loader to load and cleanse the data.
Use the salesforce import wizard to load and cleanse the data.
Cleanse the data outside of salesforce and then migrate the data.
Upload the data into salesforce and then run the native de-dupe tool.
To receive multiple calls at one time
To report the caller's background information
To use speech recognition to direct calls
To route calls to different agents
Make knowledge base articles and community answers accessible on its website.
Redirect users from the company site to social media forums about the products.
Hire contact center representatives that specialize in each of the product categories.
Make contact center representatives accessible 24/7 to distribute the call volume.
Create a custom Visualforce page to display case list view, external system and Knowledge articles
Configure the Service Cloud console, integrate the external system, and enable Knowledge
Configure the Service Cloud console, add Visualforce components, and activate the Knowledge sidebar
Configure the agent console and display the articles, case view, and external system custom object
Allow administrators and trusted community members to escalate a question into a case.
Create a draft Knowledge article from a reply using the promote article button.
Use the close and resolve button on the case page layout to close a case and mark the question resolved.
Display up to three category groups to help organize questions for easy browsing.
Create a visual force page that retrieves payment information via a web service call-out.
Import payment data into Salesforce and add to the contact page layout as a related list.
Create a custom web service to handle invoice inserts and updates from the billing system.
Create a custom tab with type URL that displays a search page from the billing system.
Use workflow rules to send an email to the customer
Use escalation rules to assign the case to a case queue
Use auto-response rules to send an email to the customer
Use assignment rules to assign the case to a case queue
Implement Service Cloud portal with Knowledge.
Implement enterprise admin portal with content.
Implements partners' portal with knowledge.
Implement service cloud portal with content
Create a separate .csv file for each article type
Use change sets to import data categories
Map articles with HTML sections to rich text area fields
Use the data loader to import unstructured articles