INDUSTRY KNOWLEDGE

Explain the factors that influence key contact center metrics, KPIs, and business challenges

• Use Dashboards to measure Contact Center Metrics
• CSAT: Customer Satisfaction
• Business challenges: service quality and consistency
  • Validation rules
  • Support Process (interaction channel based)

Explain the uses cases and benefits for different interaction channels.

• Phone
• Email
• Web
• Mobile
• Social
• Live Chat

Identify challenges and considerations for business continuity in the contact center.

• Entitlement
• SLA (Service Level Agreement)

Compare and contrast the different types of contact centers and their business drivers (Help Desk, Product support, Telesales, Service, Field service/depot repair, B2C, B2B, etc.).

• Service Console (cases)
• Sale Console (lead, opportunity)
• Marketing
• Internal

Identify the core tenets of KCS.

• KCS Overview.png
• Principles
  • Abundance: the more we share the more we learn
  • Create Value: work tasks while think big picture
  • Demand Driven: knowledge is a by-product of interaction
  • Trust: Engage, empower and motivate
• Core Concepts
  • Transformation and Continuous Improvement
    • Double loop:
      • Loop A (Solve Loop - event level): The activity of getting work done
      • Loop B (Evolve Loop - organisational level): The bigger picture of what is happening across many A loop events and is what management focuses on
  • Buy-In At All Levels: Invite participation and offer options for engagement
  • Leadership is Required: Drive Organisational Change and Sustain Engagement
    • Create a vision that includes:
      • a compelling purpose - a simple value proposition
      • a mission statement - our approach to achieve the purpose
      • explicit values - acceptable behaviour in achieving the purpose
      • the brand promise - attributes of the relationship with those we serve

Describe how various components of a contact center can solve different business challenges.

• CTI (Computer Telephony Integration)

IMPLEMENTATION STRATEGIES

Given a scenario, determine how to facilitate a successful consulting engagement (plan, gather requirements, design, build, test and document).

Example: building customer satisfactory survey
Create Custom Object -> Add Customer Fields and Relationships -> Add Tab -> Adjust Layout

Given a scenario, determine appropriate contact center deployment strategies.

Track Entitlements and Service Contracts; Omni-channel support; Manage process with workflow and approvals

SERVICE CLOUD SOLUTION DESIGN

Given a scenario, analyze customer requirements to determine an appropriate solution design considering capabilities, limitations and design trade-offs.

Analyzing customer requirements for service cloud solution design

Custom Object->Custom Fields & Relationship

Distinguish when it is appropriate to include custom application development or third-party applications.

Extending the Service Cloud with Custom Application Development and Third-Party

Distinguish the key components that contribute to performance optimization within a design.

• Lookup filter
• Validation Rule including error message/location
• Remove Tab if that is no the common entry point
• Click path

Describe the user experience requirements that can be solved by the Salesforce Service Console.

• Getting information quickly with less clicks (subtabs, actions, list views)
  • Custom List View (Filter Criteria, Fields to Display, Restrict Visibility)
  • Primary tab vs sub tab
  • Choose List Placement
  • Enable Tab Limits
• Interaction Log (only available in Classic): fixed area in the console
  Case Layout (can also attached to another object)-> Layout Properties -> Check Interaction Log-> Interaction Log Assignment -> Need to reopen record to see change of interaction log
  Interaction Log Layout: to customised interaction log with custom fields.
• Service console custom component (lookup, related list, etc.)
  Case Layout -> Custom Console Component
• Service console keyboard shortcut
• Service console Macro(profile overview -> object setting)
• Service console integration toolkits (classic)/ Lightning Console JavaScript API
• Adjusting the service console setting (console app settings)

KNOWLEDGE MANAGEMENT

Explain the knowledge article lifecycle including creation, publishing, consumption, and feedback.

• Enable Knowledge (no reversible)
• Knowledge lifecycle: creation -> publishing -> consumption -> feedback (thumb up/down)
• Managing Knowledge adoption and maintenance
  • app manager -> service console -> add Knowledge in the selected item tab

Given business process requirements, determine the appropriate approach to manage Knowledge adoption and maintenance.

• Install Knowledge Base Dashboard and Report and customise from there

Given a set of requirements, determine how to configure data categories, article types, articles, and publishing workflow.

• Prerequisite: Enable Lightning Knowledge
• Steps:

1. Create Data Category groups (5 max, 3 active at a time). For example, Sales Regions, Products, etc.
2. Configure Default Visibility Settings for each category group
3. Create Hierarchy of categories

• Create Knowledge Record Types -> Assign Layout for each record type per profile
• Enable Knowledge Sidebar in the service console: case layout -> layout properties-> check Knowledge sidebar
• Knowledge publishing workflow

1. Creating a new article
   1a. Choose a record type for this Knowledge
   1b. Fill in information and publish status is "Draft"
   1c. Setup article visibility
   1d. Setup data category
   1e. optional change record type
2. Publish draft article either now or schedule
3. You can set up workflow rule for Knowledge

Distinguish the key factors to consider when designing a Knowledge data migration strategy.

• Setup -> Import Articles (csv files, specify import parameters, zip your files (csv file, the property file, any related HTML/image file)

INTERACTION CHANNELS

Describe the use cases and functionality for each interaction channel including mobile, phone, email, web, chat and social media.

Basic: Setup -> Service -> Support Processes-> New Support Process (per channel)

Mobile Interaction Channel

1. Create a new Case Record Type for mobile
2. Associate that record type with its corresponding support process

Phone(Telephony - CTI related) Interaction Channel

1. Create a new Case Record Type for Telephony
2. Associate that record type with its corresponding support process

Email Interaction Channel

1. Create a new Case Record Type for Email
2. Associate that record type with its corresponding support process

Differentiate between the available email-to-case and web-to-case solutions and explain how to configure each.

Email-to-case vs On-demand Email-to-Case

Details	On-Demand Email-to-Case	Email-to-Case
Business case:	Keep email traffic outside your network’s firewall and refuse emails larger than 25 MB	Keep email traffic inside your network’s firewall and accept emails larger than 25 MB
Set up:	Requires you to set up Salesforce Apex email services to turn emails into cases	Requires you to download and install the Email-to-Case Agent on your local machine to turn emails into cases
Maximum number of emails converted to cases each day:	Number of user licenses multiplied by 1,000, up to a daily maximum of 1,000,000	2,500
Email size limit, including header, message, and attachments:	Under 25 MB	Over 25 MB

• Email to Case
  • Set up the case owner, priority and origin as well as Case Record Type (i.e. Email)
  • Adding Emails Related Lists to Case Page Layout
  • Set up email template for effective case communication
    • Merge fields: pulling information from different objects

Web-to-case

• Web-to-case HTML Generator (choose available fields, visibile in self-service portal or not, enable spam filtering or not)

Chat Interaction Channel

• Create Support Processes
• Create Case Record Type
• Enable Live Agent: Live Agent Settings -> Check Enable Live Agent-> Note down the Live Agent API endpoint
• Check user(s) as Live Agent User
• Create Live Agent Skills (only available via classic) to assign them to users and/or profiles
• Create Live Agent Configurations: New -> Live Agent Configuration Name (e.g Technical Support), Chat capacity, etc. -< Assign users & profiles -> Supervisor settings (chat monitoring, whisper messages, agent sneak peek) -> Assign skills to this configuration
• Create Live Agent Deployment: New -> Live Chat Deployment Name (e.g. Technical Support), Chat Window Title, Chat Window Branding (which requires force.com site), etc. -> Generate a <script> code which can be used for deployment
• Setting up live agent in service console: apps-> service console app -> check "include live agent in this app" -> check "include suggested articles from Salesforce Knowledge in live chat"
• Creating Live Chat Button: upload images to static resource-> Chat Buttons and Automated Invitation-> New-> Chat Button Customisation -> Generate Chat Button Code -> Note down this code
• setup force.com site
• Enable Omnichannel and Creating Service Presence Status (e.g. Online - Live Chat and then associate Live Agent as its service channel)
• Adding the supervisor panel: Service Cloud Custom App-> Add "Live Agent Supervisor" as selected items-> Set up Live Agent Supervisor as "Default-On" for the right profiles

Social Media Interact Channel

• Create Support Processes
• Create Case Record Type

Chatter Groups as Internal interaction Channels

• Group Email

Explain the Open CTI features, architecture, and implications.

Explain the design considerations (user interface, user profiles, objects to expose, sharing model, reporting, etc.) and best practices when configuring an interaction channel solution (mobile, phone, email, web, chat, or social media).

Interaction Channels UI Design Considerations (help text, meaningful label, validation rule, look up filter, iterate to find out most required fields to display)

Interaction Channels Profile Design Considerations

• Object Permission
  • Case
  • Entitlement
  • Knowledge
• Case Tab Settings
• Case Layout Assignment (per record type)
• Assigned Apps

Interaction Channels Sharing Settings Design Considerations (Case Sharing Rules, etc.)

• Rule Type: Based on record owner or based on critieria
• Select which records to be shared: owned by members of Public Groups/Roles/Roles and Subordinates
• Select the users to share with Public Groups/Roles/Roles and Subordinates

Interaction Channels Reporting Considerations

• Use Case as the primary object
• Custom Report Type

Case feed configuration and customisation

• Case Layout -> Feed View -> Feed View Options/Publisher Options/ Log a call action fields/Change Status Action Fields/ Email Action Options/Case Feed Tools/Feed Filter Options
• Adding Email Action to Case Feed: Edit Case Layout-> Quick Actions->Add the right Email action to "Quick Actions in the Salesforce Classic Publisher"
  • Case Layout -> Feed View ->Email Action Options (available fields, available header fields, email tools, enable rich text editor)
• Kanban View (change from List View)
• Lightning Record Pages
• Case Closure Layout

CASE MANAGEMENT

Given a set of requirements, design a case management solution from case creation to closure including case assignment, case escalation, case resolution, and case disposition.

Case Creation

How are cases born?

What are the needs?

Data Capture

Who

External - Customers

Internal - Employees

• Enhancement Request
• Bug Fixes

Partners

• Community (partner community)

Queues

• Interaction channel specific queue (may also be skill specific)
• Queue Members (public group/role/role and subordinates/users)
• Queue Email
• Add Case Object
• Case Owner

Case Closure

Case Assignment (only one active per project at a time)

• Add custom fields (e.g. check box) to categorise the case
• Add the fields to the corresponding layout
• Create assignment rule based on these fields
• Case Layout -> Layout Properties -> Check Default for Case Assignment CheckBox

Omni-Channel for Routing of Cases

• Enable Omni-Channel in Classic
• Create service channels
• Routing Configuration: Configuration Name-> Overflow Assignee->Routing Priority -> Routing Model (Least Active/Most Available) -> Push Time-Out (seconds) -> Units of Capacity or Percentage of Capacity-> Go back to the corresponding queue to add the routing configuration to it
• Create a presence status (online/busy) for the specific Omni-Channel
• Create Omni-Channel Permission Sets per presence status
  • Inside permission set, you can set up service presence statuses access and then assigns it to the corresponding user(s)
• Add Omni-channel to the service console footer: apps -> service cloud-> edit-> choose console components -> Omni-Channel
• Add Sidebar Component to the service console: Case Layout -> Custom Console Component
• Adding Fields to Page Layouts and Related Lists for Improved Usability

Case Escalation

• Case Escalation Rules (one active at a time, with ordered rule entries)
• Monitoring Case Escalations (system admin can manually leave escalations from here)

Case Resolution

• Close Case Button -> Close Case Layout -> Add and arrange fields
• Validation rules upon close closure
• Workflow based on Call Result to close case

Case Disposition

• Log a Call Activity Management
• Add a task accordingly (e.g.call result, call type, call duration, etc.) -> Open Activities
• Customise a button/action with visualforce component
• Activity History
• Workflow rule (e.g. after x times of unsuccessful call)

Path

1. Name your Path and Choose an Object (i.e Case), Recort Type and the picklist whose value used as the path steps
2. Select Fields to display (at most 5) per step and provide guidance for Each Step in the Path
3. Active the Path

Describe the relationships between cases and other areas such as assets, entitlements, work orders, Communities, Live Agent, and Knowledge.

Given a set of KPIs, determine the appropriate case management solution.

Explain the capabilities, use cases, and how to configure the service entitlements in Salesforce.

Entitlement Settings: Enable Entitlement Management, Enable Entitlement Versioning, Entitlement-related Lookup Filters on Case Fields, Milestone Feed Items, Milestone Tracker Time Settings, Milestone Time Settings

• Entitlement Process
  1. Entitlement Process Type - Case/Work Order
  2. Entitlement Process Information (Name, Description, Active, enter/exit criteria, business hours)

Explain the use cases, capabilities and limitations of Visual Workflow important to case management.

• Example: Satisfactory Survey Flow (note that you can distribute the Flow Using the Utility Bar)

Identify capabilities for managing cases using social media (Social Hub, Salesforce for Twitter and Facebook).

Improve Agent Productivity by Bundling Multiple Case Actions in Macros

• Add Macros to Utility Bar
• Create Macros
  • Select Active Case Tab
  • Add Instruction

Creating a self-service community to increase case deflection (i.e. reduce case)

• Lightning blot - community template selection
• CMS Connect to connect to an external CMS source (e.g. AEM, Drupal, etc.)

Field Service Lightning

1. Field Serving Settings -> Enable Field Service Lightning
2. Give Users Access to Field Service Lightning
3. Set UP YOur Service Region
4. Set Up Your Workforce
5. Set Up Time Tracking
6. Set Up Work Orders
7. Set Up and Manage Your Inventory
8. Set Up Service Reports
9. Get Field Service Lightning Data

CONTACT CENTER ANALYTICS

Given a set of desired metrics, determine the appropriate reporting solution taking into account data sources, data volume, and various contact center technologies (ACD, IVR, PBX, etc.).

• IVR (Interactive Voice Response) is a technology that allows users (usually callers) to obtain information from a phone system without the assistance of an operator.
• ACD (Automatic Call Distribution) technology automatically routes calls to phone agents based upon organizational rules.
• A PBX (private branch exchange) is a telephone system within an enterprise that switches calls between enterprise users on local lines while allowing all users to share a certain number of external phone lines.

Given a scenario, evaluate the considerations when designing reports and dashboards to serve different stakeholders (agents, supervisors, managers, executives).

INTEGRATION AND DATA MANAGEMENT

Given a scenario, analyze the implications and design considerations of large data and transaction volumes.

• Defer Sharing Calculation (not enabled by default)

Explain the use cases and considerations common to contact center integration patterns.

• CTI integration
  • Adapter (under Call Centers)
  • Manager Call Center Users
  • Add CTI to Utility Bar