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+2,500 points
Superbadge

Case Lifecycle Superbadge Unit

Tackle cases in the Service console by utilizing your expertise as an agent.

~1 hr

Case Lifecycle Superbadge Unit

What You'll Be Doing to Earn This Superbadge

  1. Create cases with a support process.
  2. Solve cases with a multi-step case resolution.
  3. Manage cases with an automated process.

Concepts Tested in This Superbadge

  • Service Agent Console
  • Cases
  • Case Email

Prework and Notes

Sign Up for a Developer Edition Org with Special Configuration

To complete this superbadge unit, you need a special Developer Edition org that contains special configuration and sample data. Note that this Developer Edition org is designed to work with the challenges in this superbadge unit.

  1. Sign up for a free Developer Edition org with special configuration.

  2. Fill out the form. For Email address, enter an active email address.

  3. After you fill out the form, click Sign me up.
  4. When you receive the activation email (this might take a few minutes), open it and click Verify Account.

  5. Complete your registration by setting your password and challenge question. Tip: Write down your username, password, and login URL for easy access later.

  6. You are logged in to your superbadge Developer Edition org.

Now, connect your new Developer Edition org to Trailhead.

  1. Make sure you’re logged in to your Trailhead account.

  2. In the Challenge section at the bottom of this page, select Connect Org from the picklist.

  3. On the login screen, enter the username and password for the Developer Edition org you just set up.

  4. On the Allow Access? page, click Allow.

  5. On the Want to connect this org for hands-on challenges? page, click Yes! Save it. You are redirected back to the Challenge page and ready to use your new Developer Edition org to earn this superbadge.

  6. Now that you have a Salesforce org with special configuration for this superbadge unit, you’re good to go.


Note

Note

Important: The content in this superbadge unit features end user content. Do not attempt to complete requirements using system setup features.

Before you begin the challenges, review Case Management Specialist Superbadge: Trailhead Challenge Help.

This superbadge unit is part of the Case Management Specialist Superbadge. Complete the capstone assessment and related superbadge units to receive the Case Management Specialist Superbadge.

If you’ve completed any of the superbadge units in the Case Management Specialist Superbadge, you can use the same Developer Edition org to complete the challenges in this superbadge unit. If not, make sure you’re using a new Developer Edition org from this sign-up link. If you use an org that’s been used for other work, you won’t pass the challenges in this superbadge unit.

Review Superbadge Challenge Help for information about the Salesforce Certification Program and Superbadge Code of Conduct.

Use Case

Cumulus Cloud Confectioners manufactures the sweetest, most colorful candies and candy-themed accessories. As a customer service agent, you’ve seen the company’s popularity and menu grow from a small, local candy shop to an international confectionary treasure. While this “sugar rush” has been great for business, it has also brought with it an increase in customer inquiries, complaints, and requests. Increased traffic to the Cumulus Cloud Confectioners website and purchase options has tripled customer inquiries through emails, phone calls, and online. Cases have ranged from inquiries about contacts moving companies to requests for assistance with order tracking, and even the occasional concern about product quality.

As a customer service agent working in Cumulus Cloud Confectioners’ busy Service Center, you use the Salesforce Service Console to handle all customer concerns with the highest level of care and efficiency. In this superbadge unit, you’ll solve cases within defined manual and automated processes. You’ll also work with and create records in Service Cloud.

Business Requirements

Salesforce Center of Excellence Policies

Cumulus Cloud Confectioners launched its Salesforce Center of Excellence (CoE) a couple of years ago. The governing body has helped unite stakeholders and streamline decision-making for the Salesforce org. The group sets policies and documents decisions made in meetings for the admin team to reference when making changes in the org.

Important: As you work through your cases, make sure to reference the CoE documentation (related excerpts are included in the superbadge unit scenario). Remember, as a general policy, the customer service agents at Cumulus Cloud Confectioners do not manage users’ private records. This includes records, reports, dashboards, and list views. In these situations, customer service agents are expected to create and assign tasks to the users who own the records and associate it with the case record.

Standard Operating Procedure (SOP)

CRM Proficiency: New hires receive comprehensive training in using Salesforce as our CRM system. This includes learning how to log, manage, and update customer interactions, ensuring accurate and up-to-date records. The imperative is to record all customer-provided information in the relevant fields and records within Salesforce.

Case Comments: Service agents use case comments for case-specific documentation for internal communication after/on closing the case.

Case Creation: When a contact initiates a support request or reports an issue, service agents are required to create a new case within Salesforce and link it to the corresponding contact record. This ensures that a comprehensive history of interactions and engagements with the customer is maintained for future reference.

Case Descriptions: Service agents use case descriptions to provide full details and context regarding the issue or request from the customer. The case description should include a detailed explanation of the issue, any context needed to understand the case, troubleshooting steps completed, and the next steps that should be completed. If a case is created from an email, the description should be left as is, and a case comment should be used to explain the issue, provide any context needed, and explain any troubleshooting completed along with the next steps for the case owner.

Case Status:

  • New (Default): Indicates a newly created case that has not yet been assigned.
  • Working: Indicates that the case is actively being worked on by the assigned support agent or queue.
  • Escalated: Indicates that the case has been escalated to a higher level of support or management for additional attention or resolution.
  • Swarm Initiated: Indicates that a cross-functional team or "swarm" has been initiated to address the case collaboratively.
  • Closed: Indicates that the case has been resolved to the customer's satisfaction and is considered closed.
  • Waiting: Indicates that the case is awaiting action or response from an external party or stakeholder.
  • Approved: Indicates that the resolution provided for the case has been approved by relevant parties or stakeholders.
  • In Progress: Indicates that the case is actively being investigated or resolved by the assigned support agent.

Case Status Updates: Update case statuses to reflect their current stage in the resolution process. Provide clear and concise updates in the case comments or notes section to track progress and communicate with stakeholders.

Case Subject Lines: Service agents create case subject lines that provide brief, high-level descriptions of the issue or request. If a case is created from an email, the subject line of the case is updated from the subject line of the email to align with our best practice.

Case Ownership: Upon case creation, assign ownership to the appropriate individual or queue responsible for managing and resolving the case. Consider factors such as expertise, workload, availability, and geographical coverage when assigning case ownership.

Chatter Collaboration: Employees are introduced to Salesforce Chatter, our internal collaboration tool. They learn how to leverage Chatter for seamless collaboration, sharing insights, seeking assistance from team members, and staying updated on relevant information.

Comments for Customer Engagement: New team members are guided on the use of comments for external communication. They understand the importance of clear and concise customer interactions through comments, maintaining professionalism and transparency throughout the conversation.

Contact Management: Cumulus Cloud Confectioners’ best practice for contacts that have left a company is to update the customer status to ’No Longer at the Company’ and create a new record with the updated information. Additionally, upon creating a new record for the departed contact, it’s essential to generate a case to ensure seamless tracking of any follow-up actions or communications required with the new contact or associated accounts. This helps maintain comprehensive records and facilitates efficient customer relationship management.

Customer-Centric Training: A customer-centric approach is embedded in training, emphasizing the significance of empathetic and solution-focused interactions. New employees are taught to understand customer needs, provide personalized assistance, and ensure satisfaction at every touchpoint.

Knowledge Articles: Knowledge articles guide service agents in effectively providing accurate and consistent information to customers. Additionally, service agents are encouraged to regularly review the organization’s current articles, ensuring that their knowledge remains up to date and aligns seamlessly with any recent organizational changes or updates. When applicable, agents attach Knowledge articles to cases to support documentation and provide customer enablement.

Queue Assignments:

Queue Name Definition Responsibilities
CCC Case Default The default queue for general customer inquiries and support requests that do not fit into any specific specialized queue. Handling a wide range of customer inquiries, technical issues, service requests, and general support needs, providing initial assistance or routing cases to the appropriate specialized queues as needed.
CCC General Inquiries Queue for submitting non-technical customer feedback, suggestions, feature requests, inquiries, product improvement ideas, and other general questions. Providing assistance with account management, product information, service inquiries, and other non-technical customer support needs, ensuring accurate and timely responses to customer inquiries.
CCC Localization Queue for addressing customer inquiries, issues, or content related to localization, translation, language support, or regional-specific requirements. Supporting customers in their preferred language, resolving localization-related issues, providing language-specific assistance, and ensuring that products or services meet regional compliance and localization standards.
CCC Platinum Customer Queue specifically for addressing inquiries, issues, or requests from high-value or platinum customers with premium service level agreements (SLAs). Providing personalized support, prioritizing requests from platinum customers, ensuring rapid response times, and delivering exceptional service to maintain customer satisfaction and loyalty.
Priority Needed Queue for cases that require case priority handling assignment to gauge the impact on critical business operations or customer satisfaction. Identifying and prioritizing cases, allocating resources accordingly, expediting resolution efforts, and ensuring that urgent issues receive prompt and effective resolution.
CCC Returns and Exchanges Queue for managing customer requests, inquiries, and issues related to product returns, exchanges, refunds, and warranty claims. Processing return and exchange requests, providing return authorization, coordinating product replacements or refunds, resolving issues with defective or damaged products, and ensuring a positive customer experience throughout the return process.
CCC Shipping and Delivery Queue for addressing customer inquiries, issues, or concerns related to order fulfillment, shipping logistics, delivery status, and tracking information. Assisting customers with tracking orders, investigating delivery issues, coordinating with shipping carriers or logistics partners, providing delivery updates, and resolving any issues related to shipping and delivery of products or services.
CCC Support Request Queue for handling standard customer support requests, technical issues, troubleshooting, and service inquiries. Resolving technical issues, providing assistance with product functionality, troubleshooting software or hardware problems, and addressing any other support requests from customers.
CCC Swarm Queue Queue for initiating collaborative efforts or "swarms" involving cross-functional teams to address complex or multifaceted customer issues. Facilitating collaboration among team members from different departments or expertise areas, pooling resources and expertise to address challenging cases, and coordinating efforts to provide comprehensive solutions to customers.

Routing Priority Handling: Our priority structure is emphasized during training. New hires learn that calls take precedence over chats due to their immediate nature, while chats hold priority over emails for quicker responses. This ensures efficient allocation of resources based on urgency.

Create Cases in the Service Console

It’s just another manic Monday when you return from lunch to find an email from Lavender Lolli at Sugartooth Vending, a candy distributor. Lavender has contacted the Service Center because their latest shipment of Bridal Bonbons chocolate was damaged in transit. She needs a replacement shipment by next Friday for a Saturday wedding reception. Lavender’s email is llolli@example.com. In the Service Console be sure to document the case according to the SOP.

Taco Tuesday has left you smiling with delight as you return to your desk with a horchata in hand to find the phone ringing. You answer it to hear the very cheerful voice of Marsha Mallow, an existing customer who is the operations manager at Ursa Major Marshmallow East. Marsha is giddy over the opening of a new location in a very bustling, marshmallow-frenzied community in Arizona, and she needs help adding the new branch location.

Using the Service Console, locate your existing client, Ursa Major Marshmallow East, and create a low-priority support request for the new location, adding the contact name and email address and providing a detailed description. Once you’ve logged all of Marsha’s case details, you can consider this case resolved. Make sure to log Marsha’s call on her case.

During the conversation, Marsha mentions that her brother, Marvin Mallow, will manage the new branch, Ursa Major Marshmallow West. Marvin’s email is MarvinMallow@example.com. To work the case, create a contact for Marvin Mallow with the email MarvinMallow@example.com, create a new account for Ursa Major Marshmallow West and ensure that the account hierarchy is related properly.

It’s finally Friday, and you and your coworkers are getting excited about karaoke night at the nearby tavern. Before you leave, the Service Center receives an urgent message on the company’s website comments that the popcorn machine purchased from you by your customer Poppin’ Time is malfunctioning. The message from the Chief Caramel Officer at Poppin’ Time reports that “The latch on your popcorn machine is broken, and popcorn is everywhere!” Realizing that your vocal stylings of "I Love Big Data" and "Moves like JSON" will have to wait, you jump into action.

Opening your Service Console, locate the Poppin’ Time account and create a new high-priority support request, indicating an equipment issue for the popcorn machine and describing the problem as explained by the customer. Locate the appropriate email template and send it off to the contact at Poppin’ Time. Close the case once you’ve processed the replacement.

After wrapping up this work, you can shut down your computer and sprint to the nearby karaoke bar, where your coworkers are ready for you to grab the mic. Celebrate your success with a group number, 'Pour Some Butter On Me' by Flow and the Low Codes.

Work with Cases in the Service Console

It’s back to work at Cumulus Cloud Confectioners when one of your customers, Candice Fluffington, emails the Service Center to let you know that her contact information has changed. She left her job at the Get Cloudy Candy Company for a new role at Cody Cloud Confectionery. Enter the following details for her contact: first name should be Candy, her new email is CandyFluffington@example.com, and her new phone number is (555) 987-6543. Her preference is to be contacted via the new email address. Use this information to create a case for Candice’s request and update her related records based on the company’s SOP. Once you’ve completed the update requested, you can consider this case resolved.

Later that day, Alman Joy, identified as the contact role: warehouse manager at Northern Trailmix Company, emailed. They are very concerned because they have a seasonal promotion coming up in 2 days. Regardless of the reason for the delay, it’s your job to make sure the Northern Trailmix Company gets its monthly supply of trailmix by tomorrow.

You have a top-notch shipping department, but once in a while, deliveries are not received on the expected date. In the Service Console, create a case to escalate the process, fill out the required fields, and reassign the case to the proper shipping and delivery queue. Try not to panic—you have a whole hour before the cutoff for overnight delivery. To make sure that the shipping and delivery group is notified, at mention the group on the case.

Automate Cases in the Service Console

Every once in a while, Cumulus Cloud Confectioners foodies will offer product ideas. Candy chemist Honey Fondant submitted a hard candy idea via the product feedback portal on the Cumulus Cloud Confectioners website. Honey envisioned a hard candy that would combine different flavors and textures to create a delightful symphony of tastes in every bite. Her detailed explanation included flavors like raspberry, lemon, and blueberry, along with a chewy center and a crunchy outer layer. She calls them Sweetie Spikes.

In the Service Console, use the guided action that is in the utility with our new contact for Honey Fondant with her email HoneyFondant@example.com, her phone number (555)123-7654, and her hard candy idea. Then, create a call log after the case is created.

Ready to Tackle This Superbadge?

Please first complete the prerequisites and the challenge for Case Lifecycle Superbadge Unit will be unlocked.

~1 hr