Channel Routing Superbadge Unit

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: Save your username, password, and login URL in a secure place—such as a password manager—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.

Use Case

Cumulus Cloud Confectioners has seen a significant increase in customer inquiries since expanding its global presence, and your role as a service agent has become more complex. To efficiently handle the growing volume of cases, you rely on several key tools and strategies. Use a combination of list views, prioritization, macros, and Omni-Channel support to help you become more efficient and effective. It’s in your hands to help maintain the company’s reputation for sweet treats and quality service while handling a full plate of inquiries with grace and professionalism using the Service Console.

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.
• 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.

List View Priority

Like a karaoke singer who takes the mic with a chart-topping song, a new hire’s go-to classic is the List View, which helps service agents hum through specific case record types, mass edit priority fields and harmonize workloads like musical virtuosos!

Create two list views that represent the themes from two different eras. Name your list views, mirroring the cases record types, CCC Candy Cases and CCC Support Requests. These two list views will be the set lists guiding service agents through the Candy Case and Support Request portions of the show. Showcase the Contact Name and Case Priority Handling fields so that you can cue the spotlight on any platinum case that come your way.

With your list views rocking the crowd, it’s time for a shredding guitar solo. Set the Case Handling Priority for each case owned by CCC Priority Needed. Use Knowlege articles to help pluck the right chords within each case, building excitement and momentum, and adding texture and spontaneity to the songs.

Work with the Highest Priority Case

Alright, singing sensation! Now that you've hit all the notes by arranging our case list, it’s time for your encore with the two platinum customer cases that stole the show as the top ten highest Case Handling Priority. These cases are the curtain closers for your night on stage and will surely leave your audience hungry for more!

Pick up that Standard Operating Procedure (SOP) as if it’s your favorite songbook and dive into the melodious journey of reviewing Knowledge articles. Help these two platinum customers on their way to the spotlight. Guide them to the proper CCC Platinum Customer queue with rockstar help articles, ensuring to comment on the case so that your fellow super stars can back up your vocals. And when the song ends and the crowd cheers through exhaustion and joy, you head back to your VIP table knowing that you’ve left them waiting for an encore.

Utility Bar Automation

Cumulus Cloud Confectioners’ service agents assemble for a team meeting to discuss efficiency and customer service! A snack table awaits you, but before digging in, you need to respond to one of your sweetest customers, Mia Marshmallow, who has called asking what nut-free, wheat-free doggie treat options might be available for Koa’s puppy party.

Fortunately, you can handle Mia’s inquiry quickly by using a macro you’ve already created. Your macro will log Mia’s call, orchestrate a pre-set email template, and close the case, all in a few swift clicks. Hit the right key, service agent maestro! Find that macro, serenade Mia with the Pet FAQ—which includes WaggleBites, PupPuff Pastries, and YumYum Yappables—and let the case bow out with a flourish.

But don’t rush to the snack table just yet. Peanut Butter Pete Peterson steps onto center stage, seeking a chocolate-dipped fruit arrangement for Ruth the Elephant. Pete’s concerned about shipping issues given the delicate nature of the arrangement as he belts out “Special Delivery Groove” by Flow and the Low Codes.

Your task is to duet with a “call and response” macro. You’ll update the case status, choreograph a task for special shipping, and seamlessly assign the case to the shipping team. So, hit the right key, shipping maestro! And belt out the song, "Here I am baby... Signed, sealed, delivered, I'm yours."

As the crowd cheers for you and Peanut Butter Pete, you return your mic to the DJ and head for that snack table. You deserve it. You’ve created two list views, worked with the highest priority cases, and used a couple of macros! Take a bite and savor those Taffy Twirls, and get ready for another task.

Omni Channel Agent

Hey there Cumulus Cloud Confectioners service agents, let’s unwrap one more sweet performance! Our esteemed customer ChocoDelight is reaching out to us with a chocolatey dilemma. Their beloved chocolate fountain, typically the star of every event, is behaving like a diva gone rogue – too runny or too lumpy, never hitting that perfect melt. The chorus of customer complaints is ringing through the dessert shop, and the latest woe is that it’s not heating up properly.

Now, let’s showcase our Omni-Channel talent and strike the right chord to resolve ChocoDelight’s concerns. In order to orchestrate a symphony of customer satisfaction, every channel must play a part. Utilize Omni-Channel magic to sync the communication, troubleshoot the chocolate fountain blues, and let ChocoDelight savor the sweet melody of a resolved complaint!