#TuesdayTips0 diskutieren mit

🐺🐺 [Picks from the Pack: Customer Success] January 22, 2021

NEW CONTENT EVERY WEEK! Be sure to read your weekly digest email on Monday mornings to catch our latest newsletter.

FEATURED EVENT

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Join our product teams on Release Readiness LIVE as they demo new features coming in Spring ‘21! Get your questions answered live and in the community with the hashtag #SalesforceLive.

Cloud Sessions Coming up February 1-5

Register: http://sforce.co/Spring21RRLReg

Check out the recordings for the Admin & Dev Previews

https://www.salesforce.com/video/16254715/

https://www.salesforce.com/video/16254714/

**BREAKING NEWS**

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Salesforce Announces Vaccine Cloud

https://www.salesforce.com/news/press-releases/2021/01/27/vaccine-cloud-salesforce-update/

💜 NEW SPRING ‘21 RESOURCES 💜

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Admins & Devs: Do the Learn MOAR Trailmix to get up to speed on Spring ‘21

January 2021 Marketing Cloud Release

Registration is now open for the Spring ‘21 global virtual event series.  Register for a session in your region, language, and preferred time zone. 

https://sforce.co/Spring21GlobalEvents

More Virtual Events

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B2C Commerce MFA: How to Set It Up and Enable Your Users 

2/9 @9am PT

https://sfdc.co/CommerceMFA

Moving From Spreadsheets to the Cloud with Iman!

2/11 @11am PT 

https://cs.salesforce.com/events/7013y000002Yp4BAAS

COMMUNITY HIGHLIGHTS

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- Last chance to enter the Digital Service Trailblazer Challenge

- Join the Trailblazer Community iOS Beta

- January Tech Updates 

- #TuesdayTips: Go Further with Case Management

- New Admin Tips and latest from @Bhavin

#Picks from the Pack - Customer Success #Picks from the Pack - Trailblazer Innovation

✴️ This week’s #TuesdayTips is our fourth and final in a series to help you with your #Case Management: Go Further ✴️

At its core, every service organization wants to provide an amazing customer experience resolving customer issues as quickly and efficiently as possible. In order to do that, it is critical to implement a case management process. Although every organization defines case management differently, this guide will provide resources for each aspect of case management from set up to optimization and beyond. 

Start by watching our webinar recording for an in-depth walk-through of Salesforce case management:

https://salesforce.vidyard.com/watch/9JPKuQNoWWmtjDosnNpvmC?video_id=13735993

Go Further 

Once you are at a comfortable level within your case management journey, consider tools that can take you beyond automation and optimization. Check out these resources to learn how you can enforce service level agreements to your highest priority customers with Entitlements and add time-dependent steps to your support process with Milestones. For your agents, learn how Omni-Channel can route cases based on skills and view their capacity and workload in real-time.

Set Up Entitlements and Milestones.  Dive deep with this on-demand recording delivered by a Salesforce Certified specialist to learn how Entitlements can define, enforce, and track customer service levels as part of your support management process.

https://help.salesforce.com/articleView?id=000314652&type=1

Entitlement Management Setup Checklist.  Use this checklist to ensure you have set up Entitlement Management in a way that fits your business needs and support process.

https://help.salesforce.com/articleView?id=entitlements_setting_up_entitlement_management.htm&type=5

Omni-Channel for Lightning Experience.  Tackle this Trailhead module to learn how Omni-Channel routes work to the right agent, and provides multi-channel support for customers including email, chat, messaging, and voice.

https://trailhead.salesforce.com/en/content/learn/modules/omni-channel-lex

Omni-Channel Guide for Administrators.  Your one-stop shop on all things Omni-Channel for your administrators from setup to customization. See best practices and how to implement Omni-Channel in your existing chat implementations.

https://resources.docs.salesforce.com/222/latest/en-us/sfdc/pdf/service_presence_administrators.pdf

Additional Case Management Tools

What are some other tools Salesforce provides that can be supplemented with case management to give your agents a boost? Check out these helpful resources to increase agent productivity and save them time.

Service Cloud Agent Productivity.  If you are looking for a way to provide even more tools to help your agents be successful, look no further. This Trailhead module will teach you about productivity tools such as quick text and macros, giving your agents time-saving shortcuts and helping them work faster.

https://trailhead.salesforce.com/en/content/learn/modules/service-cloud-agent-productivity

Einstein Case Classification.  Predictive intelligence provides data to drive smarter decisions. See how Salesforce uses AI to improve case data, saving your support agents’ time with this Trailhead module.

https://trailhead.salesforce.com/en/content/learn/modules/service_case_class

👉 And remember to bookmark the #Case Management best practices one-pager for easy access! 

https://help.salesforce.com/articleView?id=000356142&type=1&mode=1

@Hathaway Moore @Sophia Madana @Bhavin Patel 

✴️ This week’s #TuesdayTips ... yes, even on a Thursday :-), is our third in a series to help you with your #Case Management: Automation ✴️

At its core, every service organization wants to provide an amazing customer experience resolving customer issues as quickly and efficiently as possible. In order to do that, it is critical to implement a case management process. Although every organization defines case management differently, this guide will provide resources for each aspect of case management from set up to optimization and beyond. 

Start by watching our webinar recording for an in-depth walk-through of Salesforce case management:

https://salesforce.vidyard.com/watch/9JPKuQNoWWmtjDosnNpvmC?video_id=13735993

Case Automation

Automating the distribution of cases in your service organization ensures that each customer case automatically and immediately gets to the right group or agents, and has the quickest and most accurate resolution. The resources below outline automation features to route and assign cases, escalate cases, and create different case rules.

Automate Case Management.  Review this Trailhead unit to learn the definition of each automation tool: queues, assignment rules, escalation rules, and auto-response rules. Review use cases to decide which tools make the most sense to implement in your organization. All of these tools can be configured with clicks, not code.

https://trailhead.salesforce.com/en/content/learn/modules/service_lex/service_lex_case_manage

Lightning Flow for Service.  You may need to provide your agents with a defined path to follow to quickly resolve common cases. Complete this Trailhead module on Lightning Flow for Service to understand how it can automate and launch actions to follow when an agent clicks a step.

https://trailhead.salesforce.com/en/content/learn/modules/service_lightning_flow_for_service

Rules and Queues.  Explore this Help & Training article to learn how the combination of case rules and queues can help you prioritize, distribute, assign, respond to, and escalate case records.

https://help.salesforce.com/articleView?id=automation_rules_queues_parent.htm&type=5

Set Up Assignment Rules.  Assignment rules define how the case is triaged and can be routed to a specific user or queue based on your requirements. Review this Help & Training article on defining criteria that can determine how a case gets processed and routed to the right agents for fast resolution.

https://help.salesforce.com/articleView?id=creating_assignment_rules.htm&type=5

Set Up Escalation Rules.  Escalation rules automatically escalate cases that meet a certain criteria defined in the entry rules. It is critical for a service organization to be able to customize those rules based on their business needs. Review this Help & Training article to learn how to quickly get up and running with escalation rules.

https://help.salesforce.com/articleView?id=rules_escalation_create.htm&type=5

And remember to bookmark the #Case Management best practices one-pager for easy access! 

https://help.salesforce.com/articleView?id=000356142&type=1&mode=1

@Hathaway Moore @Sophia Madana @Bhavin Patel @Casey Springer 

🐺🐺 [Picks from the Pack: Customer Success] January 15, 2021

NEW CONTENT EVERY WEEK! Be sure to read your weekly digest email on Monday mornings to catch our latest newsletter.

FEATURED EVENT

************************ 

Release Readiness LIVE - January 29 - February 5

http://sforce.co/Spring21RRLReg

Register to join our product teams as they demo and discuss new features coming in Spring ‘21 across multiple clouds and products. Plus, there will be time to answer your burning questions live on the air.

💜 NEW SPRING ‘21 RESOURCES 💜

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-Release Overview Deck (ROD)

-Release Matrix

-Release Site

-Release In-a-Box

-Demo Videos/YouTube Playlist

Explore the release and let us know about your favorite features in the Treasure Hunt!

https://sforce.co/Spring21Treasure

More Virtual Events

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Learn about @* Salesforce Essentials * - join the community and sign up for workshops

B2C Commerce Unified Authentication and MFA Enablement Series: 

https://sfdc.co/CommerceMFA

1/26 @9am PT: Migrate Your Business Manager Users 

2/9 @9am PT: B2C Commerce MFA: How to Set It Up and Enable Your Users 

Recaps:

B2C Commerce MFA: Conducting a User Audit

Case Management Best Practices

DreamTX 

COMMUNITY HIGHLIGHTS

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#TuesdayTips: Case Management Set Up

Work.com: Expert Tip Articles

New Admin Tips and latest from @Bhavin Patel 

#Picks from the Pack - Customer Success #Picks from the Pack - Trailblazer Innovation

✴️ This week’s #TuesdayTips is our second in our series to help you with your #Case Management: Set up Cases ✴️

At its core, every service organization wants to provide an amazing customer experience resolving customer issues as quickly and efficiently as possible. In order to do that, it is critical to implement a case management process. Although every organization defines case management differently, this guide will provide resources for each aspect of case management from set up to optimization and beyond. 

Start by registering for an upcoming webinar for an in-depth walk-through of Salesforce case management:

https://salesforce.zoom.us/webinar/register/WN_B7prkupJRN2n4vFIPRD8qA

Set Up Cases

Cases are the backbone of Service Cloud. Cases help you track and resolve customer issues, showing you a complete view of the customer. Learn how to set up and manage cases, how to create a case support process, and best practices for implementation with these powerful resources.

Set Up and Manage Cases.  This Help & Training article will help you define cases for your support organization. Learn all the steps needed to create and manage cases, including filling in key case details, how to keep the customer updated, and finally, how to close cases. In addition, learn how to enable case teams so groups of agents can work together to resolve cases.

https://help.salesforce.com/articleView?id=cases_intro.htm&type=0

Create a Process for Managing Support Cases.  Take the next step by streamlining your team’s case workflow to improve productivity. This Trailhead project will walk you step by step on how to create a case support process by introducing case record types. This is a great resource to learn how to segment different types of cases once they are created.

https://trailhead.salesforce.com/en/content/learn/projects/create-a-process-for-managing-support-cases

Case Management Implementation Guide.  Use this guide to get instructions and implement industry best practices on setting up, customizing, and enabling the most helpful case features, allowing you to track all your cases from one central place.

https://resources.docs.salesforce.com/226/latest/en-us/sfdc/pdf/salesforce_case_implementation_guide.pdf

And remember to bookmark the #Case Management best practices one-pager for easy access! 

https://help.salesforce.com/articleView?id=000356142&type=1&mode=1

@Sophia Madana @Hathaway Moore @Bhavin Patel