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Superbadge

Case Handling Fundamentals Superbadge Unit

Demonstrate your proficiency in handling cases and resolving customer issues promptly.

~ 1 時間

Case Handling Fundamentals Superbadge Unit

この Superbadge を獲得するための実習内容

  1. Demonstrate how agents use the Salesforce Service Console.
  2. Find and update cases based on criteria.
  3. Escalate cases based on criteria.

この Superbadge でテストされる概念

  • Case Teams
  • Service Levels
  • Case Email
  • Soft Skills for Service Agents

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 is an international confectionary treasure. It has a mouthwatering menu of gourmet candies handcrafted by confectioners from renowned candy capital such as Switzerland, Belgium, the UK, and Ecuador. As a world leader in custom candy, Cumulus Cloud Confectioners specializes in creating unique designs in delicious treats. Using the very best ingredients, including Ivorian cacao, organic brown sugar from the Netherlands, Devonshire clotted cream from England, and organic nuts grown in Brazil and Turkey, the Cumulus Cloud Confectioners brand is in high demand, especially over the holiday season.

As a service agent, you’ll solve cases using the Service Cloud Console in Cumulus Cloud Confectioners’ Salesforce org. Navigate cases with departments and troubleshoot customer escalations, contributing to the continued success and positive customer experiences of this worldwide confectionary favorite.

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.

Manage Case Status and Case Ownership

Famous Francis is a long-time customer of Flo’s Fudge and placed a bulk order of its new organic, non dairy Urban Fudge for the holiday season. However, after making the purchase, Famous Francis discovers that the product they just ordered contains soy fudge. Due to a soy allergy, they’re requesting that the order be canceled prior to shipping. Process the cancellation using the appropriate Knowledge article.

As a service agent for Cumulus Cloud Confectioners, you’ve pretty much heard it all when it comes to customer issues and complaints. But your latest customer email is a whopper with a giant problem! A new customer named Becca Bubbles purchased a package of Blueberry Burst Gummies that turned her skin blue! An attached doctor’s note even reported, “A clinical cyanotic appearance after consuming an excessive amount of blue-colored candy.”

While the customer has no problem with her skin changing colors, she prefers to turn green, her favorite color. Since Cumulus Cloud Confectioners’ Green Gush Gummies don’t come out until St. Patrick’s Day, Becca asks if she can return the product for a refund.

Platinum customer Meredith Benson contacts you with a big request. She needs 20 cases of rockstar Taylor Shift’s favorite candy, Sweetish Herring, delivered to the premiere of her Intrepid Tour concert movie event on Friday the 13th. Since this is a rush order, Meredith needs faster support and urgent delivery in order not to disappoint hundreds of Shifties who will be in attendance. Help this platinum customer make premiere night a night to remember.

For National Eat Your Vegetables Day, the Astronomical Sweet Shoppe plans to set up a display table in the front of its brick-and-mortar store featuring broccoli-flavored lollipops by Cumulus Cloud Confectioners. The shoppe’s manager, Astro Nomical, received her order yesterday with one major problem: The broccoli lollipops smell like cotton candy! What broccoli-loving kid is going to want to eat a cotton-candy-flavored lollipop on National Eat Your Vegetables Day?

Astro Nomical needs a Spanish-speaking agent to help explain what the shoppe needs: a rush order of broccoli-flavored lollipops that are sweet but smell like broccoli. If they’re out of broccoli scent, she’s willing to have them smell like other cruciferous vegetables such as brussels sprouts, cauliflower, or cabbage. They need them delivered in 2 days.

At Codey’s Candy Company, Halloween is the biggest time of year. The employees dress up for the holiday and hand out a bag of candy corn to every customer who makes a purchase. The purchase manager, Cody Bear, has ordered 20 pounds of candy corn, qualifying Codey’s Candy Comapany for a voucher of 15% off its next order. You need to route the case to your manager for approval. Once the voucher is approved by your manager, send an email to the customer using one of the predefined support email templates that includes the QR code for the discount.

Handle Customer Escalations

As a customer service agent for Cumulus Cloud Confectioners, you work closely with your customers, answering questions, assuaging concerns, and solving problems. One of your newest customers, Maxwell Crunchmore, confectionary buyer for Mountain Munchies, submitted an email support request with the subject line “Damaged Shipment Received”. Mountain Munchies received a shipment of ChocoChunks that were melted upon arrival due to an unseasonal heatwave. Mr. Crunchmore needs a replacement order right away. You need help to come up with a solution for getting the candy to him without melting! Since this is a new issue for you, you decide to initiate a Swarm on the case. While working with the Swarm team you make sure to tag the case with the #Swarm topic on the case Chatter feed.

Zig Kat, the proprietor of Sweet as a Nut, has contacted customer service because the code they received to register for the Advanced Chocolatier course is not working. When reviewing the code that was provided, you see that it has expired. Zig is wondering if there is another code they should be using. Review the voucher codes for the customer and use the email template to resend a valid Advanced Chocolatier voucher code to Zig Kat. While you wait for Zig to confirm that the code you provided allowed them to register for the course, treat yourself to a midday snack in the Cumulus Cloud Confectioners candy testing lab.

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~ 1 時間