Explore Jobs and Roles
Learning Objectives
After completing this unit, you’ll be able to:
- Describe common business tasks and processes that Communications Cloud facilitates.
- Give examples of job roles that work with Communications Cloud.
- Outline common responsibilities for each role.
Communications Cloud in the Workplace
Sophia Perez, a sales manager at Infiwave, is excited to use Communications Cloud. However, she’s keen to understand how it will impact the day-to-day work of those on her team, as well as the other teams she works with.
Communications Cloud Tasks and Processes
Every CSP is different, but most have common jobs to be done and processes.
Let’s look at key tasks and processes at Infiwave to see how Communications Cloud plays a part.
Communicate with Current and Potential Customers
Communications Cloud supports tailoring your customer interactions to the preferences of each customer. This includes notifications about:
- Relevant new promotions, products, and services that the customer or potential customer may want to buy
- Service activations and deactivations
- Service outage notifications
- Billing and account information
- Changes to products and services that the customer already has, for example, price updates
- Opportunities for customers to provide feedback
Each communication is tracked on the customer account, so Infiwave can monitor interactions and give efficient, personalized service.
Create and Deliver Products and Services
The commercial and technical teams at Infiwave monitor market and technology trends. They collaborate using the shared catalog to design and develop offers that meet customer requirements. Product creation and delivery involves a large team of engineers, marketers, administrators, lawyers, integration specialists, and pricing specialists.
With the shared catalog, these teams can build and test parts of the offer separately and then connect and test the offer as a whole once it’s ready. The shared catalog components are reusable in other offers too. This building-blocks approach to creating offers, along with inbuilt product-lifecycle management tools, collaboration tools, and auditing tools, reduces offer time to market.
Create Quotes and Orders
Infiwave customers order products and services using different channels such as the web store, call center, retail outlets, and dedicated business portals. Communications Cloud is omnichannel—so customers can use any sales channel, and the solution accesses, processes, and stores information using a master data source.
Industries CPQ, CLM, and Digital Commerce use the shared catalog, CRM, and other external sources, like a number reservation system, as master data sources. This ensures that before the order is placed, the products and services offered to the customer are:
- Relevant, for instance, a product they’re likely to buy
- Correctly configured and priced
- Available and deliverable to the customer location
The solution prompts the customer with product recommendations based on their selections and context and makes sure that the offers are consistent across any channel the customer uses.
Deliver Products and Services
Once the order is placed with Industries CPQ, the order-management and fulfillment teams use Industries Order Management to orchestrate and fulfill the order.
Industries Order Management uses information from Industries CPQ and supplements the order with technical data from the shared catalog and other sources, such as an inventory-management system. Integration with Marketing and Service Clouds facilitates the scheduling of any required services, for example, installation, and keeping the customer informed.
Answer Customer Queries
Customers may call the Infiwave call center or their account manager to ask questions about their bill, order, or service delivery, but this doesn’t have to be the end of the conversation. With the right tools, including Einstein AI and Tableau analytics, service agents can use the time to build the customer relationship and make informed suggestions. For example, agents can suggest ways for the customer to save money by switching products or services.
Support Moves and Service Changes
All things change: People and businesses move premises and change their service use. Customers upgrade and downgrade products and services, disconnect services, and renew or cancel subscriptions.
In the communications industry, changes to existing plans and services are called move, add, change, delete (MACD), which is pronounced “mac D”. Sales reps create MACD orders with Industries CPQ and submit the orders to Industries Order Management for processing. Relevant penalties and incidental charges, like disconnection fees, are automatically calculated as part of the MACD order.
Communication Cloud integration with Service and Marketing clouds keeps the customer up to date with progress. They can schedule relevant service appointments, such as installation or disconnection by a field service engineer.
Wow, a lot’s happening with Communications Cloud! Sophia’s excited by the possibilities and wants to understand how she and her team fit into all of this.
Teams and Responsibilities
Who’ll use Communications Cloud at Infiwave? How will they use it? Although there’s no one-size-fits-all when it comes to employees, here are some examples of key employee roles and responsibilities.
Obviously, this isn’t the full list of all roles at Infiwave—or in your organization. Others, like the accounts team, may not use Communications Cloud, but they’re on the receiving end of the benefits of improved quote and order accuracy.