Test the App
Learning Objectives
After completing this unit, you’ll be able to:
- Summarize how to manage accounts, orders, and pricing through the service console.
- Discuss advanced orders and engagement interactions.
- Create a case from Action Launcher.
Quick Actions and Objects in the Service Console
With the Consumer Goods (CG) Cloud for Service app and the service console designed especially for service agents, they’re equipped to provide world-class customer service. They use the quick actions to manage customer accounts, orders, and pricing, and to ultimately achieve their targets.
Here are the commonly used objects. Click each object to learn more.
Advanced Orders and Engagement Interactions
Often it’s only sales managers, sales agents, or supervisors who can place orders in the system. With the CG Cloud for Service app, service agents can also create orders directly from the service console. The Advanced Orders feature makes this all possible.
Additionally, service agents can use customized templates to create personalized orders. Set up these order templates using Online Order Extensibility. For more information, see Order LWC UI Extensibility and Business Logic (BL) Extensibility.
Today's customer expects an accurate price for their order, down to the penny. To meet this demand, service agents use the penny perfect pricing capability of CG Cloud, right from their service console. Pricing calculations can include factors like units of measure, discounts, flat rates, and other variables to provide precision pricing. This feature also facilitates the management of orders and accounts, as well as visits and engagement history records for truly personalized service. For more information, see Penny Perfect Pricing.
An engagement interaction is a record of a call that a service agent takes with a customer. When a service agent accepts an incoming call using a softphone, an engagement interaction is automatically created in the service console.
Fatima plans to modify the Computer Telephony Integration (CTI) system to integrate Advanced Orders and Engagement Interactions into the console. This way, service agents will be able to manage customer interactions, orders, and pricing accurately, efficiently, and with ease.
Case Creation with the Action Launcher
Imagine that a service agent receives an inbound call from NTO Store #201 inquiring about an order placed for 200 cans of Alpine Cool Mint Cola. Fatima works with the service agent to create a case and track the interaction.
Now it’s time for you to create a case in your Developer Edition org.
- Click
, and find and select CG for Service.
- Select Accounts from the dropdown list, and change the list view to All Accounts.
- Click the link for *NTO Store #201. The service console opens in a new tab.
- From the Action Launcher, click New Case.
- Provide the following details:
- Contact Name: Peter Miller
- Status: New
- Subject:
Grievance Follow Up - Description:
A case for following up on the earlier grievance resolution.
- Contact Name: Peter Miller
- Save your changes. The case is created for tracking the status and resolution of the customer concern.
- From the App Launcher, find and select Cases.
- Verify the case was created. You should see it in your Recently Viewed list.
To demonstrate what you learned, go ahead and complete the hands-on challenge at the end of the unit.
Wrap Up
Service agents at Alpine Group are all set to use the CG Cloud for Service app, all thanks to Fatima. Other Salesforce administrators can use the service capabilities of CG Cloud to help service agents excel at their jobs, streamline operations, and best of all, improve customer service.
In this module, you learned about the challenges of service agents dealing with customer issues and how CG Cloud for Service makes their lives easier. You also customized the app by adding an Action Launcher deployment. Finally, you created a case to test it out. Well done to you for getting hands-on with CG Cloud for Service.