Case management with Real time scenarios

hi everyone my name is Shrikant today we are going to learn Salesforce case management we'll go through some real-time scenarios to have a better understanding okay by end of this video you will be able to understand the importance of Salesforce service cloud and you will also understand case management workflow which includes SMN rules escalation rules order response rules emailed to ks web to case excetera okay first things first always remember way learning something new in Salesforce don't think like a developer or admin think like an end user so understanding the core object of any feature will obviously speed up our learning process we'll go through some real time yeah I am so dead my name is cue boy I am CEO of Indian of bones Indian bones okay that's a funny name I made a fantastic laptop sales in my first month of production we are receiving so many queries and laptop service issues from clients of course we need to address them as soon as possible with no code right so whenever a client he is having some kind of issues he will be rising a calling to customer saying that okay I have this problem or I have I have this doubt and those should be created as kind of cases in the particular environment once the case is created it should immediately let decline not saying that okay a case has been registered on your name and one of our agent will come back to you and they will clear your issue so this should be the first step in e in any case management so once these cases and has been created in Salesforce then those cases has to be taken up by a but less supportive Q T 1 and Q T 2 here who has to be assigned let security one is expert in handling the laptop hardware issues and cutie-pie here too is very much expert in software issues then based on the case type it should be assigned to the particular person so this is what the case assignment means once they it has been assigned to the particular person then they will be working on that case let's say if they walk it work on it properly then they will close the case and then they will inform the customer you if there was no progress on the particular case the second wave was unable to do it then escalation should happen to his manager and his manager ather can reassign it to him or let this person to work some more time they need to work on it and then close the case this is how a normal case man mentor pramana from the beginning of rising of a case to case closed to have this complete case management we don't need to do any kind of coding in Salesforce because Salesforce provided us with a solution called Salesforce service cloud it's basically a built-in service application which has 360 degrees view of customer data to deliver tea respect to cases wow this is cool can you show me how it looks like in Salesforce and one more thing you are saying Service Cloud and service console what is the difference okay service cloud is basically an application which has the complete case management workflow and the service console is basically the heart kidney liver whatever it is per service code it's the ugly-looking page which has the detail about the customer first service team - how this 360 view ok now we will try to understand how service cloud application will look like I will click on this app launcher icon and scroll down to service console application now service console application will have set of tabs but all of them will be displayed in a vertical tab unlike any other application will understand why they have design in this particular way as Service Cloud is all our board cases will navigate to the cases tab here now this is how Service agent will look like his cases his open cases he can change the ListView so that he can go to the respective cases now if you see these are the case details of each and every case if I am a service agent I want some kind of different new something like I can ban you so this is an option where I select it and now you would be seeing deep can menu where it has the different status new working and slated throws I have three open cases all of them on you let's the service agent and now I logged in I see all of my cases in the new status so immediately we'll move all of them to working as I have to close all these cases by end of detail now once I started working on it I will click on this case and you should be seeing a new tab comes here no remember I was talking about the ugly when you write this is the ugly view of a console layout this is the complete 360-degree view of a customer now if you see the aleph said I see the cases I click on the case and a new tab if this again I click on a case and you tab appears here to accommodate so let's say I want to work on three cases per year I just need to toggle like this instead of going to tab but I said this is the toggling here itself I can toggle here itself so for this kind of purpose they have made this vertical bar so that the number of clicks on Hamra Scrolls between screen navigations will be less now I will close this open cases here now we'll talk about the case detail page here so this is the case detail page where we'll have all the details about the respective case now if you see there is a contact details here on the left side and we also can see all the other cases that has been raised by the same contact cases of the parent contact by understanding the previous cases of that contact we'll also try to understand the current case and then we can fix that faster and it right said you will be seeing then upload files where we can drag and drop the attachments and along with that we can also have something called knowledge base here so if we add that related list here it will display our knowledge articles which are related to the subject of this case let's say the this case says design issue with mechanical rotor any article that has been written on mechanical rotor will be displayed here like Google seditions now if I click anything related to any case or subject it will be opening as a separate in no tab you see under this case I haven't separate that I click on this account it will be opening on down here so under this case we have other details which we can toggle between by having this kind of easy to navigation in this particular case layout it will always mean service agent faster to have a better productive to close the tickets and this is the reason why Salesforce is very popular in customer relationship management daily we are receiving thousand queries or requests and we have five support teams is there a way as soon as a case is created it can be assigned to the respective team automatically yes the solution in Salesforce is assignment rules based on a particular criteria a case can be automatically assigned to a particular user occu example here is if a case description matches with warranty then automatically that case will be assigned to product warranty team without someone going and changing that ownership to their team as simple as that okay now it's demo time we'll go to service setup and we'll try to create couple of rules and we'll see whether they are working properly or not basically assignment rules are applicable for both lead and case object but we are worried about case SMM roles now so click on air cases and mint rules and it will take us to this page and before going any further always remember there can be only one assignment rule that can be activated so we have already an existing standard rule so whenever we activate where now we create and activate won't rule then automatically the other other one will get deactivated so I will say demo rule and I was the current active and click on save now we have created our rule and the other rule has been automatically it deactivated now I click on this rule and I will add couple of rule criteria so first rule I will add the sort order as one and I will add a condition saying that if case subject very subject subject subject if case subject contains anything related to hardware hardware then it should be assigned to me so I will click on my name and I can set a template saying that okay she can through a case has been assigned to you so I will be adding in standard email templates so these are all the standard email templates case as I'm in notification it such kind of email template I should I will be receiving leave other things has this and will click on save so basically this says whenever a case comes with subject hardware and subject contains hardware it will be automatically assigned to me and I will click on save so this is the first assignment rule criteria and I will add one more role so it will be like hi software issues so I will add this order to so this will be checked in this this will be checked in the order of two now I will be adding the condition contains software so it should be assigned to other person I have all created another user called software gun so it will be assigned to her and I will be adding him enter that same email template so software girl should be receiving email saying that a case has been assigned to and I will click on save now we have to rule criterias first rule says if a case comes Hardware then it should be assigned to chicon then if a case comes with software it should be assigned to software code as simple as that we are done with all sm entrance it's time to test we'll go back to cases to create a new case and we'll see whether our assignment rules works properly or not change the case origin to poor and scroll down and in subject feel something called hardware issue and please resolve and you see this cute little icon here right as I'm using active assignment rule check this and only then our SMN rule works so click on save and a new case will be created and it should be assigned to me see and we'll create one more case again and we will see whether it is reflecting properly change the case origin to phone again scroll down down and in some such aq software issue resolved immediately and check this box and then click on save and we should be seeing a new case that should be assigned to software you'll see we'll go back two spaces and to reflect those two cases here just refresh this page and you would be seeing those two cases hardware issue software issue very very simple awesome check on some of my support days follow up later on tickets is there any option I can get an email if case hasn't been addressed in two hours of its creation yes it is probably basically you're asking for some kind of escalation yes so we do have something called escalation rules if the case is not being addressed by supporting within specified time manager will receive an email automatically we'll see how okay now we'll navigate escalation rules whenever there is no much progress on that case within a specified time then we need to notify a user or we need to reassign that case or sometimes it can be both so such kind of things can be automatically handled by kaskell escalation rules so I will make it as Dame or role here and make it active similarly to the assignment rules even escalation works the same only one rule can be activated at one point of time I activate this and automatically the standard rule will be deactivated see and I will open this escalation rule and I need to cube a rule eight entry here so click on new and I should be giving a short order one and I say it's subject same condition I will begin subject contains it should be so escalation rule should only applicable for hardware issues will leave other options as is and also concept now it will create a rule entry and it will ask us to duty action now we need to create an escalation action escalation action says the time here so when every case is created and it hasn't been addressed within 30 minutes of it we can leave the of us here one or two or three and be right Serapis that means basically she has 30 men three add 30 minutes in this case I just want it for 30 minutes so if it hasn't been at within 30 minutes of this creation then we can Auto reassign in this case to someone so I will be reassigning this case to software girl here and I will be adding the notification template so something like case assignment so as soon as it hasn't been at the scene within 30 minutes it will be assigned to Supergirl and she will be receiving the notification as well here we can also notify to some user so we can give manager email here so that if it is hasn't been addressed manager will also make receive email hey some case hasn't been made any progress so we have assigned to someone so this is how it mean now is click on save and now we will be seeing this escalation rule saying that if a case comes with subject contains hardware and within 30 mins if it doesn't made any progress then it ends I need to software girl by notifying her with email as simple as that this is how you need to create an escalation role so in this example so we have this hardware issue and currently the status is new with the hot subject hardware with the subject hardware so if I don't modify this I am the owner of this case and if I don't modify this within the next 30 minutes automatically this case will be assigned to software girl so that she will be seeing this case in her open list and this will be no longer my case I almost forgotten we are receiving queries and complaints yae mins is there a way to automatically creates as soon as email received all support in memory so to do that we have something called email case whenever email is sent to your supporting similarly a case will be automatically created if assignment rules are already in place then cases will be assigned to the respective as well we'll look into it now to do this we need to search for email to case here click on email to case it will take us to this screen where you select it and click on continue now it will take us to the page where we need to enable the II meant to case functionality if you see here there are two types of email settings one is on-demand email to case and the second one is email to case okay the main difference is if you want to and the emails with an attachment more than 25 MB you need to choose him into case but you need to install a third-party software which is emailed to case agent and then you need to do it but to make it easy we will go for on-demand email to case the downside of this setting is we cannot send emails attachments more than 25 MB so click on edit and we need to enable email to case to enable our demand Yonder man email service and will lie and we leave this as is based on this thread ID so in subject will have the thread ID we don't want him body so based on the stud ID - and back forth emails between the Salesforce and the customer will be attached to the same case now I will click on save now we have our email case setting ready but we need to give a routing a trust Li this basically try to create an email ID for which customers will send emails so I will write support team so give some your address here and then scroll down so as soon as and emails comes to Salesforce it will create a case so will give the case priority as medium in case of shampoo email and I will leave the case on Aransas and click on save now it will try to create an email a trust to which customer will be sending emails so this is the email address for which customer has to send it and then as soon as Salesforce takes this it will create a case with case priority medium and case version is equal to email now we'll test this functionality before we test dysfunctionality we need to verify this address only then it will work now I will go to this email id and see so you see this email ID right and I just need to click on it so that it will be verified so click on continue i refresh this page and automatically it should be verified by now see it is verified now we can use this email ids the we can share this email to our customers so that they will send email to this but we're email id and case has to be created will test whether it is working to oh you're not so you can test this with any of your email ID you can test with any of your email ID I am trying with one of my email and I'll say new software issue please resolve and I will say it test and I'll click on send now a case should be created in Salesforce will see whether it is working properly or not now we'll go back to our cases and we'll see whether akainu case has been created click on case step and if you see this is our new case new software issue please resolve I'll click on this case and we should be seeing this case and it should have been assigned to software gun why because we have our assignment rule active so whenever an email has come it has created a case and it has checked for the assignment rule as this subject contains software it automatically assigned to software curve so with this scenario we have nested both email to case and we also tested SM control panel this is how they will work together yeah I forward one more thing so this is our case that has been created from a mentally its users and some women and the scenes has been created so all that log log of that email communications will be stored here see we see the emails it should so something like and this email communication will have the details about that email now if user replace from here it will automatically will go to that email with the date so we will understand the significance of that ID here so click on reply now and it will ask us to give the details we are sending it to this guy and now subject should be having this is response from Salesforce and click on send scroll down and click on send now this main has to be sent to the customer if you see down here this is the current email and this is the previous email this e-mail deployment now I will go back and check whether we get the mail or not so this is my email and click on here and this is what it has been created so this is the response from Salesforce we need to click on look Sofia even though it says here and this is a support team may need e-mail humanity now if you see this is the weird extra thing yet see this is what is called threat ID based on this thread ID whenever we reply back to Salesforce sales was will understand okay there is a there is an already existing case with this particular threat idea and it will attach this email to the respect to case I will click on reply but in this apply instead of this it should be our demo you aren't usually the step is not required for any company's official email address if we add this as for forwarding email address automatically as soon as you click on reply that company melody will be displayed and if you send any men it will automatically being sent in a simple sentence the manual changing of this is not required if we have configured forward email functionality so now we will add this as this is response from user to Salesforce again and I will see concent now this email should go back to the same case it shouldn't create a new case it should go back to the same case and attach it to the respective case now I have come back to the Salesforce again i refresh this page and it shouldn't create any new consumer seeing and i have clicked on refresh which is again three now i will go back to my case and now i should be seeing the latest email as well i click this email functional email related list and scroll down you see this is the response from the user to salesforce again this happened just because there is a threat ID without retiree it would have created a new case that is the reason we need to check that that item and we have configured email to case this is how we need to set up email to case functionality this is great is there a way customer receives an acknowledgement email as such stating that team started working on that issue yeah this is possible the solution is auto response rules based on a particular criteria acknowledgement mains can be sent to customers example if Kay's description contains voluntee a mail will be sent to customers stating that so-and-so team is what our agent will get back to you answer very simple okay to create a auto response rule we'll just search for auto response rule here and click on case auto response rule it will take us to this page now click on new to define the rule here so we'll say the mall rule again and click on active and click on save now we have our response rule and we click on this rule to have zero criteria so we'll add the same kind of condition here as well something like okay subject contains software its subject contains software then it should send a replay mail to the respective user so we'll give it it from email to my company and I will give the man a truss which should be this yeah and we'll select email template this is the template that will be sent to the respective or customer so we'll have case created via web queries this should be fine and now our auto response rule is ready normal test this scenario will give the support email and click on subject saying that laptop software issue please resolve and now in body will have something like this now click on sent will see where their case is created in Salesforce in the past place then we'll come back to the acknowledgement now click on cases and refresh this page is we should be seeing our new case here yeah see this is our laptop software issue please resolve I click on this and I should be seeing this case and that should be assigned to software girl this is the same thing which we have done and yet now we should be receiving an acknowledgement email now click here and see Lola case so-and-so and it says laptop software issue please resolve dear my thank you for submitting your case to us online so and so blah blah blah blah so this is the acknowledgement email that is being sent from Salesforce this is how autos response tool works is there a way and user can give details on our website so that cases will be created either it's a query or a warranty issue yes it is possible we can create a verb form spacer we have something called web the case where we can give the feasibility to user where he or she can go to your official website and enter details so that case creates automatically in Salesforce we'll have a quick time on it so to implement web 2ks we'll search for web to casing up so we have to these two things first we will need to enable it so to do that we'll click on this web to case as this is enabled I will leave that as is and I will click on web to case his team el generator these are the fields that needs to be displayed in the form that we are going to display in our layout so contact name email phone subdued ascription this should be fine and what is the return euros as soon as they click on submit where it should get navigated so I don't have any official page I will just give www and reCAPTCHA / I don't want to have any CAPTCHA here so I will just disable it and I will click on generate then it will generate me HTML page so I have HTML page and I don't have an official website what should i do I will create a HTML usually what happens is this is just an HTML page and you will be seeing contact name and it is displaying this text box and email and text box as such so this particular course repaired has to be sent to the front-end development team who is actually working on the official website so they will just copy paste it in their form to display on our website so that this form is we will be visible for customers in our case I will just copy and put it in notepad notepad plus plus click on notepad and add this click on save and give some name here web to case demo and HTML and also change the type to HTML HTML yeah and click on save now we have our HTML file ready and we'll click on that HTML file it should open this form if we migrate the same code in our official website as soon as that website opened this form will be displayed there so users will be entering their details something like Vegas recon no English will con I did it Jim in dot-com porn and subject saying that mobile software issue and description from web form and click on save and click on submit sassiness we click on submit it will redirect us to the google as we click on submit a case should have been created in salesforce will go and see so this is our cases page currently we have four new and click on refresh it should display pi now yeah right when if you don't see that case here go to all cases and then check that case or as you can query it in the developer console as well and now scroll down and click on this mobile software issue this is the one which we have created as this is also software related case it should be assigned to software 12 as per our assignment rules and this is how we can implement web to case in salesforce very very easy nice apart from web and phone communications do we have any other channels for users to communicate with us yes actually we have many out of its the popular ones are live agent chat open CTI cell service communities field service communities so live agent chat is basically a chat board our users can log into the official website and then they can at a chat board will appear there and they can chat if that question is related to your personal support team automatically the support team will see the pop up and then they can communicate they can chat to resolve the issue open CT is basically a third-party integration in salesforce where support team can directly call their it recall to the customers from Salesforce application itself cell service communities is basically a kind of application where users can price cases or find answers extra pill service communities is also a place where a user can log the details and rise cases etc etc but the thing is it is completely feasible for offline thank you she can't one last question as my service team closes a case can we have some sort of place where they can share this knowledge this helps others team members if they encounter the similar issues yes sales was has something called a knowledge base so this helps service teams to find answers from so common questions let's say a case has been created and that is having a similar issue which has been already solved they will be seeing that particular article in the right set so this has to be configured so this is all up a different topic so if we want I will make that video separately but this is how it looks like let's say you will be seeing the case details and Wright said he will be seeing the related knowledge articles well summarize this so in the case management workflow for rising the compliance and paralyzing the queries and create the case automatically we have web to case & Demons case whenever user sends an email or whenever user fills some form in web then automatically case will be created so whenever a case is created we have auto response rules to send the net acknowledgement back to the customers so once a case is created it has to be assigned to this set of users based on their skills so to do that we have something called SM and Rosa this assignment rules will helps cases to be assigned to the particular team as particular Tyria and we finally go have the escalation rules this escalation rules will escalate the particular case to the manager whenever there was no progress in that particular case so this is a whole level of the case management workflow and that's a wrap up if you liked this video give a thumbs up and if you have any questions or if you want me to make video on any topic comment down below I will be making another video on security model next week and practice practice practice happy learning and bye

Channel: Salesforce Exclusive

Views: 50,584

Keywords: Salesforce Case management, case management, case management workflow, service cloud, service console, assignment rules, auto response rules, escalation rules, email to case, web to case, salesforce case implementation, cases salesforce, salesforce cases, salesforce, knowledge base salesforce

Id: U9pGGgcACeA

Length: 30min 46sec (1846 seconds)

Published: Tue Sep 24 2019