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Service Cloud: Automate Your Case Management
Accelerator Webinar

Presenter Name, Title of Presenter [email protected] @twitterhandle

This webinar will begin at 12:05 pm PDT

Welcome to this
Accelerator Webinar!

In this 2 hour session, we’ll go over the

main components of a great Service
Lightning Knowledge implementation and
review best practices so you can get the
most out of your Salesforce investment.
Overview

What brought you to the webinar?

Your business objectives:

● Improve service operation efficiency with case automation.
● Improve agent productivity.
● Improve customer experience.
Thank You for Being a
Salesforce Customer
Event Information and Logistics

First things first

● This session will be recorded.

● You can access this presentation and recording
through the Trailblazer Community and an email
you’ll receive tomorrow.
● Post your questions in the GoToWebinar panel
during the event, and the Trailblazer Community
once it’s concluded.

success.salesforce.com/
Introductions

Presenter Name Presenter Name

Title of Presenter Title of Presenter
 Forward-Looking Statements

Statement under the Private Securities Litigation Reform Act of 1995: limited operating history, our ability to expand, retain, and motivate our employees and manage our
This presentation may contain forward-looking statements that involve risks, uncertainties, and growth, new releases of our service and successful customer deployment, our limited history reselling
assumptions. If any such uncertainties materialize non-salesforce.com products, and utilization and selling to larger enterprise customers. Further
or if any of the assumptions proves incorrect, the results of salesforce.com, inc. could differ materially information on potential factors that could affect the financial results of salesforce.com, inc. is included
from the results expressed or implied by in our annual report on Form 10-K for the most recent fiscal year and in our quarterly report on Form
the forward-looking statements we make. All statements other than statements of historical fact could 10-Q for the most recent fiscal quarter. These documents and others containing important disclosures
be deemed forward-looking, including any projections of product or service availability, subscriber are available on the SEC Filings section of the Investor Information section of our Web site.
growth, earnings, revenues, or other financial items and any statements regarding strategies or plans Any unreleased services or features referenced in this or other presentations, press releases or public
of management for future operations, statements of belief, any statements concerning new, planned, statements are not currently available and may not be delivered on time or at all. Customers who
or upgraded services or technology developments and customer contracts or use of our services. purchase our services should make the purchase decisions based upon features that are currently
The risks and uncertainties referred to above include – but are not limited to – risks associated with available. Salesforce.com, inc. assumes no obligation and does not intend to update these
developing and delivering new functionality for our service, new products and services, our new forward-looking statements.
business model, our past operating losses, possible fluctuations in our operating results and rate of
growth, interruptions or delays in our Web hosting, breach of our security measures, the outcome of
any litigation, risks associated with completed and any possible mergers and acquisitions, the
immature market in which we operate, our relatively
Our Focus

We’ll help you get the most from your

Salesforce implementation
Accelerators are high-impact engagements designed
specifically to maximize your Salesforce investment.
They’ll help you:

● Define an automate Case Management process.

● Create the required queues for case assignment.
● Identify auto-response and auto-notification opportunities.
● Define Assignment Rules.
● Create Escalation Rules.
● Define when these automated rules will execute.
 O
pt
io
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l
Case Assignment and
Escalation Setup
Support Settings

Take advantage of Support Settings for

uniform automation
Automation Advantages
● Set default Case Owner.
● Determine record type for the case.
● Chose Auto-Response Template.
● Define your additional declarative case handling settings.
Support Settings

Utilize Support Process for automated

handling
Automation Advantages
● Define your support process.
● Create corresponding Case Status values.
● Utilize Case Status for Case Assignment and Escalation handling.
.
Define Business Hours

Define Organization Business Hours

Support for multiple entries

● Create Business Hours.
● Define hours and time zone.
● Set entry as active.
● Set Default Business Hours entry.

.
Case Assignment Rule

Create an Assignment Rule

Rule Entries
● Specify the Criteria for assignment.
● Define the rule entry order.
● Create actions for each rule entry.
● Create default catch-all rule entry.

.
Escalation Rules

Create an Escalation Rule

Rule Entries
● Specify the Criteria for escalations.
● Define the rule entry order.
● Create actions for each rule entry.

.
Case Auto-Response Rules

Create an Auto-Response Rule

Rule Entries
● Specify the Criteria for action.
● Select an email template.
● Define the sender name and email address.

.
Next Steps and Resources
We Can Guide Customers Every Step of the Journey

With resources, programs and experts to fit their needs

Adoption Services
Accelerators
Interactive Webinars & Events
Proactive Engagement

Always On Resources Advisory Services

Show Me
Trailhead How Architects
Success Communities Customer-Centric Design
Help Portal Strategic Services
Transformation Services
Do It Do It
Myself With Me
Blaze Your Path to Success, Faster

With Success Plans to Take You Further

Standard Premier

Guided Journeys

Success Community

Trailhead

Accelerators

Developer Support

Success Management

Circles of Success

Interactive Webinars

Admin Assist optional upgrade

Support 12/5 Online 24/7 Phone & Online

2-Day Response 1-Hour Critical Response

Learn more about Premier Success

Learn More

Accelerate your path to success

Accelerators Trailhead Success Resources

Design Your Lightning Console Omni-Channel Basics Help and Training: Service Cloud Case
Learn how Lightning Console for Service Cloud Take your case assignment to the next level. Management
gives your agents fast access to key data so cases Omni-Channel pushes work assignments to the Set up the Service Cloud basics for case
get resolved quickly. correct agents automatically. management to meet your business needs.
Customize your automation process for
Automate Work Distribution with Omni-Channel Service Cloud for Lightning Experience cases—such as assignment and escalation rules.
Learn how to use Service Cloud Omni-Channel Case management means organizing customer Help and Training: Omni Channel
capabilities to send the right cases to the right cases into one place and delivering them to the Omni-Channel routes all these assignments to the
agents. A Salesforce expert will show you how to right person, at the right time. Service Cloud does correct agents automatically. Agents no longer have
route inquiries from multiple channels to the best all that with automation tools. to pick and choose work assignments manually
agent. from the queue.

See our Complete Portfolio

See all Trails See all Success Resources
of Salesforce Accelerators
 Learn More

Accelerate Your Path to Success

Do It Myself Show Me How Do It with Me

Omni-Channel Basics Design Your Lightning Console Admin Assist

Take your case assignment to the next level. Omni-Channel Learn how Lightning Console for Service Cloud gives your With Premier+, have a Salesforce admin help
pushes work assignments to the correct agents automatically. agents fast access to key data so cases get resolved quickly. configure and maintain your Salesforce solution
Service Cloud for Lightning Experience
Implementation Architect
Case management means organizing customer cases into one Automate Work Distribution with Omni-Channel
A designated single Cloud expert who will be the
place and delivering them to the right person, at the right time. Learn how to use Service Cloud Omni-Channel capabilities to
Salesforce lead on your deployment, providing
Service Cloud does all that with automation tools. send the right cases to the right agents. A Salesforce expert
expertise and oversight for your architectural needs.
Help and Training: Service Cloud Case Management will show you how to route inquiries from multiple channels to
Set up the Service Cloud basics for case management to meet the best agent. Lightning Boost
your business needs. Customize your automation process for Accelerate your Lightning transition with expert
cases—such as assignment and escalation rules. Circles of Success guidance on Lightning readiness, feature usage to
Help and Training: Omni Channel Hosted by a Salesforce expert, meet with fellow customers to maximize ROI, and a tailored transition plan
Omni-Channel routes all these assignments to the correct agents talk about your experiences and share best practices on a
automatically. Agents no longer have to pick and choose work variety of topics. Offered virtually and in person.
assignments manually from the queue.
See all of our
Salesforce Services
See Upcoming Circles of
See all Trails
Success

See our Complete Portfolio

See all Success Resources
of Salesforce Accelerators
Blaze Your Path to Success, Faster

Our Success Plans take you further and help you achieve your business outcomes

Standard Premier
● Guided Journeys ● Standard plus:
● Success Community ● Circles of Success
● Trailhead ● Interactive Webinars
● Success Management
● Developer Support (200 Lines)
● Configuration Services (Optional)
● Productivity Services (Optional)
● Accelerators

Support Support
12/5 Online 24/7 Phone and Online
2- Day Response 1 Hour Critical Response
Next Steps

Let’s schedule dates and get started

1 Join the Salesforce Service Cloud Trailblazer Community: https://sfdc.co/0v0uS

2 Take the Get Started with Lightning Knowledge Trailhead Module: https://sfdc.co/bC6MjW

Premier Customers: Request your 1:1 with a Salesforce Success Specialist and plan your next steps.
3 (1:1 follow-up invitations will be sent after you complete the survey).

Check your email tomorrow for links to this session’s recording and slides, and complete the survey to share your feedback
4 on today’s webinar.

5 Not a Premier Customer but Interested in Learning More? Reach out to your Salesforce Account Team for more details.
Send us your Feedback!

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