Navigating Your Service Cloud Trial
Navigating Your Service Cloud Trial
Navigating Your Service Cloud Trial
TABLE OF CONTENTS
Getting Started with Service Cloud
Getting Started Tab................................................................................................. 4
Cases Tab................................................................................................................ 5
Service Cloud Console........................................................................................... 6
Chatter and Articles Tabs....................................................................................... 7
Reports and Dashboards Tabs............................................................................. 8
Resolve a Case
View Knowledge Article......................................................................................... 9
Email knowledge article to yourself................................................................ 9-10
Add an internal note to the case and close the case................................... 11-12
Collaborate on a Case
Change your Chatter profile picture...............................................................13-14
Follow or subscribe to a case.............................................................................. 15
Invite another agent to contribute to a case.......................................................16
Login as ServiceAgent to view the comment..............................................17-18
Setup Your Web Portal
Create a new portal user................................................................................19-20
Find the portal URL in the Setup area........................................................... 21-22
Request a login to the customer portal........................................................ 22-23
Browse Knowledge Articles and Create a Case......................................... 23-24
TABLE OF CONTENTS
Post Questions in a Service Community
Grant User Access to the Service Community............................................. 25-26
Login to the portal as Mark Land................................................................. 26-27
View Case in Salesforce.......................................................................................28
See Agents response to the question................................................................29
View Service Reports and Dashboards
Open the Service Executive Dashboard.....................................................30-31
Add a filter based on the case field Type:..................................................31-32
Modify a Report with a New Data Range.................................................... 33-34
Configuration
Create Additional Users................................................................................ 35-36
Configuration
Hide the Interaction Log................................................................................ 37-39
Configuration
Add a Custom Field to Cases....................................................................... 40-42
Configuration
Create a Queue............................................................................................. 43-44
Configuration
Enable Email-to-Case................................................................................... 45-46
Configuration
Route Email Cases to New Queue............................................................... 47-49
App Selector
Help & Training
This link takes you to our help portal where you can
search for help on specific topics, or ask questions
that you have in our customer community.
Tab Selector
Cases tab. The Cases tab is where your agents will find the cases or customer
service issues they need to work on.
Views
Case List
Service Cloud Console. The Service Cloud Console is your primary case
management interface for your service agents.
Highlight Panel
Case Actions
Knowledge
Sidebar
Case Feed
Knowledge puts
answers at your agents
fingertips to close cases
faster. Service Cloud
pre-filters knowledge
articles based on your
case information so
agents dont waste time
searching.
RESOLVE A CASE
Your agents use Cases to manage all inbound customer
service issues.
THIS ARTICLE WILL GUIDE YOU THROUGH CLOSING YOUR FIRST CASE
AND ADDING A COMMENT TO THE CASE.
TO CLOSE YOUR FIRST CASE, YOU WILL:
VIEW
KNOWLEDGE
ARTICLE
A. In the Articles box to the right, click on the article Resolve a Case. The article will open
in a new tab.
EMAIL
KNOWLEDGE
ARTICLE TO
YOURSELF
B. Once youve confirmed this is the correct article, click on the triangle next to the article
and select Email as Article PDF.
RESOLVE A CASE
C. Click the + next to the email drop-down.
E. Add a message within the body of the email, then click the green Send Email box.
10
RESOLVE A CASE
ADD AN
INTERNAL
NOTE TO THE
CASE AND
CLOSE THE
CASE
B. In the text box, type I have resolved the case and click Share.
11
RESOLVE A CASE
D. Change status to Closed and click Change Status.
12
COLLABORATE ON A CASE
Salesforce has transformed the way customer service
organizations collaborate on cases. With Service Cloud your
agents can quickly identify and engage the right person to help
resolve cases in real-time.
LEARN HOW CHATTER ENABLES YOUR AGENTS TO COLLABORATE
ON CASES
CHANGE
YOUR
CHATTER
PROFILE
PICTURE
13
COLLABORATE ON A CASE
E. Click Save.
14
COLLABORATE ON A CASE
FOLLOW OR
SUBSCRIBE
TO A CASE
B. Select Sample Cases from the drop down and click the case When was the Golden
Gate Bridge built?
15
COLLABORATE ON A CASE
INVITE
ANOTHER
AGENT TO
CONTRIBUTE
TO A CASE
D. The comment will then be saved to the case feed below and the other user will
receive an email notification.
16
COLLABORATE ON A CASE
LOGIN AS
SERVICEAGENT TO
VIEW THE
COMMENT
C. Find Service Agent and click the Login button next to the name. You are now logged
in as ServiceAgent.
17
COLLABORATE ON A CASE
E. Select Chatter from the right-hand drop-down menu.
F. You will see the case comment right in your feed. To respond, click Comment or dive
into the case by clicking the case number.
18
CREATE A
NEW PORTAL
USER
19
C. Replace the Email field with your email address. This is essential to enable the selfregistration process.
D. Click Save.
20
FIND THE
PORTAL
URL IN THE
SETUP AREA
B. In the left hand column, click Customize, Customer Portal, and Settings.
21
D. Copy the Login URL link and open it in another browser window.
REQUEST
A LOGIN
TO THE
CUSTOMER
PORTAL
A. In the customer portal login page, enter your email address and click Submit.
22
B. Go to your inbox to receive login instructions. Once you receive them, enter them in
the left-side box to login.
BROWSE
KNOWLEDGE
ARTICLES
AND CREATE
A CASE
B. Click on the Where is the Golden Gate Bridge? Preview it and close out when
youre done.
23
Great job! Your customers are now able to help themselves to important information!
24
GRANT
MARK LAND
ACCESS TO
CHATTER
ANSWERS THE SERVICE
CLOUDS
Q&A
COMMUNITY
A. Click on <your name> Setup, Administration Setup, Manager Users and Users.
25
B. Click Edit for Mark Land. If you dont see Mark Land as a user, please see Article 2
(Setup Your Web Portal) to setup this user.
D. Click Save.
LOGIN TO
THE PORTAL
AS JOHN
PORTAL
USER
A. You should have already created a login for John PortalUser. If you havent, see Article
2 (Setup Your Web Portal) for detailed instructions.
26
D. Review the suggested answers and/or articles from the knowledge base.
E. Since none of the suggested solutions quite answer your specific question, you can
post the question to the community. Click Post the question to the community. You
will be prompted to add further information to your question.
27
VIEW
CASE IN
SALESFORCE
The next step in this activity is to view the question from an agent or moderators
perspective. Salesforce gives moderaters/agents the ability to view all open questions
and respond with answers.
B. Select the Chatter Answers Moderator view within the Service Cloud.
28
OPTIONALLY,
LOG BACK
INTO THE
PORTAL TO
SEE THE
AGENTS
RESPONSE
TO THE
QUESTION
A. Check the answer from the agent is visible and selected as best answer.
29
OPEN THE
SERVICE
EXECUTIVE
DASHBOARD
B. If you arent directed there already, navigate to the Service Cloud Executive dashboard
in the Search box.
30
ADD A FILTER
BASED ON
THE CASE
FIELD TYPE:
31
C. In the Field field, type Type and select the second proposed option (Case Information,
Type).
D. Add 2 Filter Options, so that Operator equals Sample Cases, Trial (use magnifying
glass for assistance).
E. Click OK.
F. Click Close and then Save & Close.
32
DRILL INTO
THE REPORT
OPEN CASES
AND MODIFY
IT WITH A
NEW DATE
RANGE
A. Click on the graph Open Cases, the full report will open.
B. Change the date range option from Custom to Last 120 days.
33
34
35
C. Enter all fields marked as required: Last Name, Alias, Email, Username, Community
Nickname.
In the right column, select Salesforce for the User License type and System Admin for
the Profile type.
Check the Knowledge User and Service Cloud User boxes.
Tip: Press the Tab button to advance to next field. Many of the fields will auto-populate
for you.
E. Make sure the last box is checked so your new user will immediately receive login
credentials.
F. Click Save.
A. Go to Your Name, Setup, App Setup, Customize, Cases, and Page Layout.
37
B. In the section Page Layouts for Case Feed Users, click the Action drop-down list and
select Edit Detail View.
38
G. Close all the case tabs open and reload the page.
H. Open a case to see the new case view without the interaction log.
Tip: If the Interaction Log is still there, log out of Salesforce and log back in.
Ta-da! The interaction log is now hidden. You can always re-enable it if you prefer.
39
40
D. Click Next.
E. In this example, we will add a custom field called Case Age and use a formula to
calculate how many days the case has been open. Enter Case Age for the Field Label
and select Number for the formula return type.
F. Click Next.
41
H. Click Next.
I. Click Next.
J. Click Save.
K. Go back to the Service Cloud Console, open a case and click View Case Details: the
Case Age appears at the bottom of the details.
Now that you have the hang of it, go ahead and add all the custom fields that
matter to your business!
42
B. Click New.
F. Click Next.
All done!
44
B. Click Continue.
[Note: Email-to-Case is already enabled, however a routing address has to be added.]
45
A. Go to Your Name, Setup, App Setup, Customize, Cases, and Assignment Rules.
B. Click New.
47
D. Click Save.
E. Click on the Rule Name and Email Cases.
48
H. Click Save.
I. Click Edit.
J. Select Active.
K. Click Save
If the routing email address configured for email-to-case has been validated, then new
cases are created from emails.
49