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Df10050 vasudev
Df10050 vasudev
Df10050 vasudev
Df10050 vasudev
Df10050 vasudev
Df10050 vasudev
Df10050 vasudev
Df10050 vasudev
Df10050 vasudev
Df10050 vasudev
Df10050 vasudev
Df10050 vasudev
Df10050 vasudev
Df10050 vasudev
Df10050 vasudev
Df10050 vasudev
Df10050 vasudev
Df10050 vasudev
Df10050 vasudev
Df10050 vasudev
Df10050 vasudev
Df10050 vasudev
Df10050 vasudev
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Df10050 vasudev

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  • 1. Developing Applications for the Service Cloud
    Developers
    GautamVasudev: salesforce.com
    Scott Sanders : Stone Cobra
  • 2. Session Objectives
    Develop requirements typical of a customer service organization to Service Cloud functionality
    Discover new functionality in the Service Cloud like Entitlements and Service Cloud Console that enable goals of the customer service organization
  • 3. Session Outline
    Entitlement Management and Entitlement Processes – Setting up a First Response Milestone
    Variations on ownership changes: The Get Next Case and Get Next Lead button
    The Service Cloud Console Integration Toolkit: Developing with the Service Cloud Console
    30 Minutes
    Stone Cobra Service Cloud Console Integration
    15 Minutes
    Q&A
    15 Minutes
  • 4. Safe Harbor
    Safe harbor statement under the Private Securities Litigation Reform Act of 1995: This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties materialize or if any of the assumptions proves incorrect, the results of salesforce.com, inc. could differ materially from the results expressed or implied by the forward-looking statements we make. All statements other than statements of historical fact could be deemed forward-looking, including any projections of subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plans of management for future operations, statements of belief, any statements concerning new, planned, or upgraded services or technology developments and customer contracts or use of our services.
    The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and delivering new functionality for our service, our new 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 intellectual property and other litigation, risks associated with possible mergers and acquisitions, the immature market in which we operate, our relatively limited operating history, our ability to expand, retain, and motivate our employees and manage our growth, new releases of our service and successful customer deployment, our limited history reselling non-salesforce.com products, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of salesforce.com, inc. is included in our annual report on Form 10-K for the most recent fiscal year ended January 31, 2010. This documents and others are available on the SEC Filings section of the Investor Information section of our Web site.
    Any unreleased services or features referenced in this or other press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase our services should make the purchase decisions based upon features that are currently available. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements.
  • 5. Entitlements & Service Contracts – An Introduction
    Define service levels for support products and programs
    Manage customers’ entitlements & service contracts
    Verify customers are eligible for support
    Enforce detailed service levels with time-dependent, automated processes
  • 6. A First Response Milestone
    Represents how quickly your support organization must respond to a customer case
    Often defined as the elapsed time from when a case is opened until a member of the support organization starts diagnosing the problem
    Usually marked by notifying the customer that their issue is being addressed either via email, a comment on the case or both
  • 7. Case Comment First Response Milestone
    Objective – Set up first response milestone with triggers
    Demo, Code , milestoneUtils
  • 8. Auto-completion of First Response Milestone: Code Snippet
  • 9. No Cherry Picking – The Get Next Case Button
    Call centers sometimes want to prevent agents from cherry-picking cases and leads from queues those agents belong to
    Easily done in salesforce.com by –
    Looking up the queues that the agent is a member of
    Finding the next open case or lead assigned to one of those queues
    Assigning the case or lead to agent
  • 10. Get Next Case and Get Next Lead button
    Objective – Create a “Get Next” button to assign cases/ leads to agents
    Demo, Code, Get Next Case Button
  • 11. Get Next Case – Code Snippet
  • 12. Service Cloud Console
    Many customers have high transaction volume environments
    Agents are not always able to wrap up a case
    Agents require contextual information
    Fewer clicks make better user experience
    Easier navigation makes learning easier
  • 13. Developing with the Service Cloud Console
    Objective – Use Service Cloud Console Integration Toolkit to open tabs within the Service Cloud Console
    Demo, Code
  • 14. Service Cloud Console Integration – Code Snippet
  • 15. Scott Sanders
    Stone Cobra
  • 16. Service Cloud Console – Benefits
    First Javascript API built specifically for partners
    Improved performance
    Fewer objects in a transaction
    Smaller page size, faster response time, fewer re-loads
    Richer user experience
    No longer limited to ‘just a related list’
    Need a VF component on the page in edit mode?
    Better way to show sibling or child relationships
    Better Salesforce citizen
    No need to take over an entire page to add a feature
  • 17. Service Cloud Console – Best Practices
    Smaller pages
    Focused features improve UX, code maintenance
    Prevents duplicating existing work (no need to override the case page)
    Discipline for componentization
    Code level – think re-use
    Package level – do one thing well
    Prepare for the Service Cloud Console
    Test pages in both modes
    API defense (checking for one mode if necessary)
  • 18. Service Cloud Console – Tips & Gotchas
    Pre-load console tabs on case open
    Zero height VF component can open multiple subtabsautomatically via JS API
    Think user experience, not data model
    Task completion is the goal, not just listing fields
    Javascript Debugging can be challenging
    If you run into problems, open the page outside the console
    VF Page Editor doesn’t show in console mode
    Use Eclipse to do quick VF editing
  • 19. Q&A
    Questions
    Best Practices
    Useful Links
    Developing With The Service Cloud-http://wiki.developerforce.com/index.php/DevelopingWithServiceAndSupport
    Service Cloud Console Integration Toolkit Developer's Guide - http://www.salesforce.com/us/developer/docs/api_console/index.htm
  • 20. Q&A
    Questions
    Useful Links
    Developing With The Service Cloud
    Salesforce CRM Customer Service Product Blog
    Service Cloud Console Integration Toolkit Developer's Guide
  • 21. Thank you!
  • 22. Visit the Developer Training and Support Booth in Force.com Zone
    D I S C O V E R
    Developer training, certification and support resources
    that help you achieve
    S U C C E S S
    Find us in the Partner Demo Area of
    Force.com Zone 2nd Floor Moscone West
    Learn about Developer Certifications
    Discover Developer Learning Paths
  • 23. How Could Dreamforce Be Better? Tell Us!
    Log in to the Dreamforce app to submit
    surveys for the sessions you attended
    Use the Dreamforce Mobile app to submit surveys
    OR
    Every session survey you submit is a chance to win an iPod nano!

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