Developing Applications for the Service Cloud<br />Developers<br />GautamVasudev: salesforce.com<br />Scott Sanders : Ston...
Session Objectives<br />Develop requirements typical of a customer service organization to Service Cloud functionality<br ...
Session Outline<br />Entitlement Management and Entitlement Processes – Setting up a First Response Milestone<br />Variati...
Safe Harbor<br />Safe harbor statement under the Private Securities Litigation Reform Act of 1995: This presentation may c...
Entitlements & Service Contracts – An Introduction<br />Define service levels for support products and programs<br />Manag...
A First Response Milestone<br />Represents how quickly your support organization must respond to a customer case<br />Ofte...
Case Comment First Response Milestone<br />Objective – Set up first response milestone with triggers<br />Demo, Code , mil...
Auto-completion of  First Response Milestone: Code Snippet<br />
No Cherry Picking – The Get Next Case Button<br />Call centers sometimes want to prevent agents from cherry-picking cases ...
Get Next Case and Get Next Lead button<br />Objective – Create a “Get Next” button to assign cases/ leads to agents<br />D...
Get Next Case – Code Snippet<br />
Service Cloud Console<br />Many customers have high transaction volume environments<br />Agents are not always able to wra...
Developing with the Service Cloud Console<br />Objective – Use Service Cloud Console Integration Toolkit to open tabs with...
Service Cloud Console Integration – Code Snippet<br />
Scott Sanders<br />Stone Cobra<br />
Service Cloud Console – Benefits<br />First Javascript API built specifically for partners<br />Improved performance<br />...
Service Cloud Console – Best Practices<br />Smaller pages<br />Focused features improve UX, code maintenance<br />Prevents...
Service Cloud Console – Tips & Gotchas<br />Pre-load console tabs on case open<br />Zero height VF component can open mult...
Q&A<br />Questions<br />Best Practices<br />Useful Links<br />Developing With The Service Cloud-http://wiki.developerforce...
Q&A<br />Questions<br />Useful Links<br />Developing With The Service Cloud<br />Salesforce CRM Customer Service Product B...
Thank you!<br />
Visit the Developer Training and Support Booth in Force.com Zone<br />D I S C O V E R<br />Developer training, certificati...
How Could Dreamforce Be Better?  Tell Us!<br />Log in to the Dreamforce app to submit<br />surveys for the sessions you at...
Upcoming SlideShare
Loading in...5
×

Df10050 vasudev

736

Published on

0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total Views
736
On Slideshare
0
From Embeds
0
Number of Embeds
0
Actions
Shares
0
Downloads
9
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide

Df10050 vasudev

  1. 1. Developing Applications for the Service Cloud<br />Developers<br />GautamVasudev: salesforce.com<br />Scott Sanders : Stone Cobra<br />
  2. 2. Session Objectives<br />Develop requirements typical of a customer service organization to Service Cloud functionality<br />Discover new functionality in the Service Cloud like Entitlements and Service Cloud Console that enable goals of the customer service organization<br />
  3. 3. Session Outline<br />Entitlement Management and Entitlement Processes – Setting up a First Response Milestone<br />Variations on ownership changes: The Get Next Case and Get Next Lead button<br />The Service Cloud Console Integration Toolkit: Developing with the Service Cloud Console<br />30 Minutes<br />Stone Cobra Service Cloud Console Integration<br />15 Minutes<br />Q&A<br />15 Minutes<br />
  4. 4. Safe Harbor<br />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.<br />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. <br />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.<br />
  5. 5. Entitlements & Service Contracts – An Introduction<br />Define service levels for support products and programs<br />Manage customers’ entitlements & service contracts<br />Verify customers are eligible for support<br />Enforce detailed service levels with time-dependent, automated processes<br />
  6. 6. A First Response Milestone<br />Represents how quickly your support organization must respond to a customer case<br />Often defined as the elapsed time from when a case is opened until a member of the support organization starts diagnosing the problem<br />Usually marked by notifying the customer that their issue is being addressed either via email, a comment on the case or both<br />
  7. 7. Case Comment First Response Milestone<br />Objective – Set up first response milestone with triggers<br />Demo, Code , milestoneUtils<br />
  8. 8. Auto-completion of First Response Milestone: Code Snippet<br />
  9. 9. No Cherry Picking – The Get Next Case Button<br />Call centers sometimes want to prevent agents from cherry-picking cases and leads from queues those agents belong to<br />Easily done in salesforce.com by –<br />Looking up the queues that the agent is a member of <br />Finding the next open case or lead assigned to one of those queues<br />Assigning the case or lead to agent<br />
  10. 10. Get Next Case and Get Next Lead button<br />Objective – Create a “Get Next” button to assign cases/ leads to agents<br />Demo, Code, Get Next Case Button<br />
  11. 11. Get Next Case – Code Snippet<br />
  12. 12. Service Cloud Console<br />Many customers have high transaction volume environments<br />Agents are not always able to wrap up a case<br />Agents require contextual information<br />Fewer clicks make better user experience<br />Easier navigation makes learning easier<br />
  13. 13. Developing with the Service Cloud Console<br />Objective – Use Service Cloud Console Integration Toolkit to open tabs within the Service Cloud Console<br />Demo, Code<br />
  14. 14. Service Cloud Console Integration – Code Snippet<br />
  15. 15. Scott Sanders<br />Stone Cobra<br />
  16. 16. Service Cloud Console – Benefits<br />First Javascript API built specifically for partners<br />Improved performance<br />Fewer objects in a transaction<br />Smaller page size, faster response time, fewer re-loads<br />Richer user experience<br />No longer limited to ‘just a related list’<br />Need a VF component on the page in edit mode?<br />Better way to show sibling or child relationships<br />Better Salesforce citizen<br />No need to take over an entire page to add a feature<br />
  17. 17. Service Cloud Console – Best Practices<br />Smaller pages<br />Focused features improve UX, code maintenance<br />Prevents duplicating existing work (no need to override the case page)<br />Discipline for componentization<br />Code level – think re-use<br />Package level – do one thing well<br />Prepare for the Service Cloud Console<br />Test pages in both modes<br />API defense (checking for one mode if necessary)<br />
  18. 18. Service Cloud Console – Tips & Gotchas<br />Pre-load console tabs on case open<br />Zero height VF component can open multiple subtabsautomatically via JS API<br />Think user experience, not data model<br />Task completion is the goal, not just listing fields<br />Javascript Debugging can be challenging<br />If you run into problems, open the page outside the console<br />VF Page Editor doesn’t show in console mode<br />Use Eclipse to do quick VF editing<br />
  19. 19. Q&A<br />Questions<br />Best Practices<br />Useful Links<br />Developing With The Service Cloud-http://wiki.developerforce.com/index.php/DevelopingWithServiceAndSupport<br />Service Cloud Console Integration Toolkit Developer's Guide - http://www.salesforce.com/us/developer/docs/api_console/index.htm<br />
  20. 20. Q&A<br />Questions<br />Useful Links<br />Developing With The Service Cloud<br />Salesforce CRM Customer Service Product Blog<br />Service Cloud Console Integration Toolkit Developer's Guide<br />
  21. 21. Thank you!<br />
  22. 22. Visit the Developer Training and Support Booth in Force.com Zone<br />D I S C O V E R<br />Developer training, certification and support resources <br />that help you achieve<br />S U C C E S S<br />Find us in the Partner Demo Area of <br />Force.com Zone 2nd Floor Moscone West<br />Learn about Developer Certifications<br />Discover Developer Learning Paths<br />
  23. 23. How Could Dreamforce Be Better? Tell Us!<br />Log in to the Dreamforce app to submit<br />surveys for the sessions you attended<br />Use the Dreamforce Mobile app to submit surveys<br />OR<br />Every session survey you submit is a chance to win an iPod nano!<br />
  1. A particular slide catching your eye?

    Clipping is a handy way to collect important slides you want to go back to later.

×