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[201] salesforce for power user day 3
This document discusses features of a cloud-based customer relationship management (CRM) system for managing customer service and knowledge. It describes how the CRM allows customers to log cases, view case status, search knowledge bases for solutions, and view reports and dashboards. It also discusses how the system streamlines the case resolution process, provides a customer portal for self-service support, and enables reports and dashboards.
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[201] salesforce for power user day 3
- 1. Cloud Computing CRM – based on Salesforce.com
- 2. Contents CRM, SaaS,and PaaS Data Management and Collaboration Sales and Marketing Service and Knowledge Management Report and Dashboard
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- 4. Funnel Cases fromDisparate Customer Touch Points Effective customer service benefits everyone—customers, agents, supervisors, and the company’s bottom line. Deliver outstanding and consistent service and support across many channels including phone, email, the Web, and chat. Cases by Type Cases by Source Cases by Customer Case Volume ? Log a Case Online • Customer Portal Case Deflection With the customer portal, you • Web-to-Case can set it up so the customer receives a suggested solution before submitting a case Call Support CTI Integration (optional) Your Customer Has a Question • Press 1 for Support The customer’s information • Press 2 for Billing automatically pops up for the • Technical Support support rep Case Is Created • Billing Question • Feature Request • Updated Account Info Email Support Email-to-Case (optional) • support@acme.com You can setup email-to-case • billing@acme.com so that a case is automatically created based on an incoming email. Call Sales Log a Case Manually • “While I have you on the phone…” The salesperson creates a •” I don’t know who to call but…” case on behalf of the customer 1 2
- 5. Streamline Your CaseResolution Process Make sure your service and support organization operates with maximum efficiency and accuracy. Streamline complex customer service processes, automate workflow, and increase service quality and consistency. Top Agents Case Status Most Used Solutions Avg. Response Time Customer Satisfaction Case Is Assigned Verify Entitlements Identify Solution • Suggested solution Communicate Solution • Over the phone Resolved? Case Closed Yes • Standard queue • Level of support • Search solutions • Email template • Log call notes No • Premier queue • Primary contact • Browse solutions • Customer Portal • Close case • US queue • Installed products • Create a solution • Send survey • EMEA queue Rework the Case • Tier 1 queue • New information is gathered • Tier 2 queue • Comments added to the case Case Is Reassigned Case Is Escalated • Brought to the attention of the support manager • Took too long to solve the case • Assigned to a tier 2 rep or tier 2 queue • Need tier 2 help to solve the case 1 2 3
- 6. Provide 24/7 Self-ServiceSupport with the Customer Portal In an increasingly connected world, customer self-service has become a way of life. Drive greater customer loyalty through customer-driven communities and unprecedented online access to information and resources. # of Customer Logins Self-Service Transactions # of Posts, Comments, Votes Popular Ideas Top Contributors Use your Web site and email correspondence to drive customers to the self-service portal, where they can log Customer Portal Login Self-Registration cases, check the status of cases, and connect with the online community My Home Page My Cases Knowledgebase Salesforce Ideas Custom Apps You can create multiple Customers can log a case Users can search or Let customers post, vote With the standard portals for different types online and come back to browse through solutions on, and discuss ideas with customer portal you can of customers each, with check the status or case in the online one another: you can deploy your own custom its own custom home history knowledgebase and capture feedback or applications to customers page provide feedback on those manage feature requests solutions they found helpful New Case is Created Cases logged to the portal will be routed and assigned to a queue for an agent to work 1 2 3
- 7. Call Center: Toolsand Terminology Below you’ll find the tools and terminology used in the application and online training. For more information visit Successforce.com, the Salesforce.com Online User Community. You can search the site, browse around, and see what the community is interested in. Accounts are your organization's customers, competitors, A case is a detailed description of a customer’s feedback, and partners. Each account stores information such as problem, or question. Your organization can use cases to name, address, and phone numbers. For each account, track and solve your customers’ issues. you can store related information such as opportunities, activities, cases, partners, contracts, and notes. Cases Accounts A solution is a detailed description of a customer issue and the resolution of that issue. The collection of your Contacts are all of the individuals associated with your organization’s solutions is sometimes referred to as the business accounts that you need to track in Salesforce. solution knowledge base. Solution managers, You can store various information for a contact, such as administrators, and users with the appropriate permissions phone numbers, addresses, titles, and roles in a deal. Solutions can create, review, and categorize solutions. They can also publish solutions to the Self-Service portal and public Contacts knowledge base. Tasks are to-do items that need to be followed up on. They can be associated with accounts, contacts, leads, or other Products are the individual items that have been sold to a custom objects. You can follow up on the task yourself, or customer. Understanding what products a customer has assign it to another user. and what is under warranty can help solve the case more Task efficiently. Products Maintain a historical record of all activities related to an account, contact, or opportunity. Your activity history Make searching data and interacting with the results of your includes emails, call notes, and calendar events, so searches simple, smooth, and highly effective. Inline paging everyone is on the same page. and sorting features simplify the task of working with large Activities sets of search results. Powerful filtering and scoping functions narrow searches and results. Customization Search options enable users to design search results layouts that are tailored for the way they work.
- 8. Customer Portal: Toolsand Terminology Below you’ll find the tools and terminology used in the application and online training. For more information visit Successforce.com, the Salesforce.com Online User Community. You can search the site, browse around, and see what the community is interested in. A Customer Portal provides an online support channel for In addition to logging and viewing cases, you can now allow your customers—allowing them to resolve their inquiries your customers to edit or even close their cases, search for without contacting a customer service representative. cases, and associate cases to existing assets. Customer Portal has functionality similar to Salesforce. With a Customer Portal, you can also customize and Cases in Customer Portal deliver a visually stunning user interface to your customers. the Portal With Winter ’08, you can enable your customers to self- Portal users can also search and browse for rich content register for access to the portal, increasing administrative solutions in your knowledge base. With Suggested productivity and improving customer loyalty by increasing solutions you can automatically display matching solutions self-service capabilities. If you want to use an existing when a customer creates a case through the portal, and authentication system, we also offer single sign-on Solution guide the user to close the case if one of the solutions Self-Registration integration. Knowledgebase solves the problem. You can create multiple personalized portals for any customer segment. Set up uniquely branded portals Salesforce Ideas reinvents the way that organizations customized to the needs of distinct customer groups or VIP source ideas from their communities. The new Salesforce customers, or product-specific portals to engage customers Ideas on-demand application helps companies build their of each product. Alternatively, you can enable customers to own online communities to collaborate directly with Personalized log on to the distinctly branded portals of your multiple customers, partners, employees, or other constituents in an Portals business units, while you maintain a single customer Salesforce Ideas interactive, online forum. database. With personalized portals, you can create as many unique experiences as your business model requires. Create and deliver entirely new self-service processes— Streamline the customer experience by allowing portal going well beyond cases and solutions— with custom users to update their own user profiles. Portal users can objects and tabs. You can expose custom objects and tabs view and edit their user and contact information, thus created in Salesforce to your customers in the customer reassuring both you and your users that their information is portal to meet the unique customer service and support accurate and up to date. Custom Apps My Profile requirements of your organization and your industry.
- 9. 記錄個案 自動指派 個案升級 解決方案 管理方案 自助服務
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- 101. 啟用客戶入口網站 開啟客戶入口網站帳號 登入管理個案與瀏覽解決方案 線上報案 線上公用解決方案查詢
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- 107. Salesforce 授權 Service Cloud portal Site and Partner Portal Site.com Salesforce Saleforce Database.com
- 108. Service Cloud Portal授權 Customer High Volume Portal Customer Manager Portal Custom Customer Portal Authenticated Manager Website Standard Service Cloud Portal
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