Introduction to service cloud What is service cloud How to setup email to case,web to case.escalation rules .auto response rules. Learn more at Salesforce Apex development tutorial: https://bit.ly/33zm1eY Salesforce admin and app builder tutorial :https://bit.ly/2OUgnRy Salesforce lightning com

2. Agenda
 How CRM helps
 Set up Case process/recordtype/path
 Assignment Rules configuration
 Auto response rules
 Web to case configuration
 Email to case
 Omni channel and service console setup

3. • Increased per-customer revenues,only 11 percent of
repeat customers are worth the sales and service team
effort than servicing all the rest.
• Greater cross-sell and up-sell success
• Trimmed sales cycles
• More-efficient call center operations
• Improved sales forecasting
• Fewer customer issues
• Better-informed marketing decisions
 Key benefits

5. Main modules

6. Case Object

7. Case Process

8. Core Functionality in service cloud
Web to case :Build Web forms to capture case quickly with click and drag.
Email to case:Create email routing for cases. Any emails sent to this id will be
converted to a case.
Assignment Rules:Helps automatically route cases to queues or users.
Auto Response rules:Create template to autorespond to users when cases are
created.
Escalation rules :If cases are not resolved on time,auto escalate notifications to
supervisor or other teams. Always in hours minimum being one.
Service Cloud Console:Handy app for agents to work on multiple objects and
information ,while maitaining context. Contains feature like softphone
layouts,Omni channel routing of queues to end users,live agent.

9. Web2case

10. Email2case

11. Assignment Rules

12. Escalation rules

13. Knowledge articles

14. Communities

15. Communities

16. Case
Create status
picklist as
per status
process
Create support
process and
restrict picklists
as per process
Create and
associate
record types
to support
process
Issue
Enquire Enquire
Issue
Assign
ment
Rules
Create
queues
of
users
New case created
enter rules
Q1
Q2
Case1
Case2
Case5
Case12
Case4
Case6

17. Labs
 Setup support process
 Web to case –example reusable forms for templates
 Email to case
 Assignment
 Escalation rules
 Auto response rules
 Service cloud console
 Omni channel
 Liveagent

18. Omni setup to route cases from
queue
 Omni settings
 Setup routing config and deductable work item
 Setup presence configuraiton and add total work item
per user
 Add presence status
 Add presence status to profile
 Add routing config to all the queues used in
assignment rule
 Setup response