Goal: Learn capabilities of case management, given a scenario, identify how to automate case management. Capabilities of solution management, the basic capabilities of Communities and the capabilities of Sales Force Knowledge.
Objectives: At the end of this module, you should be able to:
• Describe the capabilities of case management
• Identify how to automate case management
• Describe the capabilities of solution management
• Describe the basic capabilities of Communities
• Describe the capabilities of the Community application, such as Ideas and Answers
• Describe the capabilities of Salesforce Knowledge
Topics:
• Service Cloud
• Case Management
• Typical Service and Support Process
• Automation - Web2Case and Auto-Response
• Automation - Email2Case
• Automation - Assignment Rules
• Automation - Escalation Rules
• Email Templates in Case Management
• Channels
• Case Resolution – Solutions
• Case Resolution Using Knowledge
• Communities Basics
• Communities Setup and Administration
• Communities – Ideas and Answers
Hands on / Demo:
• Capture cases from website and email
• Customize case process, Solutions, Communities and Salesforce Knowledge