Tuesday, November 24, 2015

The Service Cloud Tools that aren't always used!

The Service Cloud, as you likely know, is a comprehensive solutions designed to help organisations manage the inflow of cases coming in from customers via the web. The Service Cloud includes the basic case management, email to case and more. 

But a set of features not often used, but readily available in the Service Cloud feature often used are Contracts, Entitlements and Milestones. These tools give you a valuable way to ensure that the customers that are interacting with your service department are getting the service they expect and pay for. 

It all starts with a Service Contracts. Service Contracts let you denote which customers have purchased a contract with you for services. From there you can track how much they paid, what they protected (eg certain assets they have, all assets, etc.) and more. From a Service Contract you relate the Entitlements the customers have. For example, you can track if a customer can open a certain number of cases and what service level they should receive for this entitlement. 

Then, within an entitlement you have Milestone's. The Milestone's let you set countdowns and escalation paths. For example, with a Phone Service entitlement, you can set a milestone for a first call to the customer within 1 hour (of case submission) and that the case has to be closed within 6 hours of being created. Then from the Milestone's you could see what has, or hasn't been done, and set appropriate escalations. 

While all the above work quite well, one missing piece presently is that you can't easily close Milestone's based on activity. So for example if a call is logged on the case, the agent still has to manually mark the milestone as completed. There are ways to facilitate the above with Apex code but that is going the way of clicks not code.

Here are some SalesForce Help Resources to help you turn on this valuable feature (do them in this order):

  1. Milestones
  2. Entitlements
  3. Service Contracts 

2 comments:

  1. Thanks for sharing informative article on cloud computing technology. Your article helped me a lot in understand the future of cloud technology. Having strong expertise in leading cloud based CRM like Salesforce will ensure better career prospects for aspiring professionals. Salesforce Training in Chennai |Salesforce Training

    ReplyDelete
  2. Hi,
    Thanks for sharing,Salesforce cloud application provides special cloud computing tools for your client management problems. It’s a fresh technology in IT industries for the business management.thanks for mentioning the tools that are not regularly used.
    Thank you,
    Oracle Financials training

    ReplyDelete