Salesforce Trailhead

Welcome to the end of the last week of March, Trailblazers! Can you believe 3 months of 2019 have already passed?

This week, we continue the trail: “Discover Service for Small Business with Service Cloud Essentials”.

We’ve made it to the unit: “Learn About Macros, Service Console, and Case Feed”, under the module: “Service Cloud Essentials Features”.

I’ll give you a taste of what you can expect to learn, starting with the feature terminology, including:

  • Cases
  • Case Feed
  • Console
  • Lightning App Builder
  • Macros
  • Multichannel Support
  • and Reports and Dashboards (limited)

I don’t want to give everything away because I want you to be able to get the most from this module on your own, so I’ll provide a brief recap on what the terminology means so that you can determine whether or not this unit is one you want to tackle!


Cases and the Case Feed

Salesforce describes these “in a nutshell”.

They are “customer feedback or issues that need to be addressed”.

The Case Feed you’ll see in your system is like a newsfeed and displays everything you and your team need to know about the status of a support case.


The Service Console

This is where all of Salesforce service features come together.

It appears as a single screen that lets you get a 360-degree view of your customer and where they are in the support process.


Lightning App Builder

As a small business owner or employee, Salesforce knows you are very busy wearing multiple hats and juggling many tasks at once.

Therefore, you need more advanced ways to provide more effective customer service, and this is what Lightning App Builder enables.

It is a point-and-click tool that makes it easy to customize your service console and give your whole team access to the information they need in one place.


Macros and Productivity Tools

These allow your team to set up common responses to FAQs or issues so they don’t have to reinvent the service wheel during each customer instance.

It allows them to stay on-brand, follow protocol from their sales or customer service manager, and speak in a unified voice.


Multichannel Support

If you’ve been following the blog these past few weeks, this term should sound familiar!

Multichannel support allows you to address your customers through multiple platforms, whether by email or through social media, to provide instantaneous updates and support to them.

As Salesforce describes, it “provides a solution that makes your small business look bigger, and helps you deal with customers on their terms”.


Reports and Dashboards

Reports are lists of organized data that tell you what you need to know, whereas dashboards bring visualization to your data from your reports.

The two work together to tell you what you need to know, when you need to know it, in the most visually appealing ways!


I hope you enjoy learning more about the functionality behind this terminology when you take on the path yourself.

Start the trail here.

Next week, I’ll be wrapping up this trail with you, ending with the unit, “Learn how to use the Preconfigured Console”.

On a similar note, if you’d like to learn more about encouraging high and continuous Salesforce adoption within your small business, I recommend the eBook: “Achieving User Adoption Success with Salesforce: A Guide for Admins on 4 Common Hurdles + Solutions”.

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Happy learning, Trailblazers!

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