Section 4: Service & Support Applications and Section 5: Productivity and Collaboration

Activities

• Deal with emails, tasks, events, and calls

• 4 types of activities that you can create on records activity tabs

• Activities that have been created over time will be shown in the activity tab

• If someone emails another person from inside salesforce, that email will show up in the activity timeline

• Caveats

  • Activities can prevent duplicate contacts in a day to an account.

  • Can log key touchpoints on customers that a report can be pulled

• Nice to have Today’s Tasks on dashboard to remind you of tasks

Chatter

• Feature where users can post posts and comments, a forum

• Can ask questions on the status of case items

• Can post in General Chatter, chatter group, and follow users to see Chatters

• You can also tag someone in a Chatter post.

• Extra Features

  • Chatter Customer Groups

    • Designed to chat with customers. Customers can participate in discussions, share requirements and Communicate directly with the sales team

    • Can only see groups they’re invited to

  • Can add presentations to chatter through Salesforce Files

AppExchange

• Offers Extensions that add new capabilities

• Some free some cost money

• Some created by Salesforce some by 3rd party

• Some App Exchange apps to keep in mind

  • DocuSign for Salesforce - AutoSign documents after approval

  • Adobe Sign - AutoSign documents after approval

• Has both managed packages and unmanaged packages

• Managed Package

  • Cannot change the solution code or metadata

  • Automatic Package Upgrade

• Unmanaged Package

  • Can change the solution code or metadata

  • No automatic upgrade

  • You’d have to uninstall and reinstall a newer version

Cases

• Issues that are assigned and resolved by users  in salesforce based on criteria

• Case Assignment Rules

  • Can Assign Cases to specific users, categories, or teams based on criteria

• Cases can be created manually and automatically

• Automatically through web-to-case or email-to-case

Queue

• A bucket that specified users have access to.

• A place where pending cases are sent. Users can choose which case to take up and resolve.

• Can create a question queue and malfunction queue and add respective team members to each.

• What if there are more cases than we have agents?

Auto-Response Rules

• Let’s you respond to users and reassure them their case has been taken up and give them a case number and how long they expect to hear back

• Will go a long way in making the customer feel heard

• Can customize Email contents.

• Used for leads too

Case Escalation Rules

• Used in the case where there are tiers and you want to prioritize certain customers in responses

• You can specify criteria and setup escalation actions if the case stays in the queue too long. 

• Good to have defined process

• You can escalate to a manager or a more higher team