INDUSTRY KNOWLEDGE

Explain the factors that influence key contact center metrics, KPIs, and business challenges

Use Dashboards to measure Contact Center Metrics
CSAT: Customer Satisfaction
Business challenges: service quality and consistency
- Validation rules
- Support Process (interaction channel based)

Explain the uses cases and benefits for different interaction channels.

Phone
Email
Web
Mobile
Social
Live Chat

Identify challenges and considerations for business continuity in the contact center.

Entitlement
SLA (Service Level Agreement)

Compare and contrast the different types of contact centers and their business drivers (Help Desk, Product support, Telesales, Service, Field service/depot repair, B2C, B2B, etc.).

Service Console (cases)
Sale Console (lead, opportunity)
Marketing
Internal

Identify the core tenets of KCS.

KCS Overview.png
Principles
- Abundance: the more we share the more we learn
- Create Value: work tasks while think big picture
- Demand Driven: knowledge is a by-product of interaction
- Trust: Engage, empower and motivate
Core Concepts
- Transformation and Continuous Improvement
  - Double loop:
    - Loop A (Solve Loop - event level): The activity of getting work done
    - Loop B (Evolve Loop - organisational level): The bigger picture of what is happening across many A loop events and is what management focuses on
- Buy-In At All Levels: Invite participation and offer options for engagement
- Leadership is Required: Drive Organisational Change and Sustain Engagement
  - Create a vision that includes:
    - a compelling purpose - a simple value proposition
    - a mission statement - our approach to achieve the purpose
    - explicit values - acceptable behaviour in achieving the purpose
    - the brand promise - attributes of the relationship with those we serve

Describe how various components of a contact center can solve different business challenges.

CTI (Computer Telephony Integration)

IMPLEMENTATION STRATEGIES

Given a scenario, determine how to facilitate a successful consulting engagement (plan, gather requirements, design, build, test and document).

Example: building customer satisfactory survey
Create Custom Object -> Add Customer Fields and Relationships -> Add Tab -> Adjust Layout

Given a scenario, determine appropriate contact center deployment strategies.

Track Entitlements and Service Contracts; Omni-channel support; Manage process with workflow and approvals

SERVICE CLOUD SOLUTION DESIGN

Given a scenario, analyze customer requirements to determine an appropriate solution design considering capabilities, limitations and design trade-offs.

Analyzing customer requirements for service cloud solution design

Custom Object->Custom Fields & Relationship

Distinguish when it is appropriate to include custom application development or third-party applications.

Extending the Service Cloud with Custom Application Development and Third-Party

Distinguish the key components that contribute to performance optimization within a design.

Lookup filter
Validation Rule including error message/location
Remove Tab if that is no the common entry point
Click path

Describe the user experience requirements that can be solved by the Salesforce Service Console.

Getting information quickly with less clicks (subtabs, actions, list views)
- Custom List View (Filter Criteria, Fields to Display, Restrict Visibility)
- Primary tab vs sub tab
- Choose List Placement
- Enable Tab Limits
Interaction Log (only available in Classic): fixed area in the console
Case Layout (can also attached to another object)-> Layout Properties -> Check Interaction Log-> Interaction Log Assignment -> Need to reopen record to see change of interaction log
Interaction Log Layout: to customised interaction log with custom fields.
Service console custom component (lookup, related list, etc.)
Case Layout -> Custom Console Component
Service console keyboard shortcut
Service console Macro(profile overview -> object setting)
Service console integration toolkits (classic)/ Lightning Console JavaScript API
Adjusting the service console setting (console app settings)

KNOWLEDGE MANAGEMENT

Explain the knowledge article lifecycle including creation, publishing, consumption, and feedback.

Enable Knowledge (no reversible)
Knowledge lifecycle: creation -> publishing -> consumption -> feedback (thumb up/down)
Managing Knowledge adoption and maintenance
- app manager -> service console -> add Knowledge in the selected item tab

Given business process requirements, determine the appropriate approach to manage Knowledge adoption and maintenance.

Install Knowledge Base Dashboard and Report and customise from there

Given a set of requirements, determine how to configure data categories, article types, articles, and publishing workflow.

Prerequisite: Enable Lightning Knowledge
Steps:

Create Data Category groups (5 max, 3 active at a time). For example, Sales Regions, Products, etc.
Configure Default Visibility Settings for each category group
Create Hierarchy of categories

Create Knowledge Record Types -> Assign Layout for each record type per profile
Enable Knowledge Sidebar in the service console: case layout -> layout properties-> check Knowledge sidebar
Knowledge publishing workflow

Creating a new article
1a. Choose a record type for this Knowledge
1b. Fill in information and publish status is "Draft"
1c. Setup article visibility
1d. Setup data category
1e. optional change record type
Publish draft article either now or schedule
You can set up workflow rule for Knowledge

Distinguish the key factors to consider when designing a Knowledge data migration strategy.

Setup -> Import Articles (csv files, specify import parameters, zip your files (csv file, the property file, any related HTML/image file)

INTERACTION CHANNELS

Describe the use cases and functionality for each interaction channel including mobile, phone, email, web, chat and social media.

Basic: Setup -> Service -> Support Processes-> New Support Process (per channel)

Mobile Interaction Channel

Create a new Case Record Type for mobile
Associate that record type with its corresponding support process

Phone(Telephony - CTI related) Interaction Channel

Create a new Case Record Type for Telephony
Associate that record type with its corresponding support process

Email Interaction Channel

Create a new Case Record Type for Email
Associate that record type with its corresponding support process

Differentiate between the available email-to-case and web-to-case solutions and explain how to configure each.

Email-to-case vs On-demand Email-to-Case

Details	On-Demand Email-to-Case	Email-to-Case
Business case:	Keep email traffic outside your network’s firewall and refuse emails larger than 25 MB	Keep email traffic inside your network’s firewall and accept emails larger than 25 MB
Set up:	Requires you to set up Salesforce Apex email services to turn emails into cases	Requires you to download and install the Email-to-Case Agent on your local machine to turn emails into cases
Maximum number of emails converted to cases each day:	Number of user licenses multiplied by 1,000, up to a daily maximum of 1,000,000	2,500
Email size limit, including header, message, and attachments:	Under 25 MB	Over 25 MB

Email to Case
- Set up the case owner, priority and origin as well as Case Record Type (i.e. Email)
- Adding Emails Related Lists to Case Page Layout
- Set up email template for effective case communication
  - Merge fields: pulling information from different objects

Web-to-case

Web-to-case HTML Generator (choose available fields, visibile in self-service portal or not, enable spam filtering or not)

Chat Interaction Channel

Create Support Processes
Create Case Record Type
Enable Live Agent: Live Agent Settings -> Check Enable Live Agent-> Note down the Live Agent API endpoint
Check user(s) as Live Agent User
Create Live Agent Skills (only available via classic) to assign them to users and/or profiles
Create Live Agent Configurations: New -> Live Agent Configuration Name (e.g Technical Support), Chat capacity, etc. -< Assign users & profiles -> Supervisor settings (chat monitoring, whisper messages, agent sneak peek) -> Assign skills to this configuration
Create Live Agent Deployment: New -> Live Chat Deployment Name (e.g. Technical Support), Chat Window Title, Chat Window Branding (which requires force.com site), etc. -> Generate a

Salesforce Service Consultant Exam Prep