TDX Tuesday: Champion Productivity with Service Cloud


Hey #AwesomeAdmins! Every Tuesday this month, we will talk about the awesome TDX sessions we saw last month. We realize you may not have a whole day to set aside for learning, but we bet you can find 30 minutes this week (and next week, and maybe the week after that!). 🌮

Admin Episode: Champion Productivity with Service Cloud!

The Admin Channel at #TDX20 features an awesome session on Service Cloud.

This session covers three ways you can increase productivity with Service Cloud:

Customize for each persona

As a Salesforce Admin, you are essentially a product manager who gathers requirements, does configuration, and creates an implementation roadmap. But let’s focus first on the user experience. At Salesforce, we have a UX team dedicated to ensuring that users have the most optimal experience when interacting with our products. And we drive those experiences with our core service personas — Case Solver, Expert Agents, and Team Leaders. Let’s understand what each persona does in Salesforce.

Case Solvers spend a lot of time in Salesforce and mostly support customers through phone, email, and digital channels. Case Solvers are significantly more likely to support short, moderate, and ongoing customer interactions. So getting the info they need upfront is really important, especially in the current environment where many support teams are experiencing a high case volume.

Expert Agents have more specialized knowledge and typically support ongoing cases over non-realtime channels. They collaborate with and support Case Solvers, typically taking over escalated cases for them. In addition, they are the main contributors to the knowledge base, ensuring Case Solvers have the most up-to-date and relevant information to help them solve cases.

Team Leaders focus on helping their teams be successful and ensure they’re on target. Reporting is critical for them to track performance and identify issues quickly.

It may sound challenging to build an optimal experience for each of these personas, but we believe there are three main things to keep in mind:

  • First, customize and personalize each persona’s experience — one size definitely does not fit all here.
  • Second, give users the information and context they need to dive into the issues as quickly as possible, up front and center.
  • Lastly, provide time-saving shortcuts with automation and AI.

But what’s most important when creating these experiences is to meet with your users early and often and get their feedback. This way, you can be sure you’re building an experience that’s going to help them be more productive.

With Lightning, you can customize experiences using different Lightning Apps and page layouts. In addition, you can contextually show and hide content with conditional visibility.

Give quick access to key information

Macros help save time and add consistency by automating repetitive actions and tasks with a single click. A common use case for a macro is to close a case where multiple actions need to take place. In this case, a macro can update case fields and even automatically prepare an email to send to the customer. And, with conditional logic, we can take this one step further and choose which action to take based on certain case criteria. Other popular use cases for macros include case escalation and task creation. If you aren’t using macros today, I highly encourage you to get started right away — we hear from our customers that their agents LOVE them.

Admin Evangelist Lizz Helinga created a short Did You Know video all about macros. Check it out:

Save time with automation and AI

Einstein Article Recommendations intelligently surface the best articles to agents as they work in the console, based on how articles were used on past cases. And, Einstein Case Classification intelligently triages cases by predicting relevant case details and routing them to the right team for the job. This reduces the time agents need to spend finding answers and filling out case fields. The best part is that both are set up with clicks, not code!

In setup, navigate to Service Cloud Einstein and click on Article Recommendations. To get started, simply toggle it on. Einstein will analyze your past cases and identify the articles that helped solve them. You can also give the model more data by identifying the text fields on your cases that have the most relevant information — like the subject and description — and the fields on your knowledge articles that are most relevant to solving customer problems — like the article summary, as you can see we’ve done on the screen. Once that’s done, Einstein will build the model, and once it’s ready, you just need to activate it!

Common questions from this session, answered!

Question: I thought the personas you shared were particularly interesting. I’m curious how the Service Cloud UX team identified them?

Answer: The UX team identified our service personas by conducting a research study with many of our customers across location, business size, and industry. They first asked how often they performed nine core tasks, then ran a factor analysis to understand which of those tasks tend to occur together, and then emerged our four service personas. And you might be raising your eyebrows at four, as I only showed three in the session. Well, the fourth one was admins, but I figured admins were already pretty familiar with themselves.

Question: Macros really help save users time. What advice do you have for admins on uncovering other use cases that are more particular to their business?

Answer: I would recommend admins interview their agents and ask them, “What are your top five common actions or tickets that you face every day?” Once you get a good list, dig deeper and figure out:

    • What needs to happen? What information is needed?
    • Who needs to be involved?
    • And how do you make it all happen with one click?

Gathering that info will give you the requirements you need to build impactful, time-saving macros.

Question: You mentioned the Summer ’20 release is coming up. What exciting innovation does Service Cloud have in store for us?

Answer: We already mentioned the cool innovation with Einstein Article Recommendations, but what’s really making a big splash this release is Service Cloud Voice. Service Cloud Voice is intelligent cloud telephony, natively integrated inside of the Salesforce console. Now, companies can take advantage of the productivity features we talked about in this session on the phone! There is a demo in the expo to learn more about Service Cloud Voice, and I highly recommend attendees check it out if they haven’t already!

In Field Service, we’re excited to launch deep linking for the Field Service Mobile App. Field technicians rely on their mobile devices to perform complex tasks, and some of those tasks require them to navigate between multiple tabs, flows, or actions. With deep linking, you can send users directly to the right spot in the app.

Resources for #AwesomeAdmins

To learn more about Service Cloud and all of the advantages you can create for your users, take the Service Cloud Specialist superbadge.
And be sure to stay connected with other members of the Service Cloud community by joining the Service Insider Community or our Einstein Bots group on the Trailblazer Community.


TDX Tuesday: Build Reports Lightning Fast

Hey #AwesomeAdmins! Every Tuesday this month, we will talk about the awesome TDX sessions we saw last month. We realize you may not have a whole day to set aside for learning, but we bet you can find 30 minutes this week (and next week, and maybe the week after that!). 🌮 Admin Episode: Build […]


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