Top 10 Productivity Tools to Boost Service Cloud Agent Productivity

June 9, 2021

Introductions

Background● 20+ years in IT

● 10+ years Salesforce experience

○ Success Agent, Master Instructor & Success Architect

● 35 Salesforce installations in 3 years as a consultant

● Married w/ 6 kids (not kids anymore)

Expertise● Administrator

● Advanced Administrator

● Service Cloud Consultant

● Sales Cloud Consultant

● Platform App Builder

● Data Architect & Management Designer

John BorgenSr. Success Architect

jborgen@salesforce.com

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This presentation contains forward-looking statements about the Company’s financial and operating results, which may include expected GAAP and non-GAAP financial and other operating and non-operating results, including revenue, net income, earnings per share, operating cash flow growth, operating margin improvement, expected revenue growth, expected current remaining performance obligation growth, expected tax rates, stock-based compensation expenses, amortization of purchased intangibles, shares outstanding, market growth, environmental, social and governance goals, expected capital allocation, including mergers and acquisitions (such as the proposed acquisition of Slack Technologies, Inc.), capital expenditures and other investments, expectations regarding closing contemplated acquisitions and contributions from acquired companies. The achievement or success of the matters covered by such forward-looking statements involves risks, uncertainties and assumptions. If any such risks or uncertainties materialize or if any of the assumptions prove incorrect, the Company’s results could differ materially from the results expressed or implied by the forward-looking statements it makes. The risks and uncertainties referred to above include those factors discussed in Salesforce’s reports filed from time to time with the Securities and Exchange Commission, including, but not limited to: risks associated with our ability to consummate the proposed Slack Technologies, Inc. transaction on a timely basis or at all; our ability to successfully integrate Slack Technologies, Inc.’s operations; our ability to realize the anticipated benefits of the proposed transaction; the impact of Slack Technologies, Inc.’s business model on our ability to forecast revenue results; disruption from the transaction making it more difficult to maintain business and operational relationships; the impact of, and actions we may take in response to, the COVID-19 pandemic, related public health measures and resulting economic downturn and market volatility; our ability to maintain service performance and security levels meeting the expectations of our customers, and the resources and costs required to avoid unanticipated downtime and prevent, detect and remediate performance degradation and security breaches; our ability to secure and costs related to data center capacity and other infrastructure provided by third parties; our reliance on third-party hardware, software and platform providers; the effect of evolving domestic and foreign government regulations, including those related to the provision of services on the Internet, those related to accessing the Internet, and those addressing data privacy; current and potential litigation involving us or our industry, including litigation involving acquired entities such as Tableau; regulatory developments and regulatory investigations involving us or affecting our industry; our ability to successfully introduce new services and product features, including any efforts to expand our services beyond the CRM market; the success of our strategy of acquiring or making investments in complementary businesses and strategic partnerships; our ability to compete in the market in which we participate; the success of our business strategy and our plan to build our business; our ability to execute our business plans; our ability to continue to grow unearned revenue and remaining performance obligation; the pace of change and innovation in enterprise cloud computing services; the seasonal nature of our sales cycles; our ability to limit customer attrition and costs related to those efforts; the success of our international expansion strategy; the demands on our personnel and infrastructure resulting from significant growth in our customer base and operations; our dependency on the development and maintenance of the infrastructure of the Internet; our real estate and office facilities strategy and related costs and uncertainties; fluctuations in, and our ability to predict, our operating results and cash flows; the variability in our results arising from the accounting for term license revenue products; the performance and fair value of our investments in complementary businesses through our strategic investment portfolio; our ability to protect our intellectual property rights; our ability to develop our brands; the valuation of our deferred tax assets and the release of related valuation allowances; uncertainties regarding our tax obligations in connection with potential jurisdictional transfers of intellectual property; uncertainties regarding the effect of general economic conditions; and risks related to our debt and lease obligations.

Forward-Looking Statements

031621

Agenda

01 Top 10 Productivity Tools

02 Demo

03Q&A04

Use Cases & Recommendations

Top 10 Productivity Tools

Standard View

Console View

10 Productivity Tools to the Rescue

1. Quick Text - Predefined text

2. Macros - Instructions to complete repetitive task

3. History - See recent records

4. Mass Quick Action - Update multiple records at once

5. Split View - View record list view while viewing record details

6. Keyboard Shortcuts - Use keys, not mouse

7. Email Templates - Predefined email templates

8. Send Email Notifications - Customize user notification via Support Settings

9. Quick Actions - Prepopulate with default fields

10. Lightning Flow for Service - Resolve cases quickly

Quick text

● Create custom predefined messages that you can now insert into email and chat.

● Quick text can include:

○ Merge fields

○ Line breaks

○ Special characters

Productivity tools

Macros

Steps to Create a Macro: 1. Open up a record and click Macros in

the utility bar.

2. Click + or Create Macro.

3. Enter the necessary fields and select the object that the macro is applied to.

4. Click Save.

You can always come back and edit the instructions or add further logic to it. The object canvas is there as well for you to click on exactly what you to want modify!

Productivity Tools

1

2

History

With the history utility, console users can see their subtabs in context of the workspace tabs they've visited (1) and copy links in one click (2). If a tab name is updated, like when a user updates a contact's name, the history list is updated, too.

Keep these things in mind when working with the utility.

● The list can display up to 10 workspace tabs at a time, with 10 subtabs under each workspace tab.

● Workspace tabs are listed in the order last visited, with the most recent at the top. Subtabs are listed under their primary tabs in the order first opened.

Productivity tools

Mass Quick Action

● Mass quick action is an action that gets added to an object’s search layout.

● You can set up to 100 records in a list view and perform mass updates.

● You can only perform mass quick action on Create a Record and Update a Record.

● These are actions you want users to perform on multiple records in a list view.

● Remember, you can perform mass quick actions with the exception of communities, notes, or users.

Productivity tools

Split View

● Take advantage of the space and work even quicker in Lightning Console with split view, a collapsible pane that helps to keep your list view open while you work.

● Split view shows a list view next to your open cases, workspace tabs, and subtabs, allowing you to quickly open records from the list.

Productivity tools

Keyboard Shortcuts

● Work in Lightning without touching your mouse. Search, edit, save, and close a record without ever leaving your keyboard.

● Shortcuts work in all Lightning apps with standard navigation or console navigation.

Productivity tools

Email Templates

● Save time and standardize email sent by you or by others in your organization.

● Utilize the merge fields or enhanced letterheads as you see fit and prepopulate to save time.

● Templates are automatically private as you create them, but you can make them available for others within your organization.

● Attach files, delete, update, create, and send email templates.

Productivity tools

Use Support Settings to control who is notified for what. There are several ways in which you can keep everyone in the loop, whether it’s the customer or the internal agent. You’ll see that each setting comes with a description off to the right side. Take a look and see which ones you need.

Productivity toolsSend Email Notifications

Predefined Quick Action Fields

● When you create an action, predefined field values help to set a value for that field. It can help ensure consistency, and make it faster and easier for users to create records.

● It’s better to use fewer fields, especially if you plan to be on mobile. It eliminates the need to fill out a lot of required fields.

Productivity tools

Lightning Flow for Service

Simplify onboarding and guide your agents to resolve cases quickly and consistently.

Show your users a to-do list on a record page such as case or contact. Agents in return will see a list of steps in the Actions & Recommendations component. When they click these steps, it launches into action and starts the flow. All of your heavy lifting is done and the list just guides the agent through their work.

DEMO

Use Cases & Recommendations

Use Cases & Recommendations

Use Case Productivity Tool Recommendation

Agents spend a large part of their day sending out username and password reset emails or emails requesting more detail on the case opened.

● Use email templates and macros.

● Create an email template with the verbiage for how to reset password or to request more email.

● Create a macro on the case object to pull up the appropriate email template, change the status to Waiting on Customer or Closed, and save.

Do you want to keep the customer in the loop about what’s going on with their case?

● Use email templates and support notification settings.

● Create an email template to notify the customer when their case is launched, when it’s assigned to an agent, and when a case comment is added to their ongoing case.

● When these changes take place, use the notification settings under Support Settings to trigger those emails to get sent out.

Agent leaves for lunch, comes back, and doesn’t recall where they left off. How do they find what they were last working on? If you’ve left all of your tabs open before leaving, it should still be there. If you exited out of your tabs in Console, you can find out which records you last had open.

● Use history and split view.

● Add history to the utility bar via App Manager for the Console view of choice.

● Utilize split view to see which cases you have while working on individual cases.

Wrap-Up

EmpowerEmpower your end users.

Make their jobs easier.

StreamlineStreamline processes.

Use automations.

Takeaways Resources

Boost Agent Productivity

Service Cloud Community

Improve AdoptionUtilize tools that make it easy to adopt.

Get Started with Service Cloud for Lightning

Experience

Design Your Lightning Console Expert Coaching

Session

Takeaways & Resources

Q&A

Thank You

Appendix

Target resources to help youWrap-up

Journey Resources Learn Service Cloud Basics

• Get Service Cloud up and running and deliver exceptional service to your customers.

Adopt Best Practices• Discover how to train, support,

motivate, and engage your customer service users.

Discuss• Get advice and answers from

Salesforce experts and customers on the Success Community.

Premier Resources

● Online Training

○ Measure Your Success

○ Enable the User Experience with

Data

● Accelerators

○ How To: Service Cloud: Design Your

Lightning Console (Webinar)

○ How To: Service Cloud: Case Macro

Design

○ How To: Service Cloud: Automate

Work Distribution with

Omni-Channel

● Trailhead

○ Get Started with Service Cloud for

Lightning Experience

○ Service Cloud Agent Productivity