Service Cloud Fast Path Webinar 4 - Partner.pptx - Service Cloud Fast Path Webinar 4 Salesforce Partner Practice Development Initiative Service Cloud

Service Cloud Fast Path Webinar 4 - Partner.pptx - Service...

This preview shows page 1 - 8 out of 47 pages.

Service Cloud Fast Path - Webinar 4 Salesforce Partner Practice Development Initiative
Image of page 1
Service Cloud Webinar Series Part 1 Salesforce for Service Customer Engagement Center Contact Center Analytics Service Console Macros QUIZ Part 2 Entitlement Management Omni-Channel Chat QUIZ Part 3 CTI Social Customer Service Embedded Service Integration & Data Management QUIZ Part 4 Knowledge Centered Service Knowledge Management Communities Implementation Strategies Exam Overview QUIZ
Image of page 2
Follow the Trail Access Salesforce Partner Education 1. Sign up for Trailhead 2. Check that your DEV org and Trailhead profile are connected 1. Login to Partner Community 2. Select “Collaboration” at top and join Official: Service Cloud Certification group & Official: Service Cloud Experts
Image of page 3
Knowledge Centered Service
Image of page 4
Knowledge Management comprises a range of practices used by organizations to identify, create, represent, and distribute knowledge within and outside of an organization. KCS is not something we do in addition to solving problems - KCS becomes the way we solve problems. The goal of KCS is to solve a problem once and use the solution often.
Image of page 5
KCS seeks to: Create content as a by-product of solving problems Evolve content based on demand and usage Develop Knowledge Base of collective experience to date Reward learning, collaboration, sharing and improving KCS is not something that is done in addition to solving the case. It is how the case is solved. 1. Capture the solution while solving the problem 2. Assume the article will be used by others 3. Complete thoughts are more important than complete sentences 4. Reuse is key. Searching is creating- if I search and don’t find an answer I create one 5. We improve articles when we are using them and find gaps or areas where improvement is necessary KCS is a methodology that helps to insure that investments are made in knowledge article creation and maintenance as it is needed and when it is needed The Principles of KCS
Image of page 6
KCS - The ‘Double Loop’ Process Leadership Vision and communication Set org mission and purpose Align management and employees Performance Assessment Competency model for KCS Measurements against goals Reward and recognition programs Content Evolution Standards – style guides, structures Migration process – closer to customer Monitoring / scoring of quality Visibility matrix – who can see and modify Workflow Evolve and adjust over time Simple workflow steps to begin Seamless process based on structured problem solving (incident / problem) Capture Must be inherent part of the service flow Created at the speed of conversation Must capture a minimum set of information including content and context Structure The problem in the customer’s words! Complete thoughts, but not paragraphs Environment / context Searching is Creating Use search string to create solution ‘frame’ Flag it, Fix it during workflow Workflow Good enough AND correct Validated through usage Updated as it’s used
Image of page 7
Image of page 8

You've reached the end of your free preview.

Want to read all 47 pages?

  • Fall '20
  • kCS

  • Left Quote Icon

    Student Picture

  • Left Quote Icon

    Student Picture

  • Left Quote Icon

    Student Picture