Service Cloud Fast Path - Webinar 4 Salesforce Partner Practice Development Initiative
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
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
Knowledge Centered Service
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.
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
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
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- Fall '20