Delivering an incredible customer experience shouldn't be stressful for your support agents. We will look at the full case lifecycle and demonstrate how to increase agent productivity, improve response time and shorten time to resolution, all while improving the accuracy of your metrics and collecting feedback from your customers. Learn how each step will help you empower your agents. Step 1: Inbound Message Processing Step 2: Prioritization Step 3: Consistency Personalization in Responses Step 4: Meet SLA, Data Analysis Step 5: Gather Customer Feedback to Improve

1. Reach Service Cloud Nirvana
in 5 Steps
Thursday, August 23, 2018

2. Joseph Reale
Product Manager, Internet Creations
Connect with me:
+1 609.245.8461
www.linkedin.com/in/jreale11
joseph.reale@internetcreations.com
Director, Customer Success, Internet Creations
Connect with me:
+1 609.438.1360
www.linkedin.com/in/hyermish • @hyermish
howard.yermish@internetcreations.com
Howard Yermish

3. Forward Looking Statements, Safe Harbor
• During this webinar, you may see features and functionality in
our products that are not generally available.
• Don’t make any purchase decisions based on these discussions.
• Don’t bug ask us for a release time table, unless we give one.
Leverage agile frameworks to provide a robust synopsis for high level overviews. Iterative approaches to corporate strategy foster collaborative thinking to further the overall value proposition. Organically grow the holistic world view of disruptive innovation via
workplace diversity and empowerment. Bring to the table win-win survival strategies to ensure proactive domination. At the end of the day, going forward, a new normal that has evolved from generation X is on the runway heading towards a streamlined cloud
solution. User generated content in real-time will have multiple touch points for offshoring. Capitalize on low hanging fruit to identify a ballpark value added activity to beta test. Override the digital divide with additional clickthroughs from DevOps. Nanotechnology
immersion along the information highway will close the loop on focusing solely on the bottom line.
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4. Agenda
● Step 5 - Gather Feedback
● Step 1 - Processing Inbound Messages
● Step 2 - Prioritize Your Work
● Step 3 - Productivity & Personalization
● Step 4 - Meeting Expectations &
Measuring Results (Reporting & KPIs)
● Step 5 - Gather Feedback (Again)

5. Case Closure
Step 5: Gather Feedback
Send a survey when the experience is top of mind
Sales Opportunity Closure
Project Milestone
RMA & Warranty Processing
Field Service Visit

6. Voice of the Customer
You improve your products,
people and processes
Measure your current state so you
can move towards an ideal state
More data to make smarter
business decisions

7. Step 1: Processing Inbound Messages
Automatically Create Contacts

8. Step 1: Processing Inbound Messages
Documentation for Forward to Case
Forward Email to Create New Case

9. Step 1: Processing Inbound Messages
Time Closed Until New Case Creation

10. Step 1: Processing Inbound Messages
Fuzzy Text Matching for Email Loop Protection
Protect Against Email Loops

11. Socialize the Process
Customer Experience Tip
Let agents focus on humanizing the
customer experience.
!

12. Step 2: Prioritization of Cases
● New Cases
● New Customer Responses
● Scheduled Follow-Ups
Lightning Tip:
Use Kanban View and Sort by Flag
to See Flagged Cases Grouped by Status
Which case should I work on next?

13. Step 2: Prioritization of Cases
Account Specific Timings SLA Specific Timings Case Priority
Flag Timings based on Something...

14. Step 2: Prioritization of Cases
Detecting Duplicate Cases, Lightning Component for Case Flags

15. Reviewing Case History
Customer Experience Tip
Encourage agents to review notes
together with the customer.
!

16. Step 3: Consistency & Personalization in Responses

17. Step 3: Consistency & Personalization in Responses
Consistency Personalization Responses in Progress
Draft Comments
Canned Comments
Paste Screenshots in the Enhanced
Comment Editor

18. Loop Steps 2 & 3: Being Responsive
Remove Extra AttachmentsIntroducing New/Separate Issues into the Case

19. Step 4: Meeting Expectations & Measuring Results
Case Flags Report Extension
• FREE! Extension Package for Case Flags
• Includes 8 Additional Reports and a Dashboard
• Metrics Gathered Include:
• Average Response Time
• Flag Escalations
• Percentage of time per Case Status
• Important! Case Flags History Tracking must be enabled
Reporting & Key Performance Indicators

20. Average Time to Respond (BH)
• Displays average agent
response time in Business
Hours.
• Can be used for:
• Ensuring Timely Responses
• Understanding Agent Workload
• Identifying Trends / Outliers

21. Flags Escalated Past Level 3
• Displays the amount of times a case
has aged to Level 4 (a.k.a. Black Flag).
• Can be used for:
• Evaluating How often SLA Breaches Occur.
• Identifying Cases that have Multiple SLA
Breaches.
• Understanding Total Length of Time taken for
Responses.
• Identifying Trends / Outliers

22. Percentage of Time for each Open Status
•• Breakdown how long cases have
been sitting in a particular status.
• Can be used for:
• Ensuring cases aren’t spending too much
time in a given status. Identify Imbalances.
• Identifying areas to create additional status.
• Improving communication processes
(internal & external).

23. Align Habits to Metrics
Customer Experience Tip
Consider how “gaming the system” can
work in your favor.
!

24. Step 5: Gather More Feedback!

25. Short Surveys (KSSS)
Customer Experience Tip
No one has time for long surveys.
Keep Surveys Simple...
!

26. Questions?

27. September 26, 2018 – San Francisco, CA
9:30AM - 12:30PM PT
http://ic.force.com/sef

28. Thank You for Joining Us!
Reach Service Cloud Nirvana in 5 Steps
Connect with us:
@icsfdc
+1 609.570.7200
info@internetcreations.com