Thursday, August 13, 2015

Salesforce Service Cloud by Luxent: The Custom Side (Part 2)

Salesforce, Tips & Tricks

Written by Laura Thompson Laura Thompson

Sometimes clients request solutions within Salesforce Service Cloud that fall outside of native functionality. In addition to the unified, holistic view of support operations within one screen that was discussed in the previous blog post, here are a few examples of custom modules which Luxent designed and implemented for ViON in Service Cloud:

Ability to text message support staff from Salesforce

Luxent has built a manual text messaging feature where a support representative on a case can send a text out to the support team assigned to that particular case or account, updating the support team. The back end required for that to happen seamlessly, though, is more complicated than that: the message that support staff sends from the Salesforce Service Cloud is actually an email message sent to an email address—provided by the wireless provider—which is changed to a text message and then sent to the wireless number as an SMS. The system needs to know which provider the specific number is on, so translation tables were built in the background and the user’s wireless provider has to be specific as part of the new-user setup. From there, the native calendar within Service Cloud is used to determine which reps are on call and available for text messages as part of the support process for high-priority cases. This enabled ViON to ensure each case was immediately assigned to an available field service rep automatically within the system, fulfilling stringent SLAs.

Salesforce Service Cloud Text Message Screen

Case Escalation

Service Cloud’s pre-set minimum for case escalation is 30 minutes, but sometimes a company’s SLAs require shorter intervals as part of a service plan. Luxent is able to bring the minimum down to 5-minute intervals by customizing the module, offering a way for companies to fulfill service plan requirements.

Salesforce Service Cloud Case Escalation ScreenshotCase dispatch process

In cases where a company has field service representatives, Salesforce1 combined with Service Cloud gives the ability for cases to be dispatched and accepted on mobile devices. In one example with an Luxent client, the case dispatch process is executed every 1 minute from the scheduled Support Processes job, and will page the first available Support Team Member—in order of priority—within 1 minute of the case being assigned to the “Unassigned Dispatched Cases” queue. Paging will continue every 5 minutes until the case is accepted. Each Support Team Member will receive three pages until the dispatch process moves on to the next available Support Team Member.

Salesforce Service Cloud Case Accept Salesforce1 Screenshot

While native functionality within Salesforce Service Cloud offers out-of-the-box solutions that fit most needs, some companies require customizations in order fit their specific needs and to get the most out of their technology investments. These examples show how Luxent was able to provide customizations that ViON needed in order to fulfill their stringent SLAs and align better with their services and processes.

Part I of this series is found here. Look for Part 3 next week!

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