3 Service Cloud Features to Improve Agent Efficiency

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Whether you’re looking to retool your Service Cloud or just looking for some quick improvements for your service team, there are a ton of features and tricks you can enable to make your Service Cloud more efficient.

From the perks of the Service Console to Macros, to pre-configured dashboard apps, and  Lightning Knowledge, we’ll explore many ways you can improve the Service Cloud user experience:

  • Enhance the Agent Experience with Console Features
  • Automate Manual Tasks with Macros
  • Additional, Pre-Configured Service Cloud Dashboards – for Free!

Enhance Experience with Console Features

If you’ve not rolled out a console app for your customer service teams, they could be missing out on some great time-saving features. Console features are little different from Lightning to Classic, so for Classic feature details check out this Salesforce Help article.

1. Split View

The console is all about providing your users with data quickly and keeping things compact. One great feature is Split View. Split View is a convenient pop-open side-panel with the list views of whatever object you’re on. For agents working cases, this is a great way for them to quickly check queues or their open case list without navigating away from their current workspace. To make things even better, this comes as a part of the console automatically, so no configuration required!

2. Console Navigation

One great efficiency in a Salesforce console is the improved navigation. Rather than having tabs for navigation and the App Launcher, console navigation is a convenient dropdown. This keeps the rest of the page tidy and frees up space for Workspace Tabs and Subtabs (covered below).

To set up the navigation in a console app, go to the App Manager and edit the navigation in the Lightning App Builder.

3. Workspace Tabs and Subtabs

The console navigation is compact and in a dropdown menu for convenience but also to free up space for Workspace Tabs! Workspace Tabs and Subtabs are a multi-taskers dream. Say goodbye to having dozens of window tabs open! Workspace Tabs and Subtabs are records and pages opened in console tabs within a single browser window. Subtabs are related records or pages grouped under a single parent tab. This allows your agents to quickly reference multiple records at a time and jump from case to case more efficiently.

  1. Edge Communications account in a Workspace Tab
  2. Related case for the Edge Communications account as a Subtab

Configure Workspace Tabs and their Subtabs in the Lightning App Builder under Navigation Rules. You can select which objects should open as subtabs of other objects, such as configuring Cases to open as subtabs under a single Account or Contact.

4. Utility Bar Features

While the Utility Bar isn’t just for the console (it can be used in any Lightning App) it makes a great console side-kick.

Automate Manual Tasks with Macros

One of the best ways you can enhance the service agent experience and streamline customer support is by helping to remove and automate rote tasks. Case management duties such as updating statuses, sending follow-up emails, etc. can take up valuable time, keeping agents from focusing on providing prompt and personalized service.

Macros are a great way to automate rote tasks for your support teams! Macros are like a pre-recorded set of steps that your users can perform with the single click of a button. Let’s set up a basic Macro in the Lightning Experience. The steps for creating Marcos are a little different in Classic. If Lightning hasn’t struck your org yet, see the Classic step-by-step guide here.

Step 1: Configure Macros

Before you start making Macros for your users, make sure you have a way to share them. First, in Macro Settings make sure the Share and organize macros in folders checkbox is checked.

Then, in Object Manager, make sure you add the Folder field to the layout.

Step 2: Add Macros to the Utility Bar to give users Macro access

In Lightning App Builder go to Utility Items and add Macros to the utility bar.

Step 3: Start a New Macro

Navigate to a page with the macro in the utility bar. Click the Macros utility bar button and click Create Macro.

A new window will pop open. Give your Macro and name, description, and pick the object it’s to be used on. For this example, we’re creating a Macro to reset a case follow-up date, the case status field, and reset the Case Flag. This Macro will be used by agents when they need to quickly update multiple fields after interaction with a customer.

Step 4: Edit the Instructions

Here’s where you’ll actually tell the macro what you want it to do. Click on the Edit Instructions button.

You’ll be taken to a screen similar to the Lightning Page editor with a right-hand side panel with your Macro instructions. This side panel is where you can control logic and steps in your Macro. Create steps in the Macro by actually clicking fields on the example record in the left-hand preview. For example, we’re going to update Follow-up Date, Status, and our Case Flag Date/Time fields on this case. First, we double click the Status and configure the new Status picklist value in the instructions panel. Then repeat the steps for Follow-up and Case Flag Date/Time.

You can select specific or relative values and set fields to null. You can also add If/Else logic.

Lastly, if you’re building a macro for a console then add a Close Tab instruction to close the case once all the updates are done.

Step 5: Save and run your Macro!

Navigate back to your page with the utility bar, go to an eligible record (in this example, a case) and click Macros in the utility bar. Select the Macro you want to run and click Run Macro. Watch the magic happen!

Free Pre-Configured Service Cloud Dashboards

Giving your support teams actionable insights is critical to maintaining efficiency and effectiveness. Thankfully, Salesforce Labs has put together an App on the AppExchange with four pre-configured dashboards for your customer service team. Installing pre-configured dashboards saves a ton of time and lets you (the #AwesomeAdmin) focus on more urgent day to day support and innovations.

The package contains 4 dashboards for different needs of your service cloud users. From managers to agents on the front line, these dashboards give key data insights to everyone.

It’s recommended to Install for Admins Only when first installing. This will allow you to become comfortable with the dashboard content, make any necessary tweaks, and then determine the best audiences for each. After installing the App, you’ll be able to find all the dashboards in the Preconfigured Service Cloud Dashboards folder.

Key Performance Indicators Dashboard

This dashboard focuses on the critical metrics that every customer service team needs to know. Dashboard components include indicators such as open cases by status, average resolution times by channel, escalated case percentages, and more.

Executive Sponsor: Key Metrics Dashboard

This dashboard is for managers and executives. It gives high-level visibility into the overall situation surrounding customer service cases and can serve as a health check for the business. Average resolution times, open case counts, unassigned case count, and case priorities are all easily visualized on this dashboard.

Service Manager: Key Metrics Dashboard

The Service Manager dashboard has some similar metrics as the executive sponsor and key performance indicators dashboard, but more focused on their team specifically. Components include reports and graphics for things like open cases for their team, their team’s average resolution time, and case age per team member.

Service Agent: Clean Your Room

This dashboard is for the agents on the front lines. The ones who own cases and actively work them. This dashboard is meant to help them keep track of their own performance metrics to ensure nothing is falling through the cracks. Agents can monitor metrics like their own average resolution times, their top priority cases, and cases organized by age so they can pick what work to tackle first.

Fine Tune

Every business is a little different, and every customer service team has slightly different needs. Before rolling out the dashboards to everyone, it’s recommended to fine tune and make any necessary adjustments to ensure the dashboards visualize exactly what you need.

Salesforce Labs put together a handy list of Tips & Tricks for fine tuning the pre-configured dashboards.

Leverage Apps on the AppExchange

The great thing about the Salesforce ecosystem is that there are seemingly countless resources available. It’s important to weigh Buy vs. Build when considering Salesforce solutions. The AppExchange has a ton of amazing solutions built for all kinds of industries. Internet Creations has several apps on the AppExchange to give your agents a seamless Service Cloud experience. Learn more about our applications and try them out free for 60 days to help meet customer demand and manage support cases cleanly.

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