SERVICE CLOUD QUICKSTART
MEETS EXPECTATIONS TO EXCEEDS
EXPECTATIONS IN 4 WEEKS
EXPECTATIONS IN 4 WEEKS
With our Service Cloud Quickstart packages you can take advantage of core features of Service Cloud – customized to fit your business. We know that the clock is ticking on your Annual subscription. We will help you get the most of Service Cloud within 4 weeks. We will enable you to support customers across different channels – Email, Phone, Website and Social Media, improve your agent productivity and help you achieve higher customer satisfaction ratings.
produces more than a
You need to get to the future, ahead of your customers, and be ready to greet them when they arrive.
Marc Benioff
Founder & CEO, Salesforce
INTERNALLY AT WILCO SOURCE WE USE SERVICE CLOUD TO MANAGE OUR RCM (REVENUE CYCLE MANAGEMENT) DIVISION.
WHAT:
A Service Cloud Quickstart is a 2-4 week engagement that is tailored for small businesses who are looking to quickly leverage out-of-the-box Service Cloud features to improve customer service
HOW:
A dedicated certified Service Cloud consultant will work with your customer support teams to understand your business and configures Service Cloud to fit to your support processes
FOR WHOM:
For clients seeking a rapid deployment of a small team of customer support users
WHY:
To customize Service cloud for successful adoption and to achieve faster ROI
Approach
DISCOVERY
- Our certified consultants will facilitate requirements gathering sessions to learn about your business and support processes.
- Through an iterative approach, we'll capture requirements around how you want to customize Service Cloud.
- In this phase, we will also capture metrics that measure your business so that we can configure the right reports and dashboards to track your success.
CONFIGURATION
- Based on the requirements, our consultants will configure Service Cloud to get you faster results.
- We ensure that the UI is optimized to provide best experiences for your users to increase adoption & ROI.
- Configuration includes changes to Home page, Accounts & Contacts, Cases, Email Notifications and Activities along with the creation of reports & dashboards.
REVIEW
- At multiple points in implementation, we provide demos of configuration for your review and feedback.
- During the demo, we will also emphasize how the application can be used by different user roles.
- Based on the feedback received, configurations are adjusted.
DEPLOY
- The configurations will be tested for different use cases.
- After successful QA, configurations in sandbox will be moved to the production environment through changesets.
- Post deployment, configurations will be validated in the production environment to keep the application ready for users.
TRAINING
- To make the adoption easier for your users, we create user guide with screenshots of how to navigate and use the application.
- We also provide virtual training sessions to guide your customer support teams to success.
- We will cover how to use the application for day-day customer support activities and how Salesforce helps your team to be productive and successful.
SUPPORT
- We understand that adopting a new application doesn't happen over night.
- For all our Quickstart implementations, we offer 2 week post go-live support at no cost so that you can request minor tweaks to your implementation and resolve your go-live issues while you get used to the new application.
Service Cloud Quickstart
Boost your customer satisfaction with core Service Cloud feature deployment
- Discovery and Design workshops
-
- Requirements document
- Design document
- Case Management (1 to 2 for each)
-
- List Views
- Case Creation
- Case Record Types
- Case Assignment
- Case Queues
- Email to Case
- Web to Case
- Omnichannel Setup
- Email Alerts
- Escalation Rules
- Service Level
- Agreements (SLAs) and
- Entitlements
- Service Console Customizations
-
- Utility Bar
- Kanban Design
- Buttons
- Quick Action Links
- Files and Enhanced
- Notes Setup
- Automations
-
- Tasks
- Events
- Reports and dashboards
-
- 12 Reports and 2 Dashboards
- Average Time to Close a Case
- Total Open Cases Volume per Agent
- Cases per Channel
- Cases Aging Reports
- Service Team Performance
- Reports
- Trends in Operation
- Data Migration (Legacy Data Import <1000 records)
-
- Accounts
- Contacts
- Cases
- Two Hours User Training Sessions
- 2 week go-live support
Extending your Quickstart with Add-ons
Leverage advanced features within Service Cloud to further customize the application
- Self-Service on the Web
-
- Create Community
- Branding and Personalization
- Adding Channels and Zones
- Setup Knowledge Base
-
- Create Articles
- Create Articles Types and Data Category Groups
- Articles Management
- Assigning Articles to Cases
- Create and View Knowledge Sidebar in Help Desk
- Social Customer Service
-
- Enable social customer service
- Enable social post approvals
- Create the social action interface
- Manage social posts
- Manage social personas
- Live Chat with Customers on the Web
-
- Enable Live Agent
- Create Chat Deployments and Chat Buttons
- Create Automated Chat invitations
- Add Live Agent in the Help Desk
- Integrations
-
- CTI Integration
- Survey Integration
- Outlook/Gmail Integration
- Chatter for Service Settings
- Knowledge Base Training
