You are a Salesforce Administrator. The support team operates in two shifts, with a team for North America (NA) and another for Asia-Pacific (APAC). Each region has its specific set of agents. Clients raise support tickets through a custom Salesforce object named “Support Tickets.” The company’s objective is to ensure that tickets raised by NA clients are handled by the NA team and APAC tickets by the APAC team without any manual intervention. How would you configure the Salesforce to meet this requirement?
We would use Salesforce’s Queues feature to ensure that tickets are automatically routed to the respective regional teams based on the client’s location.
1. Identify the Context:
Business Need: Automatically route support tickets to the appropriate regional team.
2. Identify the Salesforce Feature: Queues in Salesforce.
3. Step-by-step Approach:
a. Create Two New Queues:
– Navigate to Setup > Objects and Fields > Object Management > [Your Custom Object] > Queues.
– Create a queue for “NA Support Team” and another for “APAC Support Team.”
– Assign the respective agents to their corresponding queues
b. Criteria-based Assignment Rules:
– Go to the “Support Tickets” object and create assignment rules.
– For the NA rule: If the client’s region is “North America”, assign the ticket to the “NA Support Team” queue.
– For the APAC rule: If the client’s region is “Asia-Pacific”, assign the ticket to the “APAC Support Team” queue.
c. Activate Assignment Rules:
– Ensure that the created assignment rules are activated.
Certainly! Let’s proceed with another scenario-based question.
Sales team deals with leads from various sources like events, online campaigns, and direct walk-ins. The company believes that leads from events convert at a higher rate than other sources. To prioritize their responses, they want all event-sourced leads to be automatically routed to a specialized queue. How would you set this up in Salesforce?
We would leverage the power of Salesforce Queues and Lead Assignment Rules to automatically route leads based on their source.
1. Identify the Context:
– Business Need: Prioritize event-sourced leads and route them to a specialized queue.
2. Identify the Salesforce Feature:
– Feature: Salesforce Queues combined with Lead Assignment Rules.
3. Step-by-step Approach:
a. Creating a New Queue:
– Navigate to Setup > Queues.
– Create a new queue named “Event Leads Queue” and assign the specialized agents to this queue.
b. Define Lead Assignment Rules:
– Go to Setup > Lead Assignment Rules.
– Create a new rule that states: If the lead’s source is “Event”, assign it to the “Event Leads Queue.”
c. Activate the Assignment Rule:
– Ensure that the created lead assignment rule is activated.
A company offers technical support for their products. Customers can raise support cases via email, phone, or their online portal. The company wants to prioritize support cases raised by their premium customers and ensure that those cases are worked on before other cases. To help their support team manage this, they want cases raised by premium customers to be placed into a separate queue so that specialized agents can address them immediately. How would you configure this in Salesforce?
We would use Salesforce Queues in conjunction with Case Assignment Rules to make sure the cases raised by premium customers are directed to the appropriate queue.
1. Identify the Context:
-Business Need: Prioritize support cases from premium customers.
2. Identify the Salesforce Feature: Salesforce Queues along with Case Assignment Rules.
3. Step-by-step Approach:
a. Creating a New Queue
– Navigate to Setup > Queues.
– Create a new queue named “Premium Customer Support” and assign the specialized support agents to this queue.
b. Define Case Assignment Rules
– Go to Setup > Case Assignment Rules.
– Create a new rule that states: If the account type is “Premium Customer”, assign the case to the “Premium Customer Support” queue.
c. Activate the Assignment Rule
– Ensure that the created case assignment rule is activated.
Imagine you work for a company which sells books online. Customers often have queries about books, shipping, returns, and other topics. These queries come in through a web form on the website. Each query type requires a different team’s attention. For instance, queries about book details go to the “Book Information Team”, and queries about shipping go to the “Shipping Team”. How would you set up Salesforce to automatically route these queries to the appropriate teams?
To automate the routing of queries to the appropriate teams, We would utilize Salesforce’s Web-to-Case feature in combination with Case Assignment Rules.
1. Identify the Context
Business Need: Route different query types to specific teams.
2. Identify the Salesforce Feature: Web-to-Case along with Case Assignment Rules.
3. Step-by-step Approach:
a. Setting up Web-to-Case:
– Navigate to Setup > Web-to-Case.
– Enable Web-to-Case and configure the web form fields which could include ‘Name’, ‘Email’, ‘Query Type’, and ‘Query Description’.
– Implement the generated HTML code into the website’s contact page.
b. Define Case Assignment Rules:
– Go to Setup > Case Assignment Rules.
– Create a rule for each query type. For instance:
– If ‘Query Type’ is “Book Details”, assign the case to the “Book Information Team”.
– If ‘Query Type’ is “Shipping”, assign the case to the “Shipping Team”.
– Ensure the rules are arranged in order of priority if there’s any overlap.
Certainly! Let’s move forward with another Salesforce feature.
You are working for a company named that sells sustainable products online. Company wants to ensure that when customer support queries come in, high-priority cases (like issues with product functionality) are attended to more quickly than low-priority ones (like general product inquiries). They want to ensure that cases remain visible and easy to track as they move through the process. How can you set up Salesforce to facilitate this prioritization and visibility?
We would use Salesforce’s Case Queues combined with Case Escalation Rules to prioritize and manage the cases effectively.
1. Identify the Context
– Business Need: Prioritize and manage customer support queries based on their urgency.
2. Identify the Salesforce Feature:
– **Features**: Case Queues and Case Escalation Rules.
3. Step-by-step Approach:
a. Setting up Case Queues:
– Go to Setup > Queues.
– Create separate queues for different priority levels, like “High Priority” and “Low Priority”.
– Assign appropriate team members to each queue.
b. Define Case Escalation Rules:
– Navigate to Setup > Case Escalation Rules.
– Set up criteria to identify high-priority cases, such as those with a specific subject or type.
– Define actions like changing the priority field and assigning them to the “High Priority” queue.
– Ensure rules are in the correct order of execution.
c. Ensure Visibility:
– Customize the Case list view to show cases by queue.
– Ensure team members have the necessary permissions to view and work on cases in their assigned queues.
