Getting Started: Service Cloud:

Agent Productivity Features

Presenter Name, Title of Presenter email@salesforce.com. @twitterhandle

This webinar will begin at 10:05 am EDT

Welcome to this
Accelerator Webinar!

In this 90 minute ession, we’ll go over

agent productivity tools and review best
practices so you can get the most out of
your Salesforce investment.
Thank You for Being a
Salesforce Customer
Event Information and Logistics

First things first

● Post your questions in the GoToWebinar panel

during the event, and the Trailblazer Community
once it’s concluded.
● The presentation will be sent out via email
tomorrow after the webinar has concluded.

success.salesforce.com/
Introductions

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Agenda

● Accelerators ● Recommendations
Your goals and how we will achieve them. Learn next steps. Accelerate your path to success.

● Productivity Tools
What are they and how do I use them?

● Demo
Let’s take a look at some of the tools.
Achieving Your Business
Outcomes with Accelerators
Overview

What challenge are we solving for you?

Your business objectives:

• Spend less time copying and pasting notes, emails and

phrases.
• Eliminate the amount of unnecessary clicks - agents click
through records, fields and buttons. Sometimes the clicks
seem never-ending.
• Make it easier to locate records instead of constantly
searching for records, remembering contact names and
case numbers.
• Eliminate the need to perform the same task over and over
again.
• Make it easier to update or edit case fields.
Our Focus

We’ll help you get the most from your

Salesforce implementation
Accelerators are high-impact engagements designed
specifically to maximize your Salesforce investment.

Today, we’ll cover:

● Console vs. Standard View.
● Productivity Tools.
● Demo of some of our tools.
● Get additional Success resources.
● Review requirements for 1:1 follow-up session.

Sign up for the Premier 1:1 follow-up session and we’ll:

● Review your requirements and advise you on any of the specific tools
we’ve covered today.
● Talk about a combination of the tools that we’ve introduced and how
they can be implemented in your environment.
Productivity Tools
What are they? How do I use them?
Where Do We Set Up Productivity Tools?

Two Types of Views in Salesforce

Console View
● Open up multiple records at the same time.
● Open up related records as sub tabs under the original.
● Split view to access your list view and each record page you
open up.
● Work on multiple records efficiently and effectively in a fast
paced environment.

Standard View
● Items are across the top and can only be accessed individually.
● Cannot open multiple records simultaneously.
● No additional tabs or sub tabs can be opened when opening a
record page. Only single record view.
Productivity Tools

Tools and Functionalities within Console View

Tool What It Does
Quick Text - Create Custom predefined messages that you can insert into email and chat.
- Includes: Merge Fields, Line Breaks, Special Characters

Macros - Use a set of instructions to tell the system how to complete a task.
- Save time and add consistency for repetitive tasks - emailing a customer, selecting email
template, updating case status.

History - Track and display any objects you’ve recently visited - accounts, contacts, cases, entitlements,
service contracts.

Mass Quick Action - Add an action to an object’s search layout. Search up to 100 records in a list view and
perform mass updates.
- Perform updates on multiple records in a list view.

Split View - Take advantage of the space and work quickly in Lightning console.
- Split view shows you the list view of your cases while you work through any individual cases,
workspace and sub tabs.
- Quickly jump between list and individual records.
Productivity Tools

Tools and Functionalities within Console View

Tool What It Does
Keyboard Shortcuts - Search, edit, save and close a record without ever leaving your keyboard.

Email Templates - Save time and standardize your templates sent by you or by others in your org.
- Utilize merge fields or enhanced letterheads as you see fit and save time by prepopulating.
- Make templates available to others so emails stay uniform.
- Attach files, delete, update, create and send email templates.

Send Email Notifications - Use Support Settings to control who is notified for what. Read through each of the support
settings with descriptions to the right and take a look to see who needs to be kept in the
loop.

Predefined Field Values for Quick Actions - Pre-set field values to help ensure consistency, make it faster, and easier for users to create
records.
- It’s better to use fewer fields, especially if you know you plan to be on mobile.
Our Recommendations
Scenarios in which these tools might be helpful
Discovery Outcome
Agents spend a large part of their day sending out Username and Password Reset Emails or
Emails requesting for more detail on the case opened.
Do you want to keep the customer in the loop about what’s going on with their case?
Agent leaves for lunch, comes back and doesn’t recall what they last left off of. How do
they find what they were last working on? If you’ve left all of your tabs open before leaving,
it should still be there. If you exited out of your tabs in Console, you can find out which
records you last had open.
Solution
● Use Email Templates and Macros.
● Create an email template with the verbiage for how to
reset password or to request more email.
● Create a Macro on the Case Object to pull up the
appropriate Email Template, change the status to Waiting
on Customer or Closed and save.
● Use Email Templates and Support Notification Settings.
● Create an email template to notify the customer of - when
their case is launched, when it’s assigned to an agent,
when a case comment is added to their ongoing case.
● When these changes take place, use the notification
settings under Support Settings to trigger those emails to
get sent out.
● Use History and Split View
● Add History to the utility bar via App Manager for the
Console view of choice.
● Utilize Split View to see which cases you have while
working on individual cases.
Demo
Let’s take a look at some of the tools.
Success Resources
Learn More
Accelerate Your Path to Success
Do It Myself
Service Cloud Agent Productivity Module
Help your agents work faster and more efficiently
in the Service Console
Get Started with Service Cloud for Lightning
Experience
Improve the productivity of your customer
service team by moving your org to Lightning
Experience.
See all Trails
See all Success Resources
Show Me How
Service Cloud: How To: Design Your Lightning
Console (Accelerator Webinar)
Review key Lightning Console features.
How To: Service Cloud: Case Macro Design
Reduce Clicks and streamline tasks for service
agents. Minimize data entry.
Circles of Success
Hosted by a Salesforce expert, meet with fellow
customers to talk about your experiences and
share best practices on a variety of topics.
Offered virtually and in person.
See Upcoming Circles of
Success
See our Complete Portfolio
of Salesforce Accelerators
Do It with Me
Admin Assist
With Premier+, have a Salesforce admin help
configure and maintain your Salesforce solution
Implementation Architect
A designated single Cloud expert who will be the
Salesforce lead on your deployment, providing
expertise and oversight for your architectural
needs.
Lightning Boost
Accelerate your Lightning transition with expert
guidance on Lightning readiness, feature usage to
maximize ROI, and a tailored transition plan
See all of our
Salesforce Services
We Can Guide Customers Every Step of the Journey

With resources, programs and experts to fit their needs

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Proactive Engagement

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Show Me
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Success Communities Customer-Centric Design
Help Portal Strategic Services
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Do It Do It
Myself With Me
Blaze Your Path to Success, Faster

With Success Plans to Take You Further

Standard Premier

Guided Journeys

Success Community

Trailhead

Accelerators & 1:1 follow up

Developer Support

Success Management

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Interactive Webinars

Admin Assist optional upgrade

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Learn more about Premier Success

Requirements for 1:1 Follow Up Session
Must be a Premier customer
All set?
You can request your 1:1
Follow-Up with a Salesforce
Success Specialist through
survey you will receive after this
webinar concludes.
Resource requirements
● <Participation of your Business (Marketing
Analyst/Manager) tasked to deliver targeted
engagements.>
● Time commitment of one hour.
Technical requirements
● <Einstein Engagement Scoring is activated and Scores are
available in your org.>
● <If you have not yet activated Engagement Scores but
have at least 90 days of email engagement data.>
● <1:1 session is not a good fit, if your Org has enabled
Field Level Encryption, Contact Data Encryption,
Tokenized Send Caveats.>
Next Steps

Let’s schedule dates and get started

1 Join the Salesforce Productivity Trailblazer Community: sfdc.co/SalesforceProductivity

2 Take the Sales Productivity Trailhead Module: sfdc.co/b48mTm

Premier Customers: Request your 1:1 with a Salesforce Success Specialist and plan your next Accelerator
3 (1:1 follow-up invitations will be sent after you complete the survey).

4 Not a Premier Customer but Interested in Learning More? Reach out to your Salesforce Account Team for more details.
Send us your Feedback!

After this webinar you’ll receive a pop-up with a survey asking you to
rank this webinar and if you are a Premier customer if would like to
opt-in to a 1:1 engagement after this call.

Your feedback is incredibly valuable to us, so please feel free to add any
comments you have about this Accelerator and how it could be improved.
 Appendix
Additional resources that may be helpful to you
Quick Text

• Create custom predefined messages that you can

now insert into email and chat.
• Quicktext can include:
- Merge Fields
- Line Breaks
- Special Characters
Macros

Steps to Create a Macro:

• Open up a record and click Macros in the utility bar.
• Click + or Create Macro.
• Enter the necessary fields and select the object that the
macro is applied to. Note: Macros can only be run on a
specific object like Cases or Accounts. It can’t be run on
the homepage.
• Click Save.

You can always come back and edit the instructions or add
further logic to it. The object canvas is there as well for you
to click on exactly what you want to modify.
History

● Select certain fields to track and display using the

History related list. Field history data is retained up to
18 months through your org and 24 months via the
API.
● Track any custom objects or the following standard
objects:
○ Accounts
○ Articles
○ Cases
○ Contacts
○ Entitlements
○ Service Contracts
Mass Quick Action

● Mass Quick Action is an action that gets added to an

object’s search layout.
● You can set up to 100 records in a list view and
perform mass updates.
● You can only perform mass quick action on “Create a
Record” and “Update a Record.”
● These are actions you want users to perform on
multiple records in a list view.
● Remember, you can perform mass quick actions with
the exception of Communities, notes or users.
Split View

● Take advantage of the space and work even quickly in

Lightning Console with Split View. A collapsible pane
that helps to keep your list view open while you work.
● Split view shows a list view next to your open cases,
workspace tabs, and subtabs, allowing you to quickly
open records from the list.
Keyboard Shortcuts

● Work in Lightning without touching your mouse.

Search, edit, save and close a record without ever
leaving your keyboard.
● Shortcuts work in all Lightning Apps with standard
navigation or console navigation.
Email Templates

● Save time and standardize your email sent by you or

by others in your organization.
● Utilize the merge fields or enhanced letterheads as
you see fit and prepopulate to save time.
● Templates are automatically private as you create
them but you can make them available for others
within your organization.
● Attach files, delete, update, create and send email
templates.
Send Email Notifications

● Use Support Settings to control who is notified for

what. There are several ways in which you can keep
everyone in loop whether it’s the customer or the
internal agent. You’ll see that each setting comes with
a description off to the right hand side. Take a look
and see which ones you need.
Predefined Quick Action Fields

● When you create an action, predefined field values

help to set a value for that field. It can help ensure
consistency, make it faster and easier for users to
create records.
● It’s better to use fewer fields, especially if you plan to
be on mobile. It eliminates the need to fill out a lot of
required fields.