Manage Cases Like a PRO In Salesforce!
Summary
TLDRThis informative video tutorial dives into the essence of utilizing Salesforce Cases, a pivotal tool for managing customer requests and maintaining satisfaction. The presenter guides viewers through finding the Cases section, illustrating its role in tracking change requests, issue reports, and more. Emphasis is placed on creating and managing cases, from initial creation and setting statuses to ultimately resolving and closing them. The tutorial covers practical aspects like associating cases with contacts and accounts, managing case statuses, and utilizing views like Kanban for efficient workflow management. Whether for new users or those seeking a refresher, this video offers valuable insights into maximizing Salesforce Cases to enhance customer service operations.
Takeaways
- 📚 Cases in Salesforce are a tool for managing customer requests and issues, allowing for efficient problem-solving and customer satisfaction.
- 🔎 To find the Cases area in Salesforce, use the navigation bar or search for it via the three-dotted button on the far left.
- 📈 Cases can be used for a variety of purposes, such as managing change requests from clients or handling software issues reported by users.
- 📝 Creating a new case requires pressing the 'New' button and filling in basic information, with the option to associate it with specific contacts and accounts for better management.
- 🚨 Case statuses help track the progress of an issue, with options like 'New', 'Open', 'Pending', 'Escalated', and 'Closed' to indicate the case's current state.
- 📖 The Case Origin field allows you to specify how the case was submitted (e.g., email), which helps in organizing and responding to cases efficiently.
- 💬 The Cases area allows for detailed tracking and updating of case information, including the ability to log calls and emails, which is crucial for thorough communication records.
- 📆 Each case is assigned a unique reference number for easy identification and reference in communications.
- 💻 The Kanban view in the Cases area offers a visual method to manage cases by status, enabling drag-and-drop functionality for easy status updates.
- 📍 The ultimate goal in managing cases is to resolve and close them, ensuring customer issues are addressed satisfactorily.
Q & A
What is the purpose of using cases in Salesforce?
-Cases in Salesforce are used for managing requests or tasks that customers want the organization to handle. It is a tool for tracking and resolving customer issues, managing change requests, and ensuring customer satisfaction.
How can you access the cases area in Salesforce if it's not visible on the navigation bar?
-If the cases area is not visible on the navigation bar, you can access it by clicking on the three by three dotted button on the far left-hand side and searching for cases, then selecting the first option that comes up.
Can you give examples of how cases might be used in a business context?
-Cases can be used in various ways, such as managing change requests from clients for CRM system modifications or handling issue reports from end users of a software company.
What initial information is required when creating a new case in Salesforce?
-When creating a new case, basic information such as contact name and account name may be required, although they are not strictly necessary. Key information to track includes status, case origin, case documentation, type, reason, and the option to associate the case with an opportunity.
What are the options for setting the status of a case?
-The status of a case can be set to new, open, pending, escalated, or closed, each indicating a different stage in the resolution process.
How does associating a contact and account with a case benefit case management?
-Associating a contact and account with a case makes it easier to track who submitted the case and streamline communication, as it populates the contact details in the case for easy reference.
What is the significance of the case reference number?
-The case reference number is a unique identifier for each case, allowing it to be easily referenced in communications, such as slack channels or emails, for efficient tracking and resolution.
How can the kanban view benefit case management in Salesforce?
-The kanban view allows users to visually organize cases by status in a drag-and-drop interface, making it easier to manage the workflow and progress of case resolution.
What types of case origins can be indicated when creating a case?
-Case origins can vary depending on the organization's needs, but common origins include email, forms, or direct entries by customer support teams.
Why might a case be escalated, and what does this indicate about the case?
-A case might be escalated if it involves a major issue that cannot be immediately resolved, indicating that it requires attention from higher-level management or specialized resolution efforts.
Outlines
📚 Introduction to Salesforce Cases
This section outlines the basics of using cases in Salesforce, emphasizing their importance for customer satisfaction. The presenter starts by guiding viewers on how to locate the cases area within Salesforce, either through the navigation bar or the search function. The concept of cases is explained as a tool for managing customer requests and tasks, with examples provided to illustrate how cases can be utilized in different scenarios, such as managing change requests or addressing software issues. The process of creating a new case is detailed, including the input of basic information and the significance of associating cases with specific contacts and accounts. The importance of accurately describing the issue in the case to aid the customer support team is highlighted, along with the procedure for saving and assigning a unique reference number to each case.
🔄 Managing and Closing Salesforce Cases
This section delves into the process of managing cases from opening to closure, describing the various statuses a case can go through, such as open, pending, escalated, and ultimately closed. The presenter explains the criteria for changing a case's status, including waiting for client feedback or a manager's input. The video also introduces Salesforce's communication tools, such as the ability to post updates, log calls, and emails within a case. The different views within Salesforce for managing cases are explored, including the kanban and split views, which offer visual and detailed perspectives on case status. The ultimate goal of closing a case is emphasized, alongside the recommendation to focus on open cases to streamline workload management. The presenter concludes by encouraging familiarity with case management in Salesforce and offers assistance for any further queries.
Mindmap
Keywords
💡Salesforce
💡Cases
💡Navigation Bar
💡Change Requests
💡Case Management
💡Case Origin
💡Kanban View
💡Status
💡Case Reference Number
💡Pipeline
Highlights
Explains the utility of Salesforce Cases for customer satisfaction.
Guide on accessing the Cases area in Salesforce.
Definition and purpose of Cases in Salesforce.
Examples of how organizations use Cases.
Instructions on creating a new case.
Details on associating contacts and accounts with a case.
Explanation of case status and origin options.
Importance of detailed case descriptions for support teams.
Process of case management from creation to closure.
The significance of a unique case reference number.
Overview of the case pipeline and status updates.
Utilizing the feed section for updates on case progress.
Benefits of logging calls and emails in case management.
The Kanban view for easy case status management.
Introduction to the split view for handling cases.
The ultimate goal of case management: closing off cases.
Transcripts
cases in Salesforce in this video I'll
be explaining exactly what it is how to
use it and why it's really really useful
for keeping your customers happy just
before we get into the video if you need
any help with Salesforce training or
setup check out the link below we would
love to help so as you can see here I'm
on my Salesforce system and on the cases
area now first and foremost if you
cannot find the cases area you should
hopefully be able to see it on the
navigation bar but if not go to the
three by three dotted button on the far
left hand side and just search for cases
and select the first option that comes
up and you'll be presented with this
cases area now what exactly is cases
cases in its simplest form is a means of
managing things that your customers want
you as an organization to do so there
are loads of options and times that we
can use cases and we've seen loads of
different ways that organizations have
used cases in the past and continue to
use cases now for example we use cases
to manage the change requests that we
get for for our client friends when they
want us to change something in their CRM
system so they'll put in a change
request that will then populate in our
cases area we can then manage the case
so we can say
okay this is the status of it this is
the origin uh this is the person that
put in that change request this is the
subject of that particular change
request this is the priority and this is
the date slash time it was opened and we
can see who owns that particular case as
well so another example is if you have
got a software company hypothetically
and there is an issue with the software
you might have your um you might have
your end user go ahead and submit a
problem request or an issue and that
would then populate in the cases area
one of yours customer support team would
review that particular issue try and get
it resolved as quickly as possible so
that is cases in a nutshell like I said
there's loads of different options on
how you want to look to use cases but
I'm now going to go ahead and show you
exactly how to manage cases inside of a
system so if you want to go ahead and
create a new case you need to press the
new button in the top right hand corner
this will then ask you some basic
information contact name and account
name is not necessarily required because
it can make it slightly more difficult
if you don't have their information of
the person that's submitting that
particular case in the system already if
you do it's helpful because then you can
go ahead and Associate the contact being
Nick Boardman and the account being CRM
crew let's say associated with that case
so if you know that Nick baldman is the
client that submitted it and the client
works for the business at CRM crew you
can go ahead and Associate that
information you can add a web email if
you'd like to and then the key
information that we want to track down
here is the additional information and
the description information so we have
status I would always set a status as
new for a case but I'm going to go
through the different options later on
in this video we then have case origin
so where this particular case has come
from if you are using forms you may want
to adjust the way that this pick list is
presented but if it's via email you can
go ahead and select email for example we
then have case documentation if that's
ever applicable if you need to document
anything or add a reference to a file we
then have type so problem feature
request or question and again you may
look to adjust this we definitely have
so we've obviously got client change
requests as an option here we then have
Kate reason so user didn't attend
training complex functionality existing
problem I think a lot of issues come
back to user didn't attend training but
I'm not going to get into that
conversation in this video and but you
can go ahead and select whatever is
relevant or you can go ahead and add
additional options if you need to and
then if you'd like to you can associate
a case with an opportunity now there are
some circumstances where that might be
applicable but generally speaking I
think you would be managing cases for
clients you've already closed one but
like I said the options there if it's
applicable and then we just need to add
a subject and description for our case
so this is where you put a subject
header of what it kind of relates to and
then you need to go into as much detail
as possible in the description area the
customer support team need to know
exactly what they're dealing with so go
ahead and add a description or as an
extensive of a description as you
possibly can so I'm just going to put
example case for the sake of this video
and then go ahead and press the save
button so now we've created our new case
what then happens you're automatically
given a case reference number this is
always going to be a unique reference
number so you can use one zero three
seven to refer back to a particular
thing that needs to be done or that
particular case and then you can
reference that in slack channels in
emails whatever the case may be we then
have the basic contact details of that
person that you've associated with the
case so when we selected Nick Boardman
as the contact name that will then
populate the contact details as well
make sure it makes it a lot easier to
contact them and get information from
them if you ever need to we then have
the pipeline now this is where we manage
the status of our case so a new case
comes in of course it's going to be new
and the ultimate goal is to get it to
close but you firstly need to work on
the case so you would then open it Mark
status as open if we then head back to
the cases area you'll be able to see
that the status us of the example case
is now open we can then click back into
one zero three seven and change it to
pending you may use pending if you're
waiting for the client to get back to
you about something or you're waiting
for your manager to either approve
something or answer a question so then
you can go ahead and select pending as
the status head back to the cases area
and you can see that one zero three
seven is now updated to pending again we
can click into it go to escalated now of
course no one wants to escalate a case
it's going to be bad news if you have
had to so this is obviously escalated to
a manager or it's a major issue or
something that you you can't immediately
solve you may then to escalate that
particular case and again if we go back
to the case area you can see that the
escalated status and that icon has been
presented on the case status here we can
then again click back into 1037 with the
ambition of course closing off our case
Okay so that's the end goal just before
we close off this case I'm just going to
go into a few more details to mention we
have our feed here where we can
obviously see updates about what's going
on with this particular case we can
write a post just to share Insight if
you there are multiple people managing
cases in the Salesforce system we can
log a call and log emails as well
um so obviously when you're in
communication with the client or whoever
it is then you can go ahead and log
information relating to that particular
case in here we also can select the
details area and this is again pretty
standard inside of Salesforce and you
can see all of the relevant information
that we typed in at the beginning of
this video but once you have closed off
case Mark as current status that case is
then closed you can see here that that
status has now changed now this view is
showing me every single case but you can
go ahead and change the view to all open
cases or my open cases recently viewed I
think the best view is probably going to
be all open cases I would personally pin
that view because then you just see what
you need to do and one final thing that
I'm going to show you is the kanban view
now if you go to this display is table
view here and change it to display and
kanban you may find this really really
helpful so this allows you to view your
cases in a kanban environment so you can
go ahead and drag and drop your various
cases into different status options very
very easily you can then also click into
them and you'll be able to see what's
going on with that particular case and
then click back and you'll be back on
The kanban View the alternative and
final view is the split view I know this
is very popular as well so you can see
all of the different cases on the left
hand side select one click into it and
you can see the relevant details of that
particular case but like I said the end
goal is of course to close off a case so
hopefully you're familiar with what a
case is how to manage and use cases
inside of Salesforce if you don't have
any questions please drop a comment
below otherwise thank you very much for
watching and I'll hopefully see you very
soon thank you and goodbye
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