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Accelerator - Service Cloud Macro Design

Knowledge Article Number 000232387
Salesforce Cloud Services


Service Cloud Macro Design

Accelerator Overview

  • Routine and repetitive service agent tasks can be laborious, lead to errors, and negatively impact agent productivity
  • Configuring Macros for the Salesforce Console allows agents to execute sequences of routine actions with a single click, thus providing faster case resolution time and improved agent efficiency
  • This Accelerator is designed for customer who would like help identifying their top 10 use cases and configuring 5 Macros for use with their Service Cloud Console.
  • ​The Macros will be configured in your Sandbox environment based on your defined processes.

Macros = Efficiency + Speed  
      Popular Examples:
  • Search and select email templates
  • Combine email responses from multiple sources
  • Qualify cases with one click
  • Send a quick response to the customer (via email, social, community)
  • Create a work order based on a case status

Define Successful Business Outcomes
We'll work together to define what would be a successful outcome for you.
Typical Business Outcome:   Increase agent productivity by reducing the number of clicks needed to perform actions and input information (creating cases, sending emails, phone calls, tasks, etc) into Salesforce

       Popular Measurable Outcomes
  • Increase Service Rep Efficiency
  • Reduce Time to Close Cases
  • Reduce Service Response Time
  • Reduce Administrative Time/Cost

  Guiding Principles
  We are focused on a successful outcome through well defined scope

       Our Commitments:
  • We will facilitate a discovery session to help identify your use cases
  • We will share Best Practices and leverage Declarative Workflow to build your rules
  • We will leverage the latest release features and reuse existing components where applicable
  • No code will be created or modified
  • No integration with external systems will be addressed

       Your Commitments:
  • You are actively working to transform your service process through procedural improvements
  • A Service Leader Executive Sponsor is committed to the outcome and will participate with each milestone
  • Your business goals must be well defined which are critical to documenting the success criteria
  • Admin access to your sandbox is required for the Salesforce specialist 
  • A trained administrator is available to implement our recommendations in your production environment 
  • Your Service Cloud license are in use and assigned to users and the Case object is currently being used

Engagement Timeline Chart
click image above or download attachment below for larger view


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Engagement Process and Timeline.jpeg

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