Webinar on Salesforce

Amazing experience this week, leading a webinar in remote working about intermediate usage of Salesforce with live examples ‘hands-on’ and focused on case management.

We made two session of 90 minutes each, dealing with following topics:

Session I

1. Salesforce user interfaces

• Lightning Experience vs. Classic Salesforce, main differences
• Service console app, in Classic and Lightning: a) pros and cons in both interfaces - b) tabs vs. new pages, pinning and sharing - c) footers and sidebars, history, short keys - d) softphone integration

2. Case management, part I

• Case feeds vs. case comments
• Case index and sections
• Case hierarchy: parent, child, sibling. Cloning cases
• Activity history vs. case history (and history by comments)
• Activities: tasks and events, deadlines and reminders
• Email-to-Salesforce, automatic logging for external emails: a) setting preferences - b) log by forwarding or replying to inbound emails - c) linking to cases (or other objects) in unresolved items

Session II

3. Case management, part II

• Case description, w/ or w/out case comments
• Standard format/templates for case subject and description
• Solutions: a) purpose and structure of the knowledge base - b) creation from case or from Solutions’ index - c) reviewing, categorising, publishing - d) standard subject for uncategorised search
• RMA’s: section vs. page apart, available fields
• Attachments: uploading, details vs. content, editing info
• Process management: a) usability and knowledge - b) standardising and sharing - c) claims and quality management, reviews and audits

4. Reports and dashboards

• Report builder interface
• Creating reports: fields, logic, views (tabular, grouped, graph)
• Exporting into Excel: filtering offline (pivots) and online (drill-down)
• Organizing reports in folders and sharing links
• Dashboard builder, organising display in design view
• Links to each composing report and visibility

Feedback received was exceptional and this event created momentum for further activities. Looking forward for next steps... :)