Social Customer Service in Salesforce

1. Social Customer Service in Salesforce

2. Salesforce Social Customer Service Now turn your social network posts into cases or leads with Salesforce Social Customer Service. Agents can reply to social network posts right from the Service Console and also higher authority of the organization can join the customer conversations that are happening with service agents from a single platform i.e Salesforce. Hence organizations are indeed moving to adopt social customer service features to in fact better their service support towards the targeted customers. 2

3. Importance of it ⬢An An Improved better representatives ⬢Easy service ⬢Authentic responding ⬢Support helps networks ⬢Optimized language the Improved Tracking better and representatives can Easy Customization service.. Authentic Support responding to to cases Support customers helps the networks.. Optimized social language detection the conversation Tracking Management and accurately can directly Customization:: This Management:: Since track customer directlyconnect This service Since it it is is integrated customer inquiries connectto to the service can integrated with relevant to to their dedicated support very easily with Salesforce’s their genre support team be configured Salesforce’s Social genre of of business team who configured in in your Social Studio, business.. After indeed respond your org Studio, this After comprehending respond to to them by simply this allows comprehending customer them with simply enabling the representative customer problems, with better enabling the allows the representative to to have have a a problems, accurately track inquiries relevant the dedicated can very who indeed org by better solutions the built solutions.. feature social easily be built- -in in feature social customer customer Support to to Customer cases and customers anytime the team Customer:: It It helps and leads anytime:: This team to to listen helps agents that are This feature and respond agents and are being feature helps respond to to customers and even created from helps that customers across even the from Facebook, that social across a a variety the sales Facebook, Twitter, social customer variety of of social sales representatives Twitter, Instagram, customer care representatives to to engage Instagram,and care requests social platforms engage with and other are aligned platforms like with targeted other social aligned directly like Twitter, targeted customers social networks directly to to your Twitter, Facebook, customers just networks.. your social Facebook, and just by by simply simply leads that being created requests are social service and other service team other social team.. It It social listen and social service detection ensure conversation to to the service:: Route ensure that the best Route social that agents best possible social cases agents receive possible channel cases to to the receive correct channel for the right correct posts for the right agent posts to to work the customer, agent at at the work the whether it’s the right the right it’s email, right time right issues email, phone, time.. Based issues in in the phone, chat, Based on the right chat, social on keywords, right way social networks, keywords, classifiers, way.. Agents networks, or or a a community classifiers, and Agents have and specified options to to switch community.. specified switch have options customer, whether 3

4. 1 Steps to Configure Social Customer Service in detail….

5. “ • Make sure that you should use either a trial version or a subscribed version of the salesforce org. The developer account does not support it. From Service Setup, enter Social Customer Service in the Quick Find box, then select Social Customer Service Click on the edit button and Enable Social Customer Service. Click on the Save button to save the changes you made. Click on Activate Social Customer Service Starter Pack. • • • • 5

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7. “ • Select to enable agreement to the social studio term of services. Click confirm. • 7

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9. “ ⬢ Add Social accounts to Social Customer Services • Click on the Social Accounts tab. • Click on the drop-down menu of Add Account. 9

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11. “ • You will get only two account options one is twitter and another is Facebook since we are on trial. Click on the Authorize app button. • 11

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13. “ • You will see the success message of account addition. Click on the Start button to activate the account. • 13

14. “ • You can see that account is activated successfully. 14

15. “ • Click on the inbound setting tab, in this case, all are default as it is because we are using trial packs so leave as it is. It helps to select how social media communication is handled within your Salesforce organization. If the starter pack is being used, then you can’t change the Apex class. Apex class here if used then it is used to control how the inbound content is efficiently processed in your organization and effectively routed to specific users. If the default Apex class is being used, then you can select inbound business rules to determine how incoming social data is handled. • 15

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17. “ • Click on Error log, if any error comes then it will be logged in here. 17

18. “ • Click on profile and enable Salesforce Social customer Services. 18

19. “ • Now you can see the details of the case that has been generated from twitter. 19

20. “ Conclusion ⬢ It helps service representatives to carefully listen and respond to customers across a variety of social platforms, including Twitter, Facebook, and other social networks. By integrating the power of Service Cloud with Salesforce Social Studio, social customer care requests are escalated directly to your social service team. It allows representatives to have a better, constant, and accurate track of customer inquiries relevant to their genre of business and can also go through the entire social activity and also provide better support to customers. If you are facing any problem, feel free to call us. Our highly qualified Salesforce Consultants will Help you out! ⬢ 20

21. THANKS! Any questions? You can find me at: ⬢ @awsqualit ⬢ sales@awsquality.co Any questions? You can find me at: @awsquality y sales@awsquality.com m 21