Providing a warm welcome to your employees can help them not only feel needed but allow them to work faster, better, and efficiently. If you are using Salesforce Service Cloud, then you already know that it takes a while to get used to the system. Which is why we are here. We want to provide you with a template of sorts that you can use to start developing your very own Salesforce onboarding process practices. Think of it as a blueprint.
You’ve come to the right place, worry not. We’ll cover all there is to get your work started, as well as show you how you can connect your Gmail or Outlook account to the tool. We will also cover the many advantages of the Salesforce Service Cloud. As usual, there’s a ton to talk about so let’s not waste time and dive into the process.
Advantages of Salesforce Service Cloud
As we mentioned in the intro, we want to talk about Salesforce Service Cloud and the advantages this tool brings to the table. But before we can talk about the benefits, let’s briefly talk about the tool itself. So, the Salesforce platform is a dedicated service desk tool that companies use to enhance internal and external support operations.
Salesforce allows its users which are small business owners, enterprises, and medium-sized companies to deliver service, anytime, anywhere, and of high quality. The system is backed by skilled software engineers and is part of the Salesforce Customer 360 program. When using the tool, you can expect the following list of advantages:
- AI-powered automation of services
- Self-service portals
- Both internal and external knowledge bases
- Accurate customer analytics
- A vast list of native integrations
- AI communication systems (tone detection, facial recognition)
This is but a fraction of what you can get from the tool. The higher the plan tier you have, the more benefits you can expect. If you are unsure about the pricing options the tool is being offered, we suggest that you visit the official pricing page. Overall, the system is worth it and you would be doing yourself a disservice (or rather your business) if you opt to stick to emails.
How to Connect Gmail or Outlook to a Salesforce Account
If you are using the system for the first time, you might want to connect your current business email to unify your operations. After all, it will allow you to streamline work since you’ll be dealing with one solution, as well as it will allow you to work on a scale. You will also eliminate the need to update records and can use the pre-baked templates directly from Salesforce. In short, it is worth it and here’s how to do it:
Everything these days either comes as an app or as a button that’ll guide you through the process. In Outlook's case, we have the latter but you must first perform a few pre-requisite things.
The Outlook integration runs as a Microsoft Office add-in that allows MS servers to communicate with Salesforce. You must install this add-in to enable WPS endpoints. You will also need to set up the firewall in a way that would let incoming EWS calls from Salesforce IP pass through to MS Outlook.
If you have no idea what any of the above is, then we suggest that you consult your IT department. Once these requirements are met, please perform the following:
- Go to Salesforce Setup and find the Quick Find field. Type in “Outlook”, and select from the list of results “Outlook Integration and Sync”.
- Allow users to access Salesforce data from MS Outlook.
- Finish the onscreen prompts.
Now the integration tool works no differently in Gmail. It allows you to do all of the same features and even has platform-specific settings. To take full advantage of the tool, you don’t have to go through the same hoops and hops as you did with Outlook. However, you must have “Enhanced Email” enabled. Once done, proceed to do the following:
- Go to Salesforce Setup and find the Quick Find field. Type in “Gmail”, and select from the list of results “Gmail Integration and Sync”.
- Allow users to access Salesforce data from Gmail.
- To allow your agents to relate emails to relevant Salesforce records, enable Enhanced Email with Gmail.
Keep in mind, for this integration to work, all of your agents must install the Chrome extension which you can only get in the Chrome Web Store. Additionally, if you want your users to enter their accounts each time they log off (security reasons), make sure that you disable the “Keep Gmail and Salesforce Connected” in the Gmail integration setup in Salesforce.
Whether you sell burritos on the scale or serve solar panels locally, the entire configuration process for Service Cloud is pretty identical. We won’t cover every nook and cranny of the tool but rather focus on key setups. Here’s a small list of functions you absolutely must set up to reduce the workload of your employees:
Streamline case management
Automation will help you work promptly and when it comes to timelines, customers don’t like to waste time. Thus, we suggest that you first, route customer requests (comments, questions, and feedback) to the proper staff, this is your support line. Over time, you will also want to analyze service metrics to identify tendencies to make even more accurate routings.
Setup multiple channels
After you are done configuring your incident management automation. It is time you set up your communication suite. Learn your customers’ favorite communication channels and make sure you provide options (phones, emails, websites, and social media) in case one of them goes down. Unify and sync all the channels to a console or dashboard so that your staff can assess issues faster.
The more time you spend talking with your customers, the more you will know about them. Use the accumulated information to create an internal knowledge base. This base will be your best asset for newcomers as it will help them quickly find relevant information on how to avoid common pitfalls in service.
Empower Staff with AI
Just ten years ago, AI was nothing more than a fancy buzzword for marketers. Today, however, it is a powerful instrument that you can use to deploy bots, predict incidents, and even answer common email. Make the most out of the tool.
Set Up SLAs
Having properly established service-level agreements will allow you to set up realistic expectations for your customers. It will help your new employees learn what kind of service your company aims to deliver and know where the benchmark is. Your staff won’t overdo it and your customers won’t notice the difference.
Macro and Quick Access
Salesforce Service Cloud comes packed with a myriad of macro and quick access toggles. The only entry barrier you have to overcome to use them is configuration. Set up as many helpful toggles as possible so that your employees spend less time searching and more time providing actual support.
Having pre-baked reports will allow you to save time and learn about case data such as comments, emails, times, more effectively. This will also allow your agents to make fewer data errors when creating reports for themselves as all they have to do is fill out the fields.
There’s more we can set up but these are the essentials. Having them enabled will allow you to free up a lot of time and human resources. It will also make information more accurate and changes more immediate.
In this section, we usually outline a couple of different resources that you can use to learn more about the platform. We usually stick to just three to five sources to avoid overwhelming you with information and try to explain why you should give the source a read. Anyways, here are the articles themselves:
- Improving the Customer Experience with Service Cloud — Provided by the vendor, this piece will prove to be a godsend for those of you who are already familiar with the basics of the systems. It provides a comprehensive list of practical pieces of advice that you can use as-is.
- Salesforce or Jira? — A Service Desk Showdown — This article, written by yours truly, covers the many differences between Jira and Salesforce Service Cloud. The intention of the article is to help you decide which system to go with, as well as to educate you on the core strengths of each solution.
- What is Service Cloud in Salesforce | Overview 2020 — And the last article is also from us. It provides a detailed, most recent look at the tool to help you learn about the tools many services, as well as a good look at the pricing offerings.
- Salesforce Service Cloud — And the last one is another Salesforce Service Cloud review. The reason why we wanted to include this one is that it offers insights on things we didn’t cover extensively, as well as provides a unique look that you shouldn’t miss on.
How to Migrate from Gmail and Outlook to Salesforce Service Cloud
Presumably that you already decided that Salesforce is the vendor you need, you probably are scratching your head as to how you can migrate from your Gmail or Outlook account to the system. The answer is quite simple if you are willing to spend a little. Yes, we have a tool that will allow you to move all your stuff to Salesforce Service Cloud in a fast and accurate manner. Here’s how it works:
- Go to the Migration Page.
- Once there, select the source and the target platforms (in our case that would be Outlook or Gmail and Salesforce Service Cloud).
- Press click on the Next button.
- The tool will take you to a credentials page. This is where you will have to provide access details to both platforms (email and your Salesforce Service Cloud) accounts.
- This will take you to a screen where you will be asked to map data you’d like to move from your email.
- Once done, the system will ask you to perform a demo migration (this is necessary to verify whether your records can be migrated).
- Once all the data is verified, you can review everything and commit to Full Data Migration.
Seems simple, isn’t it? Data migration with our wizard is a breeze but the best part is the pricing. You see, you only have to pay for the records moved. If you are moving from an email platform, the amount of data is the reason. Why waste time when you can move all your records in just a day and start working in your new system.
If you're looking for a detailed Salesforce data migration checklist - feel free to check out this article.
And there you have it - Salesforce onboarding process. Onboarding can be a long and painful process for new employees. This is especially relevant if you are working in a fast and ever-changing industry. Onboarding strategies help companies and employees to work faster and better. Onboarding processes help new employees combat the barriers relatively painlessly. However, setting up a solution takes time and effort, which was the reason why we started this article in the first place.
If you feel like we helped you get started, then we are immensely happy to hear it. And if you feel like you need a helping hand for your migration efforts, then we are there where you need us. To contact us, just hit the chat button and our experts will get back to you in a matter of seconds. But in the meantime, thanks for joining us and we’ll see you next time.
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