With a growing business, service support executives find difficulties in closing support cases faster. They have a big list of support cases which is pending resolution. They need some productivity tools that can help in resolving cases faster. This post will provide detail of all service console productivity tools.
Before we see what are productivity tools, let us check what issues the support team is facing.
- Support Executive has to perform multiple clicks for performing task
- Repetitive task for cases to close.
- Navigating to records for specific cases is difficult
- Using External tools like excel sheets, and docs to store response text, email responses or other phrases
Above mentioned issues are faced by all Salesforce Org users. To resolve such issues we can use the below tools to enhance productivity tools
Quick text
A quick text message is a predefined message, such as a greeting, note, phrase, or response to a common question. Users can include quick text in emails, chats, and other places. Users insert quick text by clicking a button or using a keyboard shortcut. Check out our post Enable Standardization with Quick Text in Salesforce for more detail.
Macros
A macro is a set of instructions that instructs the system on how to carry out a task. Users can use macros to perform repetitive tasks such as selecting an email template, sending an email to a customer, and updating the case status with a single click. When a user invokes a macro, the system executes each instruction on the currently open record. Macros are launched from the app’s utility bar.
History
Users can view their recently visited records using the History utility. Users can see their subtabs in relation to the workspace tabs they’ve visited and copy links without having to open the record. The history can be accessed via the app’s utility bar.
Mass quick actions
Users can edit up to 100 records from any list view, except recently viewed lists, using mass quick actions. Users can only use mass quick actions to create and update records.
Split view
Users can use the split view to open list views while still viewing record details. Split view appears in a collapsible column, allowing users to return to viewing only the record with a single click.
Email templates
An email template is a predefined email. Depending on how we utilize it, users can change the email before sending it, or it can be sent automatically as-is. Merge fields allow us to automate information on emails.
Predefined field values for Quick Actions
Predefined field values allow us to prepopulate a quick action with preset field values. For example, under the Email action, we may automatically include Cc and Bcc recipients, create an email template, or guarantee that emails are connected with Salesforce data.
Keyboard shortcuts
Keyboard shortcuts allow users to work and browse more quickly without using a mouse. Shortcuts can be used to access and close utilities (such as Macros and History), modify and save data, and more.
Summary
Service Console Productivity tools can help users resolve cases very fast it will help in a growing business as it will reduce time to resolve cases.
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