Chatter
A communication platform for associates to quickly connect with subject matter experts.
What is Salesforce Chatter?
A “Wiki” based information site for Contact Center processes. This platform houses documentation for how to handle every Contact Center interaction in conjunction with Lowe’s procedures for excellent customer engagement.
What is Salesforce Knowledge?
A CRM (Customer Resource Management) application that provides the necessary tools for associates to manage every customer interaction.
What is Salesforce Customer?
These should be professional and relevant to the business with correct grammar and spelling.
What are conversations within Chatter?
This is used to follow changes made to an article.
What is the Follow button?
The preferred browser for Salesforce.
What is Google Chrome?
These are managed by the Customer Success Team and include timely and important updates to processes, company news, and initiatives.
What are Contact Center Announcements?
A way to mark/save your frequently used Knowledge articles.
What is clicking the 'Favorites' star button?
You should check these daily and assign to your project coordinators. You will create one every time you handle a contact.
What are cases?
The only Chatter groups that KSP monitors for posted questions.
What are Customer Care & Store Support Inquiries and Repair Services Inquiries?
The minimum number of characters, numbers, or letters to complete an article search request.
What is 2?
Once this exists, you can edit information and add case information.
What is an account?
Do this to easily locate a question if you navigate away from Chatter.
What is bookmark?
This ensures you are accessing the most current version of an article if it is already open in your tabs.
What is refreshing your browser?
This includes noting customer's record, incident (if applicable), and creation of activity disposition.
What is documentation/notes?