Features
This unified console allows agents to handle cases from multiple channels in one place
Omni-Channel
This key metric reflects how happy customers are with the service they receive
CSAT
What KPI ensures agents meet these agreed-upon timeframes?
Service Level Agreements (SLAs
How does customer service, enabled by Service Cloud, impact the company's reputation?
Enhances brand image and builds trust.
What does J in JABS stand for
Joint Plan
Name two ways a customer can submit a case and it automatically becomes a Case in Service Cloud.
Web to Case; Email to Case
What type of reports would a VP of customer service like to see?
CSAT, case resolution time, number of cases, case channel
How does the customer service manager get value from omni supervisor
manage case load, understand agent capacity.
what is a financial benefit of service cloud from a c-suite perspective
Reduced service costs
Difference between Generative AI and Agentic AI
generative AI focuses on creating new content like text or images, while agentic AI emphasizes autonomous decision-making and action-taking with minimal human intervention
The process of bringing in additional expertise or support to resolve complex or urgent Cases
Escalate; Case Swarming
What value would a VP get from agentforce?
24/7 customer support, lower case volume, happier customers
Why might a CS manager be interested in agentforce
Need 24/7 coverage, lots of routine cases, low headcount, save reps time
How can Agentforce contribute to a positive return on investment (ROI) for the company from the C-suite's perspective?
Driving revenue through better customer interactions, spending less on headcount
2 reasons to upgrade from PE to EE
Integration, automation, add ons, foundations
A visual indicator within a Case that helps track progress against agreed-upon service timelines
Milestones
Reducing this metric is a key goal for VPs to improve customer retention
Churn Rate
Name one way Service Cloud helps managers onboard and empower new agents.
Knowledge base access
Name two strategic goals the C-suite can achieve with Service Cloud
Increased customer loyalty, competitive advantage, data-driven decision-making, revenue growth through positive experiences.
What are the 5 attributes of an agent?
role, knowledge/data, actions, guardrails, channel
A real-time dashboard that provides supervisors with visibility into agent workload, queue status, and overall team performance across channels
Omni Supervisor
What is the strategic value of Service Cloud for a VP beyond just resolving customer issues?
Building customer loyalty, driving revenue through positive experiences, gaining competitive advantage
What type of reports would a Service Manager use to monitor team performance?
Agent Productivity Reports, Case Resolution Time Reports, Queue Monitoring Dashboards.
THROWBACK QUESTION: What is the Einstein trust layer?
secure architecture ensuring company data isn't used to train external LLMs for responsible and controlled use of generative AI
What is the Einstein Trust Layer
secure architecture ensuring company data isn't used to train external LLMs for responsible and controlled use of generative AI