As an administrator of Zimbra Connect for Salesforce.com, you can configure the business rules for the integration between your community and Salesforce to ensure that your provide the right level of proactive customer service to your audience.
All interactions between any customer service agent and people seeking answers in the community will come through a single persona within the community. The user was created during the installation process for Zimbra Connect for Salesforce, so if you did not perform the installation, check with the person who did to find out the username and password. We recommend that you give this persona more personality by modifying its profile.
You may consider including all or some of the following:
(In a future version of Zimbra Connect for Salesforce, each of your customer support agents will be enabled to use their established community profiles. All communication between each support agent and customers, prospects and partners needing help will be from their profiles.)
Profile synchronization enables your organization to know more about each community participant.
You can configure any number of profile fields to synchronize between Zimbra Community and Salesforce and choose the direction of synchronization. Refer to our product documentation for Zimbra Community for instructions to create new profile fields in Zimbra Community.
Once you have a successful connection between Zimbra Community and Salesforce, you can access the Profile Sync tab within the Zimbra Connect for Salesforce plugin within Zimbra Community.
As a community administrator, you have control over who can escalate a question or discussion within the community to a case in Salesforce. You can enable either manually or automatically escalate, or both, as appropriate.
Within a forum where you want certain community groups to have the option of manually escalating a question or discussion to a Salesforce case, you must include the Salesforce - Promote Thread widget. This widget is typically placed at the top of the right sidebar immediately next to the forum thread. By default, anyone who meets one of these three criteria will be able to manually escalate a question:
If you want to alter this default behavior, you can modify the Salesforce - Promote Thread widget within Zimbra's Widget Studio. If you do not want to provide manual escalation capabilities, you simply need to remove the Salesforce - Promote Thread widget from the forum thread detail pages throughout the site (or remove the widget entirely via the Widget Studio).
You have many options as you consider whom you want to provide automatic proactive support for when their questions and discussions go unanswered within the community. You will likely want to be selective as to which customers, prospects, and partners receive this support and how responsive you are based on their value to your organization.
Most typically, there are two areas of a community:
Within the public forums, you likely only want a portion of the participants to receive proactive agent-escalated community support. Within a private micro-community, you may want to be more aggressive with escalation options because of the smaller audience and the dedicated collaboration space you have created for this set of people.
Zimbra Connect for Salesforce provides you several configuration options to set as appropriate. These options are contained in template tabs of the Zimbra Connect for Salesforce.com plugin configuration (Control Panel > System Administration > Site Administration > Site Configuration > Manage Plugins).
There are two templates: one for group escalation criteria and one for user escalation criteria.
You can configure business rules for specific groups and users for which you want to automatically escalate unanswered questions and discussions without at least one reply. For each, we provide specific criteria that you can leave as the values set within the template so that they all change when the template is changed, or you can set custom settings for an individual group or user.
Specific User Criteria
User Configuration tab with a specific user selected by clicking Configure next to his/her username
To add or change any business rules for escalation for groups:
To add or change any business rules for escalation for users:
To edit a group's escalation criteria:
To edit a user's escalation criteria:
To remove a business rule for escalation for a specific group:
To remove a business rule for escalation for a specific user:
Depending on how you configure the escalation business rules, some rules may overlap. If rules do overlap, the more aggressive rule will take precedence. We have included some examples to help you decide how best to configure.
Configure the group template with the following values:
Add each of the closed network groups under the Group Configuration tab, using the Add Group text box, specifying the corresponding Salesforce account number for each. You may want to change:
Add the support group under the Group Configuration tab, using the Add Group text box. Set the following values:
As an administrator, you can modify the user experience to fit the needs of your community or delegate this responsibility to the group owners or other personnel as appropriate. Zimbra Connect for Salesforce is delivered with five widgets that can be managed from the Zimbra Widget Studio in the Control Panel, all with the "Salesforce" preview (so you can easily search for them):
The Salesforce - Case Comments widget, captioned "Private comments," lets users exchange private information with customer support agents.
Customer support agents have the ability to view or delete the asker's comments in this widget and to delete their own private comments. Askers can delete their own private comments, but not comments by support personnel.
When you install Zimbra Connect for Salesforce.com, the Salesforce - Case Comments widget is automatically added to every forum thread page so that if that thread is escalated to a case, the private comments between the asker and the customer support agent are visible to the asker. This enables private communication between the person who asked the question in the community and the customer support agent assigned to the escalated case.The widget includes automatic view collapse for multiple private comments, showing only the most recent comment with the ability to expand for viewing all private comments.
When you configure this widget (by entering Edit Page mode on the page where the widget lives and clicking the pencil icon in the upper-right corner of the widget), you have the option of choosing either the full view or the simple view.Full view - Shows the poster, date and time, full comment, links to see all comments, and a link to delete the displayed comment.
Simple view - Shows only the poster and a link to see all comments.
The Salesforce - Case Details widget, captioned "Case details," helps users keep up with case information such as case number, status, severity, creation date, and assigned customer support personnel. You can configure the widget to show any details that make sense for your community.
By default, the following people can see the case details for an escalated forum:
When you install Zimbra Connect for Salesforce.com, the Case Detail widget is automatically added to every forum thread page so that if that thread is escalated to a case, the details of the case can be displayed.
When you configure this widget, either by entering Edit Page mode for the forum thread page and clicking the widget's pencil icon, you can modify the case fields within Salesforce that are displayed in the Case Details widget:
You can also modify who has access to see this by editing the widget in the Zimbra Widget Studio.
The Salesforce - Case List widget, captioned "Salesforce cases," lets users and customer support agents view a summary of cases and to sort them by case number, priority, status, creation date, owner (customer support agent), and subject or any custom field you want to include.
Each community participant who is also a Salesforce contact can view the cases that he/she has initiated, regardless of where or how they initiated the case (such as via forum thread escalation, direct email to support, by phone, etc.). By default, we have included the Salesforce - Case List widget on the User Profile page below the user's activity stream.
When you install this widget by entering Edit Page mode, dragging the widget to the desired location, and then configure it by clicking the pencil icon, you can modify the Salesforce case fields that are displayed in the widget.
The Salesforce - Promote Thread widget, captioned "Open support case," enables someone to manually escalate a forum question or thread to the support team's attention. By default, this widget is visible to anyone who has a valid email address in Salesforce, but it can be limited to only those with specific access in the Zimbra Widget Studio.
You can install this widget by entering Edit Page mode on the forum thread page and dragging it to the desired location. You cannot configure this widget in the UI.
The Salesforce - Links widget, captioned "Options," gives both users and customer support personnel access to their cases in Salesforce. Support personnel see the "View my cases" link.
You can install this widget by entering Edit Page mode and on the user profile page and dragging the widget to the desired location. You cannot change any of the links provided by the widget in the user interface.
The way these widgets work can be further modified and customized for your environment using the Zimbra Widget Studio. Note that you must have developer-level knowledge, in most cases, to make changes. To edit any of the widgets:
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