As a member of the support team for your organization, you spend the majority of your time at work with Salesforce, providing answers to customers who have questions about your products and/or services. Zimbra Connect for Salesforce enables you to provide proactive support to your customers, prospects, and partners who have sought out your company's online community for level 0 support.
Crowdsourcing answers to common support questions is a great way to accelerate issue resolution, minimize case volume, and reduce overall customer service costs. However, while achieving these goals, you still want to provide a high level of service and achieve customer satisfaction.
With Zimbra Community and Zimbra Connect for Salesforce, you get the best of both worlds: Drive customers to use forums first to find answers, then allow them to conveniently initiate cases when appropriate. Cases entered in the context of this process are likely to be better articulated and therefore get resolved more quickly. Agents are empowered with a full view into customer history and can also interact directly from their familiar Salesforce environment.
When a question is escalated to a case, you are able to see all interaction that has occurred within the community on the question so that you can become familiar with the full context of the question.
To view your cases in Salesforce, navigate to Salesforce > Cases > Cases Home. This page makes available two kinds of case listings:
The Recent cases "Recently viewed" list (selected in the Recent Cases drop-down) displays the last 10 or 25 cases you viewed.
The Recent cases "My open" list (selected in the Recent Cases drop-down) displays the last 25 cases assigned to you, starting with the oldest case first.
The Salesforce Reports list gives you options to display:
For more information about using these reports, please see the Salesforce Help information.
Use the Zimbra Community Salesforce - Links widget (called "Options") View my cases link to display your Salesforce case list.
In Zimbra Community, you can view your case history in the Case List widget (called "Salesforce cases"), which would typically be displayed on your profile page.
You can sort this list by case number, priority, status, creation date, owner (support agent), and subject.
Whenever a case receives a suggested answer - in Zimbra Community, or by the customer service agent in Salesforce - the suggested answer is listed in both the Zimbra Community thread and the Salesforce case.
From your Salesforce Cases Home > Recent Cases section, click on a case number. The Case Detail screen appears. An example case is shown below.
To view the Zimbra Community related thread, click the Zimbra Forum Thread URL link (as circled above). The forum thread will appear in another browser tab.
Salesforce lists suggested answers that are provided by you (the support agent) or by another community member.
If the case has one or more suggested answers from the forum, you'll see these marked in the Related Forum Thread area of the Salesforce case "Is suggested answer" column.
To suggest an answer yourself, select the Suggested answer check box in the Related Forum Thread area and type your response, then click Reply. After you do so, your answer will be listed in the Related Forum Thread area indicating that you are the author of the reply and that you've suggested an answer. A record of your response will also be listed in the Case History section of the case. (Your suggested answer will appear on the Zimbra Community forum thread.)
To view a question's suggested answers on the forum, simply click the Zimbra Forum Thread URL link.
Respond to the forum thread in Zimbra Community and select the "Suggested answer" check box before clicking Reply. (Your answer will be displayed and recorded in Salesforce as well.)
To ask additional questions or provide intermediate troubleshooting tactics that you think might benefit other community members, you can post a reply to the public forum directly from the Salesforce case record or on the Zimbra Community forum.
When you create a new case comment, any comments designated as "Public" are visible within the community. Any comments present in a clearly marked private area at the bottom of the forum thread are visible only to the asker or other designated parties. The asker can reply to your comments, which will appear as new comments in Case Comments.
If you need to gather sensitive or private information from the person who asked the question within the community, you can use the standard Salesforce capabilities of Send An Email within the Activity History section of the case record, or create a new Case Comment.
Private messages from the asker are visible in the case page Private Forum Comments area.
Private messages to you are visible to you, the asker, and other designated parties in the Zimbra Community forum thread (but not publicly to the rest of the community).
You can utilize the Reply function in the Private Forum Comments case area to send the asker a message. (However, this option does not allow you to send an attachment.)
Alternatively, you can use the Send an email link in the Activity History section of the case to send the asker a private email message. This link opens a Salesforce email screen and gives you the option to send an attachment.
You can send the asker a private communication in Zimbra Community using the Case Comments widget ("Private messages").
This option allows you to send an attachment via email outside of Salesforce. The email will use your local email client, and will prepopulate the address field with the address on file. When received, this message will contain the case number in its subject line.
When you have determined the answer to an issue that a customer, prospect, or partner raised, reply with a suggested answer either from Salesforce or the Zimbra Community thread.
Whichever way you supply the suggested answer, you must close the case after the asker accepts the answer. To do this, click Close case on the case detail page.
After you make the appropriate comments and save the case on the Close screen, the case detail will show the status as "Closed."
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