5. Service and Experience Cloud 24. 10. Jiří Karpíšek Why Customer Care •80 percent of customers say the experience a company provides is just as important as its products and services. > A blue cloud with white text Description automatically generated Customer satisfaction impacting company revenue 1.American Customer Satisfaction Index (ACSI) and Stock Performance: •Study: The American Customer Satisfaction Index (ACSI) conducts ongoing research to measure customer satisfaction across various industries. They have found a strong correlation between customer satisfaction scores and stock performance of publicly traded companies. Companies with higher customer satisfaction tend to outperform their competitors in terms of stock price. •Impact: This study shows that companies that prioritize customer satisfaction often see a positive impact on their financial performance, as reflected in their stock prices. 2.Harvard Business Review (HBR) Study on Customer Loyalty: •Study: Harvard Business Review published a study titled "The Value of Customer Experience, Quantified," which analyzed data from various industries. The study found that increasing customer retention rates by just 5% can increase profits by 25% to 95%. •Impact: This study demonstrates the significant financial benefits of customer satisfaction and loyalty, as even small improvements in customer retention can lead to substantial revenue growth. 3.Temkin Group's ROI of Customer Experience Study: •Study: The Temkin Group conducted a study titled "ROI of Customer Experience," which analyzed the financial performance of companies based on their customer experience ratings. They found that companies with higher customer experience ratings consistently outperformed those with lower ratings in terms of revenue growth. •Impact: This study highlights the tangible link between customer experience, satisfaction, and revenue growth, emphasizing the financial benefits of investing in a positive customer experience. 4.ForeSee's Impact on Customer Satisfaction on Online Retail Revenue: •Study: ForeSee, a customer experience analytics firm, conducted a study that analyzed the impact of customer satisfaction on online retail revenue. They found that a one-point increase in customer satisfaction scores led to a 10-15% increase in online sales. •Impact: This study provides concrete evidence of the direct relationship between customer satisfaction and online retail revenue, demonstrating the financial consequences of enhancing customer satisfaction in e-commerce. 5.University of Michigan's Study on Customer Satisfaction and Earnings: •Study: Researchers at the University of Michigan conducted a study examining the impact of customer satisfaction on a firm's earnings. They found a positive correlation between customer satisfaction and earnings growth for companies in various industries. •Impact: This study underscores the connection between customer satisfaction and financial performance, emphasizing that satisfied customers are more likely to contribute to a company's revenue growth. • 1.CSAT -> stock performance 2.Csutomer Retention -> profit 3.CSAT -> revenue growth 4.CSAT -> online sales 5.CSAT -> revenue growth What is Service Cloud Case management KB, IKB Omnichannel Automatizace (apex, flow) Analytics – reporty, dashboardy, analytics studio, supervisor console Sales vs Service Customer Care shift to selling organization Service cloud Community Survey Support process, call skription, IKB Flow, trigger, Case management Specific objects •Case •KB •Account / Contact •Task / email / chat / … • ERD diagram Service Cloud Console •designed to reduce the processing time •can use different applications simultaneously • Salesforce macros Ve cviceni > A diagram of customer touchpoint Description automatically generated Omnichannel routing •Multiple channels •Skill vs queue based routing •Supervisor console AI revolution A screenshot of a video game Description automatically generated As AI capabilities shift, human role shift User manual Telefon / email Support (problem skalovani) KB – self service Chatbot / automatizace / AI search Autonomni AI Do budoucna AI autonomni agenti , ??? 19 stoleti GB, Luddité / luddismus – rozbijeli stroje (tkalcovske stavy), kvuli praci, ne kvuli ochrane prirody Delegat – dava ukoly a pracuje s vysledky Dirigent / strojvedouci – ridi orchestr a tvori umelecke dilo Manualni prace Predikce, best option … Generative AI pro support (KB, odpoved, kategorizace, case summary, chatbot, phone call review / training, …) Experience cloud > An animated device demonstrates how, with just a few clicks, you can update themes and appearances to cater to different audiences. What is Experience cloud Visual Force template •Visual Force •URL rewriter •Very flexible / legacy (replaced by lightning) •Easier localization public webpages Graphical user interface, application Description automatically generated A screenshot of a website Description automatically generated Avast support center Aura template Graphical user interface, application Description automatically generated •Experience builder •Lightning (Aura, LWC) •CMS •Audience / Personalization out of the box • Ccleaner Support center Lightning Web Runtime (LWR) •Experience builder •Lightning (Aura, LWC) •CMS •CDN / loading speed optimization •Content search, but limited to 20 locales only (used to be 10) •No standard Einstein bot component (yet) •Other limitations Graphical user interface, website Description automatically generated cviceni Magnifying glass and question mark Q&A Summary That’s all Thank you karpisekjiri@gmail.com Cviceni •User Management Settings •Enhanced Profile User Interface •Enhanced Permission Set Component Views •Service console •App manager, new lightning app •Generate logo, service setup •Utility bar – todo items, macros, history, notes, Omni-Channel utility •Available items – Account, contact, case, digital experience, macros, quick text, tasks, supervisor console •System admin •Quick text settings – share and organize •Quick text tab- default on •Omni Supervisor - default on •Service resourve - default on •Add picklist value Case reason – refund •Case Offer – currency 16,2, to profile, not on layout •Create case •Edit page •Upgrade dynamic forms and dynamic actions •Move sections and remove ribbon •Activate and assign as org default •New field section Refund, display only on refund •Create Contact and link to Case (multiple tabs, sub tabs) • •LWR community •Digital experience settings - Enable Digital Experiences •Create new B2C Commerce (LWR) •Omnichannel for chat •Create presence status online and add on profile (Service Presence Statuses Access) •Routing Configurations •Create new queue – Messaging session, add yourself •Chat settings – enable chat •Chat + service cloud user •Assign license PS Messaging for In-App and Web User •Embedded service •Builder settings enable guest access •Community builder – set homepage as public •Messaging Settings -> New messaging channel, add Routing time and queue •Activate channel on detail page •New embedded service deployment (domain community) •Publish on right top corner •Go to to community builder and add embedded messaging •Community settings activate community •Messaging session – edit page and replace conversation with enhanced conversation •Chatbot and transfer to live agent •Enable einstein bot •Create new standard bot from tempate •Remove leads •Create bot •https://help.salesforce.com/s/articleView?id=sf.bots_service_transfer_queue.htm&type=5 •Add to main menu Transfer to agent •Activate bot •Setup chat and run preview