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Entitlement Management for Lightning Experience

Introduction

Entitlements in Salesforce enable agents to instantly find out whether the customers are eligible for support, match customers with the appropriate level of service, and manage customer service costs more effectively. So, by creating service timelines for cases, now agents and managers can easily track the progress against service milestones to make sure service level agreements are being met. All of these benefits together result to quick issue resolution, reduced service cost, and most importantly happy customers.

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Benefits of Salesforce Entitlements

Saves time for agents

 Automates routine tasks
 Defines support process
 Offers better customer service
Steps to Set up Entitlements
 Enable entitlement management.
 Set field-level security for the Entitlement Name field on cases so you can view and edit it.
 Add the Entitlement Templates related list to the product page layout.
 Add the Entitlements related list to the account and asset page layouts.
 Create an Entitlement

Using Entitlement Templates

 Create an entitlement template.
 Create the solar panel product.

Apply the entitlement template to the product.

Create an asset record for DreamHouse Realty.

Create a Milestone

Create an Entitlement Process

Add a Milestone to an Entitlement Process

Add a Milestone Action

Activate the Entitlement Proces
Apply the Entitlement Process to an Entitlement

Create a Case Trigger for Entitlements

Flow Diagram

Steps to Set up Case Escalation and Entitlements

Create a New User Using Setup Flow

Configure Case Status Picklist Values

Create Processes

Values and type

Create Record Types

Create a Case to Test Your Support Processes
Create Case Queues

Create a Case Assignment Rule

Rename the Automated Case User to System

Test the Case Assignment Rule

Create a standard case escalation rule

Create Escalation Action

Test the Escalation Rule
Create a Process with Process Builder

Test the Process

Enabling entitlements and selecting the items to return in the entitlements- related fields on cases.

Add Tabs to the Service App

Modify Page Layouts to Include Entitlements

Modify the page layout of accounts and contacts to display the entitlement related list.
Add the Entitlement Name, Entitlement Process Start Time, Entitlement Process End Time, and Case Milestones to case page layouts. Set Field-Level Security

Create an Entitlement

Create a Case Using Entitlements

Create a Milestone for Your Entitlement Process

Create an Entitlement Process
An entitlement process provides a timeline for support agents giving the steps that need to be completed in order to resolve a case. Create a platinum support process as a guideline for agents to use when managing cases for accounts or contacts that qualify for platinum support.

Create a Milestone for Your Entitlement Process
Create an Entitlement Process An entitlement process provides a timeline for support agents giving the steps that need to be completed in order to resolve a case. Create a platinum support process as a guideline for agents to use when managing cases for accounts or contacts that qualify for platinum support.
Create a Warning Action and Email Alert Set up an automated email that will alert support agents of upcoming milestones to make sure they meet the milestone timelines. Start by creating a template.

Next, add a warning action for the First Response Milestone in the Platinum Support Entitlement Process.|
Finally, add a workflow action to email the case owner and customer support director 10 minutes before the first response is due.
Create a Service Contract
Start by creating a service contract for Edge Communications that lasts for a year.
Add an Entitlement to the Service Contract
Add a Platinum Phone Support entitlement to the service contract that uses the Standard Support entitlement process.
Log a Case to Test the Process
Log a product support case for Edge Communications.
View the entitlement fields on the case record.
Take a Look at the Milestone Tracker
The milestone tracker shows you how much time is remaining before hitting milestones within an Entitlement process. Take a look!

Omni-Channel for Lightning Experience

Introduction

Omni-Channel is a Customer Service and Console based Salesforce feature that helps automatic routing of different kinds of work items (such as Leads and Cases) to agents. Omni Channel routes all the work items to the agents automatically based on the agent’s capacity, priority, skillset, and etc. Here, no custom development is required, but everything is handled through configuration. The end result is now agents can assist their customers more efficiently, leading to improved operational efficiency.

Type of Routing	How It Works	Best Use Case
Queue-based routing	You assign agents to queues, which typically represent a single skill. Omni-Channel assigns work items to a queue and then pushes work items to an agent who is a member of that queue. Works natively in Salesforce.	Best for smaller organizations that support a limited number of products.
Skills-based routing	You assign skills to agents and required skills to work item types. Omni-Channel matches work items to agents who possess all the required skills. Works natively in Salesforce.	Best for larger organizations that: Have many agents that support many products. Support product that require complex skill set. Support customer in many contries or accross multiple language.
External routing	A third party routing implementation of your choice routes work items through Omni-Channel to agents via the salesforce services console. A developer uses APIs to integrate the partner routing application with salesforce.	Best for orgnization that want to route work to the dalesforce services console while keeping the routing implementation that the orgnization currently uses.

Flow Diagram

Steps to Set up Omni Channel

Set Up Queue-Based Routing

1. From Setup, enter Omni-Channel Settings in the Quick Find box, then select Omni-Channel Settings.
2. Select Enable Omni-Channel.
3. Click Save.
4. From the App Launcher ( ), find and select Service Console.
5. Click the gear icon in the upper right corner ( ).
6. Click Service Setup.
7. In Recommended Setup, click View All.
8. Scroll to select Omni-Channel Setup, or you can enter Omni-Channel in the Quick Find box.
9. Click Start.
10. Create a queue.
a. For Queue Name, enter High-Priority Cases
b. For Name These Agents, enter a name for the permission set. Add agents to the queue. You can click the + sign next to an agent’s name, or search for the agent. Be sure to add your name to the list of agents in the queue.
11. Click Next.

12. If you don’t have an existing routing configuration set up, the “Prioritize work for your agents” screen appears. To create a routing configuration for the queue, set the priority to 1 and click Next. The priority determines which work records are assigned to agents and in which order. For example, enter 1 for this routing configuration to have the highest priority. When you set up the first queue, Salesforce automatically assigns it a priority of 1 because it’s the only queue. You can change this priority as you add more queues.
13. Adjust your agents’ workload.
a. In Work Item Size, set the amount of an agent’s capacity that one work item consumes.
b. In Agent Capacity, set the agent’s total capacity.
14. Click Next.
15. Click Finish.

Set Up Skills-Based Routing

Identify Which Skills Agents Need To set up skills-based routing, you need a list of the skills that agents must have to resolve different work items.
1. From Service Setup, enter Omni-Channel in the Quick Find box, then select Omni-Channel Settings.
2. Select Enable Skills-Based and Direct-to-Agent Routing, then click Save.
3. To create the Service Resource Layout, enable Field Service.
a. From Setup, enter Field Service Settings in the Quick Find box, then select Field Service Settings.
b. Enable Field Service, and click Save.
4. Enter Omni-Channel in the Quick Find box, then select Skills.
5. Click New.
6. Enter a name for the skill.
7. Optionally, enter a description of the skill.
8. Skip the Assign Users and Assign Profiles sections. Instead, you add these skills in Service Resources in a minute.
9. Click Save

Create Service Resources for Agents

Service resources represent individual agents.
1. From the App Launcher, find and select Service Resources.
2. Click New.
3. For Name, enter the name of the agent.
4. Select the Active checkbox. A service resource must be active to receive work items.
5. For User, use the lookup icon to select the agent.
6. For Resource Type, select Agent.
7. Click Save.

Assign Skills to Agents

Assign skills to your agents to track their areas of experience and their level of proficiency for each skill. For an agent to receive work, the agent must be assigned every skill specified in the routing configuration, no matter the skill level.
1. From the App Launcher, find and select Service Resources.
2. Select the service resource that you just created.
3. From the Skills related list, click New.
4. Select a skill. You can optionally enter a skill level 1 (novice) – 10 (expert).
5. Enter a start date, and if needed, an end date. For example, if an agent must be recertified in a particular skill every 6 months, enter an end date that’s 6 months later than the start date.
6. Click Save.
The service resource’s skill now appears in their Skills related list.

Define Skills-Based Routing Rules

To route work by skills, define the mappings between work-item field values and skills. Create one skill mapping set for each object.
1. From Service Setup, enter Skills-Based Routing Rules in the Quick Find box, then select Skills-Based Routing Rules.
2. Click New Skill Mapping Set. 3. Provide a name and developer name for the mapping set and select the type of object to be routed. Then click Next.
4. Select the fields to use for routing your cases. Then click Next.
5. For each field, select the field value and corresponding skill.
You can also specify a skill level and set skills to additional. For additional skills, you can specify the order in which skills are dropped if after the specified timeout no agent with that skill is available.
6. When you have mapped field values to skills for each field, click Done.

Enable Skills-Based Routing Rules from the Routing Configuration

The routing configuration that is used by the queue through which the work item is routed must be enabled to use skills-based routing rules.
1. Locate the routing configuration associated with the queue.
A. From Setup, enter Queues in the Quick Find box, then select Queues.
B. Edit the queue and locate the routing configuration name in the Configuration with Omni-Channel Routing section.
2. From Setup, enter Routing in the Quick Find box, then select Routing Configurations.
3. Edit the routing configuration that is used by the queue through which the work item is routed.
4. Select Use with Skills-Based Routing Rules.
5. Select Save.

Link Your Routing Configuration to a Queue

1. From Setup, enter Users in the Quick Find box, then select Queues.
2. Click Edit next to High-Priority Cases.
3. Under Supported Objects, select Case in the Available Objects, and click Add to move it to the Selected Objects.
4. Under Queue Members, in Search, select Public Groups and select All Internal Users in the Available Members list, then click Add to move it to Selected Users.
5. Under Queue Members, in Search, select Users, and add yourself to Selected Members too.
6. Click Save.

How to make that presence status available to you and your users.

1. From Setup, enter Users in the Quick Find box, then select Profiles.
2. Click the name of the profile you want to enable Omni-Channel for. Maria starts with System Administrator. Don’t click Edit next to the profile name. If you do, you won’t see the correct page section where you can enable statuses.
3. Hover over Enabled Service Presence Status Access and click Edit.
4. Select Available - Case in the Available Service Presence Status, and click Add to move it to the Selected Service Presence Status.
5. Click Save.
6. Repeat for any other profiles you want to use with Omni-Channel, for example, the Custom: Support Profile or the Standard User profile.

Add the Omni-Channel Widget to Service Console

1. From Setup, enter App Manager in the Quick Find box and select App Manager. The App Manager shows all apps, including the Service Console app.
2. Click the dropdown to the right of Service Console, and click Edit.
3. Select Utility Items.
4. Click Add Utility Item.
5. Select Omni-Channel and click Save.
6. Click Navigation Items.
7. Add Accounts, App Launcher, Cases, and Contacts as navigation items by selecting them and clicking the right arrow.
8. Click Save.
9. Select Navigation Rules.
10. Click Accounts, select Subtabs of and select Parent Account (Account) to make Cases and Contacts open as subtabs of the Account.
11. Click Save.
12. Select User Profiles.
13. Assign this app to profiles by moving Custom: Support Profile, Standard User, and System Administrator to Selected Profiles
14. Click Save.

Route a Case with Omni-Channel

1. From the App Launcher, find and select Service Console.
2. Click the navigation arrow and select Cases.
3. Click New.
4. Select the Priority High.
5. Select the Case Origin Web.
6. Enter the Subject: Website is down.
7. Enter any description you want. 8. Click Save.

Because you created the case, you’re already the case owner. Now let’s route it with Omni-Channel.
1. From the App Launcher, find and select Service Console.
2. From the console, click Omni-Channel in the console footer to open the Omni- Channel widget. Set your status to Available-Case.
3. Go to the Cases tab and change the list view to All Open Cases using the dropdown arrow next to Recently Viewed.
4. Select the checkbox next to the case you created and click Change Owner.
5. Select Queues from the down arrow, and use the lookup to select High-Priority Cases.
6. Click Submit.
7. You get a notification in the Omni-Channel widget.

Add Omni-Channel Supervisor to Your Service Console

1. From Setup, enter App Manager in the Quick Find box, then select App Manager.
2. Next to Service Console, click the down arrow then click Edit.
3. Click the Navigation Items vertical tab.
4. Search the Available Items for Omni Supervisor and add it to Selected Items.
5. Click Save.
6. Click Back.

1. Take a Tour of Omni-Channel Supervisor
2. Click the Omni Supervisor Tab
You’re on the Agents tab with the All Agents view open.
This is where supervisors and managers can get an overview of who’s online, what channels and queues everyone is assigned to, and how close to capacity everyone is.

3. Open the Omni-Channel Widget and Change Your Status to Available

Now you’re online as an agent, and you can see the time-based fields counting up by the second. That’s real-time data

As the supervisor, you can change an agent’s status on this view. You can also sort and filter by each field to quickly get information you need, such as how many agents are at capacity, or who’s able to take chats

4. Click Your Name to Open the Agent Detail View

You can see your recent statuses, from when you popped in and out of the console to test Omni-Channel. If you still have a case open, you can see it under Current Work.

5. Click Agent Timeline to See the Timeline View of Your Work

As an agent opens and closes their work, time-boxed work items appear here so you can see how long they’ve worked on each item and how their work overlaps. You can also see their status changes, so you can make sure they’re taking enough breaks during the day.
If you go back to the Agent Summary view, there’s a tab to see the Agents by Queue view. This view shows you how your queues are staffed.

6. Click the Queues Backlog Tab

Here supervisors can see all their Omni-Channel queues and get a quick look at how they’re doing. As work comes in, the longest and average wait times update to reflect the most accurate times.
If you followed along in the previous unit, you have at least one item in the queue. Click your queue to see the queue detail view. Here you can see all the work assigned to the queue and a ton of relevant information. Again, you can sort and filter the fields to find exactly what you’re looking for.

7. Click the Assigned Work Tab

This is your Work Summary view. You can see vital information like the average handle time by queue.

Click any queue to see the work detail view, where you can see all the work assigned to the queue, along with more details like which agent is assigned to the work, how long each item’s been open, and the active handle time (how long the work is open and in focus). Because it doesn’t need to be refreshed, you always have an accurate count.

Make Omni-Channel Reports
Real-time data means things change fast.
Create a report type for Omni-Channel.
1. From Setup, type Report Types in the Quick Find box, and click Report Types.
2. If you see the What is a Custom Report Type? page, click Continue.
3. Click New Custom Report Type.
4. Select Agent Work as the Primary Object.
5. Enter Omni-Channel Reports for the Report Type Label (the report type name auto-fills to Omni_Channel_Reports).
6. Enter the description: Report using Omni-Channel data.
7. Select Customer Support Reports for Store in Category.
8. Select Deployed.
9. Click Next.
10. We aren’t creating any object relationships, so click Save.

Make an Omni-Channel report.
1. From the App Launcher, find and select Reports.
2. Click New Report.
3. Click Customer Support Reports and select Omni-Channel Reports.
4. Click Continue.
5. Add columns to your report. If you want to see data from your time as an agent in the console, add Assign Date, Active Time, Handle Time, Speed To Answer, Decline Date, Decline Reason, and Last Modified By: Full Name.
6. Click Save.
7. Click next to the report name to edit it and change it to: Omni-Channel Work (the Report Unique Name auto-fills to Omni_Channel_Work).
8. Click Save, then Save, and Run.