==================Google Text File ======================
1.Dont forget to see "Welcome Mail" before starting anything.
2.Please copy the content from this document ASAP.As after few days the content
will be removed.
3.Daily class content u will get in this document only.
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=======27 May =========
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Today's Agenda: Chatter Collaboaration In Salesforce Projects -- Level 3
========== Today's Video ==========
https://youtu.be/7L-cQY8t2F8
==== Intelogik's Project Problems ====
Do part 2 from this document:
https://drive.google.com/file/d/1apLID3gMrL6SDpgaHG4yol2Wjhh10X6S/view?usp=sharing
AND
Intelogik's Project Problems ::
1.
Business wants you to provide a high confidential group,
where board of directors will plan company strategies. They dont want others to
even see group name and members. Provide the solution and verify from Tom, without
adding him.
Group name : Company Strategy
2.Transportation vendor is always facing issue of invoice and he is looking for
direct mode of communication with you. But the email system is not supportive for
him. Business wants you to provide a solution to communicate with vendor directly
on Salesforce platform.
Invite your vendor for the Salesforce chatter and start communication in faster
way.
(for this, you can arrage another email id, where u can send invitation to vendor)
==
Verify below considerations of chatter by implementing it :
3.When we sent post to chatter by email,
only email body comes, no subject.
(JQ:inform this limit to client and ask to use body)
4.In ANY chatter group, unregistered email never works.
Means, this must be registered in SF org with some user.
5.Any Salesforce user,
in the Org, can send message to Public chatter group, even though he is not a group
member.
6.The user who is not a member of Private group,
can not post message to it by using chatter group email, totally opposite to Public
group case.
========= Today's Notes ===========
What are features of Broadcasting Group ?
--This helps for controlled chatter communication
--Members can not post
--Members can only see posts, like, share and comment
--Members can share in Public group (NOT in private, Unlisted group) (IQ)
--We can make a Public, Private or Unlisted group into Broadcasting group
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=======26 May =========
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Today's Agenda: Chatter Collaboaration In Salesforce Projects -- Level 2
========== Today's Video ==========
https://youtu.be/ElmodHxnbiA
==== Intelogik's Project Problems ====
Do part 1 from this document (nothing else!!):
https://drive.google.com/file/d/1apLID3gMrL6SDpgaHG4yol2Wjhh10X6S/view?usp=sharing
========= Today's Notes ===========
Issues with Private group?
>>
1.Even non members can see photo of group
2.Even non members can see member details
3.Even non members can see description of group
4.Even non members can see name of the group
5.We can not share any post.
(business point of view : complete privacy is missing)
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=======25 May =========
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Today's Agenda: Chatter Collaboaration In Salesforce Projects -- Level 1
========== Today's Video ==========
https://youtu.be/gSdVExICh1k
========= Today's Notes ===========
Business Scope of this topic:
--Helps in communication between employees of a company who are using SF for the
business.
--Is secure, as it's within SF.
--Also follows security/access norms of SF.
(Example: Skype Vs Salesforce native feature)
--Can create group also for group-wise communication (we will see that very soon)
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=======24 May =========
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Today's Agenda: Case Escalation Rule In Salesforce Projects
========== Today's Video ==========
https://youtu.be/PycnPqOU7tM
========== Intelogik's Project Problem ==========
1.You have been hired by Dell which is using Salesforce's Service cloud (means,
Case, Solution objects)
Dell's support team is very strong, hence Lenovo made agreement with Dell, to
forward customer queries coming to Lenovo to Dell's strong support team. The
duration of each case can be max 2 hours. If issue not solved then Dell has to pay
penalty. So after 50% of total duration (means, after 1 hr), escalate the case to
senior.
2.Dell management asked you to escalate every case created in Salesforce, where
Subject has the word "Lenovo Case".And case reason is "Performance", to Tom after 1
hour.
Hint : Case Subject --- Contains --- "Lenovo Case"
AND
Case Reason -- Equals -- Performance
Create such escalation rule in Salesforce.
===
CREATING AS WELL AS DOING LOGIN INTO TOM :
How to create another user - Tom as well as login to Tom:
User creation topic (See from around 10 min) : https://youtu.be/SX81_jpn-Lg
(which we will learn LIVE in future)
Additional optional info:
1.dont focus/see anything else in that video -- we will learn those things later
2.Use "Salesforce" license only while creating user Tom, DONT USE "Salesforce
Platform".
3. If u want to login from main user to Tom, and see login option beside name of
Tom:
setup >> search "login access policies" >> check the checkbox "Administrators Can
Log in as Any User"
4. If u want after log out from Tom, stay in main user, not to get total log out,
then :
5. setup >> Session Settings >> uncheck "Force relogin after Login-As-User"
(whenever it is throwing error about duplicate data, just add any random unique
data. anything!!)
===
3.The calculation of time should not happen after 5 pm. Also not before 10 am.Also
counter should not work on Weekends.
Ensure above things are created by you properly.
Hint: Create business hours.
4.After escalation, mail also needs to be sent to [email protected] and
[email protected]5.The counter of time should start as soon as case is created.
6.Testing Scenario : Create a case, dont close for 1 hours, and see if Tom became
owner automatically and got email as well.
7.Testing Scenario : Create a case, dont close for 2 hours, and ensure red arrow
coming .
========= Today's Notes ===========
Case Escalation Rule:
1.When we are working in such business model which is like SLA, then this feature
is very useful
(where agreement is done between company A and B, to close the complaint in xyz
hours, else penalty)
2.Here, we can mention, after how much duration, the case should be assigned to
Senior (AKA Escalation)
3.Here, we can also mention notification. (email template)
4.We can also mail concern people about this escalation status so that they will
understand the work is going to be handled by higher level professionals (this way
we can inform to, Agent, Brokers, Vendors, Outsiders etc 5 people we can notify)
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=======23 May =========
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Today's Agenda: Email To Case Feature In Salesforce Projects
========== Intelogik's Project Problem ==========
1.Client is Nokia. And they want, whenever Nokia customer needs any help in mobile
handset issue,
they can raise the complaint just by one email.
2.You are helping Nokia for the Salesforce project implementation.
3.Provide a facility to them.
4.By default the long email ID which we got from Salesforce, customer is not easy
with that, they need short email ID. So provide that as well. The short email ID to
be [email protected]
(dont do any testing for step 4, because u need login details of [email protected],
which u must be not having)
5.They want to save the "email header" info, so provide that facility as well.
========== Today's Video ==========
https://youtu.be/85BI81xZ1Xw
========= Today's Notes ===========
IQ:
What is routing address?
>> The process of registration of email to case is done by routing address,
where we mention the email ID on which customer should make complaint and other
settings also we can do.
