Table of Contents Table of Contents About the Service Cloud Workbook......................................................................................................1 Tutorial #1: Setting Up a Help Desk.....................................................................................................4 Step 1: Customize Highlights Panels........................................................................................................................................4 Step 2: Create a Service Cloud Console App............................................................................................................................5 Step 3: Choose How Lists Display............................................................................................................................................6 Step 4: Customize Push Notifications.......................................................................................................................................7 Step 5: Grant Users Console Access.........................................................................................................................................8 Summary...................................................................................................................................................................................9 Tell Me More!...........................................................................................................................................................................9 Tutorial #2: Turning Customer Emails into Cases Automatically.........................................................10 Step 1: Enable On-Demand Email-to-Case...........................................................................................................................10 Step 2: Define and Verify Routing Addresses.........................................................................................................................11 Step 3: Test and Add Email Addresses to a Website..............................................................................................................12 Summary.................................................................................................................................................................................13 Tell Me More!.........................................................................................................................................................................13 Tutorial #3: Providing Self-Service on the Web...................................................................................14 Step 1: Create and Configure a New Portal............................................................................................................................14 Step 2: Choose Portal Fonts and Colors.................................................................................................................................16 Step 3: Customize Portal Tabs................................................................................................................................................17 Step 4: Add the Portal URL to a Website..............................................................................................................................17 Step 5: View Cases from the Portal in the Help Desk............................................................................................................18 Summary.................................................................................................................................................................................18 Tell Me More!.........................................................................................................................................................................19 Tutorial #4: Integrating Phone Calls...................................................................................................20 Step 1: Install CTI Adapters...................................................................................................................................................20 Step 2: Create a Call Center....................................................................................................................................................21 Step 3: Add Users to a Call Center.........................................................................................................................................21 Step 4: View the SoftPhone in the Help Desk........................................................................................................................22 Summary.................................................................................................................................................................................23 Tell Me More!.........................................................................................................................................................................24 Tutorial #5: Chatting Live with Customers..........................................................................................25 Step 1: Enable Live Agent......................................................................................................................................................25 Step 2: Configure Live Agent Users........................................................................................................................................25 Step 3: Create Agent Skills and Assign Them to Users..........................................................................................................27 Step 4: Create Chat Deployments...........................................................................................................................................28 Step 5: Create Chat Buttons...................................................................................................................................................28 Step 6: Add Live Agent to the Help Desk..............................................................................................................................29 i Table of Contents Step 7: View Live Agent in the Help Desk.............................................................................................................................30 Summary.................................................................................................................................................................................31 Tell Me More!.........................................................................................................................................................................31 Tutorial #6: Storing and Retrieving Knowledge...................................................................................33 Step 1: Create Article Types...................................................................................................................................................33 Step 2: Enable Salesforce Knowledge and Select Settings.......................................................................................................34 Step 3: Create Data Category Groups.....................................................................................................................................35 Step 4: Set Data Category Group Visibility............................................................................................................................36 Step 5: Grant Users Access to Salesforce Knowledge..............................................................................................................37 Step 6: Turn on the Knowledge Sidebar in the Help Desk.....................................................................................................37 Step 7: View the Knowledge Sidebar in the Help Desk..........................................................................................................38 Summary.................................................................................................................................................................................39 Tell Me More!.........................................................................................................................................................................39 Final Summary...................................................................................................................................41 ii Plus. you’ll have customized a user interface that helps your agents decrease clicks and context-switching to decrease customer-response times. Tabs for easy navigation Highlights panel to spot important items quickly Customized lists to display to-do items Push notifications to see when items are updated by others Customer inquiries from emails and the Web Call-control tools to receive and make phone calls Text-chat to work with customers in real-time 1 . and integrate those channels with the help desk. websites. 6. 7. text chat—you name it! The Service Cloud Workbook shows you how your agents can monitor and respond to all of your customer channels from one screen. Then. But it’s not. we’ll add your customers preferred channels. will look something like this: 1. you can set up entire call centers in a few hours. whether by phone.About the Service Cloud Workbook About the Service Cloud Workbook Gone are the days when support agents just needed phones to help customers. you’ll have set up a few features that your customers will love because they’ll be able to contact you by their favorite channel. or what we call a Service Cloud console. agents can use the Service Cloud to quickly answer customers’ questions. online chats. 3. Now. With the Service Cloud. And. By the end of the exercises. When you finish the tutorials. we’ll show you how to click a few buttons to set up an awesome help desk for your service team. Through a series of tutorials. with minimal training. 5. 2. your help desk. 4. there’s email. social media—and who knows what’s next? It might seem like finding and deploying all the tools agents need to make customers happy is as difficult as climbing Mount Everest. workflow.About the Service Cloud Workbook 8. You’ll need the following permissions to perform the exercises in this workbook: User Permissions Needed To set up a Service Cloud console: “Customize Application” To set up On-Demand Email-to-Case: “Modify All Data” AND “Customize Application” To set up a Customer Portal: “Customize Application” To set up Call Center: “Manage Call Centers” To set up Live Agent: “Customize Application” AND “Manage Users” To set up Salesforce Knowledge: “Customize Application” AND “Manage Salesforce Knowledge” AND 2 . and. such as queues. or managing Salesforce users. otherwise known as a Service Cloud console. Before You Begin This workbook is designed for administrators with Enterprise or Unlimited Editions that have purchased the following user and feature licenses: Licenses Needed To give users access to a Service Cloud console: Service Cloud User To give customers access to a Customer Portal: High-Volume Portal Users OR Customer Portal Manager Custom To give users access to Live Agent: Live Agent User To give users access to Salesforce Knowledge: Knowledge User Permissions You Need This workbook is designed to be used with any organization that has Service Cloud features enabled. It assumes administrators are already familiar with basic case management functionality. and give agents new ways to receive and respond to customers. escalation. This workbook doesn’t cover security features. Please see the online help for more information about those topics. instead focuses on setting up a call center that centers around a help desk. Knowledge sidebar to find or suggest content from a knowledge base Intended Audience This workbook is for administrators who want to give their customers more contact channels. and auto-response rules. customizing Salesforce. About the Service Cloud Workbook User Permissions Needed “Manage Data Categories” AND “Manage Users” How is the Workbook Organized? The tutorials in this workbook build on one another and are designed to be done in order. Tutorial Difficulty Tutorial #1: Setting Up a Help Desk Beginner Tutorial #2: Turning Customer Emails into Cases Automatically Beginner Tutorial #3: Providing Self-Service on the Web Intermediate Tutorial #4: Integrating Phone Calls Intermediate Tutorial #5: Chatting Live with Customers Advanced Tutorial #6: Storing and Retrieving Knowledge Advanced Final Summary 3 . the Web. and service information needed on one screen without losing context There are three types of tabs in a console: 1. we’re going to choose the fields it will highlight. all items clicked in a console display as tabs. such as a case’s account or contact. let’s talk about help desks. 3. Navigation tab—lets users select an object like a case and view its lists. such as support. you’ll have customized the Salesforce user interface so that agents can view key info at a glance. Suppose your executives want to set up an application that helps your service team manage and answer customers’ questions. Click (or double-click the highlights panel). The end result will provide agents with an easy way to view and resolve cases. whether they come in from emails. You could be a hero by suggesting this simple solution: let’s set up a Service Cloud console in Salesforce. Click Your Name > Setup > Customize > Cases > Page Layouts. we’ll set up a console with basic functionality. you can add those fields to the account highlights panel so that agents can spot them easily. but they don’t want to invest in pricey on–premise systems that take weeks or months to implement. product. such as a case. and telemarketing centers. This will prevent your agents from being spooked by mysteriously highlighted fields later on. So let's start by customizing highlights panels. 1. A Service Cloud console is designed for fast-paced environments. For example. and create cases or other records Review and update cases or other records from lists Display all the customer. Unlike standard Salesforce pages. telesales. if you know that your agents look at Account Name and Phone fields most. The highlights panel is a table of up to four columns at the top of every primary tab in a console—it lets agents view key information at a glance. Primary tab—displays the main item to work on. In this tutorial. Tabs let agents quickly: • • • Find. Step 1: Customize Highlights Panels Before we create a Service Cloud console.Tutorial #1: Setting Up a Help Desk Tutorial #1: Setting Up a Help Desk Level: Beginner Before we get started. 2. When we’re finished. Subtab—displays items related to the primary tab. or other channels. work off of lists. 3. and automatically see when the records they’re working on have been changed by others. Click Edit next to a page layout. 2. 4 . Each of its columns has one or two fields that you can customize to suit your business needs. update. 4. such as New Console. 5. you can choose any page layout and add the most-needed fields on top so that agents don’t waste time hunting for information they need. Select Account Name and Phone from the drop-down.com app menu. 5. Type a label for the app. Since your agents probably spend a lot of time reviewing case and account lists. ask yourself which fields your agents need most on records. Next.com app menu. This label will be the app’s name in the Force. Click New. This makes a console easy for anyone to find! 1.Tutorial #1: Setting Up a Help Desk 4. 6. Select the items to include in the navigation tab. If you want. we did some prep work for a console—we chose the fields it will highlight for agents. you can choose a custom logo for the app. Click OK. which is a tab where agents can select objects and choose lists. Click Your Name > Setup > Create > Apps. Click Next . we’ll create a console app to display highlights panels. 6. Step 2: Create a Service Cloud Console App In the previous step. Click Save. let’s add Cases and Accounts to the navigation tab. but let’s skip this step. 3. 5 . located in the upper right of every Salesforce page. 2. Select Service Cloud console and click Next. we’ll create a Service Cloud console app so that agents can select it from the Force. Now that you know how to customize a highlights panel. In this step. But before we do that. Click Edit next to our console app. 8. Lists are always visible. when agents select cases from lists or search results.Tutorial #1: Setting Up a Help Desk 7. 9. To decrease context-switching. 11. For example. you have the flexibility to create many console apps. make the console visible to that profile. 3. We’ll set that up for them in this step. 6 . For example. We’ve created a console app and configured its tabs. but let’s assume your agents have told you that they’re most productive when lists are pinned to the left of the screen. 2. Click Next. Choose how items display in the console when they’re not selected from a primary tab or subtabs. Step 3: Choose How Lists Display Let’s choose how lists display in the Service Cloud console app we created. For example. Click Next. select Pinned to left. Click Save. We can choose a couple of ways to display lists in a console. 10. you can choose whether cases display as primary tabs or as subtabs on parent records. such as cases with a Priority of High. As an administrator. In Choose List Placement. Check the Visible box next to any user profiles that will access the console. and later we’ll give agents access to your console so that they find it on any page in Salesforce. let’s choose that case records open as a subtab of their accounts so that support agents can view customers’ inquiries along with customers’ account information. if you have a user profile for agents. 1. so think about whether your service team could use multiple consoles to streamline various business requirements. Click Your Name > Setup > Create > Apps. if you have different support tiers that use different records. Lists help agents work off of a specific set of records. you could create a specific console for each tier. In Choose How Detail Pages Refresh. Click Your Name > Setup > Create > Apps. 7. Click Save. For example. But if your agents get tired of the default list size. you can change it at any time. Specify a default size for lists. Keep in mind that your agents can resize any list by clicking on its margin and dragging it to the size they want. otherwise your lists might look silly. Select the objects for triggering push notifications. 8. In this step. When you’ve finished this step. 5. 7 . you can select when push notifications occur. you can select when push notifications occur. We recommend that you keep the width or height of lists to 40% the size of a browser. Step 4: Customize Push Notifications Push notifications are visual indicators on lists and detail pages in a console that show when a record or field has changed during an agent’s session. Let’s select Flag so a message appears when a record changes. the lists in your console will only take up 20% the width of a browser. click Edit to select the case fields for triggering push notifications. Under Fields. Click Edit next to your console app. a push notification displays to the other agent so he or she notices the change and doesn’t duplicate the effort. Let’s select Refresh List Rows so that lists automatically update when there are any changes to fields. Let’s add Priority and Status. so let’s move Cases from Available Items to Selected Items. In Choose How Lists Refresh. we’re done with lists! Now. your agents should send you a thank you card because they’ll rarely see any outdated cases. 6. and we’ll choose which case fields trigger push notifications. 1. if two support agents are working on the same case and one agent changes the Priority. Wonderful. and then click OK. Click Edit. You probably want your agents to know when cases change. 3. 5. Click Select objects and fields for notifications. Let’s type 20 in Width and choose Percentage. 4. we’ll choose when push notifications occur on cases. 2.Tutorial #1: Setting Up a Help Desk 4. Imagine all the time you just saved your service team! Step 5: Grant Users Console Access Guess what? We’re done setting up your console. In Step 2 of this tutorial. 2. Repeat the steps above for each agent qualified for console access. Click Edit next to an agent’s name. and now we can assign users access to it. with just a few clicks. 1.Tutorial #1: Setting Up a Help Desk 9. Select Service Cloud User. they’ll see the most current stuff in lists and know when cases are being worked on by others. we’ve set up push notifications. In this step. Click Save. we checked Visible next to user profiles for which our console will be available. Click Your Name > Setup > Manage Users. and remember to grant yourself access to the console so that you can use it too! 8 . Click Save. when agents start using your console. 3. Wow. Now. we’ll assign the Service Cloud User feature license to agents with those profiles so that they can start using your console. 4. you set up the beginnings of a powerful help desk application for a call center. we showed you how to build a Service Cloud console for support agents—and it probably took you less time than you imagined. of a console using Visualforce. Case feed—give agents a more streamlined way of creating. managing. so that agents can access it without leaving the console. Visualforce uses a tag-based markup language to give developers a more powerful way to build applications and customize the Salesforce user interface. or highlights panels. For example. we'll show you how you can turn customer emails into cases that agents can respond to from a console. call logs.example. and viewing cases. Interaction logs—let agents write notes on records that appear on primary tabs. sidebars. 9 . Console whitelist—allow agents to access domains outside of Salesforce from within a console.Tutorial #1: Setting Up a Help Desk Summary Congratulations! By following a few steps. instead of typing case details and then using a mouse to click Save.com. Service Cloud console integration toolkit—write code that integrates the console with third-party systems or specifies custom functionality. Case feed includes a Chatter feed that presents notes. In this tutorial. you can add www. In the next tutorial. but you can take a console to the next level by learning about the following features in the Salesforce online help: • • • • • • Custom console components—customize. For example. or integrate the footer. extend. you can create a shortcut so that agents can type case details and press CTRL+S. and changes to cases in chronological order. Keyboard shortcuts—let agents perform actions more efficiently in a console by pressing a combination of keys instead of using mice. which can be a third-party system. Tell Me More! We’ve show you the basics of how to set up a Service Cloud console. you can review these settings by clicking Your Name > Setup > Customize > Cases > Support Settings. Click Edit. When we’re finished.Tutorial #2: Turning Customer Emails into Cases Automatically Tutorial #2: Turning Customer Emails into Cases Automatically Level: Beginner In the previous tutorial. as well as what happens to emails from senders who are blocked from your organization. 2. Now. which your agents can monitor from the console. but we don’t want your agents to hear from the bad people you’ve blocked. Choose what Salesforce does with emails that go beyond the daily processing limit. emails sent to a specific address will automatically convert to cases in Salesforce. Step 1: Enable On-Demand Email-to-Case Let's start by turning on On-Demand Email-to-Case and configuring a few of its settings. and let’s select Discard message from blocked senders. 1. 10 . Check Enable Email-to-Case and Enable On-Demand Service. 4. In this tutorial. If you see a page that introduces Email-to-Case. Note that this step assumes you’ve set the Default Case Owner and Automated Case Owner in Salesforce—these settings just make sure that each case is automatically assigned an owner and not lost in a technological void. After all. click Continue. Click Your Name > Setup > Customize > Cases > Email-to-Case. 3. we’ll show you how you can use On-Demand Email-to-Case to turn a simple email address into a popular support channel. If necessary. we’ll start adding some channels to your console so that customers can contact your agents by their favorite method. we don’t want limits to prevent your agents from hearing from legitimate customers. Let’s select Requeue message so that any emails that surpass the daily limit are processed the following day. Suppose your customers want to ask questions or contact your service team by email. we set up a Service Cloud console so that your agents can review and respond to customer cases with lightening speed. Wasn’t that quick? We just turned on On-Demand Email-to-Case. Talk about instant and easy case gathering! 1. 4. A verification email is sent to the routing address you provided. In Routing Addresses. Now. Type a Routing Name and Email Address. choose Email2Case and click New. 3. Click Save. let’s define some email addresses. Step 2: Define and Verify Routing Addresses We’re ready to define an email address that will route any emails it receives to Salesforce and converts them to cases. 11 . A confirmation page opens in your Web browser. 2.Tutorial #2: Turning Customer Emails into Cases Automatically 5. We’re also going to set the Priority on cases created from emails to Medium and the case Origin as Email. Let’s name our routing address Customer Support and use an address authorized by your company as our email address. 5. Click the link in the verification email. Click Save. Click Your Name > Setup > Customize > Cases > Email-to-Case. 7. but you can add many email addresses to support all kinds of things. 2. select the console we created in Tutorial #1: Setting Up a Help Desk. Copy the verified email services address. and type some text into the email Subject. locate the verified Email Services Address. you can send it to your company’s Web developer to add to your site. 3. In this step. Click Your Name > Setup > Customize > Cases > Email-to-Case. 12 . We’ve nearly finished adding one email address. 8.Tutorial #2: Turning Customer Emails into Cases Automatically 6. Paste the address into the To field of an email. Verify that the email you sent has been converted to a case. 1. 4. Since you verified that emails sent to the email services address are converted to cases. you could have some fun and type Administrators are numero uno! 5. Click the link in the confirmation page to continue to Salesforce. In Routing Addresses. Or. such as This is a test. if your service team supports lots of products. you can create a separate email address for each product and use assignment rules to route the generated cases to the right agents. Select Cases from the navigation tab. Note that you might have to search for the case or update list criteria to find it. From the Force. Send the email. 6.com app menu. For example. Step 3: Test and Add Email Addresses to a Website We’re nearly at the finish line for setting up On-Demand Email-to-Case. we’re going to test that our routing address works. 9. and then post it on a website so that your agents can receive cases from emails. and now your agents can use the Service Cloud console to track. Tell Me More! We’ve shown you the basics of how to set up On-Demand Email-to-Case. Salesforce for Outlook—create cases in Salesforce from emails in Microsoft® Outlook®. In the next tutorial. Email-to-Case agent—download and install the Email-to-Case agent to keep all email traffic within your network’s firewall. Email templates—customize and brand email templates so that your support agents can send consistent messaging to your customers. review.Tutorial #2: Turning Customer Emails into Cases Automatically Get ready to celebrate—we’re done setting up On-Demand Email-to-Case! Wasn’t that easy? One thing you can do is suggest to your Web developer that he or she creates a custom alias for the email services address so that it appears branded for your company. 13 . and respond to email inquiries. Summary Woohoo! You’ve just added email as a support channel for your customers. we'll show you how you can provide a Web channel to your customers. but you can kick email support up a notch by learning about the following features in the Salesforce online help: • • • • Emails related list—add the Emails related list to case page layouts so that any cases generated by Email-to-Case include all emails and email threads between your customers and support agents. and not Salesforce. or what we call a Customer Portal. But we’re not going to walk you through an entire portal configuration or portal user management scenario. and we’ve created an email channel so that your customers can contact your agents by email. 14 . so that your customers can contact your agents from a website. Step 1: Create and Configure a New Portal Let's start by creating a Customer Portal. 3. Let’s also suppose your management wants to reduce costs by finding ways customers can help themselves before contacting your service team. 2. You can even add Salesforce Knowledge to your portals so that your customers can access and comment on articles from your knowledge base. but the portal email name can be generic enough for any support team to use. we want to get you going with basic features. we’re going to set up a Web channel. such as the portal’s Name. Note that there are a lot of customization options for portals. Click New.Tutorial #3: Providing Self-Service on the Web Tutorial #3: Providing Self-Service on the Web Level: Intermediate So far we’ve created a help desk for your service team. and we’ll add a Cases tab to our portal so that customers can contact your agents over the Web by logging cases directly into Salesforce. In this tutorial. From Email Address. Type information into required fields. We’ll setup a Customer Portal with a Solutions tab so that customers can find answers to common questions. and you can add features to enhance customer engagement. Suppose your customers want to find answers to their questions without contacting a support agent. This will give your customers another option to reach your team. These basic features start with email messaging. Your portal email address should include your company’s domain. such as Ideas so that your customers can vote for new products or services. Your agents can use the Service Cloud console to respond to any cases that come in from your new website. 1. and From Email Name. Click Your Name > Setup > Customize > Customer Portal > Settings. You can build spectacular user interfaces with Visualforce or cascading style sheets (CSS). Let’s keep things simple and name your portal Customer Portal. we’ll show you how you can do both. Now. A Lookup window opens from which we’ll choose some out-of-the box templates for customer support. 7. Click Save. 5.Tutorial #3: Providing Self-Service on the Web 4. In the Lookup window. For each of the three required email templates. such as Self-Service New User Login Information for New User Template. Select an appropriate template. type SUPPORT in the Search box and click Go! 6. If a Convert Portal User Access Wizard page displays. choose which template to send to customers by clicking . 15 . you can ignore it for this tutorial. you can think about creating your own email templates or how you might update any of the out-of-the box ones. Later. Next. let’s customize the look and feel of your Customer Portal. 5. You can create our own color theme from scratch. Click Save. but let’s choose one of the many out-of-the box color themes.Tutorial #3: Providing Self-Service on the Web You’ve done it—you’ve created a portal! Plus. you’ve chosen the email messaging to send to customers when they create a portal login or reset their portal passwords. Step 2: Choose Portal Fonts and Colors Now. you can brand and intricately customize your portal’s user interface. why not save some time with a theme? 1. but let’s keep things simple and select Dark Blue from Color Theme. Click your portal’s name. Heck. 4. 3. Click Your Name > Setup > Customize > Customer Portal > Settings. You can control the look and feel to match your branding and customer experience. Click Change Portal Fonts and Colors. As mentioned in the previous step. 16 . 2. the customization options are wide open. As you can see. we’ll configure how your portal looks. Let’s also assume that your Solutions tab has been populated with answers to your customers’ most common questions. Note that the tabs portal users can see is based on the portal user licenses you’ve purchased before you set up a portal. we’ve created a resource where your customers can help themselves. For example. 3. By adding the Cases and Solutions tabs. Copy the automatically-generated Login URL. 1. while other portal user licenses let customers see a Solutions tab with answers to common questions. 4. 1. Because we’re setting up a basic portal. Click Customize Portal Tabs. Click your portal’s name. 5. if your knowledge base was up and running with Salesforce Knowledge. but we’re done setting up your Customer Portal. Click your portal’s name. Remember that you can add all kinds of tabs and features to your portal.Tutorial #3: Providing Self-Service on the Web Step 3: Customize Portal Tabs Let’s choose which tabs to display in our Customer Portal. we could’ve added it to your portal to provide your customers with different types of documents to help them answer all sorts of questions. we’re just going to add the Solutions and Cases tabs. Click Your Name > Setup > Customize > Customer Portal > Settings. Now. Click Save. Click Your Name > Setup > Customize > Customer Portal > Settings. thereby reducing support calls and increasing customer satisfaction. some portal user licenses let customers see a Reports tab with analytics. 17 . The Home tab is added by default and can’t be removed—it lets customers take care of important stuff like changing their passwords and languages. we’re ready to add its URL to your company’s website so that your customers can access it. Step 4: Add the Portal URL to a Website This might come as a surprise. Add Cases and Solutions to Selected Tabs. What a simple way to deflect customer cases and make customers happy at the same time. For example. 2. We’ve added the content to display in your portal. 2. 3. and sets Case Origin to Web. let’s assume that you’ve created a workflow rule that routes cases created on your portal to you.Tutorial #3: Providing Self-Service on the Web 4.com app menu. and your support agents can use the Service Cloud console to identify and respond to questions from the Web. Let’s say that a few of your customers couldn’t answer their own questions from the portal. Like magic. Notice that the My Open Cases view lists Web as the Case Origin for your cases—these are cases that came in from your portal. Summary Amazing! With just a few clicks. so it appears branded for your company. Step 5: View Cases from the Portal in the Help Desk In the previous step. 2. Click Cases on the navigation tab. we’re going to see how your agents can view cases created over the Web in the console we created in Tutorial #1: Setting Up a Help Desk. Click New Console from the Force. your agents can easily find and work on cases that come in from the Web. you’ve set up a Customer Portal so that you can provide self-service to your customers. Paste the URL into an email and send it to your company’s Web developer to add to your site. so they logged some cases. we added your Customer Portal to your company’s site. Now. Your Web developer can add the URL with a custom alias. 3. without leaving the console. and not Salesforce. To keep things simple. In this step. 18 . 1. To finish the setup. and comment on ideas. you can create a form to post on your company’s website where customers can log cases directly into Salesforce. as well as leads and opportunities. Web-to-Case—if you don’t want to use the case-deflection tools of a Customer Portal. but you can take a portal to new heights by learning about the following features in the Salesforce online help: • • • • • • • • Multiple portals—create more than one Customer Portal or create a Partner Portal for your business partners so that you can share cases. Entitlement Management—add entitlements and service contracts to your portal so that customers and agents can verify service agreements and terms of service. Workflow—set up workflow rules or case assignment rules so that any cases created by portal users are routed to the right agents or support queue.Tutorial #3: Providing Self-Service on the Web We’ve covered the basics of portals. or to spice up your portal with additional features. Ideas—add an ideas community to your portal so that your customers have an online suggestion box where they can post. Email templates—use HTML and Visualforce to brand and style all of your email notification templates to customers. 19 . Tell Me More! We’ve shown you the basics of how to set up a Customer Portal. Chatter Answers—add a questions and answers community to your portal so that customers can help each other without contacting support. For all the nitty-gritty details. and now you know how to create them for your customers. such as the Solutions tab or Salesforce Knowledge. check out “Configuring User Access to the Customer Portal” in the Salesforce online help. vote. you need to configure portal users. Salesforce Knowledge—add a knowledge base to your portal so that your customers and partners can find the knowledge articles they need. 5. search for solutions through a portal. Install the demo adapter. based on where you installed the adapter. check out “Call Center Overview” and “Salesforce Open CTI Overview” in the Salesforce online help. otherwise known as a call-control tool. Not only does your service team have a unified help desk application. so that your customers can contact an agent from a phone. which gives you the benefits of cloud architecture and less maintenance. or what we call computer-telephony integration (CTI).com > Demo Adapter. including Open CTI. 1. you might click Start > Programs > Salesforce. click Finish. 4. Go to http://wiki. The demo adapter installation package includes all the files you need to make phone calls a reality for your agents. Let’s say your customers want to phone a support agent for immediate help. enough of that. to the footer of the Service Cloud console so that agents can answer phone calls and update customer info in Salesforce while speaking with customers. let’s download the demo adapter. 2. 3. Because this workbook isn’t for developers. and browser to where you want to add the adapter files to your machine. Let’s get “dialed” in. But what about phone calls? Now. After the adapter finishes installing. which requires you to install a CTI adapter on your machine. In this tutorial. Okay. When you’re ready to set up your own CTI integration with the console. Download the latest demo adapter. but now your customers can log cases by email. For example. and generate cases directly from the Web. Step 1: Install CTI Adapters To get started.developerforce.com/page/CTI_Toolkit. Some background on CTI: Salesforce and its partners offer many options to choose from. we’re going to set up a call channel. we’ll show you how you can add a SoftPhone.Tutorial #4: Integrating Phone Calls Tutorial #4: Integrating Phone Calls Level: Intermediate Let’s take a look at what we’ve accomplished so far. You can verify that the CTI adapter is running by looking for the icon in the system tray of your computer. Start the CTI adapter by clicking it’s location from the Start menu. But Open CTI requires developers to use JavaScript to embed API calls. we’re going to use a demo adapter package. 20 . Step 3: Add Users to a Call Center Before your service team can access a SoftPhone. but this file wasn’t included with the demo adapter. For example. 3. we’ll assign agents to your call center so that they can use it. Click Open to enter the path in the Call Center Definition File field. If an Introducing Salesforce CRM Call Center page displays. This XML file is typically named after the type of CTI system that the adapter supports.xml. Click Import. Next. click Continue. Click Import. 21 . Step 2: Create a Call Center In the previous step. In this step. we’ve created your call center and you can now view its settings. Click Choose File to navigate to the default call center definition file in your CTI adapter installation directory. 5.msi file included with an installation package. you installed a CTI adapter. This will take less time than dialing your cell-phone provider. Keep in mind that if you wanted to deploy a CTI adapter to all the machines in a call center at once.Tutorial #4: Integrating Phone Calls We can almost hear the ringtones—we’ve finished the first step towards providing your customers with a phone channel. As you can see. 2. we must assign them to the call center that’s associated with the CTI adapters you installed. but it’s useless until you hook it up to a call center definition file. 1. You can probably think of some better XML file names. Click Your Name > Setup > Customize > Call Center > Call Centers. its call center definition file is an XML file named DemoAdapter. since you installed a CTI adapter named Demo Adapter. we’ll import your adapter’s call center definition file into Salesforce so that your adapter can “talk” with Salesforce. A call center definition file just tells Salesforce what your call system can do and who can use it. and it won’t be anywhere near as painful. 4. you could’ve used a . let’s enter the criteria of Profile Contains Administrator. In this step. we’ll use the SoftPhone to answer and make phone calls in the console we created in Tutorial #1: Setting Up a Help Desk. Check the box next to your name. Click Add More Users. Bingo! We’ve assigned you and some of your lucky agents to a call center.Tutorial #4: Integrating Phone Calls 1. 22 . Click Your Name > Setup > Customize > Call Center > Call Centers. Log in to the SoftPhone. and click Add to Call Center. Start the CTI adapter by clicking its location from the Start menu.com app menu. 3. and assigned your service team to the call center. Click Find. Now.com > Demo Adapter. Are you ready to take calls? 1. 7. By completing three simple steps. In the Call Center Users related list. click Manage Call Center Users. which lets your agents multi-task over multiple channels. Since you’re an administrator who wants to use a SoftPhone. Click Phone in the footer of the console. 4. you might click Start > Programs > Salesforce. created a call center. 6. 2. you and your service team can use a SoftPhone from the Service Cloud console we created in the first tutorial. 4. 5. Specify search criteria to find agents who should be assigned to the call center. 3. based on where you installed the adapter. You can verify that the CTI adapter is running by looking for the icon in the system tray of your computer. you’ve added a call channel to your help desk. Step 4: View the SoftPhone in the Help Desk So far we’ve installed a CTI adapter. For example. 2. Go to the console we created by clicking New Console from the Force. Click the name of the call center to which you’ll assign agents. Web. Now your service team can handle email. Let’s make a call by typing a number and clicking Dial. Summary You’ve just completed another exercise that gives your agents the power of phenomenal multi-tasking.Tutorial #4: Integrating Phone Calls 5. or click Line 1 to make a call. Your agents’ productivity is now officially in the zone! Take a moment to high-five someone. If we managed your company. There you have it—we’ve set up a call system that integrates with your console. 6. Select Ready for Calls to receive calls. your service team can make and receive calls while helping other customers on email and Web channels. and phone inquiries from a single screen. we’d give you a raise or at least refurnish your cubicle. Now. 23 . Tell Me More! We’ve shown you the basics of how to set up computer-telephony integration (CTI) that works with the console. In the next tutorial. Service Cloud console integration toolkit—write code to integrate call systems with Salesforce or leverage call data for other uses. Call center directories—customize directories that let users search for phone numbers throughout your organization. but you can take CTI to greater heights by learning about the following features in the Salesforce online help: • • • • SoftPhone layouts—customize and control the call-related fields that are displayed for incoming calls. 24 . desktop maintenance. Open CTI—write code to build CTI systems and SoftPhones that don’t require adapters.Tutorial #4: Integrating Phone Calls We just showed you how to set up computer-telephony integration (CTI) so that you can make your customers happy by providing them with immediate phone support. or browser or platform specifications. we’ll make your customers even happier by giving them text-only live chat with your agents. In this highly customizable world. So far. 2. choose Default On for Live Agent and Live Chat Visitors. we'll add another channel: chat. which lets your agents receive and view chat requests from customers visiting your company’s website. 2. Click Enable Live Agent. you want to provide those choices. Now. Click Edit next to an agent’s profile. or phone someone they don’t know. but to keep things simple. For this tutorial. That means we’ll update a few permissions on agents’ profiles and assign agents the Live Agent User feature license. 25 . you've seen how the console makes it easy for agents to handle multiple channels simultaneously. Step 1: Enable Live Agent Let's start by enabling Live Agent. let’s edit your profile. Step 2: Configure Live Agent Users In this step. In this tutorial. log a case on the Web. In this tutorial. let’s give your agents access to basic features. we’re ready to configure your service team to use Live Agent. Click Save. With text chat—or what we call Live Agent—you can give your customers another choice in how to contact your service team. you can give agents permissions to all kinds of Live Agent functionality. Lots of customers want the satisfaction of instant communication.Tutorial #5: Chatting Live with Customers Tutorial #5: Chatting Live with Customers Level: Advanced Service is about giving your customers choices. such as live chat visitors. In Tab Settings. 3. we’re going to set up a Web-based chat. without having to send an email. and add it to the footer of the console so that your agents can offer immediate help. 1. As an administrator. Click Your Name > Setup > Manage Users > Profiles. but without burdening your agents. 3. 1. we’ll give your agents access to Live Agent. Click Your Name > Setup > Customize > Live Agent > Settings. Click Your Name > Setup > Manage Users > Users. Check Live Agent User. 5.” Create. Click Save. choose the “Read. For this tutorial. In Standard Object Permissions. 7. 26 . Click Edit next to an agent’s name.Tutorial #5: Chatting Live with Customers 4. 6. let’s edit your name.” and “Delete” permissions for Live Chat Visitors. 8.” “Edit. skills help your service team work more efficiently by making sure the right chat requests automatically go to the right agents. if you have an agent who is a genius at answering billing questions. In Assign Users. 6. 3. select the agent profiles you want to associate with the skill. 2. 5. Click New.Tutorial #5: Chatting Live with Customers 9. In Assign Profiles. and now we’re ready to present Live Agent to the world. We’ve finished setting up Live Agent for your service team. We’ve just given you and your agents access to Live Agent. the online chatting will begin. 4. step. select the agents you want to associate with the skill. Type a name for the skill. Soon. Step 3: Create Agent Skills and Assign Them to Users Now. Let’s type Billing Questions. we’re going to wow you by setting up a super useful Live Agent feaure—skills! Skills identify experts in specific areas and route chats to agents who are qualified to answer certain questions. and the customer satisfaction won’t end. Click Your Name > Setup > Customize > Live Agent > Skills. For example. Click Save. we’re going to create and assign skills. In this. 27 . 1. As you can probably tell. Click Save. you can create a skill named Billing Questions and route all chats related to billing to that agent. In this tutorial. 5. 2. We’ll do that next. Let’s type Customer Chat. Note that you can brand your chat window to control the look and feel of your customers’ chat experience. 3. Let’s type Chat with Support. Type a title for the Chat window. why use a chat application if your customers can’t find it? 1. 2. Click Your Name > Setup > Customize > Live Agent > Deployments. Type a name for the button. Copy/paste the automatically generated code and send it to your company’s Web developer to add to your site. but we still need to create the custom buttons that customers click to initiate chat sessions. 6. Select a skill to associate with the button by moving it from the Available Skills list to the Selected Skills list. Click Your Name > Setup > Customize > Live Agent > Chat Buttons. Step 5: Create Chat Buttons A chat button is used with a Live Agent deployment to initiate chat sessions. we’ll generate the code to include on your website to make Live Agent visible. After all. we’ll create a chat button to include on your website so that customers can chat with your agents. This is the title that visitors see. Type a name for the deployment. let’s skip this and click Save. 4. 1. Salesforce generates the deployment code. Now we have code that we can add to our website. 3. Let’s type Chat Button. Click New. In this step. Let’s select the Billing Questions skill we created earlier.Tutorial #5: Chatting Live with Customers Step 4: Create Chat Deployments A deployment is a place on your company’s website that’s enabled for Live Agent. 28 . Click New. 4. In this step. In no time at all. Select English as the language for text in the chat window. Select Include Live Agent in this App. 1. Click Your Name > Setup > Create > Apps. 8. Click Edit next to New Console. Now let’s integrate this channel with the console. Copy/paste the automatically generated button code and send it to your company’s Web developer to add to your site. In this tutorial. your agents will be able to answer questions from emails. the Web. Step 6: Add Live Agent to the Help Desk Let’s add Live Agent to the Service Cloud console so that your agents can work with incoming chats from customers. phone calls. Select how chats initiated from this button are routed to support agents. Salesforce generates the chat button code. and chats—all at the same time. which is the console we created earlier. 29 . 3. 2. 6. Note that you can brand your chat button to control the look and feel of your customers’ chat experience—maybe add an image of some pleasant clouds to the button.Tutorial #5: Chatting Live with Customers 5. 7. When we’re done. which means that incoming chats are routed to the agent with the required skill who has the fewest active chats. Let’s choose Least Active. we’ll skip this and click Save. you’ve added another channel that can deliver service and smiles. Your agents will be so productive that you’re sure to be nominated as Employee of the Month. You know what? We’ve just finished setting up Live Agent. 30 . In the chat monitor in the console. Check out the Salesforce online help for details. The chat monitor automatically shows a list of incoming requests. Go to the console we created by clicking New Console from the Force. Note that if you wanted to standardize chat greetings or other chat messages for your agents. 1. you can create what we call Quick Text. as well as a chat button. given agents access to it. so that customers can initiate chats. Choose the records or pages you want to open as subtabs of chat sessions in the chat workspace. That’s it! We’ve added Live Agent to the console and your agents are free to chat with customers.Tutorial #5: Chatting Live with Customers 4. 2. Click Save. Let’s choose New case so that your support agents have the option to create a case during each chat session. created a chat deployment for your site. What a way to increase efficiency! 5. Step 7: View Live Agent in the Help Desk We’ve come a long way in no time at all: we’ve turned on Live Agent. Now we’ll show you how agents can reply to chat requests in the console we created in Tutorial #1: Setting Up a Help Desk.com app menu. choose Online. and turn chats into knowledge base articles. Next. you can monitor chats to make sure your agents are providing stellar service. 31 . agents can transfer chats to other agents. Also. Type your message in the chat text field and click Send or press ENTER on your keyboard. As you can see. and now your agents can use the Service Cloud console to respond to chats in real time. 4. Brand chat windows—style your chat windows to promote your brand. Click End Chat to end the chat session. it’s pretty easy for an agent to chat with customers from the console. Tell Me More! We’ve show you the basics of how to set up chat with the Service Cloud console. logging cases. Quick text—customize standard messages that agents can include in their chats. You’ve added a chat-channel for your customers. and initiating chats with your service team. and retrieve content they need while working in the console. Customer Portal—add Live Agent to your Web channel so that your customers have one location for self-service. Plus. we’ll show you how to set up a knowledge base so that your service team can easily create. 5. agents. as an administrator. Click Accept on a chat request. administrators. and your customers. create cases from chats. Live Agent in the Service Cloud console makes life easier for agents. manage. but you can take Live Agent to new places by learning about the following features in the Salesforce online help: • • • • • Multiple deployments—create more than one Live Agent deployment to support multiple websites or multiple products or services.Tutorial #5: Chatting Live with Customers 3. Live Chat Transcripts—set up the Live Chat Transcripts tab so that chat session content is saved and accessible to agents and managers. and your customers! Summary Woohoo! You just scored a big win for your company. Tutorial #5: Chatting Live with Customers • • Live Chat Visitors—set up the Live Chat Visitors tab so that your team can review information about visitors that have participated in chat sessions. Salesforce Knowledge—integrate your knowledge base into chat sessions so that agents can add information from knowledge articles directly into chat sessions with customers. 32 . provide the format and structure that control how a knowledge base article displays to an audience. you can create a knowledge base that lets some agents write drafts of articles while others rewrite. Click New Article Type. 33 . You can also make Salesforce Knowledge available to your customers so that they can answer their own questions. The first step to setting up Salesforce Knowledge is to create article types. reliable source of product or service information. and approve articles. translate. and at the end of this exercise we’ll point you to some resources that will help you do just that. Type a Label and Plural Label for the article type. Notice that Object Name is automatically updated with the Label. In this tutorial. If we were developers. With a shared knowledge base. 3. Let’s label your article type Rebate. You can even fine tune your knowledge base so that it automatically routes articles to the right people for review. Step 1: Create Article Types In this highly customizable universe. But in this exercise.Tutorial #6: Storing and Retrieving Knowledge Tutorial #6: Storing and Retrieving Knowledge Level: Advanced So far. we could use the Object Name for knowledge integrations to Salesforce. In this tutorial. you've added umpteen new channels to your Service Cloud console. Click Your Name > Setup > Customize > Knowledge > Article Types. Let’s also suppose your management wants to reduce the time it takes to find information by categorizing it. 4. we’ll show you a quick way to set up Salesforce Knowledge—you can add all kinds of bells and whistles later—and we’ll show you how to integrate it with your console. 1. Suppose your company wants a centralized. we’ll show you how you can do both. such as FAQ’s or tutorials. Article types. We’ll set up Salesforce Knowledge with basic features so that your agents can quickly find information that they can use to help customers—and they’ll find this information while they’re working on cases with the console. but one piece is missing: knowledge. we’re going to stick to the basics and just get you started with Salesforce Knowledge. Click Deployed so that users can choose your article type when creating knowledge articles. 2. agents can find and reuse known solutions and access the most up-to-date information about your products or services. 5. 34 . 1. In General Settings. we’ll turn on Salesforce Knowledge and choose some settings. This will get you and your team closer to organizing all of your company’s information so that it can be used to help your customers—and everyone else at your company. Keep in mind that you can’t remove a language once it’s added. you can choose to continue with the implementation by checking Yes and clicking Enable Salesforce Knowledge. and Single Language. In Article Summaries. Click Your Name > Setup > Customize > Knowledge > Settings. we’ll select English as our Default Knowledge Base Language.Tutorial #6: Storing and Retrieving Knowledge 5. click Allow users to create and edit articles from the Articles tab. Step 2: Enable Salesforce Knowledge and Select Settings In this step. 2. In Language Settings. 3. If a message notifies you that enabling Salesforce Knowledge is irreversible and displays the Articles tab to all standard profiles. We’ve just created an article type. Now. You can create new article types at any time to extend your knowledge base and present new types of information to different people. let’s turn on Salesforce Knowledge and choose some settings. Notice that you can display knowledge summaries in portals too. 4. click Internal App. Click Edit. This just means that we’re going to display knowledge summaries to your agents in Salesforce. Click Save. and click Add. a Contracts category group might contain Fixed Price. Click Add. Let’s add some organization to your company’s information so that your agents can find what they need to make your customers happy. 3. Notice that a top-level category in the group named All is automatically created for you. such as Print. Next. 1. Notice that Group Unique Name is automatically updated with the Group Name. Click Save. and Indefinite Delivery categories. we could use the Group Unique Name for knowledge integrations to Salesforce. 6. Click Your Name > Setup > Customize > Data Categories > Data Category Setup. Type a Group Name. Let’s type Web. 35 . Step 3: Create Data Category Groups Let’s create category groups—containers for the individual data categories used to organize your knowledge articles.Tutorial #6: Storing and Retrieving Knowledge 6. We’ve just turned on Salesforce Knowledge. 4. Cost Reimbursement. Let’s type Discounts. Type another category for our group. but your knowledge base is pretty empty. 2. we’ll start to fill up your knowledge base with data category groups so that agents creating or managing articles can categorize them to help others quickly find info. Type a category for our group. 5. For example. Click Save. If we were developers. To keep things easy. Hover your mouse pointer over the category group name and click your service team. profiles. 3. Click on a profile name. Let’s choose your profile. Select a visibility setting. or permission sets. we’ll choose which agents can see the data category groups we created. Click Your Name > Setup > Manage Users > Profiles. Now that we’ve created and activated your data category group. 4. click Edit next to the data category group we created earlier. Step 4: Set Data Category Group Visibility In this step. we’re going to base data category visibility by profiles. 2. This helps determines the articles agents can access so that they don’t waste time seeing articles that have nothing to do with solving your customers’ issues.Tutorial #6: Storing and Retrieving Knowledge 7. 36 . we’re ready to choose which agents see it. you’ve taken another step towards organizing your company’s product and service information! Your agents are about to find everything they need to help customers in seconds. Click Save. In Category Group Visibility Settings. to activate it. Let’s select All Categories so that agents can see all categories in the group we created. As an administrator. 8. 1. you have the flexibility to base data category visibility by roles. This makes the group available to Congratulations. The magic is that articles appear based on any matching words typed in a case’s Subject. We’ve just streamlined your company’s information for your agents. 1. Was that easy or what? Step 6: Turn on the Knowledge Sidebar in the Help Desk Since we’ve set up Salesforce Knowledge. Click Save. we’re ready to turn on the Knowledge sidebar in your console. By choosing which data category groups your agents can see. This will only take a few minutes. 37 . We’ve just given your agents access to Salesforce Knowledge.Tutorial #6: Storing and Retrieving Knowledge 5. Step 5: Grant Users Access to Salesforce Knowledge Take a step back and look at all that you’ve accomplished so far in this exercise. Your agents don’t have to spend time searching your knowledge base because it’s searched for them while they type. Click Edit next to a user’s name. The sidebar automatically displays articles that might solve any cases agents work on in the console—it magically passes along any useful information to help your agents close cases. 4. Select the Knowledge User checkbox. Click Save. Now that you’re done setting up Salesforce Knowledge. 2. we’ve narrowed down volumes of information to just relevant info that will help your service team. 3. turned on and configured a knowledge base. organized your knowledge base by categories. You’ve created an article type for a knowledge base. and managed information overload by determining who should see what in your knowledge base. Let’s do this next to your name. the next step is to assign agents the Salesforce Knowledge feature license so that they can access data categories and articles that are visible to them. Click Your Name > Setup > Customize > Cases > Page Layouts. Click Your Name > Setup > Manage Users > Users. 1. we’ll see how the integration looks to agents. and click OK. we set up Salesforce Knowledge and configured it to automatically suggest articles to agents using the console. Let’s type Rebate include discount? Notice that the Knowledge sidebar automatically displays an article that includes the words we entered in the Subject. Go to the console we created by clicking New Console from the Force.com app menu. 3. Click Cases from the navigation tab. check out “Publishing Articles” in the Salesforce online help. Click Save. To learn how to publish articles. 3. Now. 1. Type case details into the Subject. As agents. Click New Case. and that you published the article to your knowledge base. 5. We recommend that you don’t edit the Close Case Layout because a case is solved by the time an agent views that page. Click Edit next to a page layout. we’ll show you this time-saving feature in action. Step 7: View the Knowledge Sidebar in the Help Desk We’re almost done! In the previous steps.Tutorial #6: Storing and Retrieving Knowledge 2. We’ve integrated Salesforce Knowledge with your Service Cloud console. 38 . Click Layout Properties. 4. we’ll work on a case with the console we created in Tutorial #1: Setting Up a Help Desk. Note that this step assumes that you’ve created an article with the article type and data categories we configured earlier. 4. and we’ll see how articles magically appear to help us solve the case. 5. Next. 2. Check Knowledge Sidebar. Workflow and approval processes—create processes to help your support team manage article creation and publication.Tutorial #6: Storing and Retrieving Knowledge You’ve just witnessed incredible productivity. With just a few clicks. and organize info that will help your customers. we showed you how to set up Salesforce Knowledge so that your team can find. and now your agents can automatically see relevant articles to help them solve any customer case. To finish the setup. or to create a more powerful knowledge base that routes articles to qualified reviewers for approval. regardless of its channel. Tell Me More! We’ve show you the basics of how to set up a knowledge base that works with the Service Cloud console. 39 . but you can take Salesforce Knowledge to the next level by learning about the following features in the Salesforce online help: • • Multiple portals—add Salesforce Knowledge to your Customer Portals or Partner Portals so that your customers and business partners can find the info they need. Because reliable information is the backbone of service. reuse. your service team now has a tool to help them close cases faster! Summary You’ve just created a basic knowledge base for your company. check out “Granting Permissions for Salesforce Knowledge Users” and “Salesforce Knowledge Workflow Rules and Approval Processes” in the Salesforce online help. Now whenever an agent selects a case in your Service Cloud console. Congratulations. we integrated your company’s knowledge base with your console so that your agents can close cases faster. your knowledge base will immediately display potential answers. Synonyms—create a synonyms group to let knowledge users search for articles using synonyms or keywords. 40 . Customer Portal—make articles visible to customers using your Web channel.Tutorial #6: Storing and Retrieving Knowledge • • • • Multiple languages—translate and publish articles in more than one language. Import articles—import articles from existing knowledge bases into Salesforce Knowledge. We’ve done a lot since the beginning of this book. Imagine what you can do if you really spend some time exploring the possibilities. your help desk will look like the one below. we’ve shown you additional powerful features. they might just solve some of your complex business problems. or lower costs. and phone channels. If you followed them in order. you’ve opened new channels to your customers while increasing your agents' productivity—Win win. Through the Tell Me More! sections in this book. we set up a complete. what will your help desk look like? 41 . scalable call center that can support a team of agents anywhere in the world! The call center we created is just the beginning. but you just did. Ultimately. we created a knowledge base so that your agents can access a reliable source of information to help your customers. The tutorials we presented build on one another. email. We’ve also covered how to integrate your help desk with Web. But now that you know how to build and customize a call center. We’ve covered how to set up and customize a help desk for your agents. help your customers. Plus. chat. with one single click. We encourage you to learn more about these features because.Final Summary Final Summary You should be smiling from ear-to-ear because you’ve just finished setting up a help desk! You might not have thought it was possible for one person to set up a call center in a few hours. Towards the end.