Salesforce & Genesys Overview
Start
Objectives
Today, we will review all the basics and important points you need to know about Salesforce & Genesys. We will cover:
- Logging In
- Genesys Features & Functions
- Salesforce Service Console Foundations
- Salesforce Case Creation
- Salesforce Case Management
01
Logging In
Salesforce & Genesys
Logging In
Watch the video here to see the steps to logging into Salesforce & Genesys before continuing.
Quick Tips for Logging In
There are a few things to remember when logging in to avoid frequently-experienced issues.
- The preferred browser is Google Chrome.
- Microphone permissions, notifications, and pop-ups must all be allowed. You will be unable to use the Genesys phone if they are disabled.
- If you do not see the Genesys pop-up appear upon logging into Salesforce, click on the bottom-left hand corner to open the Genesys activity window, and select "Open Authentication Window".
- The pop-up window does state it should not be minimized or closed, but it can be minimized or moved to another screen.
02
Understanding
Genesys Features & Functions
Understanding Genesys
Click through each element below in the Genesys Activity Window to learn more.
Understanding Genesys
Click through each element below in the Genesys Activity Window to learn more.
Main Menu
This Hamburger Menu in the top left corner will open your Main Menu. Here are a few important items in the menu:
"Interactions" will show you a list of inbound, outbound and missed calls.
"New Interaction" is where you will go to make any outbound call.
"User Inbox" is where you will be able to find any voicemails, recent evaluations, or schedule changes.
CONTINUE
Understanding Genesys
Click through each element below in the Genesys Activity Window to learn more.
Understanding Genesys
Click through each element below in the Genesys Activity Window to learn more.
Pick Up Button
The Pick Up Button is used to answer incoming calls. However, note that a queued incoming call from a customer will answer automatically. This pick up button will be greyed out, unless someone is contacting you via your direct extension - only then will you have the option to pick up or not.
CONTINUE
Understanding Genesys
Click through each element below in the Genesys Activity Window to learn more.
Understanding Genesys
Click through each element below in the Genesys Activity Window to learn more.
Hold Button
The Hold Button is used to temporarily place a call on hold. Once this button is pressed while on an active call, it will turn red, which indicates the call is currently on hold, and the caller is listening to hold music. You have the ability to make other outbound calls while this call is holding. To take the call off hold, simply press the Hold button again, and it will turn white, indicating the call is live again.
CONTINUE
Understanding Genesys
Click through each element below in the Genesys Activity Window to learn more.
Understanding Genesys
Click through each element below in the Genesys Activity Window to learn more.
Mute Button
Similarly to the Hold Button, once selected, the Mute Button will turn red to indicate you are muted on the current call. Once you are ready to unmute, select the button again, and it will turn white indicating you are unmuted. This should not be used in place of the Hold Button.
CONTINUE
Understanding Genesys
Click through each element below in the Genesys Activity Window to learn more.
Understanding Genesys
Click through each element below in the Genesys Activity Window to learn more.
Transfer Button
Watch this video to see how to transfer a call before continuing. Remember, we always recommend using a Warm transfer to announce the call to the other party before completing the transfer. *Note: Sound is required for this video.
CONTINUE
Understanding Genesys
Click through each element below in the Genesys Activity Window to learn more.
Understanding Genesys
Click through each element below in the Genesys Activity Window to learn more.
Disconnect Button
Select this button to disconnect your call. Once the call is disconnected, your after call timer will show and begin to countdown. At the end of the timer, you will be back On Queue and available to take another call.
CONTINUE
Understanding Genesys
Click through each element below in the Genesys Activity Window to learn more.
Understanding Genesys
Click through each element below in the Genesys Activity Window to learn more.
Dialpad (DTMF) Button
The Dialpad button is used when you are making an outbound call the requires you to get through an IVR menu. For example, if you are calling a credit provider, and it asks you press 1 to get to a representative. You will be able to select the Dialpad button, and choose the correct number to get through the automated menu.
CONTINUE
Understanding Genesys
Click through each element below in the Genesys Activity Window to learn more.
Understanding Genesys
Click through each element below in the Genesys Activity Window to learn more.
Secure Pause Button
Watch this video to see how to use the Secure Pause button when taking credit card information. *Note: Sound is required for this video.
CONTINUE
Understanding Genesys
Click through each element below in the Genesys Activity Window to learn more.
Understanding Genesys
Click through each element below in the Genesys Activity Window to learn more.
Status Menu
In order to follow schedule adherence, you will need to update your status in the status menu throughout the day. If you are scheduled to be On Queue & take calls, you will need to be "ON QUEUE" in order to receive any calls. You should only be in an "AVAILABLE" status when first logging in or out for the day.
NeXT
Understanding Genesys
Click through each element below in the Genesys Activity Window to learn more.
Status Menu
Below is the list of statues and substatues you will use on a daily basis, besides On Queue:
CONTINUE
Understanding Genesys
Click through each element below in the Genesys Activity Window to learn more.
Understanding Genesys
Click through each element below in the Genesys Activity Window to learn more.
Dropdown Menu/Flagged Calls
When selecting the dropdown menu in the activity window, the menu will expand to show the Flag icon. This is to be used if you are experiencing any audio issues, such as customers having trouble hearing you, or you hearing them. Flagging the call will assist in troubleshooting any audio issues with Genesys.
CONTINUE
Understanding Genesys
Click through each element below in the Genesys Activity Window to learn more.
Understanding Genesys
Click through each element below in the Genesys Activity Window to learn more.
Status Indicator
You will be able to check your status in the bottom of the activity window at any time. You can also click on the Clock icon to show how long you have been in your current status.
CONTINUE
03
Understanding
Salesforce Service Console
Salesforce Service Console
Watch the video here to see an overview of the Service Console before continuing.
CONTINUE
04
Understanding
Salesforce Case Creation
Salesforce Case Creation
A case will either be created or updated with every customer or store contact. Let's review how to create a new case, or locate an existing case using Case Customer Search.
CONTINUE
05
Understanding
Salesforce Case Management
Salesforce Case Management
Click through each element in a Salesforce case below to learn more.
Salesforce Case Management
Click through each element in a Salesforce case below to learn more.
Customer Information
You can view the customer information associated with a case at the top of the screen. You will also have the ability to edit the customer's email address and phone number by clicking the pencil icons. Be sure the customer is the correct one before editing any information here.
CONTINUE
Salesforce Case Management
Click through each element in a Salesforce case below to learn more.
Salesforce Case Management
Click through each element in a Salesforce case below to learn more.
Quick Action Buttons
Store Search
Store Search is a required field for each case. This is where you will indicate what store (whether Brick & Mortar or Online store) the case is associated with. Once the store is selected, it will display under Store Details in the middle section of the case.
Next
Salesforce Case Management
Click through each element in a Salesforce case below to learn more.
Quick Action Buttons
Hybris Lookup
Hybris Lookup is required when speaking with a customer who has an online order. Watch the video here about Hybris Lookup before continuing.
Next
Salesforce Case Management
Click through each element in a Salesforce case below to learn more.
Quick Action Buttons
Compensation
You can add compensation to a case through the Quick Action button by selecting the correct category combination. Keep in mind that some compensation still requires additional steps; ex. appeasements for Zale brands will still need to be processed in Hybris.
Next
Salesforce Case Management
Click through each element in a Salesforce case below to learn more.
Quick Action Buttons
Gift Card Balance
You can check a customer's gift card balance in a Salesforce case by entering the brand the gift card was activated for, as well as the gift card number.
Next
Salesforce Case Management
Click through each element in a Salesforce case below to learn more.
Quick Action Buttons
Job Aid
The Job Aid will bring up important contact information and phone numbers you will need, such as Radial and our credit providers.
Next
Salesforce Case Management
Click through each element in a Salesforce case below to learn more.
Quick Action Buttons
Repair Lookup
Repair Lookup will search our Repair systems for customer repair information. Keep in mind you will need the repair number to use this function as you cannot search for a repair with just customer information.
Next
Salesforce Case Management
Click through each element in a Salesforce case below to learn more.
Quick Action Buttons
Refund & Promo Lookup
When clicking on the icon to expand the Quick Action buttons, you will also find the Refund & Promo Lookup options. Refund Lookup will allow you to search for a Refund Check from a store after August 2020, & Promo Lookup will allow you to search for the validity & usage of a promo code.
continue
Salesforce Case Management
Click through each element in a Salesforce case below to learn more.
Salesforce Case Management
Click through each element in a Salesforce case below to learn more.
Case Details
On the left right side of the case you will see Case Details. The following fields will need to be completed in this area before closing a case:
- Case Origin - Resolution - Who Called - Complaint Type - Source of Complaint (if applicable)
continue
Salesforce Case Management
Click through each element in a Salesforce case below to learn more.
Salesforce Case Management
Click through each element in a Salesforce case below to learn more.
Case Disposition
Every case will need to be dispositioned before escalating or closing a case. You will choose the Category, Sub-Category & Sub-Category 2 that best fits your case before selecting the Action. You also have the option to Save as a draft before selecting an action, if more work is needed before determining what the action will be.
NEXT
Salesforce Case Management
Click through each element in a Salesforce case below to learn more.
Escalate to Supervisor
You will also have the option to use the "Escalate to Supervisor" button, which will add the case into the Supervisor Callback Queue. Keep in mind the case will need to still be dispositioned when doing this.
NEXT
Salesforce Case Management
Click through each element in a Salesforce case below to learn more.
Associate Case to Call
You will also want to make sure the while you are on your current call, you are utilizing the button above Case Disposition to Associate This Case to Last Call Task. You can either do this while on the current call, or during Wrap-Up after the call has ended. This will make it easier to locate a call in the future if needed.
NEXT
Salesforce Case Management
Click through each element in a Salesforce case below to learn more.
Salesforce Case Management
Click through each element in a Salesforce case below to learn more.
Case Comments
Case Comments are an extremely important part of a Salesforce Case and documentation. To add a new Case Comment, select the down arrow to add a New Comment. This will open a new tab under your case. You can begin entering comments, and click back to the case itself before saving the comments if needed. Remember to include all important information in Case Comments, following the WISH method: Who contacted us, Issue/concern, Steps taken/resolution, & Help provided.
NEXT
Salesforce Case Management
Click through each element in a Salesforce case below to learn more.
Knowledge
You can also access Knowledge articles directly in your case, by selecting 'Knowledge' next to the 'Related' tab in the case comments section. You can enter search terms here to locate related Knowledge articles to assist in researching a solution for your customer.
NEXT
Congratulations! You have completed the Salesforce/Genesys Overview.Remember, additional training materials and videos can be found in the Files of the Salesforce & Genesys Support Channels in the Customer Care Teams group.
Thanks!
Salesforce & Genesys Overview
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Transcript
Salesforce & Genesys Overview
Start
Objectives
Today, we will review all the basics and important points you need to know about Salesforce & Genesys. We will cover:
01
Logging In
Salesforce & Genesys
Logging In
Watch the video here to see the steps to logging into Salesforce & Genesys before continuing.
Quick Tips for Logging In
There are a few things to remember when logging in to avoid frequently-experienced issues.
02
Understanding
Genesys Features & Functions
Understanding Genesys
Click through each element below in the Genesys Activity Window to learn more.
Understanding Genesys
Click through each element below in the Genesys Activity Window to learn more.
Main Menu
This Hamburger Menu in the top left corner will open your Main Menu. Here are a few important items in the menu:
"Interactions" will show you a list of inbound, outbound and missed calls.
"New Interaction" is where you will go to make any outbound call.
"User Inbox" is where you will be able to find any voicemails, recent evaluations, or schedule changes.
CONTINUE
Understanding Genesys
Click through each element below in the Genesys Activity Window to learn more.
Understanding Genesys
Click through each element below in the Genesys Activity Window to learn more.
Pick Up Button
The Pick Up Button is used to answer incoming calls. However, note that a queued incoming call from a customer will answer automatically. This pick up button will be greyed out, unless someone is contacting you via your direct extension - only then will you have the option to pick up or not.
CONTINUE
Understanding Genesys
Click through each element below in the Genesys Activity Window to learn more.
Understanding Genesys
Click through each element below in the Genesys Activity Window to learn more.
Hold Button
The Hold Button is used to temporarily place a call on hold. Once this button is pressed while on an active call, it will turn red, which indicates the call is currently on hold, and the caller is listening to hold music. You have the ability to make other outbound calls while this call is holding. To take the call off hold, simply press the Hold button again, and it will turn white, indicating the call is live again.
CONTINUE
Understanding Genesys
Click through each element below in the Genesys Activity Window to learn more.
Understanding Genesys
Click through each element below in the Genesys Activity Window to learn more.
Mute Button
Similarly to the Hold Button, once selected, the Mute Button will turn red to indicate you are muted on the current call. Once you are ready to unmute, select the button again, and it will turn white indicating you are unmuted. This should not be used in place of the Hold Button.
CONTINUE
Understanding Genesys
Click through each element below in the Genesys Activity Window to learn more.
Understanding Genesys
Click through each element below in the Genesys Activity Window to learn more.
Transfer Button
Watch this video to see how to transfer a call before continuing. Remember, we always recommend using a Warm transfer to announce the call to the other party before completing the transfer. *Note: Sound is required for this video.
CONTINUE
Understanding Genesys
Click through each element below in the Genesys Activity Window to learn more.
Understanding Genesys
Click through each element below in the Genesys Activity Window to learn more.
Disconnect Button
Select this button to disconnect your call. Once the call is disconnected, your after call timer will show and begin to countdown. At the end of the timer, you will be back On Queue and available to take another call.
CONTINUE
Understanding Genesys
Click through each element below in the Genesys Activity Window to learn more.
Understanding Genesys
Click through each element below in the Genesys Activity Window to learn more.
Dialpad (DTMF) Button
The Dialpad button is used when you are making an outbound call the requires you to get through an IVR menu. For example, if you are calling a credit provider, and it asks you press 1 to get to a representative. You will be able to select the Dialpad button, and choose the correct number to get through the automated menu.
CONTINUE
Understanding Genesys
Click through each element below in the Genesys Activity Window to learn more.
Understanding Genesys
Click through each element below in the Genesys Activity Window to learn more.
Secure Pause Button
Watch this video to see how to use the Secure Pause button when taking credit card information. *Note: Sound is required for this video.
CONTINUE
Understanding Genesys
Click through each element below in the Genesys Activity Window to learn more.
Understanding Genesys
Click through each element below in the Genesys Activity Window to learn more.
Status Menu
In order to follow schedule adherence, you will need to update your status in the status menu throughout the day. If you are scheduled to be On Queue & take calls, you will need to be "ON QUEUE" in order to receive any calls. You should only be in an "AVAILABLE" status when first logging in or out for the day.
NeXT
Understanding Genesys
Click through each element below in the Genesys Activity Window to learn more.
Status Menu
Below is the list of statues and substatues you will use on a daily basis, besides On Queue:
CONTINUE
Understanding Genesys
Click through each element below in the Genesys Activity Window to learn more.
Understanding Genesys
Click through each element below in the Genesys Activity Window to learn more.
Dropdown Menu/Flagged Calls
When selecting the dropdown menu in the activity window, the menu will expand to show the Flag icon. This is to be used if you are experiencing any audio issues, such as customers having trouble hearing you, or you hearing them. Flagging the call will assist in troubleshooting any audio issues with Genesys.
CONTINUE
Understanding Genesys
Click through each element below in the Genesys Activity Window to learn more.
Understanding Genesys
Click through each element below in the Genesys Activity Window to learn more.
Status Indicator
You will be able to check your status in the bottom of the activity window at any time. You can also click on the Clock icon to show how long you have been in your current status.
CONTINUE
03
Understanding
Salesforce Service Console
Salesforce Service Console
Watch the video here to see an overview of the Service Console before continuing.
CONTINUE
04
Understanding
Salesforce Case Creation
Salesforce Case Creation
A case will either be created or updated with every customer or store contact. Let's review how to create a new case, or locate an existing case using Case Customer Search.
CONTINUE
05
Understanding
Salesforce Case Management
Salesforce Case Management
Click through each element in a Salesforce case below to learn more.
Salesforce Case Management
Click through each element in a Salesforce case below to learn more.
Customer Information
You can view the customer information associated with a case at the top of the screen. You will also have the ability to edit the customer's email address and phone number by clicking the pencil icons. Be sure the customer is the correct one before editing any information here.
CONTINUE
Salesforce Case Management
Click through each element in a Salesforce case below to learn more.
Salesforce Case Management
Click through each element in a Salesforce case below to learn more.
Quick Action Buttons
Store Search
Store Search is a required field for each case. This is where you will indicate what store (whether Brick & Mortar or Online store) the case is associated with. Once the store is selected, it will display under Store Details in the middle section of the case.
Next
Salesforce Case Management
Click through each element in a Salesforce case below to learn more.
Quick Action Buttons
Hybris Lookup
Hybris Lookup is required when speaking with a customer who has an online order. Watch the video here about Hybris Lookup before continuing.
Next
Salesforce Case Management
Click through each element in a Salesforce case below to learn more.
Quick Action Buttons
Compensation
You can add compensation to a case through the Quick Action button by selecting the correct category combination. Keep in mind that some compensation still requires additional steps; ex. appeasements for Zale brands will still need to be processed in Hybris.
Next
Salesforce Case Management
Click through each element in a Salesforce case below to learn more.
Quick Action Buttons
Gift Card Balance
You can check a customer's gift card balance in a Salesforce case by entering the brand the gift card was activated for, as well as the gift card number.
Next
Salesforce Case Management
Click through each element in a Salesforce case below to learn more.
Quick Action Buttons
Job Aid
The Job Aid will bring up important contact information and phone numbers you will need, such as Radial and our credit providers.
Next
Salesforce Case Management
Click through each element in a Salesforce case below to learn more.
Quick Action Buttons
Repair Lookup
Repair Lookup will search our Repair systems for customer repair information. Keep in mind you will need the repair number to use this function as you cannot search for a repair with just customer information.
Next
Salesforce Case Management
Click through each element in a Salesforce case below to learn more.
Quick Action Buttons
Refund & Promo Lookup
When clicking on the icon to expand the Quick Action buttons, you will also find the Refund & Promo Lookup options. Refund Lookup will allow you to search for a Refund Check from a store after August 2020, & Promo Lookup will allow you to search for the validity & usage of a promo code.
continue
Salesforce Case Management
Click through each element in a Salesforce case below to learn more.
Salesforce Case Management
Click through each element in a Salesforce case below to learn more.
Case Details
On the left right side of the case you will see Case Details. The following fields will need to be completed in this area before closing a case:
- Case Origin - Resolution - Who Called - Complaint Type - Source of Complaint (if applicable)
continue
Salesforce Case Management
Click through each element in a Salesforce case below to learn more.
Salesforce Case Management
Click through each element in a Salesforce case below to learn more.
Case Disposition
Every case will need to be dispositioned before escalating or closing a case. You will choose the Category, Sub-Category & Sub-Category 2 that best fits your case before selecting the Action. You also have the option to Save as a draft before selecting an action, if more work is needed before determining what the action will be.
NEXT
Salesforce Case Management
Click through each element in a Salesforce case below to learn more.
Escalate to Supervisor
You will also have the option to use the "Escalate to Supervisor" button, which will add the case into the Supervisor Callback Queue. Keep in mind the case will need to still be dispositioned when doing this.
NEXT
Salesforce Case Management
Click through each element in a Salesforce case below to learn more.
Associate Case to Call
You will also want to make sure the while you are on your current call, you are utilizing the button above Case Disposition to Associate This Case to Last Call Task. You can either do this while on the current call, or during Wrap-Up after the call has ended. This will make it easier to locate a call in the future if needed.
NEXT
Salesforce Case Management
Click through each element in a Salesforce case below to learn more.
Salesforce Case Management
Click through each element in a Salesforce case below to learn more.
Case Comments
Case Comments are an extremely important part of a Salesforce Case and documentation. To add a new Case Comment, select the down arrow to add a New Comment. This will open a new tab under your case. You can begin entering comments, and click back to the case itself before saving the comments if needed. Remember to include all important information in Case Comments, following the WISH method: Who contacted us, Issue/concern, Steps taken/resolution, & Help provided.
NEXT
Salesforce Case Management
Click through each element in a Salesforce case below to learn more.
Knowledge
You can also access Knowledge articles directly in your case, by selecting 'Knowledge' next to the 'Related' tab in the case comments section. You can enter search terms here to locate related Knowledge articles to assist in researching a solution for your customer.
NEXT
Congratulations! You have completed the Salesforce/Genesys Overview.Remember, additional training materials and videos can be found in the Files of the Salesforce & Genesys Support Channels in the Customer Care Teams group.
Thanks!