SF - Taking It to the Next Level

TAKING IT TO THE NEXT LEVEL

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In this module, we will discuss...

Customer Account & Clienteling

Objectives

Reviewing an Existing Case

C3 Search

Chatter

Internal Support

Taking It to the Next Level

Customer Account & Clienteling Features

In our previous Salesforce modules, we've made mention of Customer Accounts. For our next topic, we will work to understand the purpose of Customer Accounts, and how you'll utilize them in your interactions with your customers. In this first section of our module, we will work our way through an example customer account and introduce each of the sections that make up a customer account, as it is established in the Clienteling system. The purpose of the Clienteling system is to capture our customers experiences in store and virtually, and allows our store team members to create documentation around those experiences, just like we do in Salesforce.

The Customer Account brings Clienteling directly into Salesforce, and gives us access to a wealth of information on our customers to help take their experiences with us to the next level. Much like with other areas of Salesforce, there will be certain sections of the Customer Account that we will utilize and some we will not. With that, let's transition into our example Customer Account!

Meet customer Cynthia Andrade! Cynthia is a loyal Kay and Jared customer. Let's get to know her a little better through her Customer Account. Click next to continue.

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To access a customer account, best practice will be to access directly from a customer's case. To do so, simply click on the customer's name within the case. Click the blue text 'Cynthia Andrade' to continue.

Welcome to the Customer Account! Notice that this has opened for us in a new tab, giving us the option of navigating back and forth between the case information and the customer account, should we need to. Next let's take a closer look at the different areas of the customer account. Remember, we will only be focusing on the portions we will need.

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1. Cases

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Cases

Opening again as a new tab, you will now see entries for every case created that is associated with this customer account. These search results will mirror what you saw when searching the customer through the 'Case Customer Search' object type, and is another way to view the customer's case history, should you need to.

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2. Notes

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Notes

The Notes section of a Customer Account captures and summarizes entries related to the customer's experiences with us. Please keep in mind that our Case Comments will not be captured here. Generally the note entries will represent documentation entered by a field team member in store, or communications between the C3 and the store.

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3. Jewelry Box

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Jewelry Box

The Jewelry Box portion of the account will reflect purchases made by the customer, and added to this section by a store team member. Please keep in mind, purchases that have not been added, will not be shown here. The most common instance that you will use the Jewelry Box is to review inspection records associated with our warranty.

Click here to view a quick note about warranties!

Jewelry Box

We will get into warranties a lot more later in training, but as a quick note, items protected under our Lifetime Diamond and Gemstone Guarantee are required to have documented inspections completed every 6 months.

The Jewelry Box portion of the account will reflect purchases made by the customer, and added to this section by a store team member. Please keep in mind, purchases that have not been added, will not be shown here. The most common instance that you will use the Jewelry Box is to review inspection records associated with our warranty.

Click here to view a quick note about warranties!

Jewelry Box

When a store team member completes an inspection, it creates an entry in the Jewelry Box. For our purposes, we may need to review or confirm that an inspection was completed, when assisting our customers. Let's take a closer look at how to navigate to an inspection record from the Customer Account Jewelry Box. Click the purchase circled above to continue.

Jewelry Box

Once you have clicked on the purchase you wish to review, a new tab will open. The first details we will be shown are the purchase details including when the item was purchased, and what it is. From here we will need to scroll to the bottom of the page, to access any related warranties to the purchase. Click on the scroll bar area of the page to scroll.

Jewelry Box

On the very bottom portion of this tab, you will see any related warranties. As a rule of thumb, if a warranty was issued, or purchased here, it will be listed. If there are no warranties listed, none will be available for view. Click on the plan name for the Lifetime Diamond and Gemstone Guarantee shown on the screen to continue.

Jewelry Box

This tab will bring us to the inspection records. Every inspection entry on this purchase will be listed here in chronological order. On the top portion of the tab, you will see the 'Next Inspection Date' captured. For this customer example, we see that the next inspection will be due on the item in May 2024. Locate the 'Next Inspection Date' on the screen and then click the scroll bar to continue.

Jewelry Box

At the bottom of this tab, you will find each inspection entry in chronological order. Remember we require these every 6-months, so depending on the age of the item and how often the customer is having their inspections completed, you may find many, a few, or no inspection records here. Click on the last (or most recent) entry in the list to continue.

Jewelry Box

For our final tab, we now have all the details related to the customer's inspection. Most of the details we need will be captured on the right hand side of the screen. Let's look at those details a little closer.

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Jewelry Box

Helpful information captured here include the date the inspection was completed, the store location number where the inspection was completed, the condition of the merchandise at the time of inspection (does or does not need to be serviced), and the name of the associate who completed the inspection. Please locate each of these details in the example on the right hand side of your screen and then click next to continue.

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Jewelry Box

One other important call out on this screen is the Email Resend option. This will allow you to resend the inspection receipt to the customer, should they request it. Simply click the edit pencil, check the Email Resend box, and Save.

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Taking It to the Next Level

Reviewing an Existing Case

For our next section, we will work to familiarize ourselves with reviewing an existing case. This will be an important component of our research process to help us understand previous interactions we have had with a customer. While the circumstances will vary depending on the customer's concern, it's important that we are familiar with each of the various sections that may be utilized. Let's take some time exploring an example case that utilizes each of these sections.

1. Captured Case Disposition

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Captured Case Disposition

The first section we will review is the Case Disposition. Here you will find the selections entered by the previous team member, based on their interaction with the customer. It is important that we are in the habit of reviewing the previously entered selection, and determining if a new disposition should be added. This may be necessary due to a change in the customer's concern. For example, a previous disposition was entered as 'Answered Questions' for the Action field, but now we need to disposition the case to escalate. In many instances, you may not need to create a new disposition entry, but we want to mindful that we're taking advantage of the opportunity to check this section for accuracy.

Captured Case Disposition

To review the previously entered disposition in its entirety, simply select and move the scroll bar to the right. This line will capture all components of the disposition, as well as any additional details. Please also remember that a previously entered disposition cannot be removed. We only have the option of entering an additional disposition when needed. In addition, if a case you are reviewing has already been dispositioned to escalate, there is no need to disposition to escalate again.

2. Activity History

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Activity History

We will utilize the 'Activity History' field to review any email communication that may have previously been sent to the customer by a member of the C3 team. This will be helpful in instances where a customer may call in and reference the communication to you. By simply clicking the 'Email' link shown in blue, you will now be able to read the email in it's entirety.

Activity History

Once you have selected the link, note that a new tab will open with the email. Once you have reviewed the email for the information you need, you may close this tab to return to the original case view by clicking the 'X' on the tab pictured above.

3. Existing Case Comments

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Existing Case Comments

The 'Case Comments' section will be an important component of our review process. It is worth noting that you may find only one, or several entries here, depending on how many times the customer has contacted us related to their concern. Note, that your initial 'Case Comments' view will capture the three most recent comments added to the case. To view all comments, click the 'View All' option at the bottom of the field.

Existing Case Comments

Next, a new tab will open with the entire comment history for the case. Here you will find who entered the comment, the date it was entered, as well as the comment itself. Your initial view for this screen may need a quick change as well. To see the entire case comment, navigate to the drop down arrow indicated in this example, and be sure the 'Wrap Text' option is check marked. This action will update your screen view.

4. Case History

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Case History

In the 'Case History' section you will find captures for details added to the case as it is created for the first time, or for any updates made to the case up to the point that it is resolved and closed.

5. Case Compensation

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Case Compensation

The 'Case Compensation' section will capture any compensation that was previously issued to the customer. This will be important to check and consider, anytime we are working through an ongoing issue or concern with a customer. Before issuing compensation, we would want to confirm if the customer has already been compensated or not. Your initial view here will not capture specific details related to how much, or in what way the customer was compensated; however, we can select the noted compensation ID for more details.

Case Compensation

Once the compensation ID is selected, a new tab will open. Here we are able to see how the customer was compensated (ex: promo code, or gift card), and the amount of compensation extended. Note that the available fields of information will vary, depending on how the customer was compensated. For this example we see that the customer was issued a promo code, and the exact code is captured in the 'Promo Code Details' section.

6. Chat Transcripts

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Chat Transcripts

The 'Chat Transcripts' section can be utilized to allow us to review prior communication we've had with a customer over chat. This will provide you with the benefit of quickly capturing any details of a customer's concern that they previously shared with us, as well as any information, promises, or feedback that a Signet team member provided to the customer. To access the chat, select the captured chat transcript ID.

Chat Transcripts

After selecting the chat transcript ID, a new tab will open. The chat will appear in order, from beginning to end. Depending on the length of the conversation, you may need to scroll to review the entire conversation.

7. Hybris Orders

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Hybris Orders

The 'Hybris Orders' section of the case will capture any online order order previously associate with the case via the 'Hybris Lookup' quick link. By selecting the order id number, you may review the order in greater detail.

Hybris Orders

After selecting the order ID number, a new tab will open with the same order details visible through the 'Hybris Lookup' quick link.

8. Files

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Files

The 'Files' section of a case may be utilized as a source of documentation for images obtained through research by a C3 team member, or images received from a customer. Examples of this include: delivery confirmation images from UPS and pictures of receipts or other paperwork. To access the image itself, you may select the screenshot ID.

Files

Once the image has opened, you will be able to view the document as it was saved. To exit the image, simply click the small 'x' to the far right of the screenshot ID at the top of the page.

Taking It to the Next Level

Chatter

The next section of Salesforce we will explore is the Chatter section within a case. This feature allows us to send email communication directly from our case. It also captures any emails sent in response to a communication sent from a C3 team member. As a matter of policy, any email communication sent to a customer must be done through Salesforce for tracking and record retention purposes.

To access Chatter within the case, we will navigate to the center pane and select 'Chatter' as seen on the screen.

You will see that within the Chatter feature, there are several different sub features including email. Click 'Email' in the sub header to continue.

You will find the layout for the Chatter Email feature to be very standard. Let's take a closer look at each of the fields that make up this section.

The first section will include the 'From', 'To' and 'Bcc' fields. Salesforce is designed to prefill these fields for you.

The 'From' field will default to the Customer-Cases email address. Note that this email address is sourced from a drop down list. For our interactions, we will use only one of two email addresses from this list. The 'Customer-Cases' email address shown above should be used when we are emailing and anticipating a response. The 'No Reply' email address shown below should be used when we are emailing and do not anticipate the need for an email response.

The 'To' field will prefill with the email address from the Customer Account, if one has been added. Best practice will be to confirm the email address the customer wishes to be contacted at. The 'Bcc' will prefill with your Signet email address, for confirmation purposes.

The 'Subject' field should be utilized to call out the related brand name and a quick description of the reason for the email. For example, if we were sending a Kay customer a copy of their sales slip an appropriate subject would be 'Kay Jewelers Sales Slip'.

The Chatter section will also provide space for you to compose your email, including options to personalize the text and prefill a response using a template. As a general rule, the default font style and size should be used. To access the available templates, click the template icon in the bottom left hand corner of the screen as you see indicated in the example.

The templates feature is designed to be personalized to you, and will remember and save templates as you use them. When first accessing, there will not be any templates available for view. Click 'Insert a template' to view the complete list of available templates.

When first accessing the list, review the indicator selected for the Templates field. Be sure that this is set to 'All Lightning Templates'. If you should see a different indicator, select the drop down arrow to change. To add a template to the body of the email, simply click and select the template you wish to use.

Once you have selected the appropriate template, it will automatically be added to the body of the email. From here, we will need to personalize the email to our specific customer. Templates should always be reviewed and completed thoroughly before sending to a recipient. Once the email is complete, click 'Send'.

When emails are sent and received from the Chatter feature, they will be tracked and available for view in the Activity History. Please note, that you will also receive notifications to your Outlook inbox alerting you to the emails.

Taking It to the Next Level

Internal Support

In instances where you have used every available resource of support, and you are still in need of assistance with resolving your customer's concern, you will reach out to Internal Support for assistance. The Internal Support feature in Salesforce creates a direct line of communication between our team members and the C3 leadership team.

To access Internal Support, you will navigate to to the App Launcher in the upper left hand corner of the Salesforce window.

From the Apps list, select Internal Support.

Once you have selected the Internal Support App, a new window will open. This will allow you to open Internal Support one time at the start of your day, and then leave the window open to return to when needed.

To begin a chat, select the 'Chat With An Expert' option.

Before you are connected to a member of the leadership team, you will need to specify details related to your inquiry. You will notice that the form will prefill some of these details for you; including your first and last name and email address. The first field we will need to complete is the 'Area' field. Click the 'Area' drop down to continue.

The 'Area' field will help us connect to the appropriate area of the leadership team. Much of what drives this is the nature of our inquiry. For example, we will utilize the 'Phone' team option for most inquiry types and this will connect us directly to a member of the phone leadership team. The 'Training' option will be used only during our time in new hire training. The 'Tracer Review' option will be utilized only for certain E-Commerce related concerns, and will connect us directly to the E-Commerce team. We will talk more about this E-Commerce concern type in a future module. Select 'Training' to continue.

Our next option will be to specify the 'Chat Brand'. This will help us distinguish if we are chatting in reference to a 'KJO' (Akron brand) concern, or a ZPP (Dallas Brand) concern. You will make the appropriate selection, depending on where your customer shops. For this example, select 'KJO' to continue.

The additional fields are optional, but should be utilized appropriately at all times. For example, if you are chatting in with a question related to an online order, treat the 'Order Number' field as required. We should always be in possession of the customer's order number (either through research, or acquiring it from the customer), before we initiate a chat through Internal Support. For the 'Associated Case #' field, we should submit the case number when and if we have it. Remember, the case number will not generate in Salesforce, until you have saved some component of your case selections while building the case.

Once you are connected to a member of the leadership team, their name will appear in the upper left hand corner of the chat window. Feel free to greet the leadership team member and then be prepared to let them know why you have initiated the chat. Your questions should be direct and specific. Let them know what support it is you are needing, so they can help you as efficiently as possible.

The response you receive may come in different forms and will vary depending on the type of support you need. For example they may respond with suggestions for how to respond to the customer. Or like in the example we see on this slide, they may refer you to a knowledge article within Salesforce that confirms your answer. They may also respond with questions about your customers concern in an attempt to better understand the scenario before they respond to you.

Once you have received your answer, you are free to thank the leadership member and close out the chat.

Another feature within Internal Support is the Knowledge search field. This field is an alternative search option to the 'Knowledge' section of a case within Salesforce, but directs you to the same end result of related articles. Let's perform a search to see this tool in action.

This search field functions just like any other search engine. You may search by either keywords or specific questions, and related articles will be returned, depending on your search criteria. Using the example 'BOPIS' as our search criteria we can see right away that the system is returning related articles as we are entering our key word. Click the search button to view all results.

Once we have completed our search, a list of articles will be available for your review. You may select any of the blue text for the article titles, and then be directed to that specific article to view in its entirety.

Taking It to the Next Level

C3 Search

For our final section of this module we will review the 'C3 Search' object type. This object will serve as a research tool for any Dallas brand purchase made in store, or online. Details found via this object type include purchase details from when the customer purchased, to what they purchased and how much they paid for the item. This object type is uniquely composed of a primary search tab and then 3 supporting tabs where you will view your search results.

To access C3 Search, select the Object dropdown menu at the top of the case.

Select C3 Search from the Menu.

Your initial view in 'C3 Search' is the search tab. As we mentioned, the additional tabs here will show your search results. Each of the additional tabs represents a Dallas brand application that retains customer records. The 'Customer Search' application holds all purchase records. The 'Epiphany' application is a program that once was used to track customer interactions and can also be used to locate purchase records. The 'Smartlook' application holds warranty details, including Lifetime Diamond Commitment (Diamond Bond) numbers that identify and confirm the coverage.

To utilize the search tab in C3 search, you will complete separate searches for each application. A great design feature within this object type is that as you are entering your search criteria in the Customer Search fields, it will automatically prefill into the Epiphany and Smartlook fields for you. To complete the search within each application, we will need to select each corresponding 'Search' button within the respective application search fields. Let's see this in action. Click the 'First Name' field in the Customer Search section to continue.

Notice that after filling in our customer's first and last name in the Customer Search section, those details automatically fill in the Epiphany and Smartlook sections, as well. To completed the search, click on each of the applications 'Search' buttons. Click all three of the 'Search' fields to continue.

Notice that after filling in our customer's first and last name in the Customer Search section, those details automatically fill in the Epiphany and Smartlook sections, as well. To completed the search, click on each of the applications 'Search' buttons. Click all three of the 'Search' fields to continue.

Notice that after filling in our customer's first and last name in the Customer Search section, those details automatically fill in the Epiphany and Smartlook sections, as well. To completed the search, click on each of the applications 'Search' buttons. Click all three of the 'Search' fields to continue.

Once you have click the 'Search' field(s), a green message will appear at the top of the page confirming that your search is now in process. Once the system has returned related results based on your search criteria, the results will appear in each respective tab. Please note, it may take some time for the returned results to appear. Let's continue our exploration by reviewing the results in the 'Customer Search Results' tab.

On the 'Customer Search Results' tab, our initial view show any customer with information matching our search critia. Remember that for this example, we searched by first and last name only. This creates the opportunity for variables of information to not match, including address, phone number or email address. At this point of the process, we will want to review the provided customer information and determine which of the returned results may be our customers. Think of these as the customer's profile.

To further review each customer profile, we will click the corresponding 'Customer Id'. Click the first 'Customer Id' (blue text) to continue.

Once you have selected the customer id, any related purchase will appear on the bottom half of the screen. From our initial view we can see details including the purchase date, purchased sku, and identifying store number where the purchase was made. To view each transaction in greater detail, we will access via the 'Transaction Id' (blue text). Click the first transaction ID to continue.

From the 'Transaction Details' window we can view all of the components of the customer's purchase. Note the purchase date, Sku number, and Sku description as you review the page. Once you have finished reviewing the results, click the gray 'X' to close the window.

To review the Epiphany search results, we can select the 'Epiphany Search Results' tab. Similar to the Customer Search Results, your initial search results will return customer id information. To view the available transaction details within Epiphany, click the Customer Id number.

Our next view provides a snapshot of the related transactions. This customer is a great example of how these applications can sometimes return different results. Note that while our search criteria was the same, and we are accessing the same customer profile through each application's search results, one transaction is missing from the returned results in the Epiphany application. It is for this reason that we should always be prepared to search in all three applications, for the most accurate search results.

On the 'Smartlook Search Results' tab, we will see results for any transaction that was issued a Lifetime Diamond Commitment, or Diamond Bond as it is also known. Remember that this section will help us to confirm that a warranty was issued on the item. We will review warranties in much greater detail later in training.

You should now be able to...

Customer Account & Clienteling

Conclusion

Reviewing an Existing Case

C3 Search

Chatter

Internal Support

You may now exit this module.