5 Things to Avoid When Implementing Service Cloud

5 THINGS TO AVOID WHEN IMPLEMENTING SERVICE CLOUD

Implementing new solutions carries with it a number of challenges. Knowing these challenges beforehand is necessary to a successful implementation and in the end the benefits gained from the new solution far outweigh the potential pitfalls along the way.

Thus, here is a list of 5 things we think you should be aware of before you setup Service Cloud.

► 1. When setting up case record types for different support teams, make sure you don't overwhelm the users with having too many options to choose from.

Leave only the record type that the user needs. This change can be made at the Profile level.

► 2. Make sure that you correctly specify how the case should be routed and which queues they should go to.

► 3. Make sure that Email-to-Case works well as it could get stuck in a loop and create more than 1000 new cases because of a bounce back email or an Out of the Office auto notification email.

This can be avoided by modifying configuration settings to not utilize the Routing Address. Moreover, you need to setup their Outlook filters to re-route incoming bounced back or Out of the Office emails to a different folder other than your inbox. This way they do not hit the Email To Case Routing address. Your IT would be able to help you set this up. This is the easiest way to prevent the loop from occurring in the first place.

►  4. Make sure you know that the creation of Salesforce Cases from JIRA following the Case Assignment Rule is currently not supported.

► 5. Lightning Console can become unresponsive after clicking a lighting button which uses WorkspaceAPI openTab().

The workaround is not available yet for this issue but the release is in progress (Winter '19 Patch 16.4)

As you can see there are a number of potential hazards along the way, but being aware of these is already part of the solution and a guarantee of a successfully realized implementation.