Lead a thriving service team
Posted: Sun May 25, 2025 7:15 am
An excellent contact center has not only the right mix of channels and tools, but a strong, tech-savvy service team. Build your skillset for leading a productive and diverse team on Trailhead, Salesforce’s free online learning platform.
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Trailmix
Service Leader
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Finally, before you automate, it’s vital to know what data is needed to start, orchestrate, and complete a workflow. You also need to know where that data resides and how it will be accessed, shared, and updated. This is especially important when a process is spanning multiple departments and systems, which is often the case.
As an example, consider a service request related to a broken afghanistan phone number list refrigerator. The service rep will first need to know the customer’s warranty status. If the refrigerator needs to be replaced, data on where to send it will need to be shared with an external shipping department. If it’s a repair, data will need to be shared with the parts supplier and the repair service, and so on. When mapping your process, think about how various sources of customer service analytics contribute to driving it from one step to the next.
What systems hold critical data? How will the process access and apply that data? Do users really need access to the data? For example, if subscription and renewal data is housed in a contract management solution, is there a way for your automation to capture relevant information and move on to the next step without exposing data to a user?
Tap into knowledge
+3500 points
Trailmix
Service Leader
Learn the ways of this trail.
Finally, before you automate, it’s vital to know what data is needed to start, orchestrate, and complete a workflow. You also need to know where that data resides and how it will be accessed, shared, and updated. This is especially important when a process is spanning multiple departments and systems, which is often the case.
As an example, consider a service request related to a broken afghanistan phone number list refrigerator. The service rep will first need to know the customer’s warranty status. If the refrigerator needs to be replaced, data on where to send it will need to be shared with an external shipping department. If it’s a repair, data will need to be shared with the parts supplier and the repair service, and so on. When mapping your process, think about how various sources of customer service analytics contribute to driving it from one step to the next.
What systems hold critical data? How will the process access and apply that data? Do users really need access to the data? For example, if subscription and renewal data is housed in a contract management solution, is there a way for your automation to capture relevant information and move on to the next step without exposing data to a user?