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Salesforce: Service Recovery Configuration
Salesforce: Service Recovery Configuration
Updated over 10 months ago

Salesforce Managed Package: Service Recovery

For a refresher on how the service recovery process work, please review Service Recovery Workflow

Before you Begin

This guide should be used after installation and configuration of Agent Connect Salesforce Managed Package 1.68. Please refer to the Installation Guide regarding any initial configuration questions.

Note:Salesforce Managed Package 1.68 has the capability to send service recovery surveys linked to multiple Agent Connect Instances. The API Key set during configuration of the managed package is automatically populated based on the correlating instance of the original Agent Connect Feedback Request.

The utilization of Service Recovery requires that the Managed Package must be set to Production with Data Return enabled. You can review your setup by selecting the Agent Connect Configuration tab. The API secret key should be stored as part of the saved API Keys and Data Return should be switched to Enabled - v2.

There are a few custom fields that will need to be created on your base object. In order to process the Service Recovery request, we need to identify a service recovery case, have the initial request ID and a second custom datetime field. These will need to be stored on your base object Case.

These fields do not need to be accessible by the team members or team leaders who might be working the service recovery tickets. You can set the field-level and security accordingly.

Initial Request ID is a field that is installed with your package for the case object. This is a text field that holds the original request ID of the Agent Connect Survey and is returned to Salesforce with the Survey Response. Should you be using another base object, you will need to create a custom field for Initial Request ID.

Create a DateTime field called Send Agent Connect Service Recovery request at. This will be a second DateTime field separate from the one that you have created for the Initial Feedback which will indicate when a record is eligible for triggering a Service Recovery Survey.

Considerations for using “non-case” objects in Salesforce:

You will need to create a lookup field that looks up to Agent Connect Responses in order for the managed package to run for Service Recovery. In the Flow below, you will substitute this object for Case in your flow mapping.

Step 1: Configure Flow to Create Service Recovery Cases

Create a Flow process to open Service Recovery cases when negative feedback is received. The Flow created should contain the criteria for when to create a Service Recovery Case to perform a secondary outreach to a customer based on negative feedback from the initial Feedback Survey.

  1. Enter ‘Flow’ in the Quick Find Box and select New Flow

  2. When Flow Builder loads, select Record-Triggered Flow

  3. In the Object selection drop-down search for and select Agent Connect Response

  4. Set the Entry Conditions based on your desired criteria for when a Service Recovery Case should be created. In this example the condition is set when the Star Rating question from the Feedback Survey receives a response value Less Than or Equal to 3 indicating a negative CSAT score. The Flow criteria should be customized as needed to use the fields and conditions needed by your organization.

  5. Select to Optimize the Flow for Actions and Related Records since this Flow will create a new Case (or other object)

6. Save the Flow and provide a Flow Label, Flow API Name, and optional Description.
​

Suggested Flow Label & Description:

  • Flow Label: Create Service Recovery Case

  • Description: This will automatically create a case when negative feedback is received from Agent Connect

Next, add a ‘Create Records’ element to the Flow to create the new Service Recovery Case.

  1. Set the label to Create Service Recovery Case

  2. How Many Records to Create: One

  3. How to Set the Record Fields: Use separate resources, and literal values

  4. Create a Record of this Object: Case

Note: The following Field Values are possible suggestions but modifications and customizations may be necessary if your organization uses different fields

  • Status: New

  • Subject: Service Recovery Case

  • Owner ID: Field reference OR user : map to a user or group
    ​(This should be the owner or group responsible for Service Recovery. It should never be a hard coded value as this will fail if that individual loses access to the Salesforce instance)

  • Contact ID: Field reference : map to contact ID of original request

  • Initial Request ID: Field reference: map to Request ID

  • Origin: Case Origin, relates to channel seen in Agent Connect Platform

  • Send Agent Connect Service Recovery Date Time Field: Blank Field to be populated when Case is Closed

  • Description: For the description field it is best to use a formula.
    "Case: " & {!$Record.StellaConnect__Stella_Connect_Request__c.StellaConnect__Case_Lookup__c.CaseNumber} & " received a star rating of: "& Text({!$Record.StellaConnect__Star_Rating__c}) & " with the following comments: " & {!$Record.StellaConnect__Comments__c

  • [Optional] Add any other fields such as Brand or Language

5. Save and Activate!

Step 2: Configure the Flow to Trigger Service Recovery Requests

During installation, the app created a custom object called “Agent Connect Responses.” If you are using a different base object than the object you have chosen for the Initial Feedback Request, you will need to create an additional lookup field on the Agent Connect Request object that looks up to the base object.

Create another workflow which will populate the previously created DateTime field, Send Agent Connect Service Recovery based on actions that your team members complete on the base object.

Example: If you would like to make Service Recovery Cases eligible for surveys as soon as they are Closed, your Flow would populate the custom DateTime field with the time that the Case was Closed.

  1. Create New Flow

  2. Next, configure the logic for how the flow is triggered

Flows should be customized as needed to use the fields and conditions needed by your organization.

3. Select Object: Case

4. Configure Trigger: A record is updated

5. Set Entry Conditions: All Conditions Are Met (AND):

  • Status Equals Closed

  • Request Type Equals Service Recovery

6. When to Run the Flow for Updated Records: Only When a record is updated to meet the condition requirements

7. Optimize the Flow for: Fast Field Updates

8. Add an Element to Update the Record to set the Field Values for the formerly created Send Agent Connect Service Recovery date/time field to populate the Current Date/Time.

Step 3: Service Recovery Field Mappings

We will continue the Service Recovery tab of the Agent Connect Configuration page. The Service Recovery field mapping will tell the application where to find the appropriate piece of information required to send a Service Recovery request.

Here you will identify the base object that you have just set up and determine the field mapping for the following fields:

  • [Required] Employee Email or Employee ID (must match a valid and active profile in Agent Connect)

  • [Required] Initial Feedback Request ID

  • [Required] Agent Connect Service Recovery Eligible Custom Field

  • [Optional] Do Not Send

  • [Optional] Tags

Save your field mapping using the Save Recovery Configuration button in the lower left hand corner when you are done.

Step 4: Moving to Production

Once the Flows outlined earlier have been configured and the field mapping is complete you are ready to move your integration to production!

Ensure that the Service Recovery Survey has been configured as desired and published within Agent Connect.

Go to the Service Recovery tab of the Agent Connect Configuration page and set the Auto-triggering status for each mapped object to Production.

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