Salesforce Service Cloud Third Edition
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About this ebook
What management system can we use to leverage the Salesforce Service Cloud experience, ideas, and concerns of the people closest to the work to be done? Which individuals, teams or departments will be involved in Salesforce Service Cloud? What may be the consequences for the performance of an organization if all stakeholders are not consulted regarding Salesforce Service Cloud? Design Thinking: Integrating Innovation, Salesforce Service Cloud Experience, and Brand Value Explorations of the frontiers of Salesforce Service Cloud will help you build influence, improve Salesforce Service Cloud, optimize decision making, and sustain change
Defining, designing, creating, and implementing a process to solve a challenge or meet an objective is the most valuable role… In EVERY group, company, organization and department.
Unless you are talking a one-time, single-use project, there should be a process. Whether that process is managed and implemented by humans, AI, or a combination of the two, it needs to be designed by someone with a complex enough perspective to ask the right questions. Someone capable of asking the right questions and step back and say, 'What are we really trying to accomplish here? And is there a different way to look at it?'
This Self-Assessment empowers people to do just that - whether their title is entrepreneur, manager, consultant, (Vice-)President, CxO etc... - they are the people who rule the future. They are the person who asks the right questions to make Salesforce Service Cloud investments work better.
This Salesforce Service Cloud All-Inclusive Self-Assessment enables You to be that person.
All the tools you need to an in-depth Salesforce Service Cloud Self-Assessment. Featuring 676 new and updated case-based questions, organized into seven core areas of process design, this Self-Assessment will help you identify areas in which Salesforce Service Cloud improvements can be made.
In using the questions you will be better able to:
- diagnose Salesforce Service Cloud projects, initiatives, organizations, businesses and processes using accepted diagnostic standards and practices
- implement evidence-based best practice strategies aligned with overall goals
- integrate recent advances in Salesforce Service Cloud and process design strategies into practice according to best practice guidelines
Using a Self-Assessment tool known as the Salesforce Service Cloud Scorecard, you will develop a clear picture of which Salesforce Service Cloud areas need attention.
Your purchase includes access details to the Salesforce Service Cloud self-assessment dashboard download which gives you your dynamically prioritized projects-ready tool and shows your organization exactly what to do next. You will receive the following contents with New and Updated specific criteria:
- The latest quick edition of the book in PDF
- The latest complete edition of the book in PDF, which criteria correspond to the criteria in...
- The Self-Assessment Excel Dashboard, and...
- Example pre-filled Self-Assessment Excel Dashboard to get familiar with results generation
…plus an extra, special, resource that helps you with project managing.
INCLUDES LIFETIME SELF ASSESSMENT UPDATES
Every self assessment comes with Lifetime Updates and Lifetime Free Updated Books. Lifetime Updates is an industry-first feature which allows you to receive verified self assessment updates, ensuring you always have the most accurate information at your fingertips.
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Reviews for Salesforce Service Cloud Third Edition
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Salesforce Service Cloud Third Edition - Gerardus Blokdyk
About The Art of Service
The Art of Service, Business Process Architects since 2000, is dedicated to helping stakeholders achieve excellence.
Defining, designing, creating, and implementing a process to solve a stakeholders challenge or meet an objective is the most valuable role… In EVERY group, company, organization and department.
Unless you’re talking a one-time, single-use project, there should be a process. Whether that process is managed and implemented by humans, AI, or a combination of the two, it needs to be designed by someone with a complex enough perspective to ask the right questions.
Someone capable of asking the right questions and step back and say, ‘What are we really trying to accomplish here? And is there a different way to look at it?’
With The Art of Service’s Standard Requirements Self-Assessments, we empower people who can do just that — whether their title is marketer, entrepreneur, manager, salesperson, consultant, Business Process Manager, executive assistant, IT Manager, CIO etc... —they are the people who rule the future. They are people who watch the process as it happens, and ask the right questions to make the process work better.
Contact us when you need any support with this Self-Assessment and any help with templates, blue-prints and examples of standard documents you might need:
http://theartofservice.com
service@theartofservice.com
Acknowledgments
This checklist was developed under the auspices of The Art of Service, chaired by Gerardus Blokdyk.
Representatives from several client companies participated in the preparation of this Self-Assessment.
Our deepest gratitude goes out to Matt Champagne, Ph.D. Surveys Expert, for his invaluable help and advise in structuring the Self Assessment.
In addition, we are thankful for the design and printing services provided.
Included Resources - how to access
Included with your purchase of the book is the Salesforce Service Cloud Self-Assessment Spreadsheet Dashboard which contains all questions and Self-Assessment areas and auto-generates insights, graphs, and project RACI planning - all with examples to get you started right away.
How? Simply send an email to
access@theartofservice.com
with this books’ title in the subject to get the Salesforce Service Cloud Self Assessment Tool right away.
You will receive the following contents with New and Updated specific criteria:
•The latest quick edition of the book in PDF
•The latest complete edition of the book in PDF, which criteria correspond to the criteria in...
•The Self-Assessment Excel Dashboard, and...
•Example pre-filled Self-Assessment Excel Dashboard to get familiar with results generation
•…plus an extra, special, resource that helps you with project managing.
INCLUDES LIFETIME SELF ASSESSMENT UPDATES
Every self assessment comes with Lifetime Updates and Lifetime Free Updated Books. Lifetime Updates is an industry-first feature which allows you to receive verified self assessment updates, ensuring you always have the most accurate information at your fingertips.
Get it now- you will be glad you did - do it now, before you forget.
Send an email to access@theartofservice.com with this books’ title in the subject to get the Salesforce Service Cloud Self Assessment Tool right away.
Your feedback is invaluable to us
If you recently bought this book, we would love to hear from you!
You can do this by writing a review on amazon (or the online store where you purchased this book) about your last purchase! As part of our continual service improvement process, we love to hear real client experiences and feedback.
How does it work?
To post a review on Amazon, just log in to your account and click on the Create Your Own Review button (under Customer Reviews) of the relevant product page. You can find examples of product reviews in Amazon. If you purchased from another online store, simply follow their procedures.
What happens when I submit my review?
Once you have submitted your review, send us an email at
review@theartofservice.com with the link to your review so we can properly thank you for your feedback.
Purpose of this Self-Assessment
This Self-Assessment has been developed to improve understanding of the requirements and elements of Salesforce Service Cloud, based on best practices and standards in business process architecture, design and quality management.
It is designed to allow for a rapid Self-Assessment to determine how closely existing management practices and procedures correspond to the elements of the Self-Assessment.
The criteria of requirements and elements of Salesforce Service Cloud have been rephrased in the format of a Self-Assessment questionnaire, with a seven-criterion scoring system, as explained in this document.
In this format, even with limited background knowledge of Salesforce Service Cloud, a manager can quickly review existing operations to determine how they measure up to the standards. This in turn can serve as the starting point of a ‘gap analysis’ to identify management tools or system elements that might usefully be implemented in the organization to help improve overall performance.
How to use the Self-Assessment
On the following pages are a series of questions to identify to what extent your Salesforce Service Cloud initiative is complete in comparison to the requirements set in standards.
To facilitate answering the questions, there is a space in front of each question to enter a score on a scale of ‘1’ to ‘5’.
1 Strongly Disagree
2 Disagree
3 Neutral
4 Agree
5 Strongly Agree
Read the question and rate it with the following in front of mind:
‘In my belief,
the answer to this question is clearly defined’.
There are two ways in which you can choose to interpret this statement;
1.how aware are you that the answer to the question is clearly defined
2.for more in-depth analysis you can choose to gather evidence and confirm the answer to the question. This obviously will take more time, most Self-Assessment users opt for the first way to interpret the question and dig deeper later on based on the outcome of the overall Self-Assessment.
A score of ‘1’ would mean that the answer is not clear at all, where a ‘5’ would mean the answer is crystal clear and defined. Leave emtpy when the question is not applicable or you don’t want to answer it, you can skip it without affecting your score. Write your score in the space provided.
After you have responded to all the appropriate statements in each section, compute your average score for that section, using the formula provided, and round to the nearest tenth. Then transfer to the corresponding spoke in the Salesforce Service Cloud Scorecard on the second next page of the Self-Assessment.
Your completed Salesforce Service Cloud Scorecard will give you a clear presentation of which Salesforce Service Cloud areas need attention.
Salesforce Service Cloud
Scorecard Example
Example of how the finalized Scorecard can look like:
Salesforce Service Cloud
Scorecard
Your Scores:
BEGINNING OF THE
SELF-ASSESSMENT:
Table of Contents
About The Art of Service7
Acknowledgments8
Included Resources - how to access8
Your feedback is invaluable to us10
Purpose of this Self-Assessment10
How to use the Self-Assessment11
Salesforce Service Cloud
Scorecard Example13
Salesforce Service Cloud
Scorecard14
BEGINNING OF THE
SELF-ASSESSMENT:15
CRITERION #1: RECOGNIZE16
CRITERION #2: DEFINE:23
CRITERION #3: MEASURE:34
CRITERION #4: ANALYZE:47
CRITERION #5: IMPROVE:56
CRITERION #6: CONTROL:68
CRITERION #7: SUSTAIN:79
Salesforce Service Cloud and Managing Projects, Criteria for Project Managers:104
1.0 Initiating Process Group: Salesforce Service Cloud105
1.1 Project Charter: Salesforce Service Cloud107
1.2 Stakeholder Register: Salesforce Service Cloud109
1.3 Stakeholder Analysis Matrix: Salesforce Service Cloud110
2.0 Planning Process Group: Salesforce Service Cloud112
2.1 Project Management Plan: Salesforce Service Cloud114
2.2 Scope Management Plan: Salesforce Service Cloud116
2.3 Requirements Management Plan: Salesforce Service Cloud118
2.4 Requirements Documentation: Salesforce Service Cloud120
2.5 Requirements Traceability Matrix: Salesforce Service Cloud122
2.6 Project Scope Statement: Salesforce Service Cloud124
2.7 Assumption and Constraint Log: Salesforce Service Cloud126
2.8 Work Breakdown Structure: Salesforce Service Cloud128
2.9 WBS Dictionary: Salesforce Service Cloud130
2.10 Schedule Management Plan: Salesforce Service Cloud133
2.11 Activity List: Salesforce Service Cloud135
2.12 Activity Attributes: Salesforce Service Cloud137
2.13 Milestone List: Salesforce Service Cloud139
2.14 Network Diagram: Salesforce Service Cloud141
2.15 Activity Resource Requirements: Salesforce Service Cloud143
2.16 Resource Breakdown Structure: Salesforce Service Cloud144
2.17 Activity Duration Estimates: Salesforce Service Cloud146
2.18 Duration Estimating Worksheet: Salesforce Service Cloud148
2.19 Project Schedule: Salesforce Service Cloud150
2.20 Cost Management Plan: Salesforce Service Cloud152
2.21 Activity Cost Estimates: Salesforce Service Cloud154
2.22 Cost Estimating Worksheet: Salesforce Service Cloud156