Getting Started with Chatter Question-to-Case

  August 11, 2015       Hetty Boardman

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This is the third in a series of Getting Started blogs about the Service Cloud. In these blogs I’ll be introducing some standard service features and talking about how you can get set up with them quickly. I’ll also mention some tips and tricks I’ve found from implementing these in the past, and any limits or ‘gotchas’ that you should be aware of.

Finally I’ll highlight how both Chatter and Question-to-Case can be enhanced with our PositiveCollaboration products, Passport for Communities and Passport for Multi-Org.

Check out the other blogs in my Getting Started series:

Getting Started with Web-to-Case
Getting Started with Email-to-Case

What is Question-to-Case?

Chatter Question-to-Case is an extension of Salesforce’s Chatter Questions technology. When a customer or employee asks a Question in Chatter, a moderator can choose to escalate that Question to a Case to make sure that the issue gets properly tracked, assigned and actioned. This helps to make sure that unanswered questions don’t get lost in your constantly moving Chatter feed, and that any key issues can be escalated to the right party. It also also encourages the adoption of Chatter to collaborate and share knowledge.

When should I use Question-to-Case?

Firstly, it’s worth noting that Question-to-Case is an extension of Chatter Questions, and Chatter Questions needs to be enabled first if you want to use Question-to-Case. Chatter Questions is a feature that helps employees or customers raise Questions and get answers from their peers. If you’re not already using Chatter Questions and want to know more, Salesforce support has a good overview here.)

If you’re already using Chatter Questions, and if your support organisation is already using Salesforce, Chatter Question-to-Case is a logical addition. It provides an escalation point for Questions, making sure that anything that can’t be served appropriately within Chatter will still receive an answer from a qualified source.

It also demonstrably closes the loop between Chatter and your support organisation. By facilitating the escalation of a Question from Chatter to Case when it’s needed, you’re sending the message to your employees and customers that your organisation is listening to their issues and holding itself accountable, regardless of the channel on which an issue was raised. This will increase trust in your support offerings. It will also encourage the continued adoption of Chatter Questions within your organisation, because you’ve demonstrated that a Question can reach ‘beyond’ Chatter when needed.

In summary, then, Question-to-Case is a powerful addition to Chatter Questions to make your organisation more productive. If your organisation is already using Chatter Questions, and if your service organisation has a Salesforce presence, you should seriously consider this feature.

How do I get started?

If you’re not already using Chatter Questions, click here to learn more and get set up.

If you are already using Chatter Questions, you can simply enable Question-to-Case in Setup (Setup | Customize | Cases | Support Settings).

Then just take the following steps:

  1. Give your Chatter moderators the ability to escalate Questions to Cases by adding the Action to the Feed Item in Chatter.
  2. Make sure that essential Case information is captured by customising the Action Layout to include your key fields.
  3. If your organisation uses Case record types, specify the Case record type you want to apply to escalated Questions on the Action edit page. Make sure that your moderators’ profiles have access to this record type.
  4. Give your support team access to the ‘Question from Chatter’ Case field by extending its Field Level Security and adding it to Case page layouts.

 

What else do I need to do?

That’s it for technical setup, but make sure that your organisation is ready for the change. Do you have a clearly defined and communicated process for the management of these new Cases?

For example, think about who will be assigned to resolve these Cases, what SLA should be applied, and how resolutions will be communicated back to the community as a whole. Remember that after a Question is escalated to a Case, the Case may become the centre of the followup activity but the Question still needs to be updated on Case resolution.

The user who originally raised the Question will become the main contact on the Case, but when a resolution is found, make sure that someone is responsible for communicating this resolution back on the original Chatter Question, and that this resolution is selected as the Best Answer. This will help other users to find the answer more quickly next time.

Tips and Tricks

There are a number of automation options for supercharging your Question-to-Case setup. Here are a few favourites:

  • Automate the escalation process for Questions that don’t get a good answer quickly enough. This could be done if, for example, a Question has gone 24 hours without any responses, or if a Best Answer hasn’t yet been selected. Use the Lightning Process Builder to set up a process based on your organisation’s preferences.

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Image shows an example process for automatically escalated unanswered Questions

  • Make your Action do the heavy lifting by prepopulating Case information with custom logic when Questions are escalated. Use the Predefined Field Values option on the Action to do this.

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Image shows the Escalate to Case Action with Predefined Field Values

Extending Question-to-Case

Question-to-Case becomes most powerful when extended to work with other social and support tools. Use Chatter extensions extending the reach and influence of your individual company’s Chatter. Here are a few use cases with some suggested solutions.

  1. Want to get faster answers to Questions?

Try out the Similar Questions [beta] for a ‘no-brainer’ extension to Question-to-Case. Similar Questions is a feature which listens to users as they type out their Question and suggests existing Questions which may already have the answer.

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This saves time for your users, improves the quality of their experience and reduces redundancy – everyone’s happy!

This feature is still in beta, however, so it has some known limitations. Check out the Limits section below for a key one, and ask Salesforce support for the full list. If you’re interested in getting the feature, make sure you test it out in a development or sandbox environment first. Click here for more information.

  1. Want to escalate your customers’ questions to Cases?

Enabling Chatter Question-to-Case in your Customer Community is a powerful way of encouraging your customers to engage socially and collaboratively. Question-to-Case bridges the gap between your social tool and more traditional support channels, showing your customers that your organisation is listening and holding itself accountable even when they ask questions on an informal channel like Chatter.

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By driving customers to Chatter, instead of to more direct support channels, you’re helping to foster self-service, knowledge-sharing and ultimately deflection from your direct channels of customer service. Fostering conversations in the public sphere can bring risk, but the rewards when done properly are extensive.

  1. Want to improve your response times to customer Questions? Connect your Community Chatter to your Salesforce Chatter can significantly improve your response times, using an app like MakePositive’s Passport for Communities (P4C).

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With standard Salesforce, your internal Salesforce Chatter and your Community Chatter are treated like two separate organisations. This means that customer Chatter posts can get forgotten unless your moderators are pro-active in switching back and forth to check the Community Chatter. With Passport for Communities, Community Chatter posts from the Community are copied automatically into your main Salesforce Chatter, giving your organisation a single consolidated feed and allowing you to follow-up more quickly.

With Question-to-Case enabled in your Community, this app has double the power because it pushes Customer questions into your Chatter feed alongside internal posts. This speeds your response time to customer Questions and helps to ensure that no Questions get lost.

  1. Want to extend your reach to partner organisations’ Chatter feeds?

Extend your Chatter feed across your network to improve collaboration and expand the audience for your questions, using an app like MakePositive’s Passport Social Connector.

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If you work closely with partner organisations, or if your organisation has multiple Salesforce instances, it can be a challenge to communicate and collaborate across orgs. With an app like Passport Social Connector, you can synchronise your Chatter feed across your organisations, meaning that a post to one organisation’s Chatter feed can be made instantly visible throughout your extended network.

This has clear benefits to a sales organisation, such as increased collaboration, consistency across the network and, ultimately, maximised revenue potential.

But Passport also comes into its own when you utilise Chatter as a support tool, as with Question-to-Case. Using the Passport Social Connector, you can raise Questions that will reach a vastly extended audience that includes your entire organisation and its partners. This will increase the speed, quality and consistency of Question responses, and reduce the number that need to be escalated, thanks to the expanded pool of potential respondents.

Limits

  • The Similar Questions beta does not yet support posting Questions from specific groups or records. The best workaround to this limitation is to post Questions from the Chatter tab directly wherever possible so that answers will be suggested. The main downside of this is that Questions cannot be related to specific records, or, if they are, they may duplicate Questions elsewhere.

 

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