Before you begin

Ensure that the following settings in the Salesforce Agent Connect Configuration app are made before configuring service recovery. For more information, see Integrating surveys with Salesforce.

• Enable Data Return
• Enter the API secret key
• Data return must be switched to Production

Create the following custom fields on your base object. To process Service Recovery requests, Agent Connect needs to identify a service recovery case, have the initial request ID, and a second custom DateTime field.

• Initial Request ID — A text field storing the original request ID of the Agent Connect survey. This value is returned in the response.
• Send Stella Connect Service Recovery request at — A DateTime field separate from the one that you created for the initial feedback, as described in Integrating surveys with Salesforce.

Creating service recovery cases

Configure a process to open service recovery cases when you receive negative feedback from a customer.

1. In the Quick Find field in Salesforce Setup, enter Process, then find and select Process Builder.
2. Select New.
3. For the Process Name, enter Create Service Recovery Cases.
4. For the Description, enter Automatically creates a case when negative feedback is received from Agent Connect.
5. Specify the process starts when a record changes, and then click Save
6. Select Add Object, set the object to Agent Connect Response, and then click Save.
7. Specify the following criteria, and then click Save:
   • Criteria Name — Check for Negative Feedback
   • Set conditions — Star Rating less than or equal to 3
   • Any additional conditions as needed by your team
8. Click Add Action, specify the following fields, and then click Save:
   • Action Type — Create a Record
   • Action Name — Create a Service Recovery Case
   • Record Type — Case
9. Set the following field values for the service recovery ticket, click Save:
   • Status — picklist — New
   • Subject — string — Enter a subject line for the case
   • Owner ID— field reference OR user — map to a user or group
   • Contact ID — field reference — map to the contact ID of original request
   • Initial Request ID — field reference — map to the Request ID
   • Description — enter the following formula:

     "Case: " & [StellaConnect__Stella_Connect_Response__c].StellaConnect__Stella_Connect_Request__c.StellaConnect__Case_Lookup__c.CaseNumber & "received a star rating of: "&Text([StellaConnect__Stella_Connect_Response__c].StellaConnect__Star_Rating__c) & " with the following comments: " &[StellaConnect__Stella_Connect_Response__c].StellaConnect__Comments__c

10. Activate the process

Configuring the app for service recovery cases

During installation, the Salesforce Agent Connect Configuration app creates a custom object named Agent Connect Responses. If you are using a different base object for the Initial Feedback Request, create an additional lookup field on the Agent Connect Request object that looks up your base object.

As described in the following procedure, create a workflow that populates the DateTime field noted above based on actions that Team Members complete on the base object. For example, if you want service recovery cases eligible for surveys as soon as they are closed, your workflow would populate the DateTime field with the time that the case was closed.

1. In the Quick Find field in Salesforce Setup, enter Workflow, and then select Workflow Rules.
2. Select New Rule, and then select your base object.
3. Select New.
4. For the Rule Name, enter Send Agent Connect Service Recovery Request.
5. For the Description, enter Sets the Send Agent Connect Service Recovery Request DateTime field.
6. Enter the following Rule Criteria:
   • Case Closed equals true
   • Case Type equals Service Recovery
   • Case Contact Email not equal to "leave this blank"
   • Add Any additional business logic as needed.
7. Click Save, and then click Next.
8. Select Add new workflow action > New field update.
9. For the Name, enter Set Agent Connect Service Recovery Request DateTime.
10. For the Description, enter Sets the DateTime field for recovery cases.
11. For the Field to update, select your newly created service recovery DateTime field.
12. To set the new value, select Use a formula, and then enter the formula NOW().
13. Click Save, and then click Done.
14. Activate the workflow rule.

Creating service recovery field mappings

For your base object, create a field mapping that informs Agent Connect where to find the information required to send a feedback request.

1. In the Agent Connect Configuration app, open the Service Recovery tab.
2. Select your base object.
3. In the dropdown for your service recovery field, select the service recovery DateTime field you created earlier, and then click Save Field Mapping.

   For example:

   

Testing and moving to production

Testing provides an opportunity to confirm that your service recovery configuration is behaving as expected. Work with your Agent Connect Client Success Manager to fully test your integration, and to resolve any issues. During testing, all surveys are sent to the address entered in the API Test Email field on the Agent Connect Integrations screen. This enables you to see what your customers see when they receive a survey. You can step through the customer experience selecting a star rating, commenting, and so on.

To enable testing in the Agent Connect Configuration app, set the Service Recovery field to Test, and then click Update.

When your testing is complete, and everything is working as expected, in the Agent Connect Configuration app set the Service Recovery field to Production, and then click Update.