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Service Cloud Opspack Overview
Service Cloud is built on the Salesforce Customer Success Platform, giving you a 360-degree view of your customers and enabling you to deliver smarter, faster, and more personalized service.
In addition to being a pioneer in cloud-based sales force automation, Salesforce is the recognized leader for CRM customer engagement. With Service Cloud, you can automate service processes, streamline workflows, and surface key articles, topics, and experts to transform the agent experience. Find out how to use and install our Service Cloud Opspack below.
To configure and utilize this Opspack, you need to add the 'Cloud - Service Cloud' Opspack to the host running the Service Cloud software.
Step 1: Add the host template
Step 2: Configure the host
This Opspack uses three variables:
SALESFORCE_AUTH - Add this variable to the host. Within the override of this variable, you will need to provide a valid SalesForceToken, Client key and Client secret. If you do not have these on hand, please contact your SalesForce administrator.
SALESFORCE_LOGIN - Add this variable to the host. Within the override of this variable, you will need to provide a valid SalesForce username and password.
SALESFORCE_SC_QUERY - This variable is the actual command that is being checked. Add one OR MORE variables of this type. For example, if you wish to monitor for 'S1 - Unhandled' and 'S3 - Escalated', simply add two variables and configure accordingly. The 'Value' field of this variable is simply the friendly name you will see within Opsview. The actual command that runs lives at 'Override SOQL query'. Within this field, simply enter your SOQL (Salesforce Query Language) query, using this guide as a reference.
In our example, we are monitoring for 'S1 - Severely Impacted' (i.e. priority 1, urgent, etc) tickets that are new and also monitoring for tickets that have been assigned to Engineering for review. We have therefore added two variables with the respective SOQL below:
select count() from Case where status = 'Engineering Review'
select count() from Case where Priority = 'S1 - Severely Impacted' and (status = 'New' or status = 'Escalated')
Step 3: Reload and monitor