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data-cta-url="https://www.salesforce.com/form/signup/freetrial-service/?d=701ed000001R1doAAC" data-title="Empezar una prueba gratis de Service Cloud hoy mismo" data-product-name="Service Cloud" data-product-filter="27c12145-271a-4de6-b6d3-2b6b08e78860" href="https://www.salesforce.com/form/signup/freetrial-service/?d=701ed000001R1doAAC">Empezar una prueba gratis de Service Cloud hoy mismo</a> </aside> </article> </div> </div> </div> <article class='slds-large-size_9-of-12 slds-size_12-of-12 slds-col slds-order_1'> <h1 class='slds-p-top_small slds-text-heading_large'> Resolver casos con mayor rapidez </h1> <div class='unit-content'> <h2 id="learning-objectives"><span>Objetivos de aprendizaje</span></h2><p>Después de completar este módulo, podrá:</p><ul style="list-style: disc;"> <li style="list-style-type: inherit;">Resumir las ventajas de un sitio de autoservicio. <br> </li> <li style="list-style-type: inherit;">Describir los tipos de información para incluir en una base de conocimiento. <br> </li> <li style="list-style-type: inherit;">Explicar qué son las macros, qué pueden hacer y cómo ejecutarlas. <br> </li> </ul><h2 id="the-basic-building-blocks-of-fast-case-resolution"><span>Las partes integrantes básicas de la resolución de casos rápida</span></h2><p>Piense en un mundo donde sus agentes de servicio tienen toda la información que necesitan a su alcance, permitiéndoles resolver casos y raramente distribuir casos a un gestor. Un mundo donde sus clientes pueden responder sus propias preguntas o incluso ayudar a resolver casos difíciles. ¿Y si nunca tuviera que pensar en sus procesos de gestión de casos, simplemente porque funcionan? ¡Imagine lo sencillo que podría ser cubrir el servicio de atención al cliente!</p><p>Con la plataforma Service Cloud, puede tener todo eso, y le mostramos cómo.</p><h2 id="tap-into-the-power-of-customer-insights-with-experience-cloud-sites"><span>Aprovechar el poder de las perspectivas del cliente con sitios de Experience Cloud</span></h2><p>Construya su propio sitio de autoservicio con marca de forma rápida y sencilla empleando plantillas de Experience Cloud. Como la plataforma Service Cloud conecta su servicio al cliente y sus ventas, puede incorporar datos a su sitio web desde cualquier sistema y cualquier lugar.</p><p>Con Experience Cloud, puede automáticamente recomendar expertos, grupos y contenido con la inteligencia artificial (IA) de Salesforce Einstein. ¿Qué significa eso realmente? Los clientes pueden crear y resolver casos por sí mismos, aunque también tienen la posibilidad de distribuir casos de asistencia al instante si es necesario.</p><p><img src="https://res.cloudinary.com/hy4kyit2a/f_auto,fl_lossy,q_70/learn/modules/service-cloud-platform-quick-look/resolve-cases-faster/images/es-ES/d1d0166723df11b033a124bbe95f40e3_i.1.png" alt="Captura de pantalla de una página de un sitio de Experience Cloud que muestra personalización." width="501.0" class="image"></p><p>Y por supuesto, sus agentes pueden acceder y compartir la información del cliente que necesitan con tan solo un clic desde Service Console (Consola de servicio). Los clientes y los agentes pueden compartir mejores prácticas, responder a preguntas frecuentes e identificar problemas comunes que están experimentando los clientes (y solucionarlos con mayor rapidez que nunca).</p><div class="box message info" style="margin-left: 0.0px"><div class="inner"><div class="bd"><div class="media"> <img src="https://res.cloudinary.com/hy4kyit2a/image/upload/doc/trailhead/en-usb473bb5ea1b7e61dfb07e6a7e547de6b.gif" alt="Nota" role="presentation" class="img mtm"><div class="mediaBd"><div class="message-media-content"><p>Asigne a sus agentes con más conocimientos el monitoreo de la sala de chat del sitio. Puede obtener información valiosa en tiempo real sobre lo que realmente desean los clientes. Además, puede mejorar la relación con los clientes, al tiempo que ayuda a obtener valiosos embajadores para su marca.</p></div></div> </div></div></div></div><h2 id="find-answers-fast-with-salesforce-knowledge"><span>Encontrar respuestas rápidamente con Salesforce Knowledge</span></h2><p>Ya sea autoservicio del cliente o agentes en busca de la respuesta correcta rápidamente, la plataforma Service Cloud integra toda su base de conocimientos en su sitio web de servicio y en Service Console (Consola de servicio).</p><p>¿Qué queremos decir con <strong>Knowledge (conocimiento)</strong>? Sencillo. Usted crea su base de conocimientos mediante el abastecimiento instantáneo de información desde la visión colectiva de su compañía. Aunque existen diferentes tipos de información en su base de conocimientos, nos referimos a todos ellos como <strong>artículos</strong> . Un artículo puede estar compuesto por cualquier cosa, desde preguntas frecuentes como “¿Dónde encuentro piezas de sustitución?” hasta información en un proceso, como el modo de restablecer valores predeterminados del producto.</p><p>Aquí le mostramos cómo encaja todo.</p><table class="featureTable"> <thead class="thead"><tr> <th scope="col" rowspan="1" colspan="1" style="vertical-align:TOP;"><p>Gestionar artículos</p></th> <th scope="col" rowspan="1" colspan="1" style="vertical-align:TOP;"><p>Maximizar productividad</p></th> <th scope="col" rowspan="1" colspan="1" style="vertical-align:TOP;"><p>Entregar autoservicio con mayor rapidez</p></th> </tr></thead> <tbody class="tbody"><tr> <td scope="" rowspan="1" colspan="1" style="vertical-align:TOP;"><p>Aplique automáticamente filtros para buscar, identificar y verificar artículos, permitiendo a los agentes y clientes votar sobre la calidad de los artículos.</p></td> <td scope="" rowspan="1" colspan="1" style="vertical-align:TOP;"><p>Knowledge está integrado en Service Console (Consola de servicio), de manera que los agentes pueden buscar y compartir artículos con un solo clic.</p></td> <td scope="" rowspan="1" colspan="1" style="vertical-align:TOP;"><p>Knowledge está integrado en su sitio web de servicio y los sitios con autoservicio para una experiencia del cliente sin esfuerzo.</p></td> </tr></tbody> </table><h2 id="automate-common-tasks-in-the-service-console-using-macros"><span>Automatizar tareas comunes en Service Console (Consola de servicio) utilizando macros</span></h2><p>¿No está seguro de qué es una macro? Es una magnífica herramienta de productividad para agentes. Imagine tener la capacidad de agrupar un conjunto de instrucciones para completar una tarea que normalmente tienen que hacer los agentes del servicio asistencia de forma manual y desencadenarlas con el clic de un botón (o pulsaciones de teclas). Eso es lo que hacen las macros.</p><p>Son fáciles de configurar en la plataforma Service Cloud, y ahorran a los agentes mucho tiempo automatizando tareas repetitivas, así que pueden emplear más tiempo resolviendo problemas de clientes.</p><p>¿No está convencido? Veamos un ejemplo...</p><p>Imagine un agente realizando el siguiente conjunto de tareas comunes docenas de veces al día para actualizar el estado de un caso:</p><ol style="list-style: decimal;"> <li style="list-style-type: inherit;">Abra un caso en Service Console (Consola de servicio). <br> </li> <li style="list-style-type: inherit;">Navegue al campo de estado del caso. <br> </li> <li style="list-style-type: inherit;">Cambie el estado. <br> </li> <li style="list-style-type: inherit;">Haga clic en Guardar. <br> </li> <li style="list-style-type: inherit;">Repita los pasos del 1 al 4 con el siguiente caso. <br> </li> </ol><p>Ahora imagine esta configuración como una macro:</p><ol style="list-style: decimal;"> <li style="list-style-type: inherit;">Seleccione uno o más casos en Service Console (Consola de servicio). <br> </li> <li style="list-style-type: inherit;">Ejecute la macro en todos ellos y deje que la macro haga el trabajo por usted. <br> </li> </ol><p>¡Eso es todo! Imagine el tiempo que ahorran sus agentes utilizando esta sencilla macro en el transcurso de una semana, un mes o un año (multiplique eso por todos sus agentes). ¡Ufff!</p><p>Existen muchas otras formas en que las macros pueden ayudar a los agentes a ahorrar tiempo. Consulte la sección de recursos a continuación para ver ejemplos de macros populares.</p><p>Ahora conoce los aspectos básicos de las herramientas de resolución de casos de la plataforma Service Cloud y cómo pueden hacer que sus agentes de servicio trabajen de forma más inteligente y rápida. En la siguiente unidad, le mostramos cómo puede todo su centro de contacto trabajar de forma inteligente con Omni-Channel Routing (Enrutamiento de OmniCanal).</p><h2 id="resources"><span>Recursos</span></h2><ul style="list-style: disc;"> <li style="list-style-type: inherit;">Empiece a trabajar con la <a href="https://help.salesforce.com/s/articleView?id=sf.console_lex_intro.htm&type=5" rel="noreferrer noopener" target="_blank">consola de Salesforce en Lightning Experience</a>.</li> <li style="list-style-type: inherit;"><a href="https://help.salesforce.com/articleView?id=macros_examples.htm&type=0" rel="noreferrer noopener" target="_blank">Ver ejemplos de macros populares</a></li> </ul><p><u> </u></p><h2 id="copyright"><span>Copyright</span></h2><p>Los derechos de ALBERT EINSTEIN se utilizan con el permiso de la Universidad Hebrea de Jerusalén. Con la representación exclusiva de Greenlight.</p> </div> <div id='challenge'> <div data-react-class="challenge/Challenge" data-react-props="{"authenticated":false,"msa_signed":false,"challenge":{"unit_uid":"02e10ed0-b045-7e6b-d33f-86194fe4afcc","api_name":"resolve-cases-faster","content_uid":"0260fdbe-8904-50cf-7257-01759c3f0abc","module_uid":"0260fdbd-fb48-a25b-4682-afc6da6049db","module_api_name":"service-cloud-platform-quick-look","questions":[{"question":"Desde un sitio de autoservicio, los clientes:\n","options":["Pueden formular preguntas y obtener soluciones por sí mismos\n","Pueden agregar sus propios productos a su catálogo de productos\n","No tienen acceso a agentes en vivo\n","Todo lo anterior.\n"]},{"question":"Un artículo de Knowledge es:\n","options":["Un artículo compartido solo con clientes\n","Un artículo compartido solo con sus agentes\n","Un boletín de producto distribuido a agentes de servicio\n","Cualquier tipo de documento compartido en su base de conocimientos\n"]},{"question":"Las macros se utilizan para:\n","options":["Crear listas de instrucciones a seguir por los agentes.\n","Ahorrar tiempo a los agentes automatizando tareas repetitivas.\n","Hablar con varios clientes en línea al mismo tiempo.\n","Almacenar grandes cantidades de datos.\n","Todo lo anterior.\n"]}],"points_earned":null,"points":100.0,"points_next":50.0,"completed":false,"attempts":0,"type":"quiz","description":"","requirements":[],"title":"","unit_type":"unit","show_recommendations_on_complete":null,"hide_org_picker":false,"badge_ratings":{"show_badge_ratings":true,"api_name":"service-cloud-platform-quick-look","trackable":true},"preview_mode":false,"assessment_evaluation_context":{"type":"mcq","title":"","description":"","requirements":[],"questions":[{"question":"Desde un sitio de autoservicio, los clientes:\n","options":["Pueden formular preguntas y obtener soluciones por sí mismos\n","Pueden agregar sus propios productos a su catálogo de productos\n","No tienen acceso a agentes en vivo\n","Todo lo anterior.\n"]},{"question":"Un artículo de Knowledge es:\n","options":["Un artículo compartido solo con clientes\n","Un artículo compartido solo con sus agentes\n","Un boletín de producto distribuido a agentes de servicio\n","Cualquier tipo de documento compartido en su base de conocimientos\n"]},{"question":"Las macros se utilizan para:\n","options":["Crear listas de instrucciones a seguir por los agentes.\n","Ahorrar tiempo a los agentes automatizando tareas repetitivas.\n","Hablar con varios clientes en línea al mismo tiempo.\n","Almacenar grandes cantidades de datos.\n","Todo lo anterior.\n"]}],"enhanced_quiz_options_supported":true,"enhanced_quiz_retake_enabled":true},"disconnect_mulesoft_anypoint_account_path":"/es/auth/mulesoft_anypoint/delete","trial_cta":{"url":"https://www.salesforce.com/es/form/signup/freetrial-sales-starter/?nc=7013y000002EoSOAA0\u0026icid=TH:mb___service-cloud-platform-quick-look___es","unit_name":"service-cloud-platform-quick-look/resolve-cases-faster","btn_text":"Activar mi prueba gratuita de Salesforce"}},"next_challenge":{"next_challenge":{"title":"Entregar servicio omnicanal","url":"/es/content/learn/modules/service-cloud-platform-quick-look/deliver-omnichannel-service"},"next_parent":false,"next_trailmix_item":false,"all_parents":{"url":"/es/modules","type":"module"},"parent_trailmix":{}},"sharing":{"app_id":140586622674265,"content":{"title":"Aspectos básicos de Service Cloud","description":"Potencie al máximo a sus agentes con herramientas de omnicanal y una plataforma de servicio inteligente."},"public":true},"rewards":null,"tp_help_link":"\u003ca rel=\"noopener noreferrer\" target=\"_blank\" href=\"//trailhead.salesforce.com/es/content/learn/modules/trailhead_playground_management\"\u003eTrailhead Playground Management\u003c/a\u003e","namespace_id":"learn","from_learning_path":false}" data-react-cache-id="challenge/Challenge-0"></div> </div> </article> </div> </div> <script type='application/ld+json'> { "@context": "https://schema.org", "@type": "BreadcrumbList", "itemListElement": [{"@type":"ListItem","position":1,"name":"Learn","item":"https://trailhead.salesforce.com"},{"@type":"ListItem","position":2,"name":"Aspectos básicos de Service Cloud","item":"https://trailhead.salesforce.com/es/es/content/learn/modules/service-cloud-platform-quick-look"},{"@type":"ListItem","position":3,"name":"Resolver casos con mayor rapidez"}] } </script> </div> </main> <th-footer api-path="/api/v1/ui/footer.js" locale="es"></th-footer> </div> <tds-modal data-modal-name-value="feedback_modal" data-modal-cookie-value="true" data-controller="modal" size="" open="false" assistive-text="assistive text" > <div slot="heading"> Comparta sus comentarios sobre Trailhead en la Ayuda de Salesforce. </div> <div slot="content"> <p>Nos encantaría conocer su experiencia con Trailhead. 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