Salesforce: Service Recovery Configuration

For a refresher on how the service recovery process work, please review Service Recovery Workflow

Before you Begin

Data Return must be enabled.  You can review your setup by selecting the Stella Connect Configuration tab.  The API secret key was should be entered and the Data return should be switched to production.

There are a few custom fields to create on your base object. In order to process the Service Recovery request, we need to identify a service recovery case, have the initial request ID and a second custom datetime field.  This will need to be stored on your base object Case.

Create a custom field called *Initial Request ID. This will be a text field to hold the original request ID of the Stella Connect Survey. This is returned to you in the response.

Create a second custom field called *Send Stella Connect Service Recovery request at. This will be a DateTime field separate from the one that you have created for the Initial Feedback.

*These fields do not need to be accessible by the team members or team leaders who might be working the service recovery tickets.  You can set the field-level and security accordingly.

Step 1: Create Service Recovery Cases

Create a process to open Service Recovery cases when negative feedback is received. 

From Quick Find, select Process Builder and New.

• Process Name: Create Service Recovery Cases and tab through to
• Description: This will automatically create a case when negative feedback is received from Stella Connect
• The process starts when: A record changes and Save
• Select add object and set Object to Stella Connect Response and Save
• Select add criteria
  • Criteria Name: Check for Negative Feedback
  • Set conditions: Select Star Rating less than or equal to 3
  • Add any additional conditions and Save
• Immediate Actions +Add Action: 
  • Action Type: Create a Record
  • Action Name: Create a Service Recovery Case
  • Record Type: Case
• Set the field values for the service recovery ticket
  • 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 contact ID of original request
  • Initial Request ID: field reference: map to Request ID
  • Description: formula below 
  • Add any other fields, save and activate

"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 

Step 2: Configure the app for service recovery requests

During installation, the app will create a custom object called “Stella Connect Responses.”  If you are using a different base object than the object you have chosen for the Initial Feedback Request, you will need to create an additional lookup field on the Stella Connect Request object that looks up to the base object.

Create another workflow which will populate the previously created DateTime field, Send Stella Connect Service Recovery at based on actions that your team members complete on the base object.

Example: If you would like to make Service Recovery Cases eligible for surveys as soon as they are Closed, your workflow would populate the custom DateTime field with the time that the Case was Closed.

• Enter Workflow in the Quick Find box and select Workflow Rules
• Select New Rule and select your base object
• Rule Name: Send Stella Connect Service Recovery Request
• Evaluation Criteria: leave the default
• Description: Sets the Send Stella Connect Service Recovery Request datetime field
• 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
• Select Save and Next
• Add new workflow action > New field update
• Name: Set Stella Connect Service Recovery Request Datetime and tab through Unique Name
• Description: Sets the datetime field for recovery cases
• Field to update: Select your newly created custom Service Recovery DateTime field from the list
• Select Use a formula to set the new value and enter formula:  NOW() 
• Save and Done.  Then Activate the workflow rule

Step 3: Service Recovery Field Mappings

We will start in the Field Mappings tab. Here, you will identify the base object that you have just set up.  Each field mapping will tell the application where to find the appropriate piece of information required to send a feedback request.

Step 4: Update Integration Status

Switch to the Integration Status tab.  Set the Service Recovery to test and Update.

Going-live

Go to the Stella Connect Configuration page within Salesforce and change the integration status to Production for Service Recovery and update the integration status.

Optional configuration: Do not send

Although we recommend that all resolved cases receive a Stella Connect request, there may be some instances in which you do not want to send one. However, it can still be beneficial to make a Stella Connect API request so that we can provide reporting about how many requests are being skipped because of business rules or agent discretion. To take advantage of this feature, we recommend you create a new custom Boolean field on your target object. This can either be filled manually by an agent or programmatically with a formula. You will then map this field in the Field Mappings configuration. Stella Connect will assume it should send a Connect request unless this “do not send” boolean is explicitly set to true.