Salesforce Service Cloud (SFSC)

Use parcelLab’s Customer Service Integration for SFSC to increase the productivity of your customer service agents by enabling them to answer delivery-related questions faster.

Overview

The parcelLab Customer Service Integration for Salesforce Service Cloud (SFSC) enables your customer service agents to answer delivery-related questions faster. The app is fully integrated with the Salesforce solution to enable viewing of all relevant tracking information in real time for every order without switching between SFSC and parcelLab. The app can be added to any object within your Service Console (for example: Account, Case, Order).

The app automatically displays the most up-to-date order information, including the following details:

• Customer name, recipient address, and carrier

• Order and tracking numbers with the latest delivery status

• Orders with multiple shipments sorted by relevance with the most critical deliveries and disruptions listed first

• Detailed view of previous shipping activity and estimated delivery date

• Product details

• All previously sent customer communication (for example: email and SMS notifications)

The app includes the ability to search for an order number, a tracking number, or to view a customer’s purchase history by searching for their name or email address.

If you are interested in this feature, please contact your parcelLab representative.

Key Benefits

Direct access to the right delivery data using the parcelLab Customer Service Integration for SFSC leads to a number of benefits, including:

• Reducing workload

• Resolving inquiries faster

• Better customer experience

Customer Requirements

For successful installation and configuration, the following requirements need to be met:

• Salesforce admin privileges

• parcelLab account with tracking data enabled

• parcelLab token that is provided after a payment contract for the app is set up

For more information, please contact your parcelLab representative or fill in our contact form.

Using the parcelLab Customer Service Integration for SFSC

This section describes how you can use the parcelLab Customer Service Integration for SFSC.

Accessing the App

The app is visible in the Salesforce object where it was configured. In the following example, the app was added to the Account page on the right-hand side.

To use the app, your users must have access to the configured fields in the object. Refer to the Configuring the Necessary Fields for Displaying Order Data section for more information.

Overview of App Content

Order-specific information is displayed in the app through a matching of the order ID from the object’s order ID field.

If the order ID is missing, the app will try to search for orders using the alternative search field found in the Salesforce object. If the alternative field is also missing, nothing will be returned in the app by default, but users can use the app’s search functionality and the order number, email address or other order information as a search query to locate order information.

If the order ID is wrong, but the alternative field value is correct, no results will be returned as the app will always try to match by the order ID value first.

The following order information can be viewed in the app:

• Order number

• Recipient’s address

• Overview of tracking records (that is: for outbound and return trackings)

• Most recent delivery status of each tracking The tracking status is color coded to highlight critical deliveries:

  • Green indicates a successful delivery.

  • Yellow indicates that the parcel is still en route to a delivery address.

  • Red indicates a failed delivery.

Using the Search Function

Service agents can use the following information as search queries:

• Order number

• Tracking number

• Recipient’s name

• Recipient’s email address

• Recipient's city

You can use the following order attributes as search queries in the alternative search field to automatically find an order:

• Delivery number

• Customer number

• Transport number

• Consignment number

These values must be transmitted to parcelLab as part of your data integration before they can be used as search queries in the app.

When searching for an order or tracking number or another unique order-identifying value from the ones listed above, the matching order is displayed as in the default view.

When searching for a customer’s name or email address, all associated orders are displayed. You can click View Details to display the order-specific information as seen in the default view. All displayed results are data from the last 90 days.

Viewing Tracking Details

To view tracking details, click on the arrow to the right of the tracking record.

The following details will display:

• Product details: The information displayed includes the item name, item number, and quantity.

• Shipment details: This includes all carrier scans, an estimated delivery date for as long as the parcel is in transit, and sent notifications (for example: emails or SMS).

• More details via external links: These are links to the carrier’s tracking page, the parcelLab Portal, and the tracking page (that is: the order status page configured and designed for your brand as seen by your customers).

If there are any incidents encountered during delivery (for example: delays), an exception box will display.

If there is a return tracking in an order, an info box with a link to the return tracking will display.

Errors and Warnings

This section describes known errors and warnings when configuring and using the parcelLab app.

Credentials failure

This error displays if the value of the credentials field in the object details is invalid (for example: missing value, a mistake in the name, invalid value in the calculation field used or the calculation itself is invalid in cases where a formula used for credentials).

Credentials failure: Incorrect or Missing User or Token

This error displays when something is wrong in the Named Credentials setup itself (that is: incorrect parcelLab user ID or token).

Empty Alternative Search Field

This error displays if the field associated to the alternative search field in the app is empty inside the object.

No Matching Results

This error displays under the search field of the parcelLab app if no matching results are found for the automatic matching based on your configured order ID field or alternative search fields. The error also displays if no matching results are found for manually entered search terms.