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DAZN Salesforce Quick Text Objectives 0

1.Learn how to activate Quick Text using your Salesforce.

2. Learn how to make your first Quick Text.

3. Learn how to use “Grammar and Spell Checker” for better

spelling and grammar during your cases.

4. Learn how to how to name Quick Text with Titles and

Keywords, to help find the perfect one.

5. Learn how to use Apex code for automatically filling in

customer information during email or live chat cases.

6. Learn how to fulfill the DAZN customer’s needs.

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DAZN Salesforce Quick Text Welcome to Quick Text 1: 62 seconds

DAZN logo and “Welcome to the DAZN Quick Text Course” Gray background with black text in the DAZN Oscine font.

The player’s menu is turned off and the user can use navigation buttons on the lesson slides.

Welcome to the DAZN Quick Text Course Many DAZN agents currently use Microsoft Word or "sticky notes" to copy and paste dialog for chats and emails. Although it is faster to copy and paste dialog than typing, using Quick Text is still faster and can automatically include customer information needed to respond in not only a kind personal way, but quickly help solve that case. You can automatically include such things as the name on file, the case number, billing & card information, email, and much more. The sky’s the limit! With Quick Text, you will be able to do more work and do it faster, with higher quality scores, due to grammatically correct responses. This will make you shine as a DAZN agent, which may lead to possible job promotions, salary increases and many other career benefits. Thank you for taking the first step! Now let’s begin.

A text variable will be added for the student to add their name.

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DAZN Salesforce Quick Text Linkable Table of Contents 2: 5 seconds

DAZN logo at the top left; gray background with black text. Fonts used: DAZN Trim Bold DAZN Oscine

Each of the contents contains a linkable button to go to that slide. The “previous” and “next” buttons are disabled.

No audio If the student has entered their name in the first slide, it will show under the “Table of Contents” at the beginning of the instructions.

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DAZN Salesforce Quick Text How to Activate Quick Text 3: 5 seconds

DAZN logo at the top left; gray background with black text. Fonts used: DAZN Trim Bold DAZN Oscine

Each of the contents contains a linkable button to go to that slide. The “previous” and “next” buttons are disabled. The active slide will be in blue to show the user where they are at in the course.

How to Activate Quick Text Follow these instructions to activate Quick Text in Salesforce. The next slide is a video demonstration of the process to help you. If you have already activated Quick Text, feel free to skip this section and move on using the links to other pages.

If the student has entered their name in the first slide, it will show at the beginning of the instructions.

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DAZN Salesforce Quick Text Screen Capture Video of Activating Quick Text 4-8: 22 seconds

DAZN logo at the top left; gray background with black text. Fonts used: DAZN Trim Bold DAZN Oscine

No navigation during the video sequence.

The audio is from the video The video is separated into the slides.

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DAZN Salesforce Quick Text How to Make Your 1st Quick Text 9: 43 seconds

DAZN logo and “How to Make your First Quick Text” Gray background with black text in the DAZN Oscine font.

The player’s menu is turned off and the user can use navigation buttons on the lesson slides. The button of the current page is blue.

How to Make Your First Quick Text Follow these helpful instructions to make your first Quick Text. The next slide is a video demonstration of the process to help you, if you have never done it before. If you have already made a Quick Text and are familiar with the process, feel free to skip this section and move on using the links to other pages. Remember, to access Quick Text from your keyboard during a live chat or email, hold down the control key a hit the period key.

How to Make Your First Quick Text (header text in bold) 1. Open the Quick Text Window. 2. In the upper right side of the window, click "New Quick Text". 3. In the new window that opens, enter a title that will help you search for that particular Quick Text. 4. Enter your text into the "TEXT AREA" by pasting from a document or typing it. (NOTE: ignore the “Merge” field for now until we reach the “code” section.) 5. Leave the "Category" as "personal". 6. Enter the channel(s) desired. (chat, email or use both) 7. Click "Save". NOTE: To access Quick Text from your keyboard during a live chat or email, simply hold down the control key a type the period

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DAZN Salesforce Quick Text Using Grammar and Spell Checker 10: 38 seconds

DAZN logo and “How to Make your First Quick Text” Gray background with black text in the DAZN Oscine font.

The player’s menu is turned off and the user can use navigation buttons on the lesson slides. The button of the current page is blue.

Using Grammar and Spell Checker This exciting tool shows you spelling and grammar mistakes in real time by underlining the problem in red. Hover over the marked area and left click with your mouse to choose the correction. As an example, you can you it to capitalize the first letter of a customer’s name that was entered in all lower case, or to fix any misspelled word. This tool is compatible with multiple languages by setting them in the preference. Use the link at the top of the page to download the extension for your Google Chrome browser.

Use the link above or “Resources” to download the tool. To use the tool, hover over the word being indicated as incorrect and left click to reveal the correction options.

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DAZN Salesforce Quick Text Using Grammar and Spell Checker 11-15: 21 seconds

DAZN logo and “How to Make your First Quick Text” Gray background with black text in the DAZN Oscine font.

No navigation during the video sequence.

Clicks from video

Screenshot video is split into four slides

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DAZN Salesforce Quick Text Titles and Keywords 16: 90 seconds

DAZN logo and “How to Make your First Quick Text” Gray background with black text in the DAZN Oscine font.

The player’s menu is turned off and the user can use navigation buttons on the lesson slides. The button of the current page is blue.

As a general rule, a Quick Text that only contains a support phone number or a specific link for a service can be used for both chats and emails. Title these by their purpose. Specific instructions and steps should be separated into a Quick Text for email and another for chats. This is because the formats for chats and emails are different. Emails generally have a greeting, the subject, and a conclusion / "thank you", while chats are more conversational. Please note that your Quick Text can be modified during your chat or email. This will allow you to give the relevant information the customer is looking for while using code to make your life easier. During your work day, if you notice a pattern and are having to type the same response over and over, make a Quick Text for it and save yourself a lot of time.

Voiceover: Titles and Keywords To access Quick Text using your keyboard during a live chat or email, hold down the control key and hit the period key. The Quick Text search window will open for you. It is best to title your Quick Text with descriptive words also called keywords, to help you find it easier and faster. As an example, title a Quick Text for cancelling a DAZN/Apple subscription by including keywords such as Apple, Cancel, chat or email depending on the use of that particular Quick Text.

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DAZN Salesforce Quick Text Code and Automation

17: 48 seconds

DAZN logo and “How to Make your First Quick Text” Gray background with black text in the DAZN Oscine font.

The player’s menu is turned off and the user can use navigation buttons on the lesson slides. The button of the current page is blue.

• The account creation date, also called the billing date. • The account email address • The account payment type, and last four of the card on file if a DAZN subscription. There is much more code available than this using the “Merge” Fields. Having this information at your fingertips is very valuable during a live chat or email and will save an incredible amount of time.

Voiceover: Code and Automation You have reached the exciting part of the course. Code will help you to work smarter, not harder. Allow the program and the Apex code to help fill-in customer information automatically , so that you don't have to search for it and enter it manually during your chat or email. This customer information can and does include: • The case number • The account full name or the account first name

A link will be provided with code samples as an additional job aid.

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DAZN Salesforce Quick Text Demo of using Merge for Adding Code

18-26: 55 seconds

DAZN logo and “How to Make your First Quick Text” Gray background with black text in the DAZN Oscine font.

No navigation during the video sequence.

Audio from video

No navigation during the video sequence.

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DAZN Salesforce Quick Text Code and Automation

27-32: 5-10 min.

DAZN logo and “How to Make your First Quick Text” Gray background with black text in the DAZN Oscine font.

The player navigation is turned on during the test.

No audio during the quiz.

If the student has entered their name in the first slide, it will show at the top of the page before “Test your Knowledge” A total of five questions will be randomly drawn from a question bank containing 12 questions.

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DAZN Salesforce Quick Text Quiz Results and Score

33: 5 seconds.

DAZN logo and “How to Make your First Quick Text” Gray background with black text in the DAZN Oscine font.

The player navigation is turned on for the results page.

No audio during the quiz.

If the student has entered their name in the first slide, it will show at the top of the page. There is a button to review the quiz.

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DAZN Salesforce Quick Text Fulfilling the Customer 34: 57 seconds.

DAZN logo and “How to Make your First Quick Text” Gray background with black text in the DAZN Oscine font.

The player’s menu is turned off and the user can use navigation buttons on the lesson slides. The button of the current page is blue.

Voiceover: Fulfill your Customers’ Needs You’ve done it! You’ve finished the Quick text course. With a little practice, you will become an expert at using Quick Text to improve your chat response times and speed at competing emails. Quick Text is simply a tool to make your job easier and faster with pre-made responses. Of course it isn’t a way or reason to give the customer bad service or wrong information. It is very important to not use a Quick Text that doesn’t fit or answer the situation presented. It is up to you to use the tool intelligently and offer the best possible service to the DAZN customer. Congratulations on learning Quick Text and improving yourself at DAZN! Now armed with Quick Text and the other tools available to make you a super-agent, you are now on your way to achieving and also receiving great things!

If the student has entered their name in the first slide, it will show at the top of the page. This slide also includes a video of people dancing and celebrating.

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DAZN Salesforce Quick Text Fulfilling the Customer 35: 5 seconds.

DAZN logo and “How to Make your First Quick Text” Gray background with black text in the DAZN Oscine font.

The player’s menu is turned on and the user can use the “previous” and “next” buttons. The “next” button will also end the course on this slide.

No audio on this final slide. If the student has entered their name in the first slide, it will show at the top of the page. This slide will include a button to end the course.