Enhancing On-Field Customer Support
Imagine your customer support team is on the move, resolving inquiries and addressing service issues directly at customer locations. In their day-to-day activities, they often need quick access to crucial media files like PDF documents or images sent by customers. However, navigating through Salesforce to locate these vital assets can be a time-consuming ordeal.
Solution:
With Media Manager, your on-field team gains effortless access to essential media files sent by customers. No more digging through a hierarchy of records in Salesforce to find the right files. Just seamless access to the media assets they need, empowering them to provide prompt and effective customer support while on the go.
Begin by creating a new Media Manager Configuration tailored to your specific needs and preferences. This configuration acts as a blueprint for organizing and presenting customer data effectively.
Create a Media Manager Configuration
Start by creating a new Media Manager Configuration. Specify the Configuration Name and Display Name.
Mention other details such as File Source = Both to view both File and Attachments.
Set Default Sort Field = Created Date, set to ascending.
Now, add a field from the Media Manager Object - Created Date, and another from Files – File Type.
Remove the Created By Id field from the list of Selected fields and Save the Configuration.
Update Settings
Under the File Viewing Options section, update the Default View to List View.
Next, disable the Auto-Play checkbox.
Under the Group Files Settings, enable Group By and set it to Group By “File Type” or “None” if required.
Under the File Tree Settings, ensure the “Enable Folder View” checkbox is checked.
Under the Other Settings section, Set the Files Limit and Files Limit Message. Enable both checkboxes under this section. Save the changes.
Managing Columns
Click on Edit and update the Order of the Columns such that the CreatedDate field is the first column and the Parent ID field is the last column.
Save the changes.
Managing Filters
Click on the “Add New” link to create a new filter.
Create a filter to filter out Media Manager files of this year based on the Media Manager Object’s Created Date.
Add another filter to filter out those Files such that the Last Modified Date field is equal within this year.
Set up the Filter Criteria as an “OR Condition” and save the filters.
Manage Row and List Actions
Under the Row Actions tab,
Remove these options for the users – Delete and Remove from Record.
Edit Image Settings: Update to include “Ask Each Time” for more flexibility.
Under the List Actions tab,
Remove these options for the users – Delete and Download.
Upload: Update Image Compression Quality to “Best Quality” for consistent image clarity.
Add any custom actions if necessary, such as Launching a flow or Lightning Web Component.
Setting up File Tree
Set up the Primary Object by adding a Case as a Primary Object.
Manage columns of this Object similarly to the “Column” tab in the Configuration.
Save those details.
Click on “Add Parent” to add Contact as a parent in the file tree on the left panel.
Manage columns and set up filters for the Parent Object.
Save the changes.
Placing the Configuration
Browse to a Case record and from the top right corner, select the gear icon.
Click on Edit Page and look for Media Manager V2 in the components on the left pane.
Drag and drop the component and now, on the right pane, select the created configuration.
Save the page and activate it if required.
With Media Manager Configurations, you're on-field sales support team can bid farewell to the days of data hunting and embrace a streamlined, efficient workflow that maximizes productivity and enhances customer satisfaction.