Was ist das eigentlich? Cyberrisiken verständlich erklärt

Es wird viel über Cyberrisiken gesprochen. Oftmals fehlt aber das grundsätzliche Verständnis, was Cyberrisiken überhaupt sind. Ohne diese zu verstehen, lässt sich aber auch kein Versicherungsschutz gestalten.

Beinahe alle Aktivitäten des täglichen Lebens können heute über das Internet abgewickelt werden. Online-Shopping und Online-Banking sind im Alltag angekommen. Diese Entwicklung trifft längst nicht nur auf Privatleute, sondern auch auf Firmen zu. Das Schlagwort Industrie 4.0 verheißt bereits eine zunehmende Vernetzung diverser geschäftlicher Vorgänge über das Internet.

Anbieter von Cyberversicherungen für kleinere und mittelständische Unternehmen (KMU) haben Versicherungen die Erfahrung gemacht, dass trotz dieser eindeutigen Entwicklung Cyberrisiken immer noch unterschätzt werden, da sie als etwas Abstraktes wahrgenommen werden. Für KMU kann dies ein gefährlicher Trugschluss sein, da gerade hier Cyberattacken existenzbedrohende Ausmaße annehmen können. So wird noch häufig gefragt, was Cyberrisiken eigentlich sind. Diese Frage ist mehr als verständlich, denn ohne (Cyber-)Risiken bestünde auch kein Bedarf für eine (Cyber-)Versicherung.

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Vendor Name : Salesforce
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Service-Cloud-Consultant exam Format | Service-Cloud-Consultant Course Contents | Service-Cloud-Consultant Course Outline | Service-Cloud-Consultant exam Syllabus | Service-Cloud-Consultant exam Objectives


Course Outline: Salesforce Certified Service Cloud Consultant

I. Introduction to Salesforce Service Cloud
A. Overview of Salesforce Service Cloud features and capabilities
B. Service Cloud architecture and components
C. Understanding the role of a Service Cloud consultant

II. Service Cloud Implementation Strategies
A. Defining service objectives and requirements
B. Designing service processes and workflows
C. Planning for data migration and integration

III. Service Cloud Data Model and Configuration
A. Understanding standard and custom objects in Service Cloud
B. Configuring case management and queues
C. Implementing entitlements and service contracts

IV. Salesforce Knowledge Management
A. Configuring and managing knowledge articles
B. Implementing knowledge article versioning and translation
C. Enabling knowledge base search and article recommendations

V. Omni-Channel and Service Console
A. Setting up Omni-Channel routing and work distribution
B. Configuring Service Console for efficient agent productivity
C. Customizing console components and layouts

VI. Service Cloud Automation
A. Designing and implementing service workflows
B. Utilizing process builder and flow for automation
C. Implementing service-level agreements (SLAs)

VII. Salesforce CTI Integration
A. Integrating telephony systems with Service Cloud
B. Configuring softphone functionality and screen pops
C. Implementing call center analytics and reporting

VIII. Service Cloud Analytics and Reporting
A. Creating service reports and dashboards
B. Analyzing service performance and customer satisfaction
C. Utilizing Einstein Analytics for service insights

Exam Objectives:
- Understand the features and capabilities of Salesforce Service Cloud
- Design and implement Service Cloud solutions based on business requirements
- Configure and customize Service Cloud components, such as cases, entitlements, and knowledge management
- Set up Omni-Channel routing and optimize agent productivity with Service Console
- Automate service processes using workflows, process builder, and flow
- Integrate telephony systems with Service Cloud for CTI functionality
- Create and analyze service reports and dashboards
- Demonstrate knowledge of best practices and industry standards for Service Cloud implementation

Syllabus:
The syllabus for the Salesforce Certified Service Cloud Consultant course will cover the following topics:
- Introduction to Salesforce Service Cloud
- Service Cloud Implementation Strategies
- Service Cloud Data Model and Configuration
- Salesforce Knowledge Management
- Omni-Channel and Service Console
- Service Cloud Automation
- Salesforce CTI Integration
- Service Cloud Analytics and Reporting



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Salesforce debuts Sales Elevate, bringing its cloud into Slack

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Salesforce is deeply integrating Sales Cloud with Slack. The Marc Benioff-led CRM giant today said it is launching Slack Sales Elevate, a new experience in the work collaboration platform that will enable sales executives and managers to keep tabs on active opportunities and close deals more seamlessly.

The offering, which goes into general availability today, will come at an additional cost of $60 per user per month — over Slack’s regular paid plans — and will save executives from going back to Sales Cloud for basic day-to-day tasks such as updating their pipelines and adding deal values.

“Bringing Sales Cloud into Slack and providing new sales productivity tools and automation in Slack helps sellers save time and access the right people and information to make better decisions,” Rob Seaman, SVP of product at Slack, said in a statement. “A Slack-based approach to selling will make it easier than ever for Sales Cloud customers to focus on the work that matters: Working with customers and closing deals.”

How will Slack Sales Elevate help?

Companies across sectors want sales reps to double down on their selling activities and drive revenues. However, the reality is far from this expectation, as most executives remain bogged down in administrative work and cumbersome tools, leading to less efficient selling. According to Salesforce’s State of Sales report, reps currently spend more than 70% of their time on non-selling tasks.

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“Throughout the course of a week, sales reps are constantly communicating with their colleagues and customers,” Seaman told VentureBeat. “They’re figuring out things like how much a deal is worth or when it could be closed, and taking notes of all this along with what the next steps are. Then, when the manager asks for a forecast, they go get all these notes and update them in batch in Salesforce.”

Slack Sales Elevate brings a personalized selling home on Slack, centralizing information from Sales Cloud and giving executives data and admin tools right where they are having their conversations about selling.

Offering a bird’s eye view

As the company explains, the offering brings a new Sales tab to Slack, where reps can go to get a bird’s-eye view of their open opportunities, opportunities closing soon, and the revenue generated. It pulls in data from the Sales Cloud and even allows the executives to take action on their pipeline without moving out of Slack. 

For instance, executives could bump up the amount for an account, change the stage it is in, or add the next steps planned to close the deal. As the changes are made, they are updated directly back in Salesforce.

More importantly, the new experience also ties in with notifications and reminders. For example, executives can be notified about updating their opportunity pipeline before a forecast call. Meanwhile, sales managers who get a view of all team opportunities with more comprehensive pipeline tools can set up automatic notifications for all kinds of deal updates — be it stage change for a specific opportunity, amount updates or new opportunities. 

This way, when an executive closes a deal and updates that information on their opportunity pipeline within the Sales tab, the manager can be notified right away — with all the changes syncing back to Salesforce at the same time. No more need to run a report or go on a one-on-one.

Notably, Slack Sales Elevate also allows users to leverage AI-powered, no-code workflows with Salesforce-triggered notifications, like support requests and deal approvals, without any technical expertise. So, when a new opportunity from Sales Cloud updates in Slack, a workflow could use that data to generate and send a note in an account channel to alert the sales rep to follow up. However, this is not yet available in Slack Sales Elevate.

Expanding the use of Salesforce

While Slack Sales Elevate will save sales reps’ time, Seaman emphasized it is not aimed at stopping users from accessing Salesforce. In fact, the offering is just an extension of Sales Cloud, giving a real-time view and extending its usage.

“We have a concept that they call thick work and thin work,” he explained. “Thin work is something like updating your opportunities or being told something happened, while thick work is more comprehensive stuff, like realigning sales territories or configuring a complex product with a lot of options. That’s a natural point where you would bounce from Slack to Salesforce. They think it’ll result in more usage of Salesforce as a result.”

The Slack SVP noted that the offering is being tested by “tens of thousands” of enterprise users, including those from. Box and Roku. Sales reps have seen a 76% time reduction in managing their pipelines, he added.

Moving ahead, the company also plans to Improve the experience of Slack Sales Elevate and focus on improving access to other Salesforce segments, including marketing and service. However, Seaman noted that there’s no timeline for it yet.

“We’re charting a path for these kinds of domain-specific experiences within Slack,” he said. “But what we’ll probably do first is enhance the experience of Sales — like you want to know when one of your customers logs a case, or you want to know when the customer has been included in a marketing campaign. We’ll probably start ingesting that information for notification purposes with Sales and then nail this experience before they start moving into service or marketing.”

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Slack Sales Elevate brings Salesforce cloud into Slack

Slack has announced the general availability of a new service in its collaboration platform which the company hopes will help sales reps become even more efficient.

Chances are, if you’re already using Salesforce products for your CRM needs and the likes, then you’ll be using Slack for staying in touch given the close alliance between the two businesses (Salesforce acquired Slack in July 2021).

Now, Slack Sales Elevate is designed to provide workers some of their most regularly accessed Salesforce tools right into the chatting app to help minimize wasted time.

According to the company’s own research, sales reps are spending a huge amount of their time (more than 70%) bogged down with non-selling tasks, which represents a significant area for improvement in terms of efficiency.

Senior VP of Product for Slack, Rob Seaman, said: “Bringing Sales Cloud into Slack and providing new sales productivity tools and automations in Slack helps sellers save time and access the right people and information to make better decisions.”

Given that Slack is now much more than a back-and-forth instant messaging platform, users can also set up automations, reminders, notifications, and more. These can relate to things like deals, opportunities, and pipeline updates.

In its announcement, Salesforce also hinted at future AI-powered no-code workflows. The San Francisco-based company has already committed to building a number of its own artificial intelligence tools in a bid to save workers some precious time across its other products.

Clearly, this is a product that, at launch, is designed to be for larger sales teams. Eligible accounts include Slack Business+ plans and above, in addition to Professional, Enterprise, and Unlimited Sales Cloud editions. Those looking to try out Slack Sales Elevate can expect to pay $60 per user per month.


 


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Warum sind Cyberrisiken so schwer greifbar?

Als mehr oder weniger neuartiges Phänomen stellen Cyberrisiken Unternehmen und Versicherer vor besondere Herausforderungen. Nicht nur die neuen Schadenszenarien sind abstrakter oder noch nicht bekannt. Häufig sind immaterielle Werte durch Cyberrisiken in Gefahr. Diese wertvollen Vermögensgegenstände sind schwer bewertbar.

Obwohl die Gefahr durchaus wahrgenommen wird, unterschätzen viele Firmen ihr eigenes Risiko. Dies liegt unter anderem auch an den Veröffentlichungen zu Cyberrisiken. In der Presse finden sich unzählige Berichte von Cyberattacken auf namhafte und große Unternehmen. Den Weg in die Presse finden eben nur die spektakulären Fälle. Die dort genannten Schadenszenarien werden dann für das eigene Unternehmen als unrealistisch eingestuft. Die für die KMU nicht minder gefährlichen Cyber­attacken werden nur selten publiziert.

Aufgrund der fehlenden öffentlichen Meldungen von Sicherheitsvorfällen an Sicherheitsbehörden und wegen der fehlenden Presseberichte fällt es schwer, Fakten und Zahlen zur Risikolage zu erheben. Aber ohne diese Grundlage fällt es schwer, in entsprechende Sicherheitsmaßnahmen zu investieren.

Erklärungsleitfaden anhand eines Ursache-Wirkungs-Modells

Häufig nähert man sich dem Thema Cyberrisiko anlass- oder eventbezogen, also wenn sich neue Schaden­szenarien wie die weltweite WannaCry-Attacke entwickeln. Häufig wird auch akteursgebunden beleuchtet, wer Angreifer oder Opfer sein kann. Dadurch begrenzt man sich bei dem Thema häufig zu sehr nur auf die Cyberkriminalität. Um dem Thema Cyberrisiko jedoch gerecht zu werden, müssen auch weitere Ursachen hinzugezogen werden.

Mit einer Kategorisierung kann das Thema ganzheitlich und nachvollziehbar strukturiert werden. Ebenso hilft eine solche Kategorisierung dabei, eine Abgrenzung vorzunehmen, für welche Gefahren Versicherungsschutz über eine etwaige Cyberversicherung besteht und für welche nicht.

Die Ursachen sind dabei die Risiken, während finanzielle bzw. nicht finanzielle Verluste die Wirkungen sind. Cyberrisiken werden demnach in zwei Hauptursachen eingeteilt. Auf der einen Seite sind die nicht kriminellen Ursachen und auf der anderen Seite die kriminellen Ursachen zu nennen. Beide Ursachen können dabei in drei Untergruppen unterteilt werden.

Nicht kriminelle Ursachen

Höhere Gewalt

Häufig hat man bei dem Thema Cyberrisiko nur die kriminellen Ursachen vor Augen. Aber auch höhere Gewalt kann zu einem empfindlichen Datenverlust führen oder zumindest die Verfügbarkeit von Daten einschränken, indem Rechenzentren durch Naturkatastrophen wie beispielsweise Überschwemmungen oder Erdbeben zerstört werden. Ebenso sind Stromausfälle denkbar.

Menschliches Versagen/Fehlverhalten

Als Cyberrisiken sind auch unbeabsichtigtes und menschliches Fehlverhalten denkbar. Hierunter könnte das versehentliche Veröffentlichen von sensiblen Informationen fallen. Möglich sind eine falsche Adressierung, Wahl einer falschen Faxnummer oder das Hochladen sensibler Daten auf einen öffentlichen Bereich der Homepage.

Technisches Versagen

Auch Hardwaredefekte können zu einem herben Datenverlust führen. Neben einem Überhitzen von Rechnern sind Kurzschlüsse in Systemtechnik oder sogenannte Headcrashes von Festplatten denkbare Szenarien.

Kriminelle Ursachen

Hackerangriffe

Hackerangriffe oder Cyberattacken sind in der Regel die Szenarien, die die Presse dominieren. Häufig wird von spektakulären Datendiebstählen auf große Firmen oder von weltweiten Angriffen mit sogenannten Kryptotrojanern berichtet. Opfer kann am Ende aber jeder werden. Ziele, Methoden und auch das Interesse sind vielfältig. Neben dem finanziellen Interesse können Hackerangriffe auch zur Spionage oder Sabotage eingesetzt werden. Mögliche Hackermethoden sind unter anderem: Social Engineering, Trojaner, DoS-Attacken oder Viren.

Physischer Angriff

Die Zielsetzung eines physischen Angriffs ist ähnlich dem eines Hacker­angriffs. Dabei wird nicht auf die Tools eines Hackerangriffs zurückgegriffen, sondern durch das physische Eindringen in Unternehmensgebäude das Ziel erreicht. Häufig sind es Mitarbeiter, die vertrauliche Informationen stehlen, da sie bereits den notwendigen Zugang zu den Daten besitzen.

Erpressung

Obwohl die Erpressung aufgrund der eingesetzten Methoden auch als Hacker­angriff gewertet werden könnte, ergibt eine Differenzierung Sinn. Erpressungsfälle durch Kryptotrojaner sind eines der häufigsten Schadenszenarien für kleinere und mittelständische Unternehmen. Außerdem sind auch Erpressungsfälle denkbar, bei denen sensible Daten gestohlen wurden und ein Lösegeld gefordert wird, damit sie nicht veröffentlicht oder weiterverkauft werden.

Ihre Cyberversicherung sollte zumindet folgende Schäden abdecken:

Cyber-Kosten:

  • Soforthilfe und Forensik-Kosten (Kosten der Ursachenermittlung, Benachrichtigungskosten und Callcenter-Leistung)
  • Krisenkommunikation / PR-Maßnahmen
  • Systemverbesserungen nach einer Cyber-Attacke
  • Aufwendungen vor Eintritt des Versicherungsfalls

Cyber-Drittschäden (Haftpflicht):

  • Befriedigung oder Abwehr von Ansprüchen Dritter
  • Rechtswidrige elektronische Kommunikation
  • Ansprüche der E-Payment-Serviceprovider
  • Vertragsstrafe wegen der Verletzung von Geheimhaltungspflichten und Datenschutzvereinbarungen
  • Vertragliche Schadenersatzansprüche
  • Vertragliche Haftpflicht bei Datenverarbeitung durch Dritte
  • Rechtsverteidigungskosten

Cyber-Eigenschäden:

  • Betriebsunterbrechung
  • Betriebsunterbrechung durch Ausfall von Dienstleister (optional)
  • Mehrkosten
  • Wiederherstellung von Daten (auch Entfernen der Schadsoftware)
  • Cyber-Diebstahl: elektronischer Zahlungsverkehr, fehlerhafter Versand von Waren, Telefon-Mehrkosten/erhöhte Nutzungsentgelte
  • Cyber-Erpressung
  • Entschädigung mit Strafcharakter/Bußgeld
  • Ersatz-IT-Hardware
  • Cyber-Betrug