© Felicia Duarte, Rachelle Hoffman 2018
Felicia Duarte and Rachelle HoffmanLearn Salesforce Lightninghttps://doi.org/10.1007/978-1-4842-2994-1_3

3. Salesforce Service Cloud

Felicia Duarte1  and Rachelle Hoffman2
La Puente, California, USA
Sunland, California, USA
Salesforce Service Cloud allows your customer service representatives and support representatives (users) to manage, track, and resolve customer inquiries and issues. The Service Cloud application uses the Case object to capture all the details needed to help them to resolve the inquiries and issues. Your users can manually create cases for requests via phone and in person or accept cases from multiple channels (e.g., web forms, email, real-time web chat, online communities, and social ...

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