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Salesforce CRM Administration Handbook
book

Salesforce CRM Administration Handbook

by Krzysztof Nowacki, Mateusz Twarożek
April 2024
Intermediate to advanced content levelIntermediate to advanced
328 pages
9h 20m
English
Packt Publishing
Content preview from Salesforce CRM Administration Handbook

10

Service Cloud

In the previous chapter, you read about custom applications available in AppExchange and solutions created by a group of fantastic people – Salesforce Labs. But what if we need something more comprehensive that will allow us to launch our own help desk? That’s what this chapter is about, namely, Service Cloud.

We will cover essential issues including the structure, application, and most important features. These elements will be discussed in the following sections:

  • Introduction to Service Cloud
  • Case management

Introduction to Service Cloud

Surely, at least once in your life, you have contacted a help desk. Remember that annoying hold music while waiting for someone to pick up? I do! I used to be on the other side of the phone, ...

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Publisher Resources

ISBN: 9781835085691