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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