Salesforce For Dummies, 7th Edition

Chapter 13

Tracking the Support Life Cycle with Cases

IN THIS CHAPTER

Understanding service and support processes

Creating Cases

Using Case queues

Resolving Cases

Communicating the outcome

Salesforce provides robust customer service functionality in its Service Cloud product. The module is used to track and resolve Cases, using a variety of features that allow agents to respond to Cases as efficiently as possible. But it’s more than that as well.

With Service Cloud, you have all the tools at your fingertips to efficiently deliver excellent customer service while managing the costs of operations. In days and weeks, versus months and years, you can start and manage a fully integrated customer service strategy that supports the many channels that customers use to communicate with you. Service Cloud also provides the ability to handle web chats from customers looking for help on your website, the ability for customers to log in to a private community where they can submit new Cases and ...