Salesforce® Service Cloud® For Dummies®

Introduction

Welcome to Salesforce Service Cloud For Dummies, a guide for longtime or new users of Service Cloud, a customer service application released by Salesforce that runs in the cloud. For our purposes, running in the cloud means that you get login credentials (a username and password) and use them to access your database from wherever you want. Think of it like Netflix or Gmail. No matter where you are, what time of day it is, or which device you choose to use, you can open your application and continue working from where you left off. The Service Cloud is one of the fastest-growing segments of Salesforce’s business, helping customers worldwide address their customers’ problems and needs in real-time, and this book sets out to cover it in an organized and succinct way.

About This Book

This book is for anyone looking to improve their customer service experience. Anyone can read this book, really, but it’s intended for service reps, administrators, call center executives, or Salesforce enthusiasts who want an inside look at the features and capabilities of Service Cloud. It shows you how you can transform your customer care business with clicks not code, from anywhere, at anytime, in a matter of hours or days instead of months or years.

This book also takes an inside look at Communities and Salesforce Knowledge, two major and exciting new features that remain elusive to many.

Use this book to better support your customers, to collaborate with your teams, and to get the ...