Salesforce® Service Cloud® For Dummies®

Chapter 5

Solving Cases Efficiently

In This Chapter

Creating custom list views

Leveraging queues to manage cases

Automating assignments and responses

Taking advantage of organizational knowledge

With Salesforce Service Cloud, not only can support agents quickly create and manage cases, but additional features and automation rest at your fingertips, just waiting to increase productivity, save you time, ensure customer satisfaction, and cut support costs across the organization. With additional, simple, point-and-click configuration options, your organization can quickly take advantage of the most powerful solutions in the industry to ensure consistent, quality communications with customers, decrease average case-handling times, and increase transparency throughout the case management process.

In this chapter, we review the fundamentals of views and queues. No matter your role in the organization, a basic understanding of views and queues can mean a great deal of time saved for you and your colleagues as you manage your case workload. Next, we reveal the powerful automation tools ...