March 2015
Intermediate to advanced
384 pages
7h 56m
English
Content preview from Salesforce® Service Cloud® For Dummies®
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Chapter 7
Capturing Cases in a Multi-Channel World
In This Chapter
Understanding the multi-channel approach
Implementing Web-to-Case
Setting up Email-to-Case
Considering computer telephony integration
Using Live Agent chat
Exploring social channels
Case management is the heart of any support strategy, and Salesforce Service Cloud highlights this by giving you the tools to provide excellent customer service through a wide range of channels. In an increasingly connected world, conventional (and more operationally expensive) service channels such as call centers can no longer be the only source of service.
Today’s consumer wants immediate service around the clock through a variety of devices and channels, without having to listen to hold music or repeat the issue to multiple reps. The modern customer leaves public feedback, making the customer’s experience critical to your company’s ...
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O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.Julian F.
I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.Addison B.
I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.Amir M.
I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.