March 2015
Intermediate to advanced
384 pages
7h 56m
English
Content preview from Salesforce® Service Cloud® For Dummies®
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Chapter 8
Managing a Contact Center with Service Cloud Console
In This Chapter
Working in the Service Cloud Console application
Understanding basic Service Cloud Console terminology
Answering the right questions before implementing the Service Cloud Console
Those who work in or manage high-volume contact centers frequently cite similar pain points and familiar daily struggles: high-stress environments compounded by painful processes to get the information necessary from and to large numbers of customers. On top of it all, many agents are expected to answer and resolve a certain number of issues every hour. Besides the more obvious measures a call center can take to solve these common problems (training programs, positive incentives, proper scheduling, and friendly competition), the Service Cloud Console also can greatly help manage an agent’s workload out of the box.
The Service Cloud Console is a tab-based application interface that Salesforce Service Cloud uses to simplify case management by giving agents more access to key data using fewer clicks. In other words, less time finding important information and more time satisfying customers.
In this chapter, we first walk you through ...
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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.