Salesforce® Service Cloud® For Dummies®

Salesforce® Service Cloud® For Dummies®

by T. J. Kelley, Jon Paz
Released March 2015
Publisher(s): Wiley
ISBN: 9781119010685

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Book description

Learn how to provide top-grade customer service anywhere, anytime with Salesforce Service Cloud

Salesforce Service Cloud empowers your service organization to interact with customers through any channel and provide an individualized experience that will be worth sharing–for your customers and for your company. Salesforce Service Cloud For Dummies is one the first books to focus specifically on Salesforce Service Cloud software. With it, you'll discover how to set up a sophisticated support center for your business in a matter of a few hours. Whether you're a service executive, manager, support agent, or system administrator, you will discover how to maximize usage of Service Cloud through best practices and step-by-step guidelines. This book will help your customer service departments gain a holistic view of the customers they serve, and provide your customers with meaningful, efficient interactions.

  • Examines how to enable your agents to provide efficient service

  • Discusses how to interact with customers through any channel

  • Offers insights on improving internal communication and collaboration

  • Shows how to resolve customer's questions in a timely manner

    • Take advantage of this opportunity to be heard above your competition with the help of Salesforce Service Cloud For Dummies.

    Table of contents

      1. Cover
      2. Introduction
        1. About This Book
        2. Foolish Assumptions
        3. Icons Used in This Book
        4. Beyond the Book
        5. Where to Go from Here
      3. Part I: Getting Started with Salesforce Service Cloud
        1. Chapter 1: Solving Business Challenges with Service Cloud
          1. Keeping Your Customers Happy
          2. Measuring the Health of Your Business
          3. Establishing a Single Source of Truth
          4. Collaborating with Your Coworkers
          5. Getting the Data You Need When and Where You Need It
          6. Building Brand Loyalists
        2. Chapter 2: Navigating Service Cloud
          1. Choosing the Right Edition of Service Cloud for Your Business
          2. Logging In to Service Cloud
          3. Navigating the Home Page
          4. Getting Started with Records
          5. Finding the Help and Setup Menu
        3. Chapter 3: Personalizing Service Cloud
          1. Understanding the My Settings Page
          2. Updating Your Personal Information
          3. Working with Salesforce Remotely and Offline
          4. Changing Chatter Preferences
      4. Part II: Handling Customer Issues
        1. Chapter 4: Creating and Managing Cases
          1. Opening Cases for Customers
          2. Managing Your Cases
          3. Closing a Case
        2. Chapter 5: Solving Cases Efficiently
          1. Managing Cases with Views and Queues
          2. Using Automation to Your Advantage
          3. Researching the Issue
        3. Chapter 6: Collaborating on Cases
          1. Getting Assistance with Case Teams
          2. Escalating a Case
          3. Leveraging Chatter on Cases
      5. Part III: Improving Your Service Organization’s Effectiveness
        1. Chapter 7: Capturing Cases in a Multi-Channel World
          1. Offering Multiple Service Channels
          2. Setting Up Web-to-Case
          3. Implementing Email-to-Case
          4. Discovering Computer Telephony Integration
          5. Implementing Live Agent Chat
          6. Discovering Social Channels
        2. Chapter 8: Managing a Contact Center with Service Cloud Console
          1. Using the Service Cloud Console
          2. Saving Time with Keyboard Shortcuts
          3. Getting Familiar with Service Cloud Console Terms
          4. Preparing Your Strategy for the Console
        3. Chapter 9: Implementing the Service Cloud Console
          1. Understanding the Service Cloud Console
          2. Enabling the Highlights Panel
          3. Adding an App for the Service Cloud Console
          4. Building Interaction Logs
          5. Choosing a List Display for the Console
          6. Selecting Users to Work in the Console
      6. Part IV: Leveraging Your Organizational Knowledge
        1. Chapter 10: Planning Your Knowledge Implementation
          1. Understanding Basic Knowledge Terminology
          2. Categorizing and Adding Article Types
          3. Displaying Articles and Layouts
          4. Thinking about Approval Processes
          5. Designating Article Access and Permissions
        2. Chapter 11: Setting Up Salesforce Knowledge
          1. Segmenting Knowledge with Article Types
          2. Turning on Salesforce Knowledge
          3. Using Cases with the Knowledge Base
        3. Chapter 12: Managing and Categorizing Articles
          1. Managing Articles
          2. Categorizing Articles into Data Categories
          3. Automating Article Management
      7. Part V: Recognizing When It Takes a Community
        1. Chapter 13: Understanding Communities
          1. Distinguishing Use Cases for Community Types
          2. Comparing Communities with Portals
          3. Glimpsing a Customer Community for New Members
        2. Chapter 14: Creating a Community
          1. Planning Your Community
          2. Setting Up Communities
          3. Creating Your Community
          4. Adding Members to Your Community
          5. Adding Tabs to Your Community
          6. Previewing Your Community
        3. Chapter 15: Optimizing Your Community
          1. Customizing and Branding Your Communities
          2. Publishing and Governing Your Communities
      8. Part VI: Measuring Contact Center Performance
        1. Chapter 16: Understanding Key Salesforce Contact Center Reports
          1. Navigating the Reports Home Page
          2. Leveraging Common Support Reports
        2. Chapter 17: Customizing Reports
          1. Building a Report from Scratch
          2. Modifying Existing Reports
          3. Sifting through Reports
          4. Showing and Hiding Details
        3. Chapter 18: Building Contact Center Dashboards
          1. Planning for Dashboards
          2. Creating a Dashboard for Your Contact Center
          3. Organizing Your Dashboards
      9. Part VII: Designing Your Service Solution with Force.com
        1. Chapter 19: Understanding the Configuration for Your Business
          1. Looking at Administration Setup
          2. Viewing Your Company Profile
          3. Building the Role Hierarchy
          4. Defining Your Sharing Model
          5. Creating and Managing Profiles
          6. Setting Up Users in Your Organization
          7. Reviewing Other Security Controls
        2. Chapter 20: Customizing Service Cloud with Force.com
          1. Building and Editing Fields
          2. Customizing Page Layouts
          3. Managing Multiple Case-Management Processes
          4. Leveraging Record Types
          5. Workflow and Validation Rules
        3. Chapter 21: Extending beyond Service Cloud
          1. Defining the AppExchange Platform
          2. Deploying Apps for Your Company
      10. Part VIII: The Part of Tens
        1. Chapter 22: Ten Questions to Ask Before Implementing Knowledge
          1. How Much Control Does Your Organization Need over the Article Lifecycle?
          2. Would Your Organization Like to Present Articles to Agents in Various Formats?
          3. Does Your Organization Need to Target Particular Audiences with Certain Types of Articles?
          4. Will Your Organization Need to Access Detailed Reports and Metrics about Support Articles?
          5. Does Your Organization Leverage Multiple Channels for Support?
          6. Do Your Agents Need to Be Able to Rate Articles?
          7. Should Your Agents Be Able to Find, Create, and Send Articles?
          8. Do Your Agents Need to Collaborate on Support Articles Using Chatter?
          9. Do Your Agents Need Robust Search Functionality to Locate Articles?
          10. Do Your Agents Use the Service Console View?
        2. Chapter 23: Ten Bad Habits to Leave with Your Legacy System
          1. Using Microsoft Outlook Folders for Everything
          2. Reopening Cases
          3. Recreating a Legacy System to Relieve Your Separation Anxiety
          4. Using Email Too Much
          5. Data Quality: Do You Really Need All These Fields?
          6. Users Don’t Always Know Best
          7. Don’t Go Chasing Waterfall
          8. It Doesn’t End at Go-Live
          9. Not Leveraging a Certified Administrator
          10. Embracing the Change
      11. About the Authors
      12. Cheat Sheet
      13. Advertisement Page
      14. Connect with Dummies
      15. End User License Agreement

    Product information

    • Title: Salesforce® Service Cloud® For Dummies®
    • Author(s): T. J. Kelley, Jon Paz
    • Release date: March 2015
    • Publisher(s): Wiley
    • ISBN: 9781119010685