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Salesforce® Service Cloud® For Dummies® by Jon Paz, T. J. Kelley

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Chapter 4

Creating and Managing Cases

In This Chapter

arrow Creating cases for your customers

arrow Managing the case lifecycle

arrow Resolving and closing a case

Imagine you’re on a call with a customer about a specific issue he’s having with your product or service. After you’ve identified the customer on the phone, you want logging the issue to be incredibly simple — for good reason, too. In contact centers, every second counts. You need the ability to spin up cases on the fly.

Case management is the centerpiece of Service Cloud. It encompasses the entire lifecycle of your case — from the moment you create it until you close it, and all the touch points in between. The way you manage your cases in Service Cloud should map to your customized business process, and not the other way around.

We’ve all been in the customer’s shoes before, trying to get an issue resolved without having to wait on hold multiple times and repeat our issues to every person we’re transferred to. The bottom line is that no customer likes being shuffled around from agent to agent, and no service rep wants to be left unaware of customer activity and information. Learning to manage cases in Salesforce is the easiest way to ...

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