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Salesforce.com Customization Handbook by Sagar Pareek, Rakesh Gupta

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Service Cloud overview

Service Cloud is a product designed to automate your support process. By implementing this, an organization can boost its support process. This includes case, knowledge base, article management, entitlement, and many more features. Service Cloud includes everything that you need to make your support process faster.

Service Cloud can support your business purposes if you are looking for a solution to provide a call center setup, case management, service contract; additionally, you can track the day-to-day work of a support agent. It will help you close a case faster and make your customer happier.

Case management

Salesforce provides a number of ways to capture a case:

  • Creating a case manually
  • Using an Apex data loader (discussed ...

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