Chapter 15. Understanding Salesforce Service & Support
In This Chapter
Understanding Service & Support processes
Viewing case lists
Using solutions to research cases
Salesforce Service & Support is more than just a simple customer support application to track and resolve cases.
With Salesforce Service & Support, you have all the tools at your fingertips to efficiently deliver excellent customer service while managing the costs of operations. In days and weeks, versus months and years, you can start and manage a fully integrated customer service strategy that supports the many channels that customers use to communicate with you.
In this chapter, we help support reps understand how to use Salesforce Service & Support. We first discuss basic support rep processes for handling new cases, and then we cover how to manage the growing caseload within Salesforce Service & Support.
Walking through a Day in the Life of a Sales Rep
Salesforce Service & Support follows a general process when it comes to managing cases. Support reps commonly perform these tasks on any given day. The specific tasks may be different in your company, but you probably see some similarities:
Responding to inbound e‐mails and calls
Taking down new cases from assigned queues
Validating that the inquiry is coming from an authorized contact
Creating a case to begin tracking efforts to resolve the issue
Working the caseload, including researching solutions
Communicating the ...