Chapter 16. Preparing Salesforce Service & Support
In This Chapter
Customizing cases
Using case queues and assignment rules
Building a knowledge base
Automating your support processes
Improving team productivity
The heart of any successful customer service application is case management, and Salesforce Service & Support provides a fully integrated solution to track, resolve, and manage all customer interactions regardless of the point of entry.
Your support team can log in and begin using cases and solutions immediately; but they'll be much more successful if you invest some time upfront to customize the program to the team's exact needs.
In this chapter, we guide the support executive or administrator on setting up case processes and customizing cases. Next, we show you how to configure a scaleable knowledge base with your collection of solutions. Then, we cover the different methods for automating customer service processes to improve agent efficiency.
Preparing Your Salesforce Service & Support Strategy
As a support executive, if you want to get Salesforce Service & Support working for you, you need to do some careful upfront planning. After you think through your processes, you can customize cases either by yourself or your Salesforce Service & Support administrator. Here are some tips to think about before you get started:
Define and prioritize your service and support objectives.
Start with the end in mind. The best way to customize your application is to decide what you want to measure ...
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