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Salesforce.com® For Dummies®, 4th Edition by Matt Kaufman, Liz Kao, Tom Wong

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Chapter 16. Performing Fast and Accurate Support

In This Chapter

  • Understanding service and support processes

  • Creating cases

  • Updating cases

  • Viewing case lists

  • Researching and resolving cases

  • Communicating the outcome

Service Cloud 2 is the customer support application in Salesforce used to track and resolve cases. But it's more than that as well.

With Salesforce Service Cloud 2, 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 you understand how to use Salesforce Service Cloud 2. We first discuss basic support rep processes for handling new cases, and then we cover how to manage the growing caseload within Salesforce Service Cloud 2.

Walking through a Day in the Life of a Service Agent

Salesforce Service Cloud 2 follows a general process when it comes to managing cases. Service agents (you may call them 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 ...

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