O'Reilly logo

Salesforce.com For Dummies, 5th Edition by Matt Kaufman, Liz Kao, Tom Wong

Stay ahead with the world's most comprehensive technology and business learning platform.

With Safari, you learn the way you learn best. Get unlimited access to videos, live online training, learning paths, books, tutorials, and more.

Start Free Trial

No credit card required

Chapter 15

Performing Fast and Accurate Support

In This Chapter

arrow Understanding service and support processes

arrow Creating cases

arrow Updating cases

arrow Viewing case lists

arrow Researching and resolving cases

arrow Communicating the outcome

Salesforce provides robust customer service functionality in its Service Cloud product. The module is used to track and resolve cases, using a variety of features that allow agents to respond to cases as efficiently as possible. But it’s more than that as well.

With Service Cloud, 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. Service Cloud also provides the ability to handle web chats from customers ...

With Safari, you learn the way you learn best. Get unlimited access to videos, live online training, learning paths, books, interactive tutorials, and more.

Start Free Trial

No credit card required