In This Chapter
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 Cloud 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 immediately, but they’ll be much more successful if you invest some time up front 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 review how to configure a scalable knowledge base. Then, we cover the different methods for automating customer service processes to improve agent efficiency.
As a support executive, ...