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

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Chapter 16

Managing Your Contact Center with Service Cloud

In This Chapter

arrow Customizing cases

arrow Using case queues and assignment rules

arrow Building a knowledge base

arrow Automating your support processes

arrow 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.

Preparing Your Salesforce Service Cloud Strategy

As a support executive, ...

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