Teach Yourself VISUALLY Salesforce.com, 2nd Edition

CHAPTER 3

Using the Service Cloud

Your customer service representatives can use the Salesforce Service Cloud to manage, track, and resolve customer service issues, known as cases, with details stored in a special case object. Your team can create cases manually, or accept them from web forms or email. You can also define assignment rules to assign cases to teams or individuals using predefined criteria.

Create a New Case Record

Create Case Assignment Rules

Create Case Escalation Rules

Enable Solutions

Create a Solution

Attach a Solution to a Case

Create a Web-to-Case Form

Create an Email-to-Case Address

Create a New Case Record

You can create ...