Salesforce Service Cloud For Dummies

✍ Scribed by Paz, Jon; Kelley, T J

• Publisher: John Wiley & Sons
• Year: 2015
• Tongue: English
• Leaves: 384
• Edition: 1
• Category: Library

✦ Synopsis

Learn how to provide top-grade customer service anywhere, anytime with Salesforce Service Cloud

Salesforce Service Cloud empowers your service organization to interact with customers through any channel and provide an individualized experience that will be worth sharing—for your customers and for your company. Salesforce Service Cloud For Dummies is one the first books to focus specifically on Salesforce Service Cloud software. With it, you'll discover how to set up a sophisticated support center for your business in a matter of a few hours. Whether you're a service executive, manager, support agent, or system administrator, you will discover how to maximize usage of Service Cloud through best practices and step-by-step guidelines. This book will help your customer service departments gain a holistic view of the customers they serve, and provide your customers with meaningful, efficient interactions.

• Examines how to enable your agents to provide efficient service
• Discusses how to interact with customers through any channel
• Offers insights on improving internal communication and collaboration
• Shows how to resolve customer's questions in a timely manner

Take advantage of this opportunity to be heard above your competition with the help of Salesforce Service Cloud For Dummies.

✦ Table of Contents

Content: Introduction 1 Part I: Getting Started with Salesforce Service Cloud 5 Chapter 1: Solving Business Challenges with Service Cloud 7 Chapter 2: Navigating Service Cloud 15 Chapter 3: Personalizing Service Cloud 35 Part II: Handling Customer Issues 49 Chapter 4: Creating and Managing Cases 51 Chapter 5: Solving Cases Efficiently 69 Chapter 6: Collaborating on Cases 95 Part III: Improving Your Service Organization s Effectiveness 111 Chapter 7: Capturing Cases in a Multi-Channel World 113 Chapter 8: Managing a Contact Center with Service Cloud Console 131 Chapter 9: Implementing the Service Cloud Console 139 Part IV: Leveraging Your Organizational Knowledge 151 Chapter 10: Planning Your Knowledge Implementation 153 Chapter 11: Setting Up Salesforce Knowledge 163 Chapter 12: Managing and Categorizing Articles 181 Part V: Recognizing When It Takes a Community 203 Chapter 13: Understanding Communities 205 Chapter 14: Creating a Community 215 Chapter 15: Optimizing Your Community 231 Part VI: Measuring Contact Center Performance 253 Chapter 16: Understanding Key Salesforce Contact Center Reports 255 Chapter 17: Customizing Reports 263 Chapter 18: Building Contact Center Dashboards 271 Part VII: Designing Your Service Solution with Forcecom 287 Chapter 19: Understanding the Configuration for Your Business 289 Chapter 20: Customizing Service Cloud with Forcecom 305 Chapter 21: Extending beyond Service Cloud 325 Part VIII: The Part of Tens 333 Chapter 22: Ten Questions to Ask Before Implementing Knowledge 335 Chapter 23: Ten Bad Habits to Leave with Your Legacy System 341 Index 347