Salesforce Service Cloud For Dummies

  • 4h 24m
  • Jon Paz, TJ Kelley
  • John Wiley & Sons (US)
  • 2015

Learn to:

  • Enable your agents to provide efficient service
  • Interact with customers through any channel
  • Improve internal communication and collaboration
  • Resolve customers' questions in a timely manner

Provide top-notch customer service anytime, anywhere with Salesforce Service Cloud

Do you want to interact with customers through any channel and provide an individualized experience that's worth sharing? Inside, you'll find everything you need to set up a sophisticated support center for your business in a matter of a few hours using Salesforce Service Cloud.

  • Get your head in the Cloud — find out how Salesforce and Service Cloud can solve your business challenges, use the system effectively, and make it your own
  • Make a solid case — see the entire lifecycle of case management in Service Cloud, from case creation to case closure—and everything in between
  • Up, up, and away — wrap your mind around the customer service landscape, understand how the Service Cloud Console will transform the way your agents work, and increase agent productivity
  • Knowledge is power — get up to speed on Knowledge, a hugely useful and often'misunderstood area of Service Cloud functionality
  • It takes a village — take a tour of the Communities feature and discover the full power of using this feature effectively

Open the book and find:

  • Easy-to-follow guidance on getting started with Salesforce Service Cloud
  • How to create mini-page layouts for your Service Cloud Console
  • Steps for customizing and optimizing your communities
  • Ways to measure contact center performance
  • Ten questions to ask before implementing Knowledge
  • Bad habits to leave with your legacy systems

About the Author

After working with various clients and industries to implement Service Cloud, Jon Paz has witnessed first-hand the transformative value of the product and evangelizes the need for it across verticals. TJ Kelley is a Salesforce.com partner and certified Service Cloud consultant.

In this Book

  • Introduction
  • Solving Business Challenges with Service Cloud
  • Navigating Service Cloud
  • Personalizing Service Cloud
  • Creating and Managing Cases
  • Solving Cases Efficiently
  • Collaborating on Cases
  • Capturing Cases in a Multi-Channel World
  • Managing a Contact Center with Service Cloud Console
  • Implementing the Service Cloud Console
  • Planning Your Knowledge Implementation
  • Setting up Salesforce Knowledge
  • Managing and Categorizing Articles
  • Understanding Communities
  • Creating a Community
  • Optimizing Your Community
  • Understanding Key Salesforce Contact Center Reports
  • Customizing Reports
  • Building Contact Center Dashboards
  • Understanding the Configuration for Your Business
  • Customizing Service Cloud with Force.com
  • Extending beyond Service Cloud
  • Ten Questions to Ask before Implementing Knowledge
  • Ten Bad Habits to Leave with Your Legacy System
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