Salesforce Service Cloud for Dummies

by Paz, Jon; Kelley, T. J.

• ISBN13: 9781119010685
• ISBN10: 1119010683
• Edition: 1st
• Format: Paperback
• Copyright: 2015-03-23
• Publisher: For Dummies

Summary

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.

Author Biography

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.

Table of Contents

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