Salesforce Service Cloud For Dummies [electronic resource].

ISBN:

9781119010708

Title:

Author:

Paz, Jon.

Personal Author:

Paz, Jon.

Publication Information:

Somerset : Wiley, 2015.

Physical Description:

1 online resource (387 p.)

General Note:

Description based upon print version of record.

Contents:

Title Page; Copyright Page; Table of Contents; Introduction; About This Book; Foolish Assumptions; Icons Used in This Book; Beyond the Book; Where to Go from Here; Part I Getting Started with Salesforce Service Cloud; Chapter 1 Solving Business Challenges with Service Cloud; Keeping Your Customers Happy; Measuring the Health of Your Business; Establishing a Single Source of Truth; Collaborating with Your Coworkers; Getting the Data You Need When and Where You Need It; Building Brand Loyalists; Reducing customer frustration; Giving your customers options

Creating connections with your customersImproving the quality of agent interactions; Expediting the service process; Chapter 2 Navigating Service Cloud; Choosing the Right Edition of Service Cloud for Your Business; Logging In to Service Cloud; Open sesame: Setting up a password; I call do-over!: Resetting your password; Logging in and authenticating; Navigating the Home Page; Using the sidebar and custom links; Using the Chatter feed; Managing My Tasks and Calendar; Visualizing analytics with Dashboard snapshots; Getting Started with Records; Creating new records; Editing or deleting records

Getting the most out of the Detail pageFinding the Help and Setup Menu; Chapter 3 Personalizing Service Cloud; Understanding the My Settings Page; Updating Your Personal Information; Modifying your user record; Changing your password; Creating personal groups; Changing your display; Granting others login access; Using Calendar sharing; Reminding and alerting yourself; Customizing your email settings; Working with Salesforce Remotely and Offline; Changing Chatter Preferences; Part II Handling Customer Issues; Chapter 4 Creating and Managing Cases; Opening Cases for Customers

Understanding the case recordIdentifying and qualifying your customers; Managing Your Cases; Capturing case details; Researching and resolving the issue; Communicating the solution; Ensuring consistency with email templates; Closing a Case; Chapter 5 Solving Cases Efficiently; Managing Cases with Views and Queues; Creating a view; Managing your organization's views; Creating a case queue; Using Automation to Your Advantage; Assigning cases within your organization; Creating assignment rules; Setting up automatic responses for your organization; Defining auto‐response rules

Researching the IssueInvestigating Content; Solving cases with suggested solutions; Using Knowledge; Chapter 6 Collaborating on Cases; Getting Assistance with Case Teams; Defining case team roles and access; Setting up case teams; Using predefined case teams; Adding team members to your case; Escalating a Case; Reassigning a case; Creating escalation rules by criteria; Setting up escalation actions; Leveraging Chatter on Cases; Tapping into internal knowledge; Communicating with customers and partners; Part III Improving Your Service Organization's Effectiveness

Chapter 7 Capturing Cases in a Multi-Channel World

Subject Term:

Cloud computing.

Customer services.

Added Author:

Kelley, T. J.

Format:

Electronic Resources

Electronic Access:

Click here to view book

Publication Date:

2015

Publication Information:

Somerset : Wiley, 2015.

Available:*

Shelf Number	Material Type	Copy	Shelf Location	Status
658.812	1:E-BOOK	1	1:ON-DEMAND	Searching... Unknown

Bound With These Titles

On Order

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 Notes

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.