Salesforce service cloud for dummies / Jon Paz and TJ Kelley.

Format:

Book

Author/Creator:

Paz, Jon, author.

Kelley, TJ, author.

Series:

--For dummies.

For Dummies

Language:

English

Subjects (All):

Service cloud.

Customer services.

Cloud computing.

Physical Description:

1 online resource (387 p.)

Place of Publication:

Hoboken, New Jersey : John Wiley & Sons, Inc., 2015.

Language Note:

English

Summary:

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 - fin

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

Notes:

"Make Everything Easier!"--Cover.

Description based on print version record.