Salesforce Service Cloud For Dummies

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

Part I Getting Started with Salesforce Service Cloud
Chapter 1 Solving Business Challenges with Service Cloud
Chapter 2 Navigating Service Cloud
Chapter 3 Personalizing Service Cloud

Part II Handling Customer Issues
Chapter 4 Creating and Managing Cases
Chapter 5 Solving Cases Efficiently
Chapter 6 Collaborating on Cases

Part III Improving Your Service Organization’s Effectiveness
Chapter 7 Capturing Cases in a Multi-Channel World
Chapter 8 Managing a Contact Center with Service Cloud Console
Chapter 9 Implementing the Service Cloud Console

Part IV Leveraging Your Organizational Knowledge
Chapter 10 Planning Your Knowledge Implementation
Chapter 11 Setting Up Salesforce Knowledge
Chapter 12 Managing and Categorizing Articles

Part V Recognizing When It Takes a Community
Chapter 13 Understanding Communities
Chapter 14 Creating a Community
Chapter 15 Optimizing Your Community

Part VI Measuring Contact Center Performance
Chapter 16 Understanding Key Salesforce Contact Center Reports
Chapter 17 Customizing Reports
Chapter 18 Building Contact Center Dashboards

Part VII Designing Your Service Solution with Force.com
Chapter 19 Understanding the Configuration for Your Business
Chapter 20 Customizing Service Cloud with Force.com
Chapter 21 Extending beyond Service Cloud

Part VIII The Part of Tens
Chapter 22 Ten Questions to Ask Before Implementing Knowledge
Chapter 23 Ten Bad Habits to Leave with Your Legacy System