Salesforce service cloud for dummies
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 w...
| Otros Autores: | |
|---|---|
| Formato: | Libro electrónico |
| Idioma: | Inglés |
| Publicado: |
Hoboken, NJ:
Wiley
c2015.
Hoboken, New Jersey : 2015. |
| Edición: | 1st edition |
| Colección: | --For dummies.
|
| Materias: | |
| Ver en Biblioteca Universitat Ramon Llull: | https://discovery.url.edu/permalink/34CSUC_URL/1im36ta/alma991009628950106719 |
Tabla de Contenidos:
- 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
