Salesforce for Customer Service

Learn to leverage the cloud-based help desk solution from Salesforce, Service Cloud, for customer service. Find out how to automate cases and assignments and build a knowledge base.

Explore how to leverage the cloud-based help desk solution from Salesforce, Service Cloud, to manage customer service interactions. Increase customer satisfaction by accessing detailed Salesforce data and use Service Cloud's automation and knowledge base features to streamline interactions and find resolutions more quickly. Christine Pereira covers topics such as creating and managing cases, adding assignment rules, building a team of customer service reps, and finding and using knowledge articles to respond to cases. Plus, learn how to run reports to review statistics such as total cases created, case duration, solutions listed, etc., and discover how to customize reports to suit your needs.

Introduction

• Welcome
• What is Salesforce Service Cloud?
• Who uses Service Cloud?
• What you should know

1. Getting Started with Service Cloud

• What is a case?
• View a case
• Update a case
• Get started with knowledge articles

2. Case Management

• Case automation
• Add an assignment rule
• Email templates
• Add an auto responder
• Closing a case

3. Customer Channels

• What are customer channels?
• Web-to-Case
• Email-to-Case

4. Assigning Cases to Teams

• When to add a case team
• How to create teams
• How to use Chatter to resolve cases

5. Knowledge Articles and Reports

• How to use knowledge articles
• Build your knowledge base
• Basic reports in Service Cloud

Conclusion

• Next steps and additional resources