Salesforce Service Cloud For Dummies (eBook)

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.

Introduction 1

Part I: Getting Started with Salesforce Service Cloud 5

Chapter 1: Solving Business Challenges with Service Cloud 7

Chapter 2: Navigating Service Cloud 15

Chapter 3: Personalizing Service Cloud 35

Part II: Handling Customer Issues 49

Chapter 4: Creating and Managing Cases 51

Chapter 5: Solving Cases Efficiently 69

Chapter 6: Collaborating on Cases 95

Part III: Improving Your Service Organization's Effectiveness 111

Chapter 7: Capturing Cases in a Multi-Channel World 113

Chapter 8: Managing a Contact Center with Service Cloud Console 131

Chapter 9: Implementing the Service Cloud Console 139

Part IV: Leveraging Your Organizational Knowledge 151

Chapter 10: Planning Your Knowledge Implementation 153

Chapter 11: Setting Up Salesforce Knowledge 163

Chapter 12: Managing and Categorizing Articles 181

Part V: Recognizing When It Takes a Community 203

Chapter 13: Understanding Communities 205

Chapter 14: Creating a Community 215

Chapter 15: Optimizing Your Community 231

Part VI: Measuring Contact Center Performance 253

Chapter 16: Understanding Key Salesforce Contact Center Reports 255

Chapter 17: Customizing Reports 263

Chapter 18: Building Contact Center Dashboards 271

Part VII: Designing Your Service Solution with Forcecom 287

Chapter 19: Understanding the Configuration for Your Business 289

Chapter 20: Customizing Service Cloud with Forcecom 305

Chapter 21: Extending beyond Service Cloud 325

Part VIII: The Part of Tens 333

Chapter 22: Ten Questions to Ask Before Implementing Knowledge 335

Chapter 23: Ten Bad Habits to Leave with Your Legacy System 341

Index 347