Paz Jon - Salesforce Service Cloud For Dummies

Salesforce Service Cloud For Dummies

Published by: John Wiley & Sons, Inc., 111 River Street, Hoboken, NJ 07030-5774, www.wiley.com

Copyright 2015 by John Wiley & Sons, Inc., Hoboken, New Jersey

Published simultaneously in Canada

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Library of Congress Control Number: 20149557811

ISBN 978-1-119-01068-5 (pbk); ISBN 978-1-119-01069-2 (ebk); ISBN 978-1-119-01070-8 (ebk)

1. Table of Contents

Welcome to Salesforce Service Cloud For Dummies, a guide for longtime or new users of Service Cloud, a customer service application released by Salesforce that runs in the cloud. For our purposes, running in the cloud means that you get login credentials (a username and password) and use them to access your database from wherever you want. Think of it like Netflix or Gmail. No matter where you are, what time of day it is, or which device you choose to use, you can open your application and continue working from where you left off. The Service Cloud is one of the fastest-growing segments of Salesforces business, helping customers worldwide address their customers problems and needs in real-time, and this book sets out to cover it in an organized and succinct way.

This book is for anyone looking to improve their customer service experience. Anyone can read this book, really, but its intended for service reps, administrators, call center executives, or Salesforce enthusiasts who want an inside look at the features and capabilities of Service Cloud. It shows you how you can transform your customer care business with clicks not code, from anywhere, at anytime, in a matter of hours or days instead of months or years.

This book also takes an inside look at Communities and Salesforce Knowledge, two major and exciting new features that remain elusive to many.

Use this book to better support your customers, to collaborate with your teams, and to get the insights you need to improve your customer service business:

• Faster support: Collaborate with Chatter, streamline your view with the console, and serve your customers from anywhere with the mobile app.
• Intelligent customer service: Search your knowledge base for the answers your customers need.
• Multichannel support: Let your customers decide how they want to be supported. Chat with Live Agent, support customers on social media channels on any device, or give them the tools to help themselves with Communities.
• Personalized service: Use Service Cloud to get a complete view of your customer and always have their information at your fingertips.

Note: Not every portion of this book applies to your edition of Salesforce. Service Cloud has a number of editions, including Unlimited, Enterprise, and Professional, each with its own features and pricing. There are also certain topics we cover that require feature licenses, which come at a cost. We make sure to point these out where they appear.

Within this book, you may note that some web addresses break across two lines of text. If youre reading this book in print and want to visit one of these web pages, simply key in the web address exactly as its noted in the text, pretending as though the line break doesnt exist. If youre reading this as an e-book, youve got it easy just click the web address to be taken directly to the web page.

In writing this book, we made a few assumptions about you:

• You have a computer with internet access. (Dont laugh.)
• Youre working in customer service and have customers or you at least want to join the field.
• You sell a product or service, or otherwise just possess a minimal level of business experience.
• You know that Salesforce is a database. If you didnt, now you do.
• You have access to an instance of Service Cloud to follow our (flawless) instruction.

As you read this book, youll notice a number of icons used along the sides of the page. These icons are meant to serve as callouts for specific features, potential hiccups, or associated costs that you should be aware of. Heres what each icon means:

We use the Tip icon to notify you of best practices, shortcuts, and additional functionality that may be of interest to you. Anything marked with this icon helps you navigate, configure, and use Salesforce more effectively regardless of your role.

Be sure to read each and every Warning icon as you move through the book. Youll find out about extra costs or irreversible decisions.