Salesforce for Support/Service Users (How to use Salesforce)

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Salesforce Service Cloud For Dummies: https://amzn.to/3FXzuS6
Surrounded by I$iots (fun Audible for anyone in Support role): https://amzn.to/3hKT5g0
Surrounded by Id/ots (Paperback): https://amzn.to/3WkZr4V

In this episode, learn how to use Service Console (Service Cloud).

Service Cloud allows you to deliver service to every customer, anytime, anywhere. It is a part of Salesforce's Customer Success Platform, an ecosystem of connected mobile and social tools powered by the cloud.

Service Cloud helps support agents provide excellent customer service and resolve issues before they become a problem. With Service Cloud, we can automate service processes, streamline workflows, and surface key articles, topics, and experts to transform the agent experience.

Just like in Sales Cloud, data in Service Cloud is stored in sections called objects. The most popular standard objects for service agents is Cases.

A case is a customer's question, feedback, or issue. Support agents can review cases to see how they can deliver better service. Sales reps can use cases to see how they affect the sales process (renewals). Responding to cases keeps your customers happy and enhances your brand.

Knowledge - helpful articles, which are documents of information. Articles can include information on process, like how to reset your product to its defaults, or frequently asked questions, like how much storage your product supports. Experienced service agents and internal writers write the articles.

Macros - they give us the power to automate common repetitive tasks and resolve issues with a single click. We create a macro by specifying the instructions for actions that the macro performs.

Contact - a person linked to an Account.
Account - a business with whom your company has some sort of relationship.
Opportunities - deals in progress.

Salesforce provides a powerful suite of reporting tools that work together to understand and act on your data.

Reports - give you access to Salesforce data. You can examine your data in various ways and display it in easy-to-understand formats.
Dashboards - a simple way to visualise key data from either one or multiple Salesforce reports.

Trailhead - get hands-on: https://trailhead.salesforce.com/

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