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)

Salesforce® Service Cloud® For Dummies®

Visit www.dummies.com/cheatsheet/salesforceservicecloud to view this book's cheat sheet.

Table of Contents

Cover

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

Chapter 2: Navigating Service Cloud

Choosing the Right Edition of Service Cloud for Your Business

Logging In to Service Cloud

Navigating the Home Page

Getting Started with Records

Finding the Help and Setup Menu

Chapter 3: Personalizing Service Cloud

Understanding the My Settings Page

Updating Your Personal Information

Working with Salesforce Remotely and Offline

Changing Chatter Preferences

Part II: Handling Customer Issues

Chapter 4: Creating and Managing Cases

Opening Cases for Customers

Managing Your Cases

Closing a Case

Chapter 5: Solving Cases Efficiently

Managing Cases with Views and Queues

Using Automation to Your Advantage

Researching the Issue

Chapter 6: Collaborating on Cases

Getting Assistance with Case Teams

Escalating a Case

Leveraging Chatter on Cases

Part III: Improving Your Service Organization’s Effectiveness

Chapter 7: Capturing Cases in a Multi-Channel World

Offering Multiple Service Channels

Setting Up Web-to-Case

Implementing Email-to-Case

Discovering Computer Telephony Integration

Implementing Live Agent Chat

Discovering Social Channels

Chapter 8: Managing a Contact Center with Service Cloud Console

Using the Service Cloud Console

Saving Time with Keyboard Shortcuts

Getting Familiar with Service Cloud Console Terms

Preparing Your Strategy for the Console

Chapter 9: Implementing the Service Cloud Console

Understanding the Service Cloud Console

Enabling the Highlights Panel

Adding an App for the Service Cloud Console

Building Interaction Logs

Choosing a List Display for the Console

Selecting Users to Work in the Console

Part IV: Leveraging Your Organizational Knowledge

Chapter 10: Planning Your Knowledge Implementation

Understanding Basic Knowledge Terminology

Categorizing and Adding Article Types

Displaying Articles and Layouts

Thinking about Approval Processes

Designating Article Access and Permissions

Chapter 11: Setting Up Salesforce Knowledge

Segmenting Knowledge with Article Types

Turning on Salesforce Knowledge

Using Cases with the Knowledge Base

Chapter 12: Managing and Categorizing Articles

Managing Articles

Categorizing Articles into Data Categories

Automating Article Management

Part V: Recognizing When It Takes a Community

Chapter 13: Understanding Communities

Distinguishing Use Cases for Community Types

Comparing Communities with Portals

Glimpsing a Customer Community for New Members

Chapter 14: Creating a Community

Planning Your Community

Setting Up Communities

Creating Your Community

Adding Members to Your Community

Adding Tabs to Your Community

Previewing Your Community

Chapter 15: Optimizing Your Community

Customizing and Branding Your Communities

Publishing and Governing Your Communities

Part VI: Measuring Contact Center Performance

Chapter 16: Understanding Key Salesforce Contact Center Reports

Navigating the Reports Home Page

Leveraging Common Support Reports

Chapter 17: Customizing Reports

Building a Report from Scratch

Modifying Existing Reports

Sifting through Reports

Showing and Hiding Details

Chapter 18: Building Contact Center Dashboards

Planning for Dashboards

Creating a Dashboard for Your Contact Center

Organizing Your Dashboards

Part VII: Designing Your Service Solution with Force.com

Chapter 19: Understanding the Configuration for Your Business

Looking at Administration Setup

Viewing Your Company Profile

Building the Role Hierarchy

Defining Your Sharing Model

Creating and Managing Profiles

Setting Up Users in Your Organization

Reviewing Other Security Controls

Chapter 20: Customizing Service Cloud with Force.com

Building and Editing Fields

Customizing Page Layouts

Managing Multiple Case-Management Processes

Leveraging Record Types

Workflow and Validation Rules

Chapter 21: Extending beyond Service Cloud

Defining the AppExchange Platform

Deploying Apps for Your Company

Part VIII: The Part of Tens

Chapter 22: Ten Questions to Ask Before Implementing Knowledge

How Much Control Does Your Organization Need over the Article Lifecycle?

Would Your Organization Like to Present Articles to Agents in Various Formats?

Does Your Organization Need to Target Particular Audiences with Certain Types of Articles?

Will Your Organization Need to Access Detailed Reports and Metrics about Support Articles?

Does Your Organization Leverage Multiple Channels for Support?

Do Your Agents Need to Be Able to Rate Articles?

Should Your Agents Be Able to Find, Create, and Send Articles?

Do Your Agents Need to Collaborate on Support Articles Using Chatter?

Do Your Agents Need Robust Search Functionality to Locate Articles?

Do Your Agents Use the Service Console View?

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

Using Microsoft Outlook Folders for Everything

Reopening Cases

Recreating a Legacy System to Relieve Your Separation Anxiety

Using Email Too Much

Data Quality: Do You Really Need All These Fields?

Users Don’t Always Know Best

Don’t Go Chasing Waterfall

It Doesn’t End at Go-Live

Not Leveraging a Certified Administrator

Embracing the Change

About the Authors

Cheat Sheet

Advertisement Page

Connect with Dummies

End User License Agreement

Guide

Cover

Table of Contents

Begin Reading

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Introduction

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 Salesforce’s 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.

About This Book

This book is for anyone looking to improve their customer service experience. Anyone can read this book, really, but it’s 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 you’re reading this book in print and want to visit one of these web pages, simply key in the web address exactly as it’s noted in the text, pretending as though the line break doesn’t exist. If you’re reading this as an e-book, you’ve got it easy — just click the web address to be taken directly to the web page.

Foolish Assumptions

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

You have a computer with internet access. (Don’t laugh.)

You’re 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 didn’t, now you do.

You have access to an instance of Service Cloud to follow our (flawless) instruction.

Icons Used in This Book

As you read this book, you’ll 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. Here’s what each icon means:

tip 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.

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

technicalstuff The Technical Stuff icon jumps out at you when we feel the need to tell you something you likely don’t care about. For those fellow geeks out there, please enjoy the Technical Stuff paragraphs.

remember When you see the Remember icon, we’re either reminding you of something important that we may have explained previously, or giving you a little nugget of knowledge to stick in your back pocket and save for later.

Beyond the Book

With Salesforce Service Cloud For Dummies, the fun doesn’t stop at the turn of the final page. Check out these great resources for even more information:

Cheat Sheet: What’s that? You didn’t remember everything you read? No problem! The online Cheat Sheet can help you get started with Service Cloud. You can find it at www.dummies.com/cheatsheet/salesforceservicecloud .

Dummies.com online articles: If you need a sampler or don’t have time to wait for the book, you can check out our online articles about Service Cloud. We provide some quick-hit details on key information and functionality about Service Cloud. Check it out at www.dummies.com/extras/salesforceservicecloud .

Where to Go from Here

If you’re completely new to Salesforce, flip the page and begin learning about the wide world of Service Cloud. If you’re a beginning administrator and you have a deadline, you may want to jump ahead to Chapters 19, 20, and 21. If you’re an experienced administrator researching Knowledge or Communities, jump to Chapter 13 or 15, respectively. If you’re a customer support agent, turn to Chapters 4 and 5. If you’re a manager, you can begin tracking and measuring your team’s effectiveness in Chapter 16. No matter what you’ve come to Salesforce Service Cloud For Dummies to find or learn, we’re sure you’ll find what you’re looking for.

Part I

Getting Started with Salesforce Service Cloud

webextra For Dummies can help you get started with lots of subjects. Visit www.dummies.com to learn more and do more with For Dummies.

In this part . . .

See how Salesforce Service Cloud addresses and solves critical business challenges.

Discover how easy it is to use and navigate through Salesforce.

Personalize the system to make it your own and manage your business the way you want to.

Understand important foundational Salesforce concepts and terminology to set you up for success.

Chapter 1

Solving Business Challenges with Service Cloud

Lesen Sie weiter in der vollständigen Ausgabe!

Lesen Sie weiter in der vollständigen Ausgabe!

Lesen Sie weiter in der vollständigen Ausgabe!

Lesen Sie weiter in der vollständigen Ausgabe!

Lesen Sie weiter in der vollständigen Ausgabe!

Lesen Sie weiter in der vollständigen Ausgabe!

Lesen Sie weiter in der vollständigen Ausgabe!

Lesen Sie weiter in der vollständigen Ausgabe!

Lesen Sie weiter in der vollständigen Ausgabe!

Lesen Sie weiter in der vollständigen Ausgabe!

Lesen Sie weiter in der vollständigen Ausgabe!

Lesen Sie weiter in der vollständigen Ausgabe!

Lesen Sie weiter in der vollständigen Ausgabe!

Lesen Sie weiter in der vollständigen Ausgabe!

Lesen Sie weiter in der vollständigen Ausgabe!

Lesen Sie weiter in der vollständigen Ausgabe!

Lesen Sie weiter in der vollständigen Ausgabe!

Lesen Sie weiter in der vollständigen Ausgabe!

Lesen Sie weiter in der vollständigen Ausgabe!

Lesen Sie weiter in der vollständigen Ausgabe!

Lesen Sie weiter in der vollständigen Ausgabe!

Lesen Sie weiter in der vollständigen Ausgabe!

Lesen Sie weiter in der vollständigen Ausgabe!

Lesen Sie weiter in der vollständigen Ausgabe!

Lesen Sie weiter in der vollständigen Ausgabe!

Lesen Sie weiter in der vollständigen Ausgabe!

Lesen Sie weiter in der vollständigen Ausgabe!

Lesen Sie weiter in der vollständigen Ausgabe!

Lesen Sie weiter in der vollständigen Ausgabe!

Lesen Sie weiter in der vollständigen Ausgabe!

Lesen Sie weiter in der vollständigen Ausgabe!

Lesen Sie weiter in der vollständigen Ausgabe!

Lesen Sie weiter in der vollständigen Ausgabe!

Lesen Sie weiter in der vollständigen Ausgabe!