Salesforce Service Cloud For Dummies, by Jon Paz, T. J. Kelley
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Salesforce Service Cloud For Dummies, by Jon Paz, T. J. Kelley
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Learn how to provide top-grade customer service anywhere, anytime with Salesforce Service Cloud
Salesforce Service Cloud empowers your service organization to interact with customers through any channel and provide an individualized experience that will be worth sharing—for your customers and for your company. Salesforce Service Cloud For Dummies is one the first books to focus specifically on Salesforce Service Cloud software. With it, you'll discover how to set up a sophisticated support center for your business in a matter of a few hours. Whether you're a service executive, manager, support agent, or system administrator, you will discover how to maximize usage of Service Cloud through best practices and step-by-step guidelines. This book will help your customer service departments gain a holistic view of the customers they serve, and provide your customers with meaningful, efficient interactions.
- Examines how to enable your agents to provide efficient service
- Discusses how to interact with customers through any channel
- Offers insights on improving internal communication and collaboration
- Shows how to resolve customer's questions in a timely manner
Take advantage of this opportunity to be heard above your competition with the help of Salesforce Service Cloud For Dummies.
Salesforce Service Cloud For Dummies, by Jon Paz, T. J. Kelley- Amazon Sales Rank: #183764 in Books
- Brand: Paz, Jon/ Kelley, T. J.
- Published on: 2015-03-23
- Original language: English
- Number of items: 1
- Dimensions: 9.30" h x .70" w x 7.40" l, .0 pounds
- Binding: Paperback
- 384 pages
From the Back Cover
Learn to:
- Enable your agents to provide efficient service
- Interact with customers through any channel
- Improve internal communication and collaboration
- Resolve customers' questions in a timely manner
Provide top-notch customer service anytime, anywhere with Salesforce Service Cloud
Do you want to interact with customers through any channel and provide an individualized experience that's worth sharing? Inside, you'll find everything you need to set up a sophisticated support center for your business in a matter of a few hours using Salesforce Service Cloud.
- Get your head in the Cloud — find out how Salesforce and Service Cloud can solve your business challenges, use the system effectively, and make it your own
- Make a solid case — see the entire lifecycle of case management in Service Cloud, from case creation to case closure—and everything in between
- Up, up, and away — wrap your mind around the customer service landscape, understand how the Service Cloud Console will transform the way your agents work, and increase agent productivity
- Knowledge is power — get up to speed on Knowledge, a hugely useful and often'misunderstood area of Service Cloud functionality
- It takes a village — take a tour of the Communities feature and discover the full power of using this feature effectively
Open the book and find:
- Easy-to-follow guidance on getting started with Salesforce Service Cloud
- How to create mini-page layouts for your Service Cloud Console
- Steps for customizing and optimizing your communities
- Ways to measure contact center performance
- Ten questions to ask before implementing Knowledge
- Bad habits to leave with your legacy systems
About the Author
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.
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Most helpful customer reviews
3 of 3 people found the following review helpful. The Ultimate Guide For Salesforce.com Service Cloud By Peter James Ryan A terrific book for any new or existing users of Salesforce.com. Jon and TJ do an excellent job of walking the reader through the steps of configuring the system to meet both basic and advanced use cases, while preparing the reader for the impact of design decisions on the long term support of the system.This is an excellent book!
1 of 1 people found the following review helpful. I came across this book when researching best practices and tips around Service Cloud (Knowledge By Sydney I came across this book when researching best practices and tips around Service Cloud (Knowledge, in particular). This book was an incredibly valuable resource while researching and eventually building Knowledge Articles. The authors offer direct and coherent instructions while delivering rich content that proved to be a game-changer for a Service Cloud novice like me. I love this book and you will too.
0 of 0 people found the following review helpful. Good read and enough information to either help you brush ... By High Roller Good read and enough information to either help you brush up on Service Cloud features or prepare you for the certification exam. Very good at breaking everything down into simple explanations. Passed my certification exam :D
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