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Salesforce CRM - The Definitive Admin Handbook - Fourth Edition by Paul Goodey

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Service cloud

At the core of the service cloud in Salesforce CRM is the case management functionality, which is used to track and record activities dealing with customers, service, and support automation. Case records, in Salesforce, are associated with contacts and/or accounts.

A case is a detailed description of a customer's feedback, problem, or question. Your organization can use cases to track and solve your customer's issues. Cases can be manually entered from within the Cases tab by the support or sales team after, say, a phone call or e-mail to or from a customer. However, you can also set up more complex Web-to-Case and Email-to-Case objects to obtain customer responses from your company's website and customer e-mails.

Case management

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