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Salesforce CRM: The Definitive Admin Handbook - Second 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 for tracking and recording activities dealing with customer, service, and support automation. Concerned with case management for existing customers cases are associated to contacts and 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 customers' 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 to obtain customer responses from your company's website and customer e-mails.

Case management ...

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