Salesforce® Service Cloud® For Dummies®

Chapter 8

Managing a Contact Center with Service Cloud Console

In This Chapter

Working in the Service Cloud Console application

Understanding basic Service Cloud Console terminology

Answering the right questions before implementing the Service Cloud Console

Those who work in or manage high-volume contact centers frequently cite similar pain points and familiar daily struggles: high-stress environments compounded by painful processes to get the information necessary from and to large numbers of customers. On top of it all, many agents are expected to answer and resolve a certain number of issues every hour. Besides the more obvious measures a call center can take to solve these common problems (training programs, positive incentives, proper scheduling, and friendly competition), the Service Cloud Console also can greatly help manage an agent’s workload out of the box.

The Service Cloud Console is a tab-based application interface that Salesforce Service Cloud uses to simplify case management by giving agents more access to key data using fewer clicks. In other words, less time finding important information and more time satisfying customers.

In this chapter, we first walk you through ...