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Salesforce.com Secrets of Success: Best Practices for Growth and Profitability, Second Edition by David Taber

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Chapter 11. Best Practices in Customer Support

Waiter: “Tea or coffee, gentlemen?”

First customer: “I’ll have tea.”

Second customer: “Me, too—and be sure the cup is clean!”

(Waiter exits, returns)

Waiter: “Two teas. Who asked for the clean cup?”

—Anonymous

The customer service and support team are often the most avid early users of SFDC. But most training and professional services teams can benefit from using the system as well. This chapter discusses how to set up and use the system to maximum advantage, which will seed the system with credible data that benefit everyone.

Many SFDC customers miss the opportunity of having their support personnel working in SFDC nearly from day one. Of course, the system is called Salesforce, but service and ...

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