CHAPTER 11Best 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. 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.
Support Organizations and SFDC
Many SFDC customers miss the opportunity of having their support personnel on the system nearly from day one. Of course, the system is called Sales force, but support staff can rapidly leverage the system and fill it with data that become ...
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