Teach Yourself VISUALLY Salesforce.com

Chapter 3: Using the Service Cloud

Your customer service representatives can use the Salesforce Service Cloud to manage, track, and resolve customer service issues, known as cases, with details stored in a special case object. Your team can create cases manually, or accept them from web forms or e-mail. You can also define assignment rules to assign cases to teams or individuals using predefined criteria.

Create a New Case Record

Create Case Assignment Rules

Create Case Escalation Rules

Enable Solutions

Create a Solution

Attach a Solution to a Case

Create a Web-to-Case Form

Create an Email-to-Case Address

Create a New Case Record

You can ...