This presentation is related to salesforce service cloud . How customer support is implemented in salesforce is service cloud, and what are the tools need to accomplish this support are described here

1. service cloud

2. Overview...
1. What is service cloud ?
2. Why service cloud ?
3. How cases are created.
4. How cases are managed.
5. Automate case management with service cloud.
6. Create channels for customers
7. Create a support Dashboard.
8. Service Console.

3. What is service
cloud ?
Service cloud is a customer service and customer application. It helps to keep
your customers happy by providing smarter and faster services.It
encompasses features such as the Public knowledge base , Web-to-case , Call
Center , and the Self-Service Portal, as well as customer service automation
(e.g. escalation rules , assignment rules).

4. Why service cloud ?
When your customers have questions, your customer service team needs to be
equipped to answer them quickly and easily. When your customer service is
frictionless, customers are more likely to return to your products. Service cloud
provides their agents the tools (eg. escalation rules , assignment rules , Web-
to-Case etc.) by which they can deliver outstanding services ,enabling them to
work faster and more productively, which improves customer satisfaction.

5. How cases are created.

6. How cases are managed.

7. Automate Case Management with
Service Cloud
Case automation includes following tools..
1.Queues
2.Auto-response rules
3.Assignment rules
4.Escalation rules

8. Automate Case Management with
Service Cloud
Create a Case Queue:--
Let’s say that you’ve got a team of support agents who need to manage a
shared workload of cases for Platinum Support—your company’s premier
support level. These cases are from customers who pay big money to get the
best service. To help your agents locate and work off this list of important
cases from high-priority customers, we’ll create a queue.Queue are the group of
users who own the records.With queues, you can ensure that cases are
resolved quickly even if a specific user is on vacation.

9. with
Service
Cloud
Add an Assignment Rule
You can automatically assign incoming cases to one person, groups of people, or even
queues with the help of “Assignment Rules”.
Assignment Rules
Route To Queue
Route to Specific User

10. Automate Case Management
with
Service Cloud

11. Automate Case Management with
Service Cloud
Auto-Response Rules :--
With “Auto-Response” rules, you can make sure that your customers know that
their voices are heard loud and clear. You can set up response rules so that
your customers are automatically sent a personalized email when they reach
out to your company.
So, auto-response rules are those through which you can notify the customer
that their case has been registered and their agents will reach out to them
immediately.You can create a Email template containing required information
regarding the case resolution and send it to customers using auto-response
rules.

12. Automate Case Management with
Service Cloud
Auto-Response Rules :--
1. Fires every time when a case is submitted
through email-to-case, web-to-case, self-service
portal or customer portal.
2. Contain rule entries that define order and criteria
for determining which email template to send to
customer submitted the case

13. Automate Case Management
with
Service Cloud
Escalation Rules:--
The action for escalation rules is to notify or reassign a case to a specific
person who can immediately answer the case and restore confidence in your
brand.Let’s suppose that a case is not closed still after 5 hours of its creation,
in that case you can create a escalation rule to escalate these types of cases to
a specific user or a queue to respond to case quickly.

14. Automate Case Management with
Service Cloud

15. Create Channel for
Customers
In salesforce customers can create the case via.
1.Web-to-Case
2.Email-to-Case

16. Web-to-Case :--
1. Customers submit cases using a from generated for your company
website.
2. Case fields will be automatically filled based on data the customers enters
on web form.
3. Validation rules on form should match as on the object.
4. If Web-to-Case generates more than 5000 cases per day, cases
automatically queue and are processed when the queue refreshes.

17. Automate Case Management with
Service Cloud

18. Email-to-Case:--
1. Automatically creates the case in the org using inbound email.
2. Uses sender’s email address to associate the case with contact.
3. Uses email content to populate case fields.
4. Automatically associates customer email replies , including attachments
with case.
5. Triggers “Assignment, Workflows & Escaltion rules”.

19. Dashboards
1. Dashboard are used to provide the pictorial
Representation of data.
2. Custom reports can be used as a source of
Dashboards.
3. E.g. you can view all the open or closed cases
At a glance using dashboards.

20. Service
Console
The Salesforce Service Console is the centralized interface in the Salesforce
Service Cloud, an application devoted to customer service, support and
customer experience. With a unified console, agents can view all relevant
customer information related to a customer case. Agents can also access and
edit cases, accounts and contacts without switching back and forth among
screens, which can enable greater agent productivity.
The console enables better routing of cases to appropriate agents -- those with
expertise and availability to address the issue. It also provides knowledge base
materials in the console for agents to utilize to address customer issues.

22. Thank you & QA