Salesforce Service Cloud

Abstract

Salesforce Service Cloud allows your customer service representatives and support representatives (users) to manage, track, and resolve customer inquiries and issues. The Service Cloud application uses the Case object to capture all the details needed to help them to resolve the inquiries and issues. Your users can manually create cases for requests via phone and in person or accept cases from multiple channels (e.g., web forms, email, real-time web chat, online communities, and social media outlets). You can allow your users to efficiently manage these channels by setting up case assignment rules.