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· 분류 : 외국도서 > 경제경영 > 고객관리
· ISBN : 9781119010685
· 쪽수 : 384쪽
· 출판일 : 2015-03-23
목차
Introduction 1
Part I: Getting Started with Salesforce Service Cloud 5
Chapter 1: Solving Business Challenges with Service Cloud 7
Chapter 2: Navigating Service Cloud 15
Chapter 3: Personalizing Service Cloud 35
Part II: Handling Customer Issues 49
Chapter 4: Creating and Managing Cases 51
Chapter 5: Solving Cases Efficiently 69
Chapter 6: Collaborating on Cases 95
Part III: Improving Your Service Organization’s Effectiveness 111
Chapter 7: Capturing Cases in a Multi-Channel World 113
Chapter 8: Managing a Contact Center with Service Cloud Console 131
Chapter 9: Implementing the Service Cloud Console 139
Part IV: Leveraging Your Organizational Knowledge 151
Chapter 10: Planning Your Knowledge Implementation 153
Chapter 11: Setting Up Salesforce Knowledge 163
Chapter 12: Managing and Categorizing Articles 181
Part V: Recognizing When It Takes a Community 203
Chapter 13: Understanding Communities 205
Chapter 14: Creating a Community 215
Chapter 15: Optimizing Your Community 231
Part VI: Measuring Contact Center Performance 253
Chapter 16: Understanding Key Salesforce Contact Center Reports 255
Chapter 17: Customizing Reports 263
Chapter 18: Building Contact Center Dashboards 271
Part VII: Designing Your Service Solution with Forcecom 287
Chapter 19: Understanding the Configuration for Your Business 289
Chapter 20: Customizing Service Cloud with Forcecom 305
Chapter 21: Extending beyond Service Cloud 325
Part VIII: The Part of Tens 333
Chapter 22: Ten Questions to Ask Before Implementing Knowledge 335
Chapter 23: Ten Bad Habits to Leave with Your Legacy System 341
Index 347
