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Service Cloud

Service Cloud is the most popular Service CRM used by contact centres globally. To get the most out of it you need to tune it to your business and then train your staff to be able to get the most out of it.

Some of the areas that require tuning include:

  • Web to Case field mapping
  • Case pagelayouts
  • Knowledge base management
  • Solution Article set up
  • Case validation rules
  • Case Assignment and Escalation rules
  • Live Agent set up
  • Contracts Set up
  • Reports and Dashboards
  • Chatter and chat (IM)
  • Customer and Partner Communities
  • Appexchange App installation and configuration
  • Integrate Sales Cloud into your back end system either in real time or nightly batch jobs
  • Roles hierarchy
  • Profile set up
  • User set up