Critical Issues
1.How can I improve the customer experience?
2.How can I improve the agent effectiveness?
3.How can I improve our responsiveness?
4.How can I improve our service delivery?
Case:A Case is a detailed description of a customer's feedback, problem, or question.
Cases can entered into salesforce in a variety of ways, Support rep creates
1.Phone
2.Web
3.Email
Once a rep has entered details for the case its time to solve the problem.one place to start is with Solutions.
Solution:A Solution is a detailed description of a customer issue and the resolution of that issue.Solutions tab, you can search for a solution for the case you've entered .If a rep doesn't find the solution they are looking for they can create one.
Console:The console is a tab that combines a list view and related records into one screen with different frames so that Support Reps have all the information they need when interacting with Salesforce.
Self Service Portal and Customer Portal:In addition to all the tools a support rep can use to manage customer issues, there are Self Service tools to help customers resolve inquiries without contacting a customer service representative.Self Service options include the Self Service Portal and Customer Portal enabled and configured by company Administrator.
These are great options to put the power of problem solving in the hands of your customers.
2.How can I improve the agent effectiveness?
3.How can I improve our responsiveness?
4.How can I improve our service delivery?
Case:A Case is a detailed description of a customer's feedback, problem, or question.
Cases can entered into salesforce in a variety of ways, Support rep creates
1.Phone
2.Web
3.Email
Once a rep has entered details for the case its time to solve the problem.one place to start is with Solutions.
Solution:A Solution is a detailed description of a customer issue and the resolution of that issue.Solutions tab, you can search for a solution for the case you've entered .If a rep doesn't find the solution they are looking for they can create one.
Console:The console is a tab that combines a list view and related records into one screen with different frames so that Support Reps have all the information they need when interacting with Salesforce.
Self Service Portal and Customer Portal:In addition to all the tools a support rep can use to manage customer issues, there are Self Service tools to help customers resolve inquiries without contacting a customer service representative.Self Service options include the Self Service Portal and Customer Portal enabled and configured by company Administrator.
These are great options to put the power of problem solving in the hands of your customers.
Case Management:
Life Cycle of a Case:The life cycle of a case involves several phases: assignment, verifying details, adding team members to help you work the case and finally resolving and closing the case .Salesforce puts all these details in a format that's easy to use and easy to share.
There are several features on the home page to help you keep track of your cases.
Case Feed :
Summary
Solutions:
Summary:
Agent Productivity:
Summary :
Self Service Portal and Customer Portal :
Summary :
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