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Salesforce for Customer Service

Video Introducing this tutorial

Introduction

Welcome
What is Salesforce Service Cloud?
Who uses Service Cloud?
What you should know

1. Getting Started with Service Cloud

What is a case?
View a case
Update a case
Get started with knowledge articles

2. Case Management

Case automation
Add an assignment rule
Email templates
Add an auto responder
Closing a case

3. Customer Channels

What are customer channels?
Web-to-Case
Email-to-Case

4. Assigning Cases to Teams

When to add a case team
How to create teams
How to use Chatter to resolve cases

5. Knowledge Articles and Reports

How to use knowledge articles
Build your knowledge base
Basic reports in Service Cloud

Conclusion

Next steps and additional resources