Suppose that AirMarvel is a worldwide airline known for exceptional customer service. The secret behind making their customer service that strong is their successfulresolution of common customer service problemsby trying to drive the maximum benefit out of case management in Salesforce Service Cloud. And the work of their service agent Steve Rogers remarkably demonstrates that. He is, in fact, so exceptionally good at using the platform that his colleagues gave him the nickname Captain Salesforce. And you need to see him work to understand why.
One hideous trip of Bruce B.
Here’s what one furious AirMarvel customer wrote in his Twitter account:
Restoring the airline’s good name
This burst of customer outrage doesn’t go unnoticed. AirMarvel’s Service Cloud is integrated with their Marketing Cloud, which allows the social post management tool called Social Studio to recognize customer problems mentioned on Twitter and Facebook. And as soon as problems are located, the case management process starts automatically by converting problems into Service Cloud cases equipping them with the info from AirMarvel’s customer database. Then, Omni-Channel Routing assigns each case to the right agent based on a region and needed competencies. So, Salesforce creates a case reflecting Bruce Banner’s problem and assigns it to Steve Rogers as he happens to handle issues connected with flight cancellations in East Asia. As soon as that happens, Steve sees that a new case highlighted in orange is added to his case queue.Read the rest of this entry!
I’m still pinching myself. My new book Mastering Salesforce CRM Administrationwas out yesterday (03/27/2017). Salesforce.com is one of the fastest-growing and demanding technologies at the moment. Mastering Salesforce CRM Administration is a hands-on guide that will help Salesforce newbies (who have a basic knowledge of Salesforce), new or experienced Salesforce administrators, and developers who want to take their knowledge to the next level to become a Salesforce certified advanced administrator. As you go through the content, you will notice that this book focuses on real-world examples. This book builds upon these examples to help you understand and use the features of the Salesforce.com platform.
This book is all about mastering the Salesforce admin part, taking your skills as an administrator or developer and tuning them for the unique features of the Salesforce platform. I have discussed many complex topics in this book, such as territory management,forecasting,quota,escalation rule,knowledge base,Visual Workflow, Process Builder, deployment using Force.com Migration Tool and more. This book covers almost all the topics mentioned in Salesforce certified advanced administrator examination study guide.
Here’s a taste of what you’ll uncover:
Adopt Lightning Experience to improve the productivity of your organization’s sales team
Create and maintain service entitlements and entitlement processes
Process Builder basic and advanced concepts
Implement Customizable Forecast and quota management
Implement Knowledge base management to improve support reps productivity
Implement territory management
Exploring different ways to deploy application between environments including Force.com Migration Tool
Best practices for improving and enriching data quality
And yes, so much more.
I would like to take this opportunity to thank both of you (Jitendra Zaa and Vinay Chaturvedi) for the effort and expertise that you have contributed to reviewing, without which it would have been impossible to maintain the high standards of the book.
Vinay Chaturvedi is a Salesforce MVP, currently working as a principal consultant. He has been loving and living Salesforce since 2011.
Jitendra Zaa is a Salesforce MVP, author, and a Dreamforce speaker with more than 9 years of experience in web technologies and cloud platforms.