Mastering Case Management: How Salesforce Transforms Customer Support
Salesforce's case management (via Service Cloud) is a powerful tool designed to streamline operations, manage tickets, and ensure the best customer service. In short, case management is used when a customer reaches out with a problem or inquiry, for example, via email or a customer portal. Under these conditions, Salesforce will automatically generate a support case. Alternatively, issues that are called in by phone are created manually by the support team. In either case, tickets include all the relevant information about the customer's issue. Armed with this information, the goal of the support team is to successfully resolve the issue, drive customer satisfaction, and close the case.
