Service Cloud overview
Service Cloud is a product designed to automate your support process. By implementing this, an organization can boost its support process. This includes case, knowledge base, article management, entitlement, and many more features. Service Cloud includes everything that you need to make your support process faster.
Service Cloud can support your business purposes if you are looking for a solution to provide a call center setup, case management, service contract; additionally, you can track the day-to-day work of a support agent. It will help you close a case faster and make your customer happier.
Case management
Salesforce provides a number of ways to capture a case:
Creating a case manually
Using an Apex data loader (discussed in Chapter 7, Concepts of Data Management)
Using Email-to-Case
Using Web-to-Case
Creating a case manually
If a support agent wants to create a case manually, then he or she can go to the Cases tab, which is available at the top of the page, and click...
