Cases are the foundation of the customer service experience in Salesforce. A customer can open a case to report an issue or ask a question. Cases are connected to a contact and the account related to that contact to show the person and the business that originated the Case. Sales Cloud includes the basic functionality for Cases, such as creating a Case, escalation rules, Web-to-Case, and Email-to-Case. This basic functionality supports sales operations that want to track the customer service experience but do not have a dedicated customer service department. Service Cloud includes add-ons and extended functionality that does not come with Sales Cloud. Service Cloud includes modules such as entitlements, a knowledge base, and a service console. These modules are meant for full customer service teams.
In this chapter, we will cover the basic...
