Service Cloud – Case management
The Case object is the powerhouse of Salesforce Service Cloud, and it is the first item you will need to set up. Think of this object as a container for all types of inbound inquiries that your team will need to process. You can direct multiple channels such as email and phone calls to cases via native Salesforce connectors. This creates a seamless experience for both your consumers and your internal service agents, allowing both parties to have a single location to access information related to inquiries.
If you are evaluating whether Service Cloud is the right product for you, let’s dive into the structure to showcase the platform’s power. We’ve put together a high-level diagram that showcases the high-level function of inputs to make cases that direct to the correct person within your organization to assist the consumer:
Figure 10.1: Case inputs to assignments overview
As you can see, any...
