Salesforce.com Certified Service Cloud Consultant

Written by ShamrockCRM on August 30, 2012 – 2:40 pm

Salesforce Certified Service Cloud Consultant

Let’s add another certification to the books.  On top of the dev, admin, sales cloud certs, I received the Certified Service Cloud Consultant certification today.  This was actually surprisingly easier than the sales cloud exam.  It focused a lot on portals, knowledge and basic call center business process.  Next stop, Tech Arch.


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Customer Service and Support Process in Salesforce.com

Written by ShamrockCRM on July 14, 2009 – 9:23 pm

Yesterday, I shared with you the Sales and Marketing Process Maps that Salesforce.com created.  Today, I will enlighten you with outstanding Customer Service and Support Process Maps that will help to refine and streamline your support process with Customers.

These support business process maps illustrate the flow of communication from customers to your support reps throughout all of the mediums, such as Online Inquiries, Telephone communication, Email Support and Call Sales.  A lot of this initial communication can be automated and tracked without any support rep intervention with the use of tools, such as Web-to-Case, Email-to-Case, CTI Integration with apps such as Skype from the Salesforce.com AppExchange and more.  All communication between customer support representatives using Salesforce.com and the customer can be completely tracked within the tool.  I can help you set this up for your company!

Of course, these process maps include recommended KPI’s and metrics for tracking your support center within SFDC.

salesforce.com customer service and support

Take a look at the following service process maps below in both PPT and PDF format.  Enjoy!

force.com service and support process

Download these process maps in PPT or PDF


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Posted in Business Analysis, Salesforce.com, service, service cloud | 1 Comment »