Salesforce.com tops the list of CRM providers when it comes to both visibility to clients and competitors and market share. Salesforce provides modular solutions for managing customer interactions, including tools for managing marketing and leads; accounts and contacts; analytics and forecasting; opportunities and quotes; productivity and email, and the company also offers real-time, Facebook-like communication between clients and sales staff via its Chatter application.
Our excerpt from "'<strong>Salesforce.com for Dummies' Excerpt</strong>" comes from Chapter 16, entitled "Managing Your Customer Service Solution." This chapter shows support executives or administrators how to set up and customize cases using the Salesforce Service & Support solution. Configuring a scalable knowledge base with collections of solutions and improving efficiency through the automation of customer service processes also get coverage in this chapter.
Learn how to increase your support team's success by investing some time upfront customizing the program to meet the team's particular needs.