Introduction to Service Cloud
Surely, at least once in your life, you have contacted a help desk. Remember that annoying hold music while waiting for someone to pick up? I do! I used to be on the other side of the phone, taking calls from clients (and I had put them on hold if the person on the other side was unpleasant. It taught me to be nice to help desk personnel). Interestingly, after picking up the phone, I logged the case in Service Cloud.
As mentioned in previous chapters, Salesforce has designed many types of clouds for different purposes, including Service Cloud, which makes life easier for managers and consultants working on the help desk.
Why did Salesforce decide on this type of solution? I think that question might be answered by the founder of Salesforce himself, but just like the ingredients of KFC’s famous chicken seasoning, we will never know. There are only guesses. Business consists of two elements that are in complete opposition to each other –...
