Once you check your email, click the
link to activate your trial and change your password. To find more information
on salesforce.com implementation, click
here.
Next, add the additional users who
will be evaluating salesforce.com. (You can skip this process if necessary)
The first time you log in to
salesforce.com, a small window will appear with a "quick start guide". This is
valuable information and we urge you to go through this to get started. If you
prefer, select to "not show me this again" to bypass this pop-up in the future.
Welcome to the salesforce.com Home
Screen.
To evaluate the salesforce.com
Service and Support functionality, use the AppExchange picklist in the
upper-right hand corner to select the Service and Support "App"
Once you select the Service and
Support app, you will quickly see the salesforce.com Tabs update and change from
SFA (Leads, Contacts, Opportunities) to Support-focused tabs (Cases and
Solutions)
This evaluation guide will walk you
through taking a call from an existing customer, updating the call notes and
closing the support call.
In the left hand database search
area, type "Edward" and click GO. Under Contacts, select "Edward Stamos".
When the page loads, scroll down to
the CASES related list.
All support cases
can now be found in one place and all related to the specific customer with that
issue.
Click on Case # 00001000 - "Sample
Case 2: The widgets we received are the wrong size."
The case screen will outline all the
relevant items around the case including: Which customer, Contact info, Time
Opened, Status, Priority, Origin and more.
To request more information from your
customer, you can scroll down the to CASE COMMENTS related list and click NEW
Post your comment
When you click SAVE, an automatic
email will be sent to your customer from salesforce.com with the case comments.
(You can modify that email template
here.)
To close a support case, click the
"CLOSE CASE" button at the top of the Case Page.
Support Agents can now describe why
or how cases are closed and/or resolved.
Once again, you can send automatic
emails to customers indicating the new case status.
Once the Case Closed page has been
saved, the case within salesforce.com will now indicate the new status as well
as include a closed case time stamp
All the case notes from the "Closed"
area a moment earlier can now be viewed on the Case Comments related list
In addition, if you click on the
contact's name, "Edward Stamos", you will see the Case Status on the Case
related list
Solution and
Knowledge Management
salesforce.com includes a Solutions
Knowledge Base that you can use to store any number of frequently known answers
and/or troubleshooting techniques. (The Solutions Knowledge Base can also be
used for general company answers such as billing related inquires, responses to
RFP/RFIs and/or company-related information).
Click on the Solutions Tab
Within your trial, there may not be
any available solutions, so you will need to create one. From the Solutions Home
Tab, click on the NEW button under "Recent Solutions"
In the New Solution window, provide
an answer (to your customers) to a frequently asked question (FAQ)
Click Save and salesforce.com will
show you the newly created solution.
To make this new
solution available for your customers, you must edit this solution and mark it
"Published". By publishing the solution, you can make these solutions available
with your Public Knowledge Base embedded into your own website. More information
on the Public Knowledge Base is found
here.
(Many customers keep some level of
solutions internal, so they are only visible by salesforce.com users).
Once the solutions is published, it
is now available as a solution to provide your customers.
Setting up the Public Knowledge Base
for Public Solutions Searching
