Description The Service Cloud User license in Salesforce provides additional functionality beyond the basic Case Management capabilities available with a Salesforce or Sales Cloud license. Although standard Salesforce and Sales Cloud licenses do offer some Case management features, the Service Cloud User license unlocks a broader set of tools and features specifically designed for customer […]
Description Case Comments and Chatter Feed in Salesforce serve different purposes when it comes to communication and collaboration within a case or record. Here’s a brief comparison of the two: Feature Chatter Feed Case Comment Rich Text + Inline Images Supported Not Supported File while adding comment Supported Not Supported Email Notification Out of the […]
Introduction It is a trivial requirement to gather the feedback after ticket resolution. In this scenario, goal is to setup Salesforce Survey that will go out to customer when support ticket is closed. Prerequisites Before embarking on this integration journey, ensure that both Surveys and Communities are enabled for your organization. 1. Activate Survey To […]
Introduction New Features Conclusion
INTRODUCTION How can We enable article voting for the guest users without prompting them to login. Salesforce lets guest users vote their own article without logging in. SOLUTION To allow guest users to like or dislike articles in Salesforce, you can follow these steps: Create a custom object to track article votes. This object should […]
INTRODUCTION Salesforce CRM is a leading customer relationship management platform trusted by businesses worldwide. With its comprehensive suite of features and cloud-based infrastructure, Salesforce CRM empowers organizations to effectively manage customer interactions, drive sales, and deliver exceptional customer experiences. Zendesk support is a well-known ticketing system specifically designed for tracking, prioritizing, and solving customer support […]
Einstein Bots is now available in 180 countries on the world’s largest messaging app, WhatsApp. Einstein Bots Salesforce can interface with WhatsApp to deliver messages to your customers, just like they do with SMS. Bots can also use automation to bring complex cases directly to agents, all on WhatsApp. The native nature brings tons of benefits: […]
1. Enable Case Deflection via Self Service Portal | Email2Case Channel » Drop in the number of Cases, decreases the support cost significantly. » In web2case, use standard deflection component: https://help.salesforce.com/s/articleView?id=sf.rss_case_deflection.htm&type=5 » Use auto-response rule to resolve frequently asked questions by embedding the solution/knowledge link in emails. » Use auto-response rule to resolve frequently asked […]
