Servicecloud Salesforce Customer Service Setup

-> Knowledge Base/Help Center
Set up search function which will allow topics to be recommended based on keywords
Web-to-case: case details should include email and case reason
Web-to-case: description should be in email format


-> Cases
Create List Views for each issue from web-to-case form
Satisfaction Survey for closed cases
Configure cases to change status to New when customer responds
Configure cases to change from new to pending or solved when an agent responds
Configure and create list view to show cases with new comments from customers
Remove agent email notification with new comment update
Set email trigger to notify customer of received request
Link Shopify to service cloud to see customer information in cloud
Create keyboard shortcuts
Add customer information like email and name to the case details
Automatically return to new cases once an email has been answered
Reporting on new, on hold and closed cases based on company and agent

-> Live Agent
Configure live chat function on website
Link Shopify information
Set business hours, macros and ability to transfer
Satisfaction Survey for closed chats
About the recuiter
Member since May 20, 2018
Manoj Kumar
from Queensland, Australia

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