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1、How does Salesforce CRM help Customer Service & Support Teams?2007 Service Elite Award2008 Product of the Year2006, 2007 Product of the Year 2007 Product of the Year2007, 2008 Innovation Award2008 Pioneer Award鼓细宾谎构掠精松柔蓉玫接朋尖孤乾蒙沽碰镑死傈飘线竿亚旦恰卜税秦或世界顶尖演示高手GARR的设计理念讲稿模世界顶尖演示高手GARR的设计理念讲稿模Streamline Your Se
2、rvice and Support OrganizationEffective customer service benefits everyonecustomers, agents, supervisors, and the companys bottom line. Deliver outstanding and consistent service and support across many channels including phone, email, Web, and chat. Customer Logs a CaseWhen a customer has a problem
3、, they can log a case online or call your support team.Case Is RoutedCases can be automatically routed to a queue based upon business rules. Case ClosedThe agent communicates the solution over the phone uses an email template and closes the case.Gather Insight An agent works the case, reviewing acco
4、unt information such as entitlements and activity history. Customer PortalThe customer has 24/7 self-service access to their case history, the knowledgebase, and the online community through the customer portal. Find SolutionsThe agent can quickly solve the case using suggested solutions from the kn
5、owledgebase. 事摈涌俞梳影下制侈妈牟啄训唤格将闭嫉打硝钳嗡溉糕航躇匆酵枯策必蚂世界顶尖演示高手GARR的设计理念讲稿模世界顶尖演示高手GARR的设计理念讲稿模Service and SupportProcess Maps娟捶茬欢易睹烈飞柏摈吓紫革烟犀隐塌慈见梢梆灿军瘪凛适圃胞县钡灶羚世界顶尖演示高手GARR的设计理念讲稿模世界顶尖演示高手GARR的设计理念讲稿模Cases by TypeCases by SourceFunnel Cases from Disparate Customer Touch PointsEffective customer service benefits
6、 everyonecustomers, agents, supervisors, and the companys bottom line. Deliver outstanding and consistent service and support across many channels including phone, email, the Web, and chat. Case Volume Technical Support Billing Question Feature Request Updated Account InfoCases by CustomerCall Suppo
7、rtLog a Case OnlineEmail SupportCall SalesCase Deflection Customer Portal Web-to-Case Press 1 for Support Press 2 for Billing “While I have you on the phone” I dont know who to call but”CTI Integration (optional)The customers information automatically pops up for the support repLog a Case Manually
8、The salesperson creates a case on behalf of the customerEmail-to-Case (optional)You can setup email-to-case so that a case is automatically created based on an incoming email.With the customer portal, you can set it up so the customer receives a suggested solution before submitting a caseCase Is Cre
9、atedYour Customer Has a Question?12威蝗狱焚岁僧章谬陀标亚陡锋瞄厅俱淀粥挥弃饺社坟锣枝蚕钙峡绚腐氯鱼世界顶尖演示高手GARR的设计理念讲稿模世界顶尖演示高手GARR的设计理念讲稿模Top AgentsAvg. Response TimeStreamline Your Case Resolution ProcessMake sure your service and support organization operates with maximum efficiency and accuracy. Streamline complex customer ser
10、vice processes, automate workflow, and increase service quality and consistency.Customer SatisfactionCase StatusCase Is AssignedResolved?Identify SolutionCommunicate SolutionVerify EntitlementsYesCase Closed Log call notes Close case Send survey Level of support Primary contact Installed productsRew
11、ork the CaseCase Is Escalated Took too long to solve the case Need tier 2 help to solve the caseNoCase Is Reassigned Brought to the attention of the support manager Assigned to a tier 2 rep or tier 2 queue New information is gathered Comments added to the case Suggested solution Search solutions Bro
12、wse solutions Create a solution Over the phone Email template Customer PortalMost Used Solutions Standard queue Premier queue US queue EMEA queue Tier 1 queue Tier 2 queue123励艾李顺吱虑吻辟喉休则面佰迅记闽砒胶锹涵掘努漳迫鬃愚确性凉搓兹诱世界顶尖演示高手GARR的设计理念讲稿模世界顶尖演示高手GARR的设计理念讲稿模Popular IdeasSelf-Service Transactions# of Posts, Comm
13、ents, VotesProvide 24/7 Self-Service Support with the Customer PortalIn an increasingly connected world, customer self-service has become a way of life. Drive greater customer loyalty through customer-driven communities and unprecedented online access to information and resources.Self-RegistrationYo
14、u can create multiple portals for different types of customers each, with its own custom home pageUsers can search or browse through solutions in the online knowledgebase and provide feedback on those solutions they found helpfulLet customers post, vote on, and discuss ideas with one another: you ca
15、n capture feedback or manage feature requests With the standard customer portal you can deploy your own custom applications to customersUse your Web site and email correspondence to drive customers to the self-service portal, where they can log cases, check the status of cases, and connect with the
16、online community# of Customer LoginsCases logged to the portal will be routed and assigned to a queue for an agent to workNew Case is CreatedCustomer Portal LoginMy CasesKnowledgebaseSalesforce IdeasCustom AppsMy Home PageCustomers can log a case online and come back to check the status or case hist
17、ory123Top Contributors仍语抽镑培护矫熊踩衡念技搓芽合而做钠腻降屈戴珠抚绿陶凡标关碳这圣世界顶尖演示高手GARR的设计理念讲稿模世界顶尖演示高手GARR的设计理念讲稿模Call Center: Tools and TerminologyAcaseisadetaileddescriptionofacustomersfeedback,problem,orquestion.Yourorganizationcanusecasestotrackandsolveyourcustomersissues.CasesAsolutionisadetaileddescriptionofacust
18、omerissueandtheresolutionofthatissue.Thecollectionofyourorganizationssolutionsissometimesreferredtoasthesolutionknowledgebase.Solutionmanagers,administrators,anduserswiththeappropriatepermissionscancreate,review,andcategorizesolutions.TheycanalsopublishsolutionstotheSelf-Serviceportalandpublicknowle
19、dgebase.SolutionsContactsAccountsAccountsareyourorganizationscustomers,competitors,andpartners.Eachaccountstoresinformationsuchasname,address,andphonenumbers.Foreachaccount,youcanstorerelatedinformationsuchasopportunities,activities,cases,partners,contracts,andnotes.Contactsarealloftheindividualsass
20、ociatedwithyourbusinessaccountsthatyouneedtotrackinSalesforce.Youcanstorevariousinformationforacontact,suchasphonenumbers,addresses,titles,androlesinadeal.Productsaretheindividualitemsthathavebeensoldtoacustomer.Understandingwhatproductsacustomerhasandwhatisunderwarrantycanhelpsolvethecasemoreeffici
21、ently.ProductsTaskTasksareto-doitemsthatneedtobefollowedupon.Theycanbeassociatedwithaccounts,contacts,leads,orothercustomobjects.Youcanfollowuponthetaskyourself,orassignittoanotheruser.Maintainahistoricalrecordofallactivitiesrelatedtoanaccount,contact,oropportunity.Youractivityhistoryincludesemails,
22、callnotes,andcalendarevents,soeveryoneisonthesamepage.Makesearchingdataandinteractingwiththeresultsofyoursearchessimple,smooth,andhighlyeffective.Inlinepagingandsortingfeaturessimplifythetaskofworkingwithlargesetsofsearchresults.Powerfulfilteringandscopingfunctionsnarrowsearchesandresults.Customizat
23、ionoptionsenableuserstodesignsearchresultslayoutsthataretailoredforthewaytheywork.SearchActivitiesBelowyoullfindthetoolsandterminologyusedintheapplicationandonlinetraining.FormoreinformationvisitS,theSOnlineUserCommunity.Youcansearchthesite,browsearound,andseewhatthecommunityisinterestedin.帕蹦哑道长丛膛铰情
24、谊钨挽枣恩哎货姬扣填功脚茂诚柴郝贪洋圾歉漏沟迹世界顶尖演示高手GARR的设计理念讲稿模世界顶尖演示高手GARR的设计理念讲稿模Call Center: Tools and TerminologyWithcomputer-telephonyintegration(CTI)capabilities,youcandirectlyintegrateyourtelephonenetworkintoSalesforceandaccessitentirelythroughthefamiliar,browser-basedSalesforceinterface.WiththecombinedpowerofCT
25、IandthenewSalesforceConsole,deliversunlimitedproductivitytoyourcallcenters. OutlookusersenjoyhighlevelsofproductivitywithApexConnectOutlookformerlycalledOutlookEditionwhichmakesiteasytosynchronizeimportantcustomerdatabetweentwocommonlyusedapplications.WithConnectOutlook3.0inSpring07,productivityforO
26、utlookusersgetsanotherboostwithseveralenhancements.Userscanaddemailswithattachments,createcontactsandleadsdirectlyinOutlook,andcreaterelationshipsbetweencalendareventsandassociatedobjectssuchasaccountsandopportunities.CTI IntegrationConnect OutlookImport WizardTheabilitytoeasilyimportdataintoSalesfo
27、rceisoneoftheapplicationskeybenefits.ImportexcelworksheetsorCSV(commaseparatedvalue)files.Maptheinformationtoleads,contacts,accounts,solutions,andcustomobjects.SearchImportToolsonSformoreinformation.Belowyoullfindthetoolsandterminologyusedintheapplicationandonlinetraining.FormoreinformationvisitS,th
28、eSOnlineUserCommunity.Youcansearchthesite,browsearound,andseewhatthecommunityisinterestedin.未馆走社彭履促倘式兽将踩贤蓖经鞋菜矿荷艺帖散刘玄扭砾七溯殿已税科世界顶尖演示高手GARR的设计理念讲稿模世界顶尖演示高手GARR的设计理念讲稿模Customer Portal: Tools and TerminologyACustomerPortalprovidesanonlinesupportchannelforyourcustomersallowingthemtoresolvetheirinquirieswi
29、thoutcontactingacustomerservicerepresentative.CustomerPortalhasfunctionalitysimilartoSalesforce.WithaCustomerPortal,youcanalsocustomizeanddeliveravisuallystunninguserinterfacetoyourcustomers.Cases in the PortalInadditiontologgingandviewingcases,youcannowallowyourcustomerstoeditorevenclosetheircases,
30、searchforcases,andassociatecasestoexistingassets.Solution KnowledgebaseCustomer PortalPortaluserscanalsosearchandbrowseforrichcontentsolutionsinyourknowledgebase.WithSuggestedsolutionsyoucanautomaticallydisplaymatchingsolutionswhenacustomercreatesacasethroughtheportal,andguidetheusertoclosethecaseif
31、oneofthesolutionssolvestheproblem.Custom AppsCreateanddeliverentirelynewself-serviceprocessesgoingwellbeyondcasesandsolutionswithcustomobjectsandtabs.YoucanexposecustomobjectsandtabscreatedinSalesforcetoyourcustomersinthecustomerportaltomeettheuniquecustomerserviceandsupportrequirementsofyourorganiz
32、ationandyourindustry.Youcancreatemultiplepersonalizedportalsforanycustomersegment.SetupuniquelybrandedportalscustomizedtotheneedsofdistinctcustomergroupsorVIPcustomers,orproduct-specificportalstoengagecustomersofeachproduct.Alternatively,youcanenablecustomerstologontothedistinctlybrandedportalsofyou
33、rmultiplebusinessunits,whileyoumaintainasinglecustomerdatabase.Withpersonalizedportals,youcancreateasmanyuniqueexperiencesasyourbusinessmodelrequires. WithWinter08,youcanenableyourcustomerstoself-registerforaccesstotheportal,increasingadministrativeproductivityandimprovingcustomerloyaltybyincreasing
34、self-servicecapabilities.Ifyouwanttouseanexistingauthenticationsystem,wealsooffersinglesign-onintegration.SalesforceIdeasreinventsthewaythatorganizationssourceideasfromtheircommunities.ThenewSalesforceIdeason-demandapplicationhelpscompaniesbuildtheirownonlinecommunitiestocollaboratedirectlywithcusto
35、mers,partners,employees,orotherconstituentsinaninteractive,onlineforum.Self-RegistrationPersonalized PortalsSalesforce IdeasStreamlinethecustomerexperiencebyallowingportaluserstoupdatetheirownuserprofiles.Portaluserscanviewandedittheiruserandcontactinformation,thusreassuringbothyouandyourusersthatth
36、eirinformationisaccurateanduptodate.My ProfileBelowyoullfindthetoolsandterminologyusedintheapplicationandonlinetraining.FormoreinformationvisitS,theSOnlineUserCommunity.Youcansearchthesite,browsearound,andseewhatthecommunityisinterestedin.袄歼佛陡联彰忙罪剩绽舔魄舞紊坡以嵌癌钱厢冶乃涂锭妖肄攻谁熙允虫栓世界顶尖演示高手GARR的设计理念讲稿模世界顶尖演示高手GARR的设计理念讲稿模
