Today we posted our third process map, this one for Service and Support.

It was a fun project to work on because this product has really grown up and I don’t think most people realize how powerful it is to run sales and support side-by-side.

I also think there are a good number of companies who are supporting customers over the phone and via email, but haven’t really formalized their processes yet. With this map you can start to think about all your various customer touch points, what can be automated, and what you need to measure.

This process map also introduces the new customer portal. The portal lets you provide 24/7 self-service support, letting customers check on cases and search the knowledgebase. It’s much more powerful than that though. You can expose Salesforce Ideas through the portal creating online community and even deploy custom tabs specific to your business. 

Download the map, check it out, and let us know what you think.