The Official Salesforce Blog - Service and Support

• Case Activity History - Delivered Chronologically

  Jul 14, 2006

  Many customers have asked for a chronological view of all case interactions.  It’s a very obvious need for quickly understanding how responsive you are being to a particular customer case.    We have recently released an AppExchange component that does just this and more:

  This component allows you to immediately see a chronological view of all activities related to the case, these activities include Tasks, Events, Comments, Emails and field history.

  In addition to allowing you to see this helpful information for your own use, you can send an email containing all the ‘Public’ activity to your customer, so they are kept informed on your efforts to resolve their case.  This is a great way to increase customer satisfaction and avoid those follow up calls from your customers.  This component is delivered via custom S-Controls and the AJAX toolkit.   If you are feeling creative you could easily make this work for Opportunities or Leads, any volunteers?  Why not post your own Appexchange component?

  Feedback is welcome.  Thanks.

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• New Service and Support Process Map

  Jul 7, 2006

  Today we published a new process map for Salesforce Service and Support.

  The map illustrates how support requests flow through the app from capture through to case resolution.

  This is a brand new document, so let us know what you think by adding comments below.

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• Using the Self-Service Portal for Internal Operations

  Apr 7, 2006

  Many customers have asked me if it’s possible to leverage the Self-Service Portal for internal help desk requests and support customers at the same time. Here’s an example of how one customer is doing it.

  As background, Salesforce Service and Support includes an on-demand Self-Service Portal that provides contacts with the ability to search for answers to commonly asked questions, create, track and view cases via a self-service Web site.

  Five9, (www.five9.com) is leveraging the Self-Service Portal to support both their customers as well as their internal Business Operations group. The Business Operations group provides support services for their internal systems such as Salesforce’s CRM functionality. Beyond the MIS focus, Business Operations is also available to assist in general business process analysis and for streamlining operations.

  

  Business Operations work requests are submitted via the Customer Care Portal (CCP) located on Five9’s website and email. This is the same portal Five9 customers use to interact with Five9. All Five9 employees and customers have login credentials for the Customer Care Portal.

  

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• Public Knowledgebase with Solution Categories

  Dec 27, 2005

  This week we rolled out the Public Knowledgebase with Solution Categories on the Successforce.com site. As an administrator this might be interesting to you for two reasons.

  First, it gives you a new way to deflect questions and make your users more self-sufficient. The Public Knowledgebase is the exact same knowledgebase that salesforce.com’s support team uses, only this way you can find answers to your questions immediately vs. logging a case and waiting for a response. You might add the link to your intranet, as a custom link on your salesforce.com homepage, or include it your emails when replying to questions.

  

  The second reason this might be of interest is that this is native Salesforce functionality available to all Professional and Enterprise Edition customers. It’s very easy to add it to your site and once you have it set up, all the administration is done from within salesforce.com. Click here to begin the setup process.

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• Suggested Documents using Custom Formula Fields

  Oct 24, 2005

  “Do your reps ever complain that it’s hard to find documents in the document library? Do you want to cut down on training? Leverage custom formula fields to suggest resources based upon fielded information in the contact, opportunity, or account record.”

  Now you can deliver different content for your sales force based upon the different stages of their opportunity.

  

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