The Service and Support Process Map illustrates how support requests flow through Salesforce from capture through to case resolution. You can see how cases are routed, escalated, and solved.

We've also added a slide on the Customer Portal and Salesforce Ideas two exciting new products for self-service and online community.

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The overview slide below provides a set-by-step illustration of how you can use Salesforce to streamline your service and support organization.

Additional Process Maps: Sales and Marketing, Activity Management, Service and Support, PRM