Customer Success in Salesforce
Independent Project: Use Salesforce to Support Customers
Glavine Harpe
Project
Overview
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Task 1: Create New Cases
Task 2: Create a Knowledge Base
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Task 3: Create Knowledge Articles
Task 4: Business Case Analysis
Insert a screenshot of each of the 3 new cases you’ve just created. Make sure to show the Case Details and Contact Details sections in your screenshot so that the Subject, Description, Status, Priority, and associated Contact are all visible.
Task 1: Create New Cases
Step 1: The new case you created for Rebecca Kim.
Step 2: The new case you created for Denise Choi.
Step 3: The second new case you created for Denise Choi.
Task 1: Create New Cases
Insert Task 1 Step 1 Screenshot here.
Task 1: Create New Cases
Insert Task 1 Step 2 Screenshot here.
Task 1: Create New Cases
Insert Task 1 Step 3 Screenshot here.
Insert a screenshot of the Knowledge Base you created showing the data category group and the data categories within it.
Task 2: Create a Knowledge Base
Task 2: Create a Knowledge Base
Insert Task 2 screenshot here.
Insert a screenshot on the following slide of the “Published Articles” list view showing you have created and published the six specified articles. Note that you may have to refresh your page for them all to appear in this list view.
Task 3: Create Knowledge Articles
Task 3: Create Knowledge Articles
Insert Task 3 screenshot here.
In a short paragraph, describe how creating cases and knowledge base articles in Salesforce helps SimplySocial more efficiently and effectively support their customers. In your description, include:
Task 4: Business Case Analysis
Task 4: Business Case Analysis
The purpose of cases and knowledge bases in Salesforce is to allow an all in one place to collect, process and resolve customer questions, concerns and complaints in the most time efficient way possible. To create a knowledge base you simply navigate to Service Setup within Salesforce and click the Knowledge section. There you can add Data Category Groups and specific Data Categories that correspond to the group. SimplySocial will benefit from this by having a quick way to respond to questions from their web form quickly and even be able to post the answers to FAQs directly to their platform. Meanwhile, they now have a designated space within Salesforce to collect all customer cases and manage them accordingly.
You have reached the end of this Project!