This document discusses features of a cloud-based customer relationship management (CRM) system for managing customer service and knowledge. It describes how the CRM allows customers to log cases, view case status, search knowledge bases for solutions, and view reports and dashboards. It also discusses how the system streamlines the case resolution process, provides a customer portal for self-service support, and enables reports and dashboards.

1. Cloud Computing CRM
– based on Salesforce.com

2. Contents
 CRM, SaaS, and PaaS
 Data Management and Collaboration
 Sales and Marketing
 Service and Knowledge Management
 Report and Dashboard

3. Service and
Knowledge Management

4. Funnel Cases from Disparate Customer Touch Points
Effective customer service benefits everyone—customers, agents, supervisors, and the company’s bottom line. Deliver outstanding and consistent service and
support across many channels including phone, email, the Web, and chat.
Cases by Type Cases by Source Cases by Customer Case Volume
? Log a Case Online
• Customer Portal
Case Deflection
With the customer portal, you
• Web-to-Case can set it up so the customer
receives a suggested solution
before submitting a case
Call Support CTI Integration (optional)
Your Customer Has
a Question • Press 1 for Support The customer’s information
• Press 2 for Billing automatically pops up for the
• Technical Support support rep Case Is Created
• Billing Question
• Feature Request
• Updated Account Info Email Support Email-to-Case (optional)
• support@acme.com You can setup email-to-case
• billing@acme.com so that a case is automatically
created based on an incoming
email.
Call Sales Log a Case Manually
• “While I have you on the phone…” The salesperson creates a
•” I don’t know who to call but…” case on behalf of the customer
1 2

5. Streamline Your Case Resolution Process
Make sure your service and support organization operates with maximum efficiency and accuracy. Streamline complex customer service processes, automate
workflow, and increase service quality and consistency.
Top Agents Case Status Most Used Solutions Avg. Response Time Customer Satisfaction
Case Is Assigned Verify Entitlements
Identify Solution
• Suggested solution
Communicate Solution
• Over the phone Resolved?

Case Closed
Yes
• Standard queue • Level of support • Search solutions • Email template • Log call notes
No
• Premier queue • Primary contact • Browse solutions • Customer Portal • Close case
• US queue • Installed products • Create a solution • Send survey
• EMEA queue Rework the Case
• Tier 1 queue
• New information is gathered
• Tier 2 queue
• Comments added to the case
Case Is Reassigned Case Is Escalated
• Brought to the attention of the support manager • Took too long to solve the case
• Assigned to a tier 2 rep or tier 2 queue • Need tier 2 help to solve the case
1 2 3

6. Provide 24/7 Self-Service Support with the Customer Portal
In 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.
# of Customer Logins Self-Service Transactions # of Posts, Comments, Votes Popular Ideas Top Contributors
Use your Web site and email correspondence to drive
customers to the self-service portal, where they can log Customer Portal Login Self-Registration
cases, check the status of cases, and connect with the
online community
My Home Page My Cases Knowledgebase Salesforce Ideas Custom Apps
You can create multiple Customers can log a case Users can search or Let customers post, vote With the standard
portals for different types online and come back to browse through solutions on, and discuss ideas with customer portal you can
of customers each, with check the status or case in the online one another: you can deploy your own custom
its own custom home history knowledgebase and capture feedback or applications to customers
page provide feedback on those manage feature requests
solutions they found
helpful
New Case is Created
Cases logged to the portal will be routed and
assigned to a queue for an agent to work
1 2 3

7. Call Center: Tools and Terminology
Below you’ll find the tools and terminology used in the application and online training. For more information visit Successforce.com, the Salesforce.com Online User
Community. You can search the site, browse around, and see what the community is interested in.
Accounts are your organization's customers, competitors,
A case is a detailed description of a customer’s feedback, and partners. Each account stores information such as
problem, or question. Your organization can use cases to name, address, and phone numbers. For each account,
track and solve your customers’ issues. you can store related information such as opportunities,
activities, cases, partners, contracts, and notes.
Cases Accounts
A solution is a detailed description of a customer issue and
the resolution of that issue. The collection of your Contacts are all of the individuals associated with your
organization’s solutions is sometimes referred to as the business accounts that you need to track in Salesforce.
solution knowledge base. Solution managers, You can store various information for a contact, such as
administrators, and users with the appropriate permissions phone numbers, addresses, titles, and roles in a deal.
Solutions can create, review, and categorize solutions. They can also
publish solutions to the Self-Service portal and public Contacts
knowledge base.
Tasks are to-do items that need to be followed up on. They
can be associated with accounts, contacts, leads, or other
Products are the individual items that have been sold to a custom objects. You can follow up on the task yourself, or
customer. Understanding what products a customer has assign it to another user.
and what is under warranty can help solve the case more Task
efficiently.
Products
Maintain a historical record of all activities related to an
account, contact, or opportunity. Your activity history
Make searching data and interacting with the results of your includes emails, call notes, and calendar events, so
searches simple, smooth, and highly effective. Inline paging everyone is on the same page.
and sorting features simplify the task of working with large Activities
sets of search results. Powerful filtering and scoping
functions narrow searches and results. Customization
Search options enable users to design search results layouts that
are tailored for the way they work.

8. Customer Portal: Tools and Terminology
Below you’ll find the tools and terminology used in the application and online training. For more information visit Successforce.com, the Salesforce.com Online User
Community. You can search the site, browse around, and see what the community is interested in.
A Customer Portal provides an online support channel for In addition to logging and viewing cases, you can now allow
your customers—allowing them to resolve their inquiries your customers to edit or even close their cases, search for
without contacting a customer service representative. cases, and associate cases to existing assets.
Customer Portal has functionality similar to Salesforce.
With a Customer Portal, you can also customize and Cases in
Customer Portal
deliver a visually stunning user interface to your customers. the Portal
With Winter ’08, you can enable your customers to self- Portal users can also search and browse for rich content
register for access to the portal, increasing administrative solutions in your knowledge base. With Suggested
productivity and improving customer loyalty by increasing solutions you can automatically display matching solutions
self-service capabilities. If you want to use an existing when a customer creates a case through the portal, and
authentication system, we also offer single sign-on Solution guide the user to close the case if one of the solutions
Self-Registration
integration. Knowledgebase solves the problem.
You can create multiple personalized portals for any
customer segment. Set up uniquely branded portals Salesforce Ideas reinvents the way that organizations
customized to the needs of distinct customer groups or VIP source ideas from their communities. The new Salesforce
customers, or product-specific portals to engage customers Ideas on-demand application helps companies build their
of each product. Alternatively, you can enable customers to own online communities to collaborate directly with
Personalized log on to the distinctly branded portals of your multiple customers, partners, employees, or other constituents in an
Portals business units, while you maintain a single customer Salesforce Ideas
interactive, online forum.
database. With personalized portals, you can create as
many unique experiences as your business model requires.
Create and deliver entirely new self-service processes—
Streamline the customer experience by allowing portal
going well beyond cases and solutions— with custom
users to update their own user profiles. Portal users can
objects and tabs. You can expose custom objects and tabs
view and edit their user and contact information, thus
created in Salesforce to your customers in the customer
reassuring both you and your users that their information is
portal to meet the unique customer service and support
accurate and up to date. Custom Apps
My Profile requirements of your organization and your industry.

9. 記錄個案 自動指派
個案升級 解決方案
管理方案 自助服務

10. 記錄個案

11. 建立新個案
寄備份給報案人
自定選項清單
自定公式欄位

12. 建立個案

14. 存檔同時通知報案人

15. 寄送個案副本給報案人

16. 可自定個案電子郵件範本

17. 修改選項清單

20. 自動帶入對應欄位資訊

23. 自定公式欄位帶入對應欄位資訊

27. 插入對應欄位

30. 欄位級安全性

35. 自動指派

36. 修改指派規則

37. 建立新規則

40. 儲存後套用指派規則

41. 出現錯誤訊息

42. 先停用規則

43. 重新啟用規則

44. 重新套用指派規則

46. 個案歷程記錄追蹤變更擁有者

47. 被指派者收到通知信

48. 個案升級

49. 修改升級規則

50. 停用現有升級規則

51. 建立新升級規則

53. 工作流程規則的評估條件

54. 新增升級動作

57. 啟用升級規則

58. 將已升級欄位加入版面

59. 將欄位拖拉放到版面上

61. 複製個案

62. 新個案，會觸發升級規則

63. 利用監控確認

64. 升級通知信

65. 個案被升級

66. 解決方案

67. 記錄個案處理過程
搜尋解決方案
結束個案並轉解決方案

68. 檢視建議的解決方案

69. 記錄處理過程

70. 瀏覽處理過程

71. 結束個案，並轉解決方案

72. 瀏覽已結束的個案

73. 切換到另一處理中的類似個案

74. 檢視建議的解決方案

75. 尋找解決方案

76. 選取加入解決方案

77. 檢視解決方案

79. 解決方案歷程記錄

80. 管理方案

81. 啟用決方案種類
修改版面
幫解決方案分類
依分類瀏覽解決方案

82. 啟用解決方案瀏覽

83. 解決方案頁籤

84. 增加解決方案種類

88. 將解決方案種類加入版面

90. 為解決方案加入種類

94. 一個解決方案可以有多個種類

95. 依種類瀏覽解決方案

99. 搜尋解決方案增加種類欄位

100. 自助服務

101. 啟用客戶入口網站
開啟客戶入口網站帳號
登入管理個案與瀏覽解決方案
線上報案
線上公用解決方案查詢

102. 啟用客戶入口網頁

106. 自助式服務

107. Salesforce 授權
Service Cloud
portal
Site and
Partner Portal
Site.com
Salesforce Saleforce Database.com

108. Service Cloud Portal 授權
Customer
High Volume
Portal
Customer
Manager
Portal
Custom
Customer
Portal Authenticated
Manager Website
Standard Service
Cloud
Portal

109. 現有授權統計

110. 無法直接建立客戶入口網頁使用
者

111. 先為管理者指派角色

112. 從聯絡人啟用客戶入口網頁授權

113. Customer Portal Manager
Standard

115. 授權數減少

116. 角色層級

117. 使用者收到帳號與密碼

118. 登入客戶入口網站

120. 起始頁面

121. 客戶自行追蹤所有個案進度

122. 客戶自行瀏覽解決方案

123. 客戶自行瀏覽個案處理狀況

124. 自助式服務可分享活動資訊

126. 修改客戶授權

128. 無法直接修改授權

129. 取消啟用

130. 為聯絡人停用客戶入口網頁

131. 為聯絡人重新啟用授權

133. 隨授權種類不同，功能受限

134. 無法與先前的個案保持關連

135. 客戶自行建立個案

138. 個案預設公用讀寫與傳輸

140. 修改為私人，但可透過階層存取

141. 看不到其他人的個案

142. 網站報案

143. 線上個案設定

144. 產生 HTML

145. 利用協作平台測試報案頁面

146. 報案人員收到自動回應

147. 自動指派工程師處理個案

148. 自動對應到現有公司與聯絡人

149. 公用解決方案

151. 公用解決方案已啟用

152. 將網址崁入其他網頁

153. 利用協作平台測試解決方案網站

156. Report and Dashboard

157. 表格 摘要
矩陣 排程寄送
顯示面板 資料夾

158. 表格

159. 報表頁籤

160. 選擇物件

161. 日期篩選

162. 擁有權篩選

163. 執行報告

164. 指定欄位排序

165. 摘要

166. 摘要

167. 分組

168. 新增圖表

169. 格式化圖表

170. 執行報告

171. 矩陣

172. 矩陣

173. 移除欄位

175. 編輯圖表

177. 執行報告

178. 分層細節

180. 排程寄送

181. 排程執行

182. 公用資料夾可指定其他收件者

183. 私人資料夾的報告將無法存取

187. 顯示面板

188. 將報告拖曳到顯示面板

189. 編輯頁首

190. 將元件拖曳到報表

191. 直接使用報表定義的圖表

192. 自定圖表

193. 儲存顯示面板

194. 執行顯示面板

195. 資料夾

196. 建立報告資料夾

198. 開啟自定資料夾

199. 刪除資料夾

201. 刪除資料夾之前要先移除報告

202. 第三天課程結束～