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Salesforce Success Story

Case Study: Higher Education Software Provider-Higher Education Intelligence-Salesforce Sales/Service/Experience Clouds

Salesforce in a Higher Education Intelligence Solutions Company Leveraging Salesforce to Support Acquisition and High Organic Growth Industry: Educational Technology Sales Cloud Service Cloud Experience Cloud salesforce higher ed software provider A Higher Education Software Provider, formed via multiple acquisitions, services more than 1,700 higher education institutions with educational solutions for assessment and accreditation planning, learning outcome, ePortfolios, faculty activity reporting, course evaluation and institutional surveys, and curriculum and catalog management.  Salesforce higher ed software provider. Salesforce Higher Ed Software Provider PROBLEM SOLUTION RESULT Like Related Posts Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more 50 Advantages of Salesforce Sales Cloud According to the Salesforce 2017 State of Service report, 85% of executives with service oversight identify customer service as a Read more CRM Cloud Salesforce What is a CRM Cloud Salesforce? Salesforce Service Cloud is a customer relationship management (CRM) platform for Salesforce clients to Read more Salesforce Government Cloud: Ensuring Compliance and Security Salesforce Government Cloud public sector solutions offer dedicated instances known as Government Cloud Plus and Government Cloud Plus – Defense. Read more

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Web-to-Case

Web-to-Case

What is Web-to-Case in Salesforce? Salesforce Web-to-Case (WTC) is a feature that allows organizations to capture cases directly from their website. This process involves generating a WTC form, which can be integrated into the company’s website. Customers can use this form to create a case in Salesforce.com effortlessly. Enabling and Customizing Web-to-Case With Web-to-Case, you can gather customer support requests from your website and automatically generate new cases in Salesforce. Here’s how to set it up: Steps to Set Up WTC Additional Customization Options WTC Limitations Custom Server Concept for Web-to-Case WTC allows automatic capture of support requests from your website, turning them into cases using a simple, customizable form. This form can be styled and embedded on a public case submission page, making it easy for customers to submit support requests. Difference Between Web-to-Lead and Web-to-Case Changing a WTC Form in Salesforce To modify a WTC form: Why Use WTL in Salesforce? Web-to-Lead captures prospects who provide contact information, aiding in lead generation and allowing redirection to other internet pages critical to campaign success. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

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service cloud

Salesforce Service Cloud Question-to-Case Explained

The Salesforce Service Cloud Question-to-Case feature streamlines the process for moderators to create cases from questions in Chatter, facilitating the efficient tracking and resolution of customer issues. Accessible across multiple platforms, including your Salesforce org, Salesforce mobile web, Aura, and Salesforce Tabs + Visualforce sites with Chatter Questions enabled, this feature ensures a seamless experience. When a customer uses the Question action in Chatter to ask a question, similar questions and Knowledge articles appear below the Chatter publisher. If the similar questions and articles don’t address the issue, the customer posts the question. The customer who asked the questions receives an email notifying them that a case was created from their question. The email provides the case number and a link to the case. Agents can respond to the question directly from the case feed using the action in the publisher. When agents find a solution, they can respond to questions directly from the console, and the customer sees the agent’s response on the question or in the My Cases view. Agents choose whether the reply is visible to the Experience Cloud site, or only to the customer who asked the question. The Salesforce Case object forms the base of the Case Management capability of Service Cloud which helps improve the overall user experience for both customers and staff. The Salesforce Question-to-Case Connector further enhances efficiency by synchronizing questions generated in Jive with cases in the Salesforce org. This integration promotes a unified approach to managing customer inquiries. As a valuable tool in Salesforce, Question-to-Case facilitates the escalation of questions to cases, enabling agents to promptly address open issues. Community users, granted moderator permissions, also possess the ability to escalate questions to cases. Salesforce Case Management allows us to record, track and solve customer issues by sales, service and support. It includes the ability to create cases either from an email (email to case), from a web form (web to case), or manually. Cases are the backbone of Service Cloud. Cases help you track and resolve customer issues, showing you a complete view of the customer. To harness the benefits of Question-to-Case, ensure its activation in your Experience Cloud sites, Salesforce org, or both. In the broader context of case creation in Salesforce Service Cloud, cases can be initiated through various channels, such as online case logging, Case Support (CTI), and Email Support. Once a case is generated, the subsequent step involves assigning it to a sales agent or queue for efficient resolution. How do I create a case hierarchy in Salesforce? To create a case that is automatically associated with a case whose detail page you’re viewing, click the New button on the Related Cases related list. From the New dropdown button, Classic users can choose to create either a blank case or a case with information from the parent case. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

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