Archive - July 28, 2016

Leveraging Service Cloud for Multi-channel Support

Leveraging Service Cloud for Multi-channel Support


Welcome back again! This is the final part of a four-part series with our fictitious nonprofit Coalition Against Homelessness (CAH). CAH helps us generalize and illustrate problems we have faced in many organizations over the years. In the first three parts of this series (Part 1, Part 2, Part 3), we looked at ways in which CAH leveraged native functionality within the Salesforce Cases module to increase efficiency and transparency in their internal support processes; streamline inbound requests and routing; and drive constituents to automated engagement channels.

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