The service cloud in Salesforce consists of modules that help to manage business processes that are required after a sales cycle has been completed and the company is providing support and service to the customers for the products that are sold. Salesforce provides modules such as case management, knowledge, entitlements, live agent, and so on, which can help customers raise requests, and agents can use these modules effectively to solve issues or customer requests. The service cloud has an excellent reporting utility like the report builder we discussed in Chapter 3, Reports and Dashboards, which can help to draw reports to measure the Key Performance Indicators (KPIs) for the call center industry.

The case management module primarily consists of the case object. There are features such as Email-to-Case, which can help a company manage the customer requests from e-mails directly. Consider an example of a call center or support center. Typically, we e-mail them or raise...