In the previous chapter, we learned how our business can leverage Salesforce sales capabilities to enhance our chances of closing a deal. When a deal is made, we need to build a strong relationship with our customers using our platform features. This is known as Customer Relationship Management (CRM).
What's CRM without a proper service center? Salesforce Sales Cloud provides great tools that we can use to set up a fully functional service center. In this chapter, we'll use Salesforce Knowledge to create a powerful knowledge base (KB) that will be integrated within service processes, entitlements, and milestones to enforce a customers' service-level agreement (SLA), allow the Live Agent to deliver an efficient service chat, and provide Omni-Channel configuration so that we can smartly route our incoming service requests.
In this chapter...
