Once upon a time — just a few years ago, to be more exact — a company’s blog (assuming they even had one) had nothing to do with the service department. Sales was largely ignorant of what customers were saying in forums and on social media. Managers had no choice but to rely on metrics that were vague, incomplete, or totally irrelevant.

Then Salesforce introduced Service Cloud. It brought all of this together in a single customer service platform, and it not only streamlines existing elements of your business but, when used to maximum effect, allows you to connect more broadly and deeply with customers. With Service Cloud, your company can make an impact that would have been unimaginable in the pre-Cloud world.

Here are a few best practices to get the most out of Service Cloud.

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Written by Charlie