Course Type: Requirement
Name: RE-CONFIGURE CALL CENTER SERVICE CHANNEL USING SERVICE CLOUD
INDUSTRY: TELECOM
DEPARTMENT/UNIT INVOLVED: CUSTOMER SUPPORT
INTRODUCTION
Bay Alpha is an internet service provider who provides Broadband internet services to both Companies and Retail Customers. As a Startup, their customer complaints, enquiry and lead generation is handled by their customer support unit. the customer support unit uses the following channel; Phone and Web.
MANAGEMENT REQUIREMENTS
Management instructs Salesforce Administrator to create 2 separate divisions/teams for Customer Issues and Lead Onboarding called Customer Success and Customer Success and require they have seperate service channels, Seperate Users and separate Service category information.
CHALLENGES
Based on the anticipated growth of their Subscribers they intend to increase the staff strength of their Call Agents that will provide only Lead Onboarding Cases