Salesforce Trailhead Ledgeview Partners

Hello, fellow Trailblazers!

It’s been a minute, but I’m back with more to share about my experience with Trailhead today.

This week, I’m covering the unit: “Discover Key Terms and Customer Channels for Service”, under the module “Service Cloud Essentials Basics”, under the trail, “Discover Service for Small Business with Service Cloud Essentials”.

Trailhead starts with the basics in this module, explaining first about why customer service matters.

As a small business leader or employee, it’s likely you already know or at least have some awareness that your customers need your help, whether you are selling a service or product. (Certainly, I hope this is true.)

There is a need you are filling, whatever your more specific objective.

Therefore, you need a way to be able to handle potential complaints, problems, comments, or questions that are thrown at your business. Certainly, technology like Salesforce is equipped to help you with this.

The best way to do this within the Salesforce platform is to track these issues and how you resolve them with Cases.

Salesforce describes the process of case management as “routing cases through your custom processes with as little work as possible while wowing your customers with superior service”.

This definition is at case management’s most effective level.

The truth of the matter that Salesforce expands upon is that small business will face a variety of hurdles handling their customers, but using technology like Service Cloud Essentials can help them to manage issues better.

Small business employees will be able to feel like they can manage with more effectiveness than ever before and be able to have quick access to case resolution best practices and system functionality.

As Salesforce states, “small businesses also now have to provide multichannel support for customer issues”, and having a central hub to do it will make things easier for those who feel new to the digital space.

Trailhead expands upon key terminology you should know while using Service Cloud Essentials within this unit.

When you want to know more about how you can leverage it to grow your small business, I recommend this module.

Next week, I’ll cover more about Service Cloud Essentials for Small Business with the second unit in this trail, “Get Started with Service Cloud Essentials”.


I hope you enjoy similar takeaways while completing this trail yourself …

On a similar note, if you’d like to learn more about encouraging high and continuous Salesforce adoption within your small business, I recommend the eBook: “Achieving User Adoption Success with Salesforce: A Guide for Admins on 4 Common Hurdles + Solutions”.

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I look forward to covering next week’s unit with you and completing more trails together. You can access the trail discussed in this recap here.

Happy learning, Trailblazers!

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