About the Salesforce for Global Product Support training

Use this course to gain perspective on your role as a PSE, and to discover how to best use the Salesforce application for case handling and customer service. As a result of this course, you'll be able to recognize key features in the application, and be able to describe how to interact with an account for successful case handling. 

 Salesforce (SFDC) is a customer relationship management solution that brings companies and customers together. It's one integrated CRM platform that gives all the departments — including marketing, sales, commerce, and service — a single, shared view of every customer. 

UiPath uses Salesforce as an interaction tool for the support process. Once the user reaches out to UiPath using the contact form, the corresponding queries are created as a case and get presented to the support engineer via Salesforce. Adding to this, Salesforce also has its own reporting and knowledge sections that can be explored by all users.  

 Salesforce activities for PSEs include, but are not limited to: 

• Log and manage support requests. 

• Enter accurate Living Summary data to support cross-functional collaboration. 

• Store up-to-date customer contact information and related details. 

• Enter product knowledge and keep it up-to-date for use by all team members. 

• Request customer satisfaction survey responses by sharing available links via email.  

• Report on workload, performance, customer satisfaction, and related case details. 

• Use Calendly to present available meeting times to support troubleshooting efforts. 

• Reinforce the use and value of the Customer Portal for service and support inquiries.