{"id":2536,"date":"2020-12-26T20:01:42","date_gmt":"2020-12-26T12:01:42","guid":{"rendered":"http:\/\/www.salesforcecrm.cn\/?p=2536"},"modified":"2020-12-26T20:01:42","modified_gmt":"2020-12-26T12:01:42","slug":"salesforce%e8%ae%a2%e5%8d%95%e7%ae%a1%e7%90%86-%e8%bf%9e%e6%8e%a5b2c%e5%95%86%e4%b8%9a%e5%92%8c%e6%9c%8d%e5%8a%a1%e4%ba%91","status":"publish","type":"post","link":"http:\/\/www.ponybai.com\/?p=2536","title":{"rendered":"Salesforce\u8ba2\u5355\u7ba1\u7406 &#8211; \u8fde\u63a5B2C\u5546\u4e1a\u548c\u670d\u52a1\u4e91"},"content":{"rendered":"<div>\n<h2 id=\"learning-objectives\"><span>\u5b66\u4e60\u76ee\u6807<\/span><\/h2>\n<div>\n<div><span>\u5b8c\u6210\u672c\u5355\u5143\u540e\uff0c\u60a8\u5c06\u80fd\u591f\uff1a<\/span><\/p>\n<ul>\n<li><span>\u5217\u51fa\u8fde\u63a5\u5546\u52a1\u548c\u670d\u52a1\u7684\u597d\u5904\u3002<\/span><\/li>\n<li><span>\u63cf\u8ff0\u5904\u7406\u9000\u8d27\u65f6\u53d1\u751f\u7684\u60c5\u51b5\u3002<\/span><\/li>\n<li><span>\u63cf\u8ff0\u5904\u7406\u53d6\u6d88\u65f6\u53d1\u751f\u7684\u60c5\u51b5\u3002<\/span><\/li>\n<\/ul>\n<\/div>\n<\/div>\n<\/div>\n<div id=\"om-connect-b2c-commerce-service-cloud-intro\">\n<h2 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id=\"empower-service-agents-with-information\"><span>\u4e3a\u670d\u52a1\u4ee3\u7406\u5546\u63d0\u4f9b\u4fe1\u606f<\/span><\/h2>\n<div>\n<p><span>\u56e0\u4e3a\u60a8\u7684\u670d\u52a1\u4ee3\u7406\u53ef\u4ee5\u76f4\u63a5\u4ece\u670d\u52a1\u63a7\u5236\u53f0\u8bbf\u95ee\u8ba2\u5355\u6458\u8981\uff0c\u6240\u4ee5\u6240\u9700\u7684\u8ba2\u5355\u4fe1\u606f\u59cb\u7ec8\u553e\u624b\u53ef\u5f97\u3002<\/span><\/p>\n<p><span>\u60a8\u7684\u670d\u52a1\u4ee3\u7406\u4ecd\u7136\u53ef\u4ee5\u901a\u8fc7\u4efb\u4f55\u6e20\u9053\u4e0e\u5ba2\u6237\u8fdb\u884c\u901a\u4fe1\uff0c\u4ed6\u4eec\u53ef\u4ee5\u81ea\u7531\u5730\u5728\u719f\u6089\u7684\u5de5\u4f5c\u7a7a\u95f4\uff08\u670d\u52a1\u63a7\u5236\u53f0\uff09\u4e2d\u7ba1\u7406\u5176\u4ea4\u4e92\u3002\u4f46\u662f\uff0c\u4ed6\u4eec\u73b0\u5728\u53ef\u4ee5\u66f4\u5feb\u5730\u5904\u7406\u5ba2\u6237\u7684\u8bf7\u6c42\uff0c\u56e0\u4e3a\u4ed6\u4eec\u4e0d\u518d\u9700\u8981\u5728\u591a\u4e2a\u7cfb\u7edf\u4e4b\u95f4\u6765\u56de\u5207\u6362\u4ee5\u67e5\u627e\u6240\u9700\u7684\u4fe1\u606f\u3002<\/span><\/p>\n<p><span>\u5f53\u5ba2\u6237\u4e0e\u670d\u52a1\u4ee3\u7406\u5546\u8054\u7cfb\u6709\u5173\u8ba2\u5355\u7684\u95ee\u9898\u65f6\uff0c\u8be5\u4ee3\u7406\u5546\u5c06\u76f4\u63a5\u5728\u670d\u52a1\u63a7\u5236\u53f0\u4e2d\u8bbf\u95ee\u5ba2\u6237\u7684\u5e10\u6237\u8bb0\u5f55\u3002\u5e10\u6237\u8bb0\u5f55\u663e\u793a\u5ba2\u6237\u7684\u8ba2\u5355\u5386\u53f2\u8bb0\u5f55\u3002\u8fd9\u4f7f\u4ee3\u7406\u5f88\u5bb9\u6613\u627e\u5230\u5ba2\u6237\u7684\u8ba2\u5355\u4fe1\u606f\u3002\u7136\u540e\uff0c\u4ee3\u7406\u53ef\u4ee5\u76f4\u63a5\u5728\u670d\u52a1\u63a7\u5236\u53f0\u4e2d\u6253\u5f00\u76f8\u5e94\u7684\u8ba2\u5355\u6458\u8981\u3002<\/span><\/p>\n<p><img decoding=\"async\" class=\"image image-block\" src=\"https:\/\/res.cloudinary.com\/hy4kyit2a\/f_auto,fl_lossy,q_70\/learn\/modules\/om-salesforce-order-management\/om-connect-b2c-commerce-service-cloud\/images\/a132097894ddd02340b90e109bdc8a44_om-unit-5-service-console.png\" alt=\"\u670d\u52a1\u63a7\u5236\u53f0\u663e\u793a\u5ba2\u6237\u7684\u8ba2\u5355\u6458\u8981\u8bb0\u5f55\u3002\" \/><\/p>\n<p><span>\u4ee3\u7406\u73b0\u5728\u53ef\u4ee5\u67e5\u770b\u6240\u6709\u5ba2\u6237\u7684\u8ba2\u5355\u4fe1\u606f\u3002\u4ece\u8fd9\u91cc\uff0c\u4ee3\u7406\u53ef\u4ee5\u56de\u7b54\u6709\u5173\u8ba2\u5355\u4ea7\u54c1\u548c\u8d39\u7528\uff0c\u6388\u6743\u548c\u6355\u83b7\u7684\u4ed8\u6b3e\u91d1\u989d\uff0c\u5c65\u884c\u72b6\u6001\uff0c\u8fd0\u8f93\u4fe1\u606f\u7b49\u95ee\u9898\u3002<\/span><\/p>\n<p><span>\u8981\u5b9e\u9645\u64cd\u4f5c\uff0c\u8bf7\u82b1\u51e0\u5206\u949f\u89c2\u770b\u6b64\u5feb\u901f\u6f14\u793a\u3002<\/span><\/p>\n<p><span class=\"image\"><iframe src=\"https:\/\/www.youtube.com\/embed\/yQr6tPUMMpw\" width=\"898\" height=\"505.125\" allowfullscreen=\"allowfullscreen\" data-mce-fragment=\"1\"><\/iframe><\/span><\/div>\n<\/div>\n<div id=\"om-connect-b2c-commerce-service-cloud-process\">\n<h2 id=\"process-cancellations-and-returns\"><span>\u6d41\u7a0b\u53d6\u6d88\u548c\u9000\u8d27<\/span><\/h2>\n<div>\n<p><span>\u9664\u4e86\u8bbf\u95ee\u8ba2\u5355\u6458\u8981\u6765\u56de\u7b54\u5ba2\u6237\u95ee\u9898\u5916\uff0c\u670d\u52a1\u4ee3\u7406\u5546\u8fd8\u53ef\u4ee5\u4f7f\u7528\u201c\u8ba2\u5355\u6458\u8981\u201d\u9875\u9762\u4e0a\u201c\u64cd\u4f5c\u4e0e\u5efa\u8bae\u201d\u90e8\u5206\u4e2d\u7684\u94fe\u63a5\u6765\u5904\u7406\u53d6\u6d88\u548c\u9000\u8d27\u3002<\/span><\/p>\n<div><span class=\"image image-block\"><img decoding=\"async\" class=\"image image-block\" src=\"https:\/\/res.cloudinary.com\/hy4kyit2a\/f_auto,fl_lossy,q_70\/learn\/modules\/om-salesforce-order-management\/om-connect-b2c-commerce-service-cloud\/images\/da6893513b9dc2e9b01bfb983bec9595_om-unit-5-actions-recommendations.png\" alt=\"\u8ba2\u5355\u6458\u8981\u9875\u9762\u7684\u201c\u64cd\u4f5c\u548c\u5efa\u8bae\u201d\u90e8\u5206\u3002\" \/><\/span><\/div>\n<p><strong class=\"ph\"><span>\u53d6\u6d88\u9879\u76ee\uff1a\u00a0<\/span><\/strong><span>\u670d\u52a1\u4ee3\u7406\u53ef\u4ee5\u5904\u7406\u5c1a\u672a\u5206\u914d\u6216\u672a\u5b8c\u6210\u7684\u8ba2\u5355\u9879\u76ee\u7684\u53d6\u6d88\u3002<\/span><\/p>\n<div><span>\u5f53\u4ee3\u7406\u5546\u53d6\u6d88\u8ba2\u5355\u9879\u76ee\u65f6\uff0cSalesforce\u8ba2\u5355\u7ba1\u7406\uff1a<\/span><\/p>\n<ul>\n<li><span>\u521b\u5efa\u53d8\u66f4\u5355\u4ee5\u8ddf\u8e2a\u53d6\u6d88\u3002<\/span><\/li>\n<li><span>\u5728\u8ba2\u5355\u6458\u8981\u4e0a\u66f4\u65b0\u8ba2\u5355\u4ea7\u54c1\u603b\u6570\u548c\u8ba2\u5355\u4ea7\u54c1\u6570\u91cf\u3002<\/span><\/li>\n<\/ul>\n<\/div>\n<p><strong class=\"ph\"><span>\u9000\u8d27\uff1a\u00a0<\/span><\/strong><span>\u6ee1\u8db3\u8ba2\u5355\u9879\u540e\uff0c\u670d\u52a1\u4ee3\u7406\u53ef\u4ee5\u5904\u7406\u8ba2\u5355\u7684\u9000\u8d27\u3002<\/span><\/p>\n<div><span>\u4ee3\u7406\u5546\u5904\u7406\u9000\u8d27\u65f6\uff0cSalesforce\u8ba2\u5355\u7ba1\u7406\uff1a<\/span><\/p>\n<ul>\n<li><span>\u521b\u5efa\u53d8\u66f4\u5355\u4ee5\u8ddf\u8e2a\u9000\u8d27\u3002<\/span><\/li>\n<li><span>\u5728\u8ba2\u5355\u6458\u8981\u4e0a\u66f4\u65b0\u8ba2\u5355\u4ea7\u54c1\u72b6\u6001\u548c\u8ba2\u5355\u4ea7\u54c1\u603b\u8ba1\u3002<\/span><\/li>\n<li><span>\u521b\u5efa\u8d37\u9879\u51ed\u8bc1\uff0c\u4ee5\u5c06\u9000\u6b3e\u91d1\u989d\u4e0e\u8d22\u52a1\u7ba1\u7406\u7cfb\u7edf\u6838\u5bf9\u3002<\/span><\/li>\n<\/ul>\n<\/div>\n<p><span>\u53d6\u6d88\u548c\u8fd4\u56de\u8fc7\u7a0b\u7531\u6d41\u63d0\u4f9b\u52a8\u529b\u3002\u60a8\u53ef\u4ee5\u4e0e\u670d\u52a1\u56e2\u961f\u4e00\u8d77\u4fee\u6539\u8fd9\u4e9b\u6d41\u7a0b\uff0c\u4ee5\u6ee1\u8db3\u60a8\u7684\u4e1a\u52a1\u9700\u6c42\u3002\u4f8b\u5982\uff0c\u60a8\u53ef\u4ee5\u5728\u9000\u8d27\u6d41\u7a0b\u4e2d\u6dfb\u52a0\u6b65\u9aa4\u4ee5\u5904\u7406\u9000\u8d27\u3002<\/span><\/p>\n<\/div>\n<\/div>\n<div 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class=\"screen-reader-text\">Salesforce\u8ba2\u5355\u7ba1\u7406 &#8211; \u8fde\u63a5B2C\u5546\u4e1a\u548c\u670d\u52a1\u4e91<\/span><\/a><\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[85],"tags":[],"class_list":["post-2536","post","type-post","status-publish","format-standard","hentry","category-salesforce"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v21.7 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Salesforce\u8ba2\u5355\u7ba1\u7406 - \u8fde\u63a5B2C\u5546\u4e1a\u548c\u670d\u52a1\u4e91 - \u767d\u767d\u968f\u7b14<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"http:\/\/www.ponybai.com\/?p=2536\" \/>\n<meta property=\"og:locale\" content=\"zh_CN\" \/>\n<meta property=\"og:type\" content=\"article\" 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