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	<title>Kao Consulting Inc. &#187; Service and Support</title>
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	<description>Salesforce.com and CRM tips for small businesses and non-profits</description>
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		<title>Salesforce Service Cloud For Dummies</title>
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		<pubDate>Tue, 02 Mar 2010 06:44:51 +0000</pubDate>
		<dc:creator>lkao</dc:creator>
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		<description><![CDATA[I&#8217;ve co-authored the latest mini-book for Salesforce.com describing their customer service and support features, &#8220;Salesforce.com&#8217;s Service Cloud For Dummies&#8221;. A free download of Service Cloud For Dummies is available if you provide your email to Salesforce.
In this edition, we cover a general overview of the basic Salesforce support offerings, and then all the extras that [...]]]></description>
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		<title>Salesforce.com Knowledge Base &#8211; Using Solutions</title>
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		<pubDate>Fri, 31 Aug 2007 06:56:46 +0000</pubDate>
		<dc:creator>lkao</dc:creator>
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		<description><![CDATA[An administrator for a non-profit posed a question recently about implementing Salesforce Service &#38; Support&#8217;s Knowledge Base feature. This is a critical part of the CRM lifecycle, and some upfront investment in thinking about what solutions to create can dramatically reduce repetitive support inquiries later on.  I figured I&#8217;d give you some process tips if [...]]]></description>
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