Salesforce
Service Cloud
Drive efficiency and maximize ROI from the contact centre to the field with Service Cloud
Increase Customer Loyalty with Service Cloud
Salesforce Service Cloud is built on the Salesforce Customer Success Platform, giving you a 360-degree view of your customers and enabling you to deliver smarter, faster, and more personalized service. In addition to being a pioneer in cloud-based sales force automation, Salesforce is the recognized leader for CRM customer engagement.
With Service Cloud, you can automate service processes, streamline workflows, and surface key articles, topics, and experts to transform the agent experience. Connecting one-to-one with every customer, across multiple channels and on any device, was never easier
When your customers have questions, your customer service team needs to be equipped to answer them quickly and easily. When your customer service is frictionless, customers are more likely to return to your product or service.
Service Cloud gives agents the tools to deliver an outstanding customer experience, enabling them to work faster and more productively, which improves customer satisfaction and reduces costs. And with Service Cloud and Customer Communities, you can create a self-service community that allows customers to tap into the best information about your product, connect with peers, or contact a support agent when needed.
Salesforce Service Cloud Functionalities
Case Management
This is the core of Service Cloud, allowing you to track and manage customer issues or cases from start to finish. It provides a centralized view of all customer interactions and information, enabling agents to resolve issues efficiently.
Automation and Workflow
This allows you to automate repetitive tasks and streamline service processes.It uses workflows, approval processes, and process builder to automate actions based on predefined rules and triggers.
Social Customer Service
This allows you to monitor and respond to customer interactions on social media platforms. It enables you to engage with customers, resolve issues, and build brand loyalty through social channels.
Service Cloud Voice
This integrates telephony directly into Service Cloud, allowing agents to handle calls directly within the console. It provides features like call recording, transcription, and screen pops, improving agent efficiency and customer experience.
Computer-Telephone Integration
This integrates your phone system with Service Cloud, allowing agents to make and receive calls directly from the console. It provides features like screen pops and call logging, improving agent efficiency and customer experience.
Lightning Service Console
This is the agent’s workspace, providing a unified view of all relevant information and tools needed to resolve cases. It allows agents to work more efficiently by providing a single interface for managing multiple interactions and tasks.
Omni-Channel Routing
This feature intelligently routes cases to the most appropriate agent based on their skills, availability, and workload. It ensures that customers are connected with the right agent quickly, regardless of the channel they use to contact support.
Service Analytics
This provides insights into service performance, allowing you to track key metrics and identify areas for improvement. It helps you understand customer satisfaction, agent productivity, and case resolution times.
Asset and Order Management
This allows you to track and manage customer assets and orders. It provides a centralized view of customer purchase history, warranties, and service agreements, enabling agents to provide more personalized and efficient support.
Reports and Dashboards
This provides tools to create reports and dashboards that visualize service data. It helps you track key metrics, identify trends, and gain insights into service performance.
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