Salesforce Service Cloud
Salesforce Service Cloud is a customer relationship management (CRM) and support platform from Salesforce. Salesforce built Service Cloud on top of its Sales Cloud product, which is a popular CRM tool for salespeople.
Users can utilize Service Cloud to automate service operations, streamline workflows, and access relevant articles, subjects, and experts to assist customer service representatives.
The goal is to develop personalized marketing interactions with each customer across numerous channels and devices.
Service Cloud can “listen” to and respond to consumers on several social media sites, routing cases to the proper agent automatically.
The Salesforce Customer Success Platform is connected with social client support, allowing the social team to collect a holistic picture of the customer to inform answers.
Service for Apps allows you to integrate customer service software into your apps. Live agent video chat, screen sharing, and on-screen guided assistance are all examples of in-app mobile support.
Salesforce Community Cloud is also connected with the software, giving agents and customers more ways to communicate.
According to Salesforce, Service Cloud is the best customer service platform in the world.
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Main characteristics and advantages
The Service Cloud platform has nine important features, according to Salesforce:
Agent workspace
For customer service agents, this is a complete and customized user interface (UI) that includes a variety of productivity tools, analytics, and customer views.
Case management
Agents can utilize Service Console to manage many cases across several channels at the same time. Both desktop and mobile apps are available for case management.
Knowledge management
Agents have access to the company’s knowledge base and can build and access the information there.
Service process automation
Artificial intelligence can be used to automate support operations (AI).
Omnichannel routing
Based on criteria such as employee skillset and availability, cases and leads can be automatically routed to individual employees. Supervisors have full visibility into routing and agent activities.
Service Analytics
Dashboards provide staff with quick access to reports and important CRM data, such as backlog analysis, chatbot performance, case history and volume, and agent productivity and activity.
Computer telephony integration (CTI)
With client information on hand, service calls to and from customers can be managed.
Automation with macros
Customer service tasks that are repeated can be automated.
Asset and order management:
This keeps track of customer information like assets, orders, and support history.
6 Salesforce Service Cloud Features that are Essential to Customer Service Operations
What if you could improve customer happiness, client retention, and case resolution time? Does your current system take into account the physical changes that COVID-19 has brought to your service department’s working environment?
Companies need a service operations system that is adaptable, easy to use, and accessible from anywhere at any time now more than ever. Salesforce Service Cloud is the system in question.
Salesforce Service Cloud combines data and systems from service departments into a user-friendly interface that they can access from the office or while working remotely. This is particularly crucial for enterprise-level companies with many business divisions and geographical locations.
So, what are some of the interesting features of Salesforce Service Cloud? And how may it assist you in achieving your customer satisfaction objectives?
In my work as a Salesforce analyst, I’ve discovered six critical Salesforce Service Cloud features that Livyoung Realtech clients love:
- Cloud-based service Communities and Self-Service Portals
Self-service features are always pushed to the bottom of the priority list, but I believe they should be at the top. Customers expect an answer fast, efficiently, and on their terms now more than ever.
Building self-service portals and communities that look and feel like your brand allows CSRs and service agents to focus on more difficult issues while also empowering and connecting with customers on a personal level.
You can use self-service portals and communities to:
Knowledge articles should be embedded and Access to a unified set of data.
Create a community of customer specialists who can help your CSRs and service agents by deflecting issues away from them. plus a lot more
You can allow chat or the ability to submit a case online if clients are unable to resolve their difficulties through self-help. Your support agents have a complete picture of what’s going on on the customer portal.
- Workspace for Salesforce Service Cloud Agents
Workspace for Salesforce Service Cloud Agents
Salesforce Service Cloud Agent Workspace is an omnichannel console for customer support personnel that provides a single picture of customer interactions in real-time. The console is a one-stop-shop for everything CSRs need to know, including:
- Get to know your customers on a personal level.
- Use the appropriate tools to efficiently and correctly resolve problems.
Salesforce users and administrators have access to the following resources in the Agent Workspace:
- Automated systems
- AI-assisted next-step suggestions
- Data that is linked
- A full picture of the case’s details and interactions
What matters most to your agents when it comes to a customer? Do you require different layouts for different types of customers?
Using the drag-and-drop user interface (UI) and prebuilt and/or bespoke components, creating agent workspaces to handle various scenarios is simple.
- Omni-Channel Routing is a feature that allows you to route traffic across several channels.
When it comes to customer service problems, time is of the essence. With Omni-Channel Routing, you can now push cases directly into the Agent Workspace and allocate them to the proper agent based on skills and availability. You can use Omni-Channel Routing to create automation rules that route cases to the most appropriate agent for the situation.
Your team has the greatest understanding of which agents are best able to handle particular circumstances, and you may use rules to automatically assign cases to CSRs based on criteria like caseload numbers and areas of specialty.
Furthermore, your management staff has visibility into the service center’s operations and may monitor and help agents as needed.
- Salesforce Service Cloud Lightning Flow
Remember how I started this blog with a vexing phone call? The “bumpy” CSR handoffs are avoided while using Lightning Flow for Service Cloud.
The component Actions and Recommendations is effective because it demonstrates:
- Flows of active screens
- Mobile field service flows
- Flows that start on their own
- Quick responses
Recommendations are number five.
The component collects the results of a Next Best Action strategy’s implementation. It’s similar to a checklist, but with far more power.
- Cloud Telephony Integration as a Service
The enhanced productivity CSRs enjoy from Telephony Integration with Salesforce Service Cloud is unbeatable. This is true regardless of whether a company uses Open CTI, which interfaces third-party CTI systems with Salesforce, or Lightning Dialer, which assigns numbers for outbound and inbound calls.
Lightning Dialer is an optional feature that comes with a cost, and there are factors to consider when deciding whether to switch or investigate alternatives. If you already have a telephone system, Open CTI is the way to go because it is the browser and platform-independent.
- Improved Console Productivity
Two of my favorite productivity boosters are Quick Text and Macros.
Your users can use Quick Text to enter prepared messages into emails, conversations, activities, and other places. It not only helps to streamline the message, but it also helps to standardize it.
Macros are ideal for automating operations that your agents undertake regularly.
Is there a specific order in which CRM users should complete duties while closing a case? When a case closes, CRM users can, for example, choose a template, send an email, or amend case information. CRM users can execute these tasks in one step with a single click of a button.
- Bots created by Einstein
Salesforce Einstein may be used to power your chats in some circumstances. This will free up some of your agents’ time and provide consumers with quick replies to questions like order status, flight information, and so on. Only if your chatbot is unable to assist clients will it transfer them to agents who are knowledgeable about the customer’s issue.
- Application Developer
If something is missing from all of these Service Cloud capabilities, you may use this feature to construct your own Salesforce customer service apps.
Our Service Cloud Services
Cloud-based service consulting
Livyoung Realtech will assist you in developing a bespoke digital service plan that is tailored to your specific needs.
Our Salesforce Service Cloud certified experts will offer the most efficient Service Cloud setup and provide guidance on how to integrate Service Cloud with your commerce platform.
Moving to the Service Cloud
Is your service team being held back by an out-of-date platform? Do you have a huge number of manual processes that are overwhelming your service team?
You’ll be able to boost the efficiency of your customer support team and provide individualized customer assistance by re-platforming to Salesforce Service Cloud.
We’ll create a seamless migration plan to assist you to move from your legacy service platform to Salesforce’s strong service technology, allowing you to take advantage of Salesforce Service Cloud’s many features.
Commerce and Salesforce Service Cloud Integration
Do you want to get a complete picture of customer data in one place? Do you want your customer support team to be able to place an order on behalf of your customers?
Do you want to provide consistent customer support across all channels, such as the web, email, social media, and phone?
Do you want to give real-time support through live chat or a personalized customer experience with automation and conversational bots?
Livyoung Realtech can help you link the Salesforce service platform with your business and set you up to provide excellent customer service.
Evolutive and Corrective Maintenance
With Livyoung Realtech’s evolving maintenance services, you can keep your Service Cloud running smoothly, add critical features, assure speed of access, and maintain usability.
Use Livyoung Realtech’s technical support to diagnose unforeseen faults and fix errors in your software systems right away.
As part of our usual corrective maintenance activities, we will analyze any bugs that may develop in your algorithms.
Case Handling
Route case requests to agents who are best prepared to resolve them using Salesforce Service Cloud’s Case management capability. Streamlining the service procedure will increase your productivity.
Case records are automatically created in your org when you use the Web-to-case and Email-to-case features. By receiving updates and alerts when action is required, you can focus on the most important activities.
With prewritten email templates, you may automate the letter sending process. Regardless of medium, view consumer interactions in chronological order.
Setup of a Knowledge Database
One of the finest methods to deliver excellent customer service is to use a knowledge base. Knowledge Base has it all covered, whether it’s client self-service or support employees looking for the appropriate answers.
Agents can easily give clients the relevant information and share it with a single click thanks to a knowledge base located right at the console. Integrate a Knowledge Database into your service website and empower your consumers to solve their concerns.
Contracts for Services and Entitlements
Set up Service Degree Agreements (SLAs) with entitlements that allow service reps to determine the level of service they are allowed to provide to a customer.
The agreement on the services a customer receives is contained in a service contract. In addition, entitlements provide information on which customers should receive which services based on SLAs.
Setup of the Community
By providing a single location for your clients to locate solutions, you can convey world-class benefits. By associating your reps with your distributors, affiliates, and providers, you can manage social listening, content, commitment, and work process all in one place and give superior service.
Salesforce Service Cloud community setup allows you to share information and collaborate with others. Community is similar to a discussion forum where you may share and discuss business concerns with key members of your team.
Cloud Service Console
We provide a quick Service Cloud console setup that allows your service agents to see all of the client data in one place.
Keep track of your customers’ history, no matter which channel they utilize. Customers’ questions can be answered by consulting knowledge articles.
Data Migration
It’s critical to transfer data while switching from one platform to another. Data migration allows you to seamlessly transfer data from your old platform to Salesforce.
We provide Salesforce Service Cloud data migration services to assist you in migrating your data from Desk.com to Service Cloud.
Frequently Asked Questions
- What is Salesforce Service Cloud, and how does it work?
Service Cloud is built on the Salesforce Customer Success Platform, giving you a 360-degree view of your customers and allowing you to provide smarter, faster, and more personalized service. Learn more about Salesforce Service Cloud and the services it offers.
- Which Salesforce Service Cloud edition is ideal for my company?
Salesforce Service Cloud comes in four different editions: Essentials, Professional, Enterprise, and Unlimited. Each version has its own set of features and serves a particular purpose. The edition you choose is dependent on your company’s needs, the individuals you’re targeting, and the purpose you’re serving. Our experts collaborate with you to determine the best edition for your company.
- What is the distinction between Salesforce Sales Cloud and Salesforce Service Cloud?
The key difference between Salesforce Sales Cloud and Salesforce Service Cloud is that Sales Cloud is a tool for automating sales operations, whereas Service Cloud is a platform for automating customer service processes, such as working on cases and solutions. Please see our post for a thorough comparison of Salesforce Sales Cloud and Service Cloud.
- How much do Service Cloud versions cost?
Salesforce Service Cloud is available in a variety of editions, with prices ranging from $25 to $300. Customizations come at an extra cost. Speak with one of our Salesforce Service Cloud professionals to learn more about the pricing.
- How much does Salesforce Service Cloud cost to implement?
The cost of adopting Salesforce Service Cloud is not set in stone and fluctuates depending on the demands and requirements of the company. Talk to our Salesforce Certified specialists today to learn more about the pricing plan for adopting Salesforce Service Cloud for your business and receive a custom-tailored quote for the features you wish to implement in the Salesforce Service Cloud.
- What is customer service, and how can it benefit my company?
Customer service refers to the assistance you provide to your customers before and after they purchase your products. Client service is important for building customer confidence. This aids in customer retention and business expansion.
- Is the Salesforce Service Cloud safe for my customer service data?
Salesforce uses a comprehensive technique to safeguard your data. While implementing Salesforce Service Cloud, we at Livyoung Realtech take great care to adopt best practices and solutions to ensure data integrity.
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