Salesforce Service Cloud is customer service software that helps to make customer support quick and efficient.
Cases are the primary tools that service agents will use to interact with your customers. Consequently, ensuring that they have been appropriately configured will provide a solid foundation on which to build your implementation. Additionally, cases and case management practices directly influence customer satisfaction.
In order to best serve your clientele, a standard of service is often utilized to ensure adequate attention is provided to each case that is created. Service-level agreements allow you to define a commitment of service you have made to your customer, implicitly or explicitly. Through service contracts, entitlements, milestones, and assets, you will find a comprehensive approach to managing SLAs.
Once a service process and case layout have been defined, you may become aware of repetitive tasks or opportunities for automation that your service agents would love to implement when it comes to interacting with cases. Service Cloud contains a multitude of time-saving tools to address these issues. Here are a few of the most helpful ones
Key Salesforce Service Cloud Features
Omni-Channel
With this feature, your customer support will conquer as many communication channels as you want. It can be web, email, phone, web or mobile Live Agent chats, social media (Facebook, Instagram, Twitter, Google+, and Sino Weibo), community sites, and even video chats. And besides bringing cases from all these channels into your Service Cloud, Omni-Channel intelligently routes them to appropriate agents based on complex pre-set conditions.
Case Management
Service Cloud Case Management covers the whole case lifecycle: creation, prioritization, assignment, escalation, reassignment, and closure. Moreover, you can specify parameters that should influence each of these stages, and Service Cloud will perform them automatically. For example, you want case priority and type to determine what agent gets assigned to the case, so Service Cloud analyzes this info and triggers the appropriate assignment mechanism.
Service Console
This is the ultimate personal work space for every agent. Service Console provides a very convenient view of each case. Apart from showing case state and history, it depicts customer and/or account information and enables agents to look for needed knowledge articles right in the case record.
Knowledge Base
To empower your service agents to find needed answers and deal with cases faster, Service Cloud enables creating a comprehensive knowledge base for agents. And the ability to assess how useful each knowledge article is can make the base even more helpful provided that you improve the less useful articles accordingly.
Process and Routine Automation
Service Cloud offers process automation using workflows, approvals, macros, email templates, etc.
Service Analytics
Being available to both service agents and service managers, Service Analytics powered by Salesforce Einstein provides insights into department and agent performance. You can see reports of different complexity.
