Salesforce Service
Cloud

Handle and resolve support cases efficiently with Case Management! From creation and assignment to resolution and closure, Case Management handles it all. It serves as a centralized platform to track, manage, and resolve multiple customer inquiries, issues, and requests.

Case Management automates the distribution of cases across your support team so that every customer gets the fastest resolution. In addition, it assists agents in prioritizing cases based on their urgency and impact on customers, ensuring the most critical issues are resolved first.

Manage customer requests & inquiries across multiple channels with Omni-channel! It serves as a unified inbox where all customer requests from different channels, including web forms, email, chat, social media, and phone, are centralized.

Omni-channel automatically routes these requests to appropriate agents or Einstein bots using pre-configured rules for case resolution. These rules are designed based on agents’ skill sets, availability, and capacity. Your customers receive the most accurate and efficient resolution, accelerating the closure of cases.

Get a unified view of customer data, cases, and related information with Service Console! It is a unified workspace to manage all customer interactions across diverse communication channels.

Service Console seamlessly integrates with Case Management, Omni-channel, and Knowledge Base to deliver exceptional customer experiences. It provides a comprehensive view of each case, highlighting case status, history, and customer/account information. The integration with Knowledge Base enables customer service agents to access relevant articles, troubleshooting, guides, and FAQs within the case record.

Find answers to frequently asked questions and solve cases by accessing knowledge articles with Knowledge Base! It is a repository of articles, FAQs, troubleshooting guides, and other resources, empowering customers and service agents to solve issues on their own.

With Knowledge Base, service agents can surface relevant knowledge articles and resources in the Help Center or Agent Console. This significantly reduces the cognitive load on the customer support agents.

Optimize your customer service operations with comprehensive insights into customer service data! Service Analytics is a powerful tool that provides insights into Service Cloud data, including historical, trending, and peer benchmarks. It becomes easy for agents to get a clear picture of every case and understand customers to provide personalized experiences.

The dashboards in Service Analytics centralize the key performance indicators (KPIs) of your Service Cloud data. As a result, managers and agents can access the right amount of information at the right time and make informed decisions.

Optimize and effortlessly manage your field service operations with Salesforce Field Service! It is a robust, highly customizable, and mobile-friendly hub for all your field service operations. With a set of multiple tools, Field Service enables you to streamline various tasks, such as scheduling appointments, dispatching technicians to the work location, tracking inventory, managing work orders, etc.

Field Service is an offline-friendly application for Android and iOS devices. Mobile workers can easily update work orders, collect customer signatures, and connect with dispatchers, right from their mobile devices.

Streamline and automate your business processes with a comprehensive suite of automation tools provided by Salesforce! Some major Salesforce automation tools include:

• Flow Builder: A point-and-click to build custom flows without writing a single line of code. Flows are useful in automating multi-step processes, involving interactions with users and data from diverse sources.
• Approval Processes:Automates the approval of records, such as expense reports, quotes, etc.

Build custom applications for your business with Salesforce App Builder! If you want additional functionality in Service Cloud, leverage App Builder to create your own Service Cloud applications. App Builder is an ecosystem of pre-built components, empowering you to build apps quickly and effortlessly.

Provide agents with phone support to help them resolve customer queries on a call! Service Cloud Voice enables the seamless integration of phone systems with Salesforce, allowing agents to manage calls directly from the Service console. In addition, it offers agents a 360-degree view of each caller.

Supervisors get access to manage agents and queues across all digital channels. Service Cloud Voice comes with groundbreaking features, such as screen pops with caller information, click-to-dial functionality, and in-call logging, which boost agent productivity.

Seamlessly manage service contracts and entitlements directly within Salesforce! Service contracts are simply customer support agreements between a company and its customers. They represent various kinds of customer support, such as service level agreements (SLAs) and subscriptions.

Service Cloud helps you gain a clear visibility of each contract and ensure your customers receive the support they need or expect. By tracking contract details, you can prioritize cases based on the entitlement levels for faster issue resolution, leading to increased customer satisfaction.

Quickly interact with your customers in real time and address simple queries with Live Agent Chat! Agents can handle multiple customer queries simultaneously, significantly reducing wait times and improving response times. Auto-greetings and quick text features enable agents to quickly start the chat with customers.