9 Features That Make Salesforce Service Cloud The #1 Customer Service Solution
- December 19, 2022
- 8 minutes
Any company’s path to growth and success begins with a satisfied customer. We are in the 21st century where “Client is the Ruler,” and we, as a whole, figure out the significance of consumer loyalty. A solid service infrastructure is necessary for your business to ensure customer satisfaction.
Additionally, the system must be adaptable and accessible across multiple platforms from any location. Simply put, Salesforce Service Cloud is that. It is widely regarded as the digital age’s best service platform. To improve customer engagement, Salesforce Service Cloud provides all the necessary tools.
It lets you use the power of AI to drive revenue, support customer interactions across all channels, automate business processes with Intelligent Workflow, and get actionable insight into every customer interaction. This blog will discuss the top eight Salesforce Service Cloud features and how they can help your business.
What Are The Features Of Salesforce Service Cloud?
1. Automation Of Workflows
With the automation of workflows, you can automate internal business processes. You can save a lot of time using this feature. Using the Process Builder, you can build and update processes in steps. It likewise deals with demand endorsements. The only thing left to do in an approval process is to define the steps. You can add gigantic speed via computerizing undertakings like answering messages, field updates and tasks of assignments.
2. Case Management
It is essential to respond promptly to customer issues. With Case Management, your Service Executives will always have access to relevant information and Salesforce service cloud solutions. The cases are automatically routed to the appropriate service agents by the Salesforce Einstein AI. The activity timeline, emails, etc., gives you a comprehensive picture of the customer. You also receive customer activity updates and alerts.
3. Omni Channel Routing
You can make service tasks more efficient by using Omni Channel Routing. In addition, you get comprehensive analytics on the working conditions, habits, and availability of your workforce. The service agents are given tasks by the Service Cloud based on their availability and skills. Employees can respond immediately. With the help of analytics, you can find the flaws in your workplace and make the necessary adjustments.
4. Lightning Service Console
The Lightning Service Console provides your service team with the tools they need to provide the best possible customer experience. A single view of the customer’s buying history, account information, location, and other relevant data will be available to your sales team. The console dashboard is simple, adaptable, and customizable, making it easier for service executives to quickly and effectively access and use the data.
5. Telephony Integration In The Service Cloud
The calling procedure continues to play a significant role in customer service, and its popularity is skyrocketing for the better. In Service Cloud, CTI integration has a lot of good features. You only need to click once to make a call. Before answering the phone or making the call, the executive in charge of the Telecaller gathers all relevant information about the customer. Other functions, like putting the call on hold, conferencing it, or transferring it to another agent, can be done through a single portal in the Service Console.
6. Service Cloud Analytics
As previously stated, Service Cloud Analytics grants you access to the power of data. You can monitor the most recent trends, performance metrics, and KPIs. By comparing data from the past, your service team receives all the necessary information about customer behavior and personal information to help create better salesforce service cloud services more quickly. Data on your employees’ performance, backlogs, Chatbot performance, and case volume will also be available.
7. Service Cloud Communities And Self-Service Portals
You can construct self-service communities and portals that are both very efficient and useful. It has two primary advantages. First, you free up your service representatives to address the most frequently asked questions. Second, you’re letting people help themselves. Customers can interact with one another and assist one another. Einstein Analytics can also be used to integrate a chatbot and update its content based on the received customer data. Through these portals, you can grant your client access to data, articles, experts, and other resources.
SOS goes beyond conventional support channels by providing customers with engaging service experiences through two-way audio, screen sharing, live agent streaming support, and on-screen analysis in any mobile app. It’s also called the “Future of in-app mobile support.”
9. Social Customer Service
Delivering scalable social customer service is the goal of Social Customer Service. The customer service team now has the tools to start and handle cases on social media platforms like Facebook and Twitter.
Customers’ inquiries are received and addressed by the Salesforce Service Cloud consultant through various channels. Additionally, it assigns customer “Cases” to the appropriate executives in customer service. The Service Cloud makes it possible to automate service processes thanks to AI and automation.
The fact that it unifies service-related data and makes it accessible via an intuitive interface is one of its main features. The data can be shared between various business departments. As a result, you have a detailed and comprehensive picture of the customer. The fact that the data can also be accessed from a distance makes the platform even better.
How Can Businesses Benefit From The Salesforce Service Cloud?
The majority of website agents use Salesforce Service to respond to customer inquiries. It also includes customer service automation (e.g., assignment rules, escalation rules) and features like the Public Knowledge Base, Call Center, Web-to-case, and Self-Service Portal. It uses knowledge articles, which customers can easily use to answer their questions by referring to the articles. It was made so that you can respond to requests from past, present, and potential customers for help with billing, service, a product, etc. Salesforce Service Cloud gives clients access to customer support and the tools they need to improve their customer service.
Salesforce Service Cloud is a demonstrated stage for a definitive client experience. Businesses and customers can take advantage of the salesforce service cloud implementation’s wide range of options, which is extremely adaptable and customizable. The features are numerous. Salesforce is constantly intensifying its efforts to enhance the Service Cloud’s power with Salesforce Service Cloud.
GetOnCRM Solutions is a global Salesforce silver consulting partner. We offer Salesforce Service Cloud solutions that helps enterprises grow in step with evolving sales, marketing, and customer support.