Service Cloud can offer quite a set of capabilities for your customer service. But this set is not ready-to-use. It is more like a ready kit for your future customer service abilities. And it needs to be carefully arranged, adjusted, configured and sometimes even substantially reworked to make sure your business gains the most out of it. This is why GetOnCRM is ready to help regardless of your stage in the Salesforce-related decision-making process. Here are our main Service Cloud services.
Salesforce Service Cloud
Why Salesforce Service Cloud?
GetOnCRM Solutions's Service Cloud Services
GetOnCRM Solutions’s Service Cloud Services
Service Cloud can offer quite a set of capabilities for your customer service. But this set is not ready-to-use. It is more like a ready kit for your future customer service abilities. And it needs to be carefully arranged, adjusted, configured and sometimes even substantially reworked to make sure your business gains the most out of it. This is why GetOnCRM is ready to help regardless of your stage in the Salesforce-related decision-making process. Here are our main Service Cloud services.
Service Cloud Consulting
We analyze your specific problem or requirement and propose the various most feasible ways how you can solve or match it.
You will need a consultation in cases like:
- You are unsure whether Service Cloud is your choice of a customer service solution.Here, we will analyse your specific situation as well as identify and examine your challenges. It will help us match your needs against Service Cloud possibilities. If it should be the choice, we can propose an implementation plan regarding your specific circumstances and carry out the entire project. And if it can’t, we will propose other solutions that may suit your needs.
- Your Service Cloud didn’t match up to your expectations.The solution might have been misconfigured, or some needed features might have been ignored during setup. To find the reasons for your Service Cloud’s performance issues, we can inspect your solution, find the root cause of its performance problems and provide needed optimizations.
Service Cloud Implementation
By implementing the Salesforce Service Cloud, you can get the exceptional service of the CRM experts, thereby enabling you to gain more satisfied customers.
The Service Cloud is emerging as one of the top customer support applications. Its ability to deliver instant, smart, and customer support is the prominent reason for its growing demand. Providing a deep understanding of the customers helps businesses to enhance their external as well as internal service quality. It helps in increasing the customer satisfaction level and ultimately boosts the productivity of your business.
At GetOnCRM Solutions, we have a dedicated team of Salesforce service cloud experts. With our customized services of Service Cloud implementation, we help in increasing your service quality, efficiency, and customer loyalty. We keep your costs under check and help grow the revenues of your business.
Service Cloud Implementation
By implementing the Salesforce Service Cloud, you can get the exceptional service of the CRM experts, thereby enabling you to gain more satisfied customers.
The Service Cloud is emerging as one of the top customer support applications. Its ability to deliver instant, smart, and customer support is the prominent reason for its growing demand. Providing a deep understanding of the customers helps businesses to enhance their external as well as internal service quality. It helps in increasing the customer satisfaction level and ultimately boosts the productivity of your business.
At GetOnCRM Solutions, we have a dedicated team of Salesforce service cloud experts. With our customized services of Service Cloud implementation, we help in increasing your service quality, efficiency, and customer loyalty. We keep your costs under check and help grow the revenues of your business.
Salesforce Service Cloud Migration
It’s obvious if you are already using a customer service tool, and you’d like to migrate to Service Cloud. Naturally, you need to transfer all the customer interactions data from the legacy tool into Service Cloud. And maybe even to replicate some of the features your legacy tool had. Or you may be currently using Service Cloud Classic, and you’d like to migrate to Service Cloud Lightning. Regardless of the migration type, our specialists will help you assess your needs, plan and carry out the migration. We also help you get your bearings with the new platform by organizing training for your staff.
Key Salesforce Service Cloud Features
Omni-Channel: With the feature of Omni-channel, you can provide your customer support through numerous communication channels. Starting from phone, email, and live agent chats through the web to the video chats, community sites, and social media channels like Facebook, Twitter, Instagram, and more, you can cover all the channels. Service Clod helps in bringing cases from the different channels and delegating them to the right agents on the basis of the pre-set conditions.
Case Management: Starting from the creation, prioritization, and assignment to the escalation, reassignment, and closure, the case management feature of Service Cloud encompasses everything. Service Cloud also enables you to specify the parameters for individual stages, and it will automatically perform the tasks. Analyzing the appropriate information, Service Cloud initiates the desired mechanism.
Service Console: Service Console makes it easier for the agents to get insights about every case conveniently. It shows the history as well as the current state of the cases. Apart from that, agents can avail information about customers and accounts, thereby making it easier to find the required knowledge in the case data.
Knowledge Base: Service Cloud helps in the creation of a comprehensive knowledge base that proves to be very helpful for the agents. It not only helps the agents to find all their answers but also assists in solving the cases faster. Moreover, the assessment of the usefulness of each knowledge article makes the knowledge base more helpful for the agents.
Process and Routine Automation: With Service Cloud, you can easily automate the processes through the use of workflows, macros, email templates, approvals, and more. For example, a customer is highly dissatisfied with support and service agent Alex states that a certain customer incentive is needed. According to a workflow, Salesforce sends an Incentive approval request to Alex’s manager Peter. When she grants the approval, Alex offers this incentive to the customer by choosing and sending an appropriate email template. Another day in customer support: Alex sees that 8 similar cases came into the system. He runs a bulk macro to answer to all of them simultaneously, which resolves the cases. Then, he runs another macro to close the cases automatically. These types of automation save agents’ and managers’ time substantially.
Service Analytics: Powered by Salesforce Einstein, the Service Analytics is easily available to the service managers as well as the agents. It offers valuable insights into the performance of the agents and the department. Viewing the reports of varying complexity becomes easier with Service Analytics. It can be a report on a first contact resolution rate. Or on the number of case reassignments per each case type depicting an average customer satisfaction (CSAT) rate for each case type as well as the agents who systematically reassign cases more than a certain number of times a week. Besides reporting, Service Analytics can give recommendations as to what an agent should do, say, to improve CSAT.
Field Service: Sometimes, to solve a case, service agents need to cooperate with field workers. This is what Field Service allows doing. Service Cloud users can order field workers’ appointments, manage their schedules, track part or material consumption, and so on.
Self-Service Communities: Service Cloud provides the possibility to create self-service communities. Using them, customers can access your knowledge base and find solutions by themselves. And to make the community experience even friendlier, you can add a chat to it for customers to conveniently ask agents for help, if they find none on their own.
Einstein Bots: In some cases, your chats can be powered by Salesforce Einstein. This will free up some of your agents’ time and provide customers with answers to trivial questions about, say, an order status, flight details, etc. And only if your chat bot can’t help, it will transfer customers to the agents competent in the area of the customer’s problem.
App Builder: If you still lack something in all this Service Cloud functionality, you can order your own Salesforce customer service apps to be created using this feature.
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.
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.
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. For example, a customer is highly dissatisfied with support and service agent Alex states that a certain customer incentive is needed. According to a workflow, Salesforce sends an Incentive approval request to Alex’s manager Peter. When she grants the approval, Alex offers this incentive to the customer by choosing and sending an appropriate email template. Another day in customer support: Alex sees that 8 similar cases came into the system. He runs a bulk macro to answer to all of them simultaneously, which resolves the cases. Then, he runs another macro to close the cases automatically. These types of automation save agents’ and managers’ time substantially.
Process and Routine Automation. Service Cloud offers process automation using workflows, approvals, macros, email templates, etc. For example, a customer is highly dissatisfied with support and service agent Alex states that a certain customer incentive is needed. According to a workflow, Salesforce sends an Incentive approval request to Alex’s manager Peter. When she grants the approval, Alex offers this incentive to the customer by choosing and sending an appropriate email template. Another day in customer support: Alex sees that 8 similar cases came into the system. He runs a bulk macro to answer to all of them simultaneously, which resolves the cases. Then, he runs another macro to close the cases automatically. These types of automation save agents’ and managers’ time substantially.
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 the reports of different complexity. It can be a report on a first contact resolution rate. Or on the number of case reassignments per each case type depicting an average customer satisfaction (CSAT) rate for each case type as well as the agents who systematically reassign cases more than a certain number of times a week. Besides reporting, Service Analytics can give recommendations as to what an agent should do, say, to improve CSAT.
Field Service. Sometimes, to solve a case, service agents need to cooperate with field workers. This is what Field Service allows doing. Service Cloud users can order field workers’ appointments, manage their schedules, track part or material consumption, and so on.
Field Service. Sometimes, to solve a case, service agents need to cooperate with field workers. This is what Field Service allows doing. Service Cloud users can order field workers’ appointments, manage their schedules, track part or material consumption, and so on.
Self-Service Communities. Service Cloud provides the possibility to create self-service communities. Using them, customers can access your knowledge base and find solutions by themselves. And to make the community experience even friendlier, you can add a chat to it for customers to conveniently ask agents for help, if they find none on their own.
Einstein Bots. In some cases, your chats can be powered by Salesforce Einstein. This will free up some of your agents’ time and provide customers with answers to trivial questions about, say, an order status, flight details, etc. And only if your chat bot can’t help, it will transfer customers to the agents competent in the area of the customer’s problem.
Einstein Bots. In some cases, your chats can be powered by Salesforce Einstein. This will free up some of your agents’ time and provide customers with answers to trivial questions about, say, an order status, flight details, etc. And only if your chat bot can’t help, it will transfer customers to the agents competent in the area of the customer’s problem.
App Builder. If you still lack something in all this Service Cloud functionality, you can order your own Salesforce customer service apps to be created using this feature.
Hire Salesforce Service Cloud Developers
Deciding to adapt to Service Cloud is easy. The challenges crop up when your team gets stuck during the implementation phase. For those who do not have in-house expertise or bandwidth, transformation or implementation becomes a big challenge. Experts at GetOnCRM can step in wherever you are stuck, to provide consultation, and solutions and guide your decision-making process to enrich your customer experience. Once you sign up with us, we take care of end-to-end implementation so you can focus on scaling your business. Hire our Salesforce Service Cloud consulting experts today!
Salesforce Service Cloud FAQs
1. What Kinds Of Dashboards And Reports Are Accessible In The Service Cloud?
With Salesforce service cloud’s customizable dashboards and reports, you can keep an eye on key performance indicators and service metrics, such as the average handle time or customer satisfaction score.
Customizable reports let you dig down for precise data on the performance of your customer engagement center, call center, or help desk. At the same time, dashboards provide high-level visibility at a glance. It’s easy to make your dashboards and reports; There is no need to wait for overloaded IT resources.
2. How Can Salesforce Service Cloud Solutions Maximize Your Return On Investment?
- Manage The Sales Pipeline Effectively
Salesforce service cloud enables managers to see the big picture and determine where their team needs to focus their efforts, resulting in an effective sales pipeline.
- Increases Customer Satisfaction
Offering each customer a one-of-a-kind and individualized experience increases customer engagement. This ensures that your customers always have a good time and are interested in your brand, ultimately making them more likely to buy from you again and again.
- Increases Productivity And Efficiency
Salesforce service cloud automates numerous processes and tasks, making it easier and faster for users to complete work and increasing productivity. It also gives users features and tools that help them work more effectively and efficiently.
- Increases Brand Trust
The Salesforce service cloud can enhance brand credibility by providing a centralized platform for managing customer interactions and data. Marketers can also benefit from Salesforce’s data management and analysis capabilities to learn what is working and what isn’t, allowing them to adjust their strategies accordingly.
3. How Do I Connect Service Cloud to Other Systems And Products?
With Service Cloud’s integration with back-office applications, you can customize your service procedures to meet your business’s and your customers’ requirements. A platform that provides enterprise security, dependability, and scale enables innovation.
Additionally, Service Cloud is compatible with all the most widely used phone systems, making computer telephony integration (CTI) a breeze.
4. What Support Is Available To Assist Me In Setting Up Service Cloud?
Together with our market-leading cloud solutions, our team of certified experts and innovative offerings accelerate the business value that our customers can realize. To get the most out of your implementation, we build and expand our platform using the knowledge gained from working with Service Cloud customers from various sectors.
Additionally, you can further customize and enhance the capabilities of Salesforce and Service Cloud by utilizing GetOnCRM solutions, the world’s largest marketplace for business applications.
5. What Are The Tips To Get The Best Out Of Salesforce Service Cloud?
- Utilize integrations to obtain all your consumer data in one place.
- Take benefit of consumer personalization and data.
- Identify the causes of why consumers are leaving.
- Utilize Social Media to contact your customers.
- Incorporate Salesforce with your Client Service Platform.
- Track Client Interaction.
- Re-Engage and Identify your Static Subscribers.
- Deploy more suitable Analytics for adequate services.
- Give it a 100-day rest.
Ready to unlock the full benefits of Service Cloud?