Why Salesforce Service Cloud?

Salesforce.com’s Service Cloud empowers your organization to deliver best-class customer service – from the help desk to social media channels – with drastically cutting costs. But to get the most from the Service Cloud, you need a consulting partner to help you tailor it to the specific needs of your business.

GetOnCRM`s Salesforce Service Cloud solutions is used to make your customer support conversations smarter on any channel, anytime, and anywhere. It also helped numerous customers across the globe to implement, customize, and integrate Salesforce’s Service Cloud to streamline and enhance their customer experience.

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.

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

The CRM experts at GetOnCRM Solutions will help you deliver exceptional service to your customers with Salesforce Service Cloud implementation, making all your customers happier than ever.

Built to help businesses deliver smarter, instant and more personalized support, the innovative Service Cloud is the world’s number one customer support application. It gives businesses a deeper understanding of customers, improves internal and external service capabilities, boosts productivity and ensures high-level customer satisfaction.

With an enthusiastic team of Salesforce experts, we at GetOnCRM have turnaround several successful Salesforce Service Cloud solutions to our global clientele. Our customized Service Cloud implementation services will ensure that your efficiency, revenues, profits, service quality and customer loyalty increases, while keeping the costs under check.

Service Cloud Implementation

The CRM experts at GetOnCRM Solutions will help you deliver exceptional service to your customers with Salesforce Service Cloud implementation, making all your customers happier than ever.

Built to help businesses deliver smarter, instant and more personalized support, the innovative Service Cloud is the world’s number one customer support application. It gives businesses a deeper understanding of customers, improves internal and external service capabilities, boosts productivity and ensures high-level customer satisfaction.

With an enthusiastic team of Salesforce experts, we at GetOnCRM have turnaround several successful Salesforce Service Cloud solutions to our global clientele. Our customized Service Cloud implementation services will ensure that your efficiency, revenues, profits, service quality and customer loyalty increases, while keeping the costs under check.

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

Look through the list of Service Cloud key features to get a better understanding of its rich functionality.

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. 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.

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 Service Cloud is easy. The challenges crop up when your team gets stuck during the implementation phase. For those who do not have inhouse expertise or bandwidth, transformation or implementation becomes a big challenge. Experts at GetOnCRM can step in wherever you are stuck, to provide consultation, solution 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 Service Cloud experts today!

Ready to unlock the full benefits of Service Cloud?