Service Cloud Lightning is the most complete customer service platform, including Lightning Service Console, case management, omni – channel routing, macros, and a lot more. Check more details here
Salesforce Service Cloud and Customer Service
Service Cloud is the customer service application in Salesforce Customer 360. It provides you with a 360-degree view of your customers and enables you to deliver smarter, faster, and more personalized services.
Average improvements based on a Salesforce survey
+ %30
+ %30
Agent productivity
+ %25
+ %25
Decrease in support costs
+ %38
+ %38
Increase in customer satisfaction
+%34
+%34
Faster case resolution
+ %27
+ %27
Customer retention
Salesforce Service Cloud Features
1. Agent Workspace:
Salesforce Service Cloud Agent Workspace is an omni- channel console for customer support representatives. It is used for equipping the service team with quick and simple access to all of the things that are necessary for their fruitful work using the agent console
2. Case Management
It is perhaps the most important feature of Service Cloud. It helps in organizing the work of a customer support department within a case system.
3. Knowledge Management
It is needed for resolving issues faster. There might be some repetitive issues, so the solutions for these issues are jotted down as Q/A to be reused. The answer can be used by the agents of course but can also be used by customers in a self-service format.
4. Service Process Automation
Here, Support functions can be automated with artificial intelligence.
5. Omni-Channel Routing
It is used for automatically assigning cases, lea,ds and tasks to the best available agent based on their skills or workload to close the cases effectively.
6. Service Analytics
It displays data regarding an employee’s performance, the volume of cases to predict customer trends, etc. right on the dashboard.
7. Computer telephony integration (CTI)
It is a computer telephony plugin that allows adding calls into Salesforce without the need of external tools.
8. Live Web-Chats
It helps connect customers to support agents so they can get the help that they need, where and how they want it.
Benefits of Using Service Cloud for Customer Service
Provide Excellent Customer Service from the Get-Go
Salesforce Service Cloud is the industry standard for integrated, powerful software that enables customer service departments to run as efficiently as possible. The advantages to its straight-out-of-the-box usability center around your team being able to immediately work more effectively.
Reduce Your Customer Service Team’s Workload (and Stress)
Building stronger relationships and uniting the people behind your mission is a key task for any organization working for change. A CRM brings together important information. This makes it easier for your staff to do their best work, preserves your information for the future, and streamlines the work you do with donors and clients.
Keep an Eye on the Big Picture
It is crucial to have a good, well-rounded overview of your customer service department’s activities. Answer questions about average response times, customer satisfaction scores, and more with data-driven metrics. With these reports you have clear direction and quantitative ways to improve.
Keep Customers Happy When You’re In the Field
Customer service has moved beyond an agent sitting at a computer. Today, you can help your customers from anywhere—and sometimes you don’t even need an internet connection to do it.
Personalize Your Customer Experience
The overarching view of your customer service department’s productivity is a compilation of all the interactions your reps have with customers. Each customer expects to be treated like an individual, and the only way to ensure that happens is with the ability to keep detailed records of every interaction in one centralized location. A powerful customer service platform will do that for you.
Work from Anywhere Thanks to Cloud Computing and Apps
When you work from the cloud, you can log in from anywhere at any time. And the added accessibility of working directly from your smartphone with the same powerful software means no customer service request is too intense, even when you’re away from your desk.
Share Information Between Users and Departments Seamlessly
A cloud-based customer service platform means no matter where you are or the time of day, customers can turn to you for help. When that platform integrates with your other software, including your CRM and marketing technology, your company’s ability to communicate internally and externally improves.
Empower Your Customers
Customers have the opportunity to come together, learn, discuss, and help each other with the service cloud. It allows your team to focus on serving people who need their help the most. You can also employ surveys to hear straight from customers what your team is doing well, as well as what they can improve.
Service Cloud Quick Solutions
Our Service Cloud Quick Solutions are customized to meet the needs of our clients; below are some guidelines regarding price and duration.
AMBER
From 3300 USD
3-4 Weeks implementation
SAPPHIRE
From 5250 USD
4-6 Weeks implementation
- Additional to AMBER
- Service Console Setup
- Case Escalation and SLA Setup
- Assets and Service Control Setup
- Custom Objects with Record Types (as needed)
- Validation Rules
- Custom Object Relationships and Roll-up Fields
- Marketing Campaigns and List Email Setup
- Case Process Automation with Flows(Up to 3)
- Reports and Dashboards (15 Reports Total)
- Entitlement and Service Contracts
- Milestones Setup
DIAMOND
Contact Us
6+ Week implementation
- Security Setup (All Levels)
- Knowledge Setup
- Service Cloud Channels
- Omni Channel Routing
- Chat and SMS Integration
- Einstein Bots
- Einstein Classification Apps
- Einstein Article Recommendations
- Einstein Reply Recommendations
- Campaign Email Tracking
- Business Process Automation with Flows for Complex Scenarios
- Data & Integration
*Data loading from other systems, such as spreadsheets, is a separate quote.
Frequently Asked Questions (FAQs)
1. What is the main purpose of Service Cloud?
With Service Cloud, you can automate service processes, streamline workflows, and surface key articles, topics, and experts to transform the agent experience. Connecting one-to-one with every customer, across multiple channels, and on any device, was never easier.
2. How can Service Cloud help my business?
When your customers have questions, your customer service team needs to be equipped to answer them quickly and easily. When your customer service is frictionless, customers are more likely to return to your product or service. Service Cloud gives agents the tools to deliver an outstanding customer experience, enabling them to work faster and more productively, which improves customer satisfaction and reduces costs. And with Service Cloud and Customer Communities, you can create a self-service community that allows customers to tap into the best information about your product, connect with peers, or contact a support agent when needed.
3. Which other companies use Service Cloud?
The list includes 3M, PayPal, GE Appliances and OneUnited Bank. The Salesforce parent brand boasts a larger array of blue-chip clients ― Coca-Cola, SONOS, Ford, L’Oréal and T-Mobile.
4. How are other companies using Service Cloud to power their business?
Companies of all sizes, across all industries, are using Service Cloud to transform customer service. With Service Cloud, companies have been able to deliver faster, smarter, and more personalized service to their increasingly connected customers across multiple channels. Companies are empowering their agents with the tools they need to increase customer engagement and are seeing significant improvements in customer satisfaction as a result. Visit our Customer Stories page to see how companies are reimagining customer service with Service Cloud.
5. Will my customer service data be secure and private on a cloud platform?
Success is built on trust, and trust is at the core of everything we do. We go the distance to ensure that our customers’ data is safe and secure. We use a multilayered approach to protect your information, constantly monitoring and improving our application, systems, and processes to protect the integrity and availability of the information that is vital to your business operations and our shared success.
6. What reports and dashboards are available in Service Cloud?
With Salesforce’s customizable reports and dashboards, you can monitor your service metrics and track key performance indicators that are important to your business, whether it’s the customer satisfaction score or average handle time. Dashboards provide high-level visibility at a glance, and customizable reports let you drill down for detailed information on the performance of your customer engagement center, call center, or help desk. Creating your own reports and dashboards is a snap; there’s no need to wait for overloaded IT resources.
7. Which edition of Service Cloud is right for my business?
Absolutely. With Desk Connect, all the data you store in Desk.com is instantly synced with Salesforce. That means that when it’s time to make the move, the data migration piece is already taken care of. Your case, customer, and account information can live in both systems, synced instantly on both ends.
8. What additional add-on features are available?
Service Cloud can be directly integrated into your business’ apps and websites with the introduction of Snap-ins. Snap-ins give your business the power to utilize our SDKs to create faster, smarter, personalized, and connected customer experiences. Snap-ins allow for integrated Knowledge, Case Management, Chat, and SOS. With Snap-ins, your business can leverage all the functionality of Service Cloud Lightning right on your app or website.
9.Where do I find a list of partners for my Service Cloud implementation?
In addition to the Salesforce Success Services team, Salesforce collaborates with a network of partners to help you configure Service Cloud to meet your unique industry, call center, help desk, and overall business needs. Explore our partners and learn more about their specialized capabilities for your Service Cloud implementation via Salesforce AppExchange or by contacting a Salesforce representative.
10. Which platforms does Salesforce Service Cloud dovetail with?
The list is extensive, from email and Google Apps to other Salesforce applications like Slack. You can handle omnichannel inputs from short message service, chatbot, phone and messaging platforms, with every interaction from a particular customer displayed chronologically in the agent’s dashboard.
11. How do I integrate my other products and systems with Service Cloud?
Service Cloud integrates with back-office applications, allowing you to extend your service processes to meet your business needs and customer expectations. You can innovate on a platform that delivers enterprise security, reliability, and scale. And Service Cloud integrates with all the popular phone systems, so your CTI (computer telephony integration) is a snap.
12. What support is available to help me get Service Cloud up and running?
We have a team of certified experts and innovative offers that, when combined with our market-leading cloud solutions, accelerate the business value our customers are able to realize. We leverage our experiences working with Service Cloud customers across multiple industries, building and extending our platform to help you get the most out of your implementation. And with AppExchange — the world’s largest marketplace of business applications — you can further customize and extend the power of Service Cloud and Salesforce.
13. How can I connect with other Salesforce experts?
Join the Service Cloud group in the very active Salesforce Success Community.
14. How does Service Cloud integrate with other parts of the Salesforce platform?
Service Cloud allows you to deliver service to every customer, anytime, anywhere. It is a part of Salesforce’s Customer Success Platform, an ecosystem of connected mobile and social tools powered by the cloud. Service Cloud draws powerful insights about your customers and streamlines not only customer service but also your sales and marketing efforts. Our tools encourage you to build strong customer relationships across sales, service, marketing, communities, analytics, apps, and even IoT.
15. Can I add all the Sales Cloud features to an existing Sales Cloud License?
No. The only feature that can be added is Knowledge. To get all the features of Sales Cloud Service Cloud, a Service Cloud License is required.