Salesforce is a popular CRM tool for support, sales, and marketing teams.
But, salesforce is more than a CRM; it is equally an essential collection of tools and services designed to serve different functions.
Salesforce services enable businesses to better connect with associates, customers, and potential customers by leveraging cloud technology.
In addition, the platform enables companies to integrate process automation into their operations and establish seamless workflows.
Businesses can also use Salesforce Clouds as a standalone solution to help a specific department increase efficiency and productivity by storing all operational data in a single location.
In this article, we would be discussing the salesforce service cloud, one of the essential Salesforce clouds.
Before we dive into that, do you know that there are fifteen (15) salesforce clouds, with only six (6) being the major ones?
Below are lists of these salesforce clouds.
Major salesforce clouds:
- Sales Cloud
- Service Cloud
- Marketing Cloud
- Commerce Cloud
- Experience Cloud
- Analytics Cloud
Other salesforce clouds include:
- Integration Cloud
- App Cloud
- IoT Cloud
- Manufacturing Cloud
- Financial Services Cloud
- Education Clou
- Nonprofit Cloud
- Health Cloud
- Vaccine Cloud
What Does a Salesforce Service Cloud Do?
Salesforce service cloud functions as a help desk and a platform for customer service and support.
Companies may use the platform to deliver tailored customer service and boost customer engagement.
In addition, the Service Cloud is an eccentric customer service platform that offers fast and more virtual personalized services via any communication channel such as phone, email, live agent, or social media platforms.
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Additionally, the salesforce service cloud is a SaaS service. It was built to provide a 360-degree engagement view to customers. It also integrates customer inquiries from all channels into a single ticketing system that is easy for your customer service team to keep track of.
Features of the Salesforce Service Cloud
1. Omni-Channel:
This feature allows businesses to offer customer support through many communication channels. Customer agents or businesses can reach their customers via the web, email, phone, mobile live agent, social media, and video chats. Omnichannel also enables organizations to intelligently route customers to the most relevant agents based on complex pre-defined requirements.
2. Live agent Chat:
The live agent chat feature is the online Service cloud tool that allows the customers to engage with service agents through the website. In addition, the feature is the Salesforce service cloud’s most popular and widely adopted feature.
3. Knowledge Base:
This is a strong and integrated solution that allows support workers to easily find the most appropriate answers to client queries faster too. They may also discover, copy, and paste responses to any consumer inquiry.
4. Einstein Bots:
Chats powered by Salesforce Einstein assist free up some of the company’s agents’ time while also providing consumers with answers to minor queries regarding a product or service. Furthermore, when the chatbot is unable to assist a consumer, it transfers them to competent agents.
5. Case Management:
The Service Cloud Case Management solution manages the whole case lifecycle, including creation, prioritizing, assignment, escalation, reassignment, and closure. Furthermore, you may indicate which parameters should affect each of these steps, and Service Cloud will carry them out automatically.
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6. CTI Integration or Call Center:
This feature allows the integration of a third-party telephony system with the Salesforce CRM via Computer-telephony integration (CTI) technology to create the industry’s best call centre. It assists support agents by offering a comprehensive picture of client interactions such as incoming call pop-up windows, automated dialling, and other phone control options.
7. Service Console:
This is the ultimate personalized work environment for each agent. The Service Console displays each case in a very convenient manner. Aside from displaying case status and history, it also displays the customer and/or account information. Furthermore, it allows agents to search for relevant knowledge articles from within the case record.
8. Service Process and Automation:
Businesses may save time by automating internal service procedures using the service process and automation. It also contains the approval of any task so that it may be handled further.
9. Account and Contact Management:
The account and contact management tool assists firms in maintaining vital data from all previous conversations with clients. Consequently, if a consumer contacts the company with a complaint, the representatives may give a good response.
10. App Builder:
If a business is still missing anything with all of this Support Cloud capability, they may use this feature to construct their own Salesforce customer service apps.
11. Field Service Solution:
Service representatives must sometimes collaborate with field employees to solve a situation. This is where Field Service comes into play. This tool improves the efficiency of your field employees by providing remote assistance, AI-powered onsite, technical support, and smartphone integration. For example, users of the Service Cloud can make appointments for field employees, manage their schedules, track component or material usage, and so on.
12. AI-powered analytics:
This feature allows customer service managers to quickly and easily assess their agents’ strengths and deficiencies; in short, it acts as a key performance indicator (KPI) for service agents. It also assists higher management in identifying areas that require coaching and development.
It can also identify potential product difficulties, customer concerns, and churn risk by studying trends within incoming service requests.
13. Cloud-based VoIP:
Most call centres rely on Voice over Internet Protocol (VoIP) technology. Furthermore, you may have access to ready-to-use VoIP infrastructure in the cloud through a relationship with Amazon Connect.
Top Service Cloud Alternatives to Salesforce Service Cloud
- Zendesk Support Suite: ZenDesk Suite is an excellent ticket management software solution. However, its configuration pages might be overwhelming. Furthermore, the backend is extremely quick, with auditing and reporting capabilities.
- Zoho Desk: Zoho Desk is a great software tool for managing tickets and customer experiences. It also provides excellent access management and performance reporting features.
- Oracle Service Cloud: Oracle service cloud delivers some of the best customer assistance available. Customization options are nearly unlimited such as reports, workspaces, client portals, and other software.
- Microsoft Dynamics 365 Customer Service: These software products are simple to use, especially for those with little or no technical background. The Microsoft Dynamics 355 enables swift transitions and innovation.
- Freshdesk: With Freshdesk, you may equally get all service cloud functionalities in one location. The software provides a single dashboard for all communications, including calls, chats, and emails. It may also tailor your Analytics report to your specific needs.