What is Salesforce Service Cloud?

Salesforce Service Cloud is software that is used for customer service needs. It aids in making customer support more efficient and additionally makes the process faster as well.

The functionality of the software is incredibly rich and there are multiple elements that make this software what it is today.

1.Omni-Channel

In a digital environment, there are endless methods of communication. Hence, this feature will conquer. Whether it is by web, email, phone, social media, live chats, you name it and your service cloud will be routed to the appropriate agent.

2. Case Management

The case lifecycle starts with creation and ends with closure. This and all the steps in between are covered. Even if you require specific parameters.

3. Service Console

The agent will get a more personalized experience that is also very convenient for them depending on the case. From displaying history to all the necessary knowledge.

4. Knowledge Base

Agents will be able to deal with cases at a much faster pace with answers they need at their fingertips. You can create a knowledge base on the software itself which will be very useful.

5. Process and Routine Animation

Service Cloud offers process automation using workflows, approvals, macros, email templates, etc.

6. Service Analytics

For service agents and managers, this data will be available for both parties to use. This will allow for valuable insights between each department and agent performance. These reports can vary in terms of their complexity.

7. Field Service

This allows for agents to work with one another when it is necessary to do so. They can order field workers’ appointments, manage schedules, and do other tasks. This feature enhances cooperation.

8. Self-Service Communities

This feature will help customers to access your knowledge base and find solutions on their own. Alongside this, there is a chat for your customers to use and get help from the agent if they need it.

Conclusion

Salesforce Service Cloud is a great software tool that has all the features you are probably looking for and more. You can even integrate this tool with marketing or sales clouds to increase efficiency further.

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