Salesforce Service Cloud is a customer relationship management (CRM) platform for customer service and support. Cloud of services based on Salesforce on its Sales Cloud product, the popular CRM software for sales professionals.
Service Cloud enables users to automate service processes, streamline workflows, and discover key articles, topics, and experts to help customer service agents. The goal is to foster a one-to-one marketing relationship with each customer across multiple channels and devices.
Service Cloud can "listen" and respond to customers on various social platforms and automatically route cases to the appropriate agents. Social Customer Service is integrated with the Salesforce Customer Success platform, allowing the social team to gather a complete picture of the customer to inform responses.
Application services enable customer support to be integrated into software applications. In-app mobile support can include live agent video chat, screen sharing, and on-screen guided support. The software is also integrated with Salesforce Community Cloud, which provides more communication channels for agents and customers.
According to Salesforce, Service Cloud is the highest ranked customer service platform in the world.
Key Features and Benefits.
Salesforce lists nine key features for Service Cloud Platform:
Agent workspace : It is a comprehensive and customizable user interface (UI) for customer service agents that offers a variety of productivity tools, analytics, and customer views.
Subject management : Agents can use the Service Console to handle multiple cases simultaneously across multiple channels. Case management is available through desktop and mobile apps.
Knowledge management : Agents can create and access resources in the corporate knowledge base.
Automation of service processes : Support functions can be automated using artificial intelligence (AI).
Omnichannel routing : Cases and leads can be automatically directed to specific employees based on factors such as employee skills and availability. Supervisors can access a complete view of agent routing and activity.
Service analysis : Dashboards give employees easy access to reports and key CRM data, such as backlog analysis, chatbot performance, case history and volume, and customer productivity and activity. officers.
Computer-telephony coupling (CTI) : Service calls to and from customers can be managed with customer information.
Automate with macros: Automate routine customer service tasks.
Asset and order management: It tracks customer data, such as assets, order history, and support history.
Other Service Cloud features include:
· Custom reports
· Multi languages
· Multi-channel integration for platforms such as Facebook Messenger and text messaging;
· Can be used via a mobile application
· integration with legacy systems
· live chats with agents
· role-based permissions
· team collaboration systems
· community cloud integration
· Service Level Agreements (SLAs) with visual timelines And Service rights.