The Salesforce Service Cloud is one of the most popular and highly-rated customer service software solutions introduced by the world’s #1 CRM brand. Service Cloud integrates customer service with social networks and provides a self-service customer portal and knowledge base system.
In this blog, CloudVandana will discuss seven key features of Salesforce Service Cloud.
The secret of any successful business is creating more happy customers. Customers are considered the backbone of any business. So, to fulfill the demands of the customers, organizations should have a robust service infrastructure. So, the system needs to be flexible and accessible across various platforms. Salesforce Service Cloud is the best service platform in the digital world.
This platform can quickly receive and respond to customer queries across different channels. This platform is supported by Artificial Intelligence and automation to put service processes on automation. Let’s look at the key features of this platform.
Features Of Salesforce Service Cloud
1. Workflow Automation
Workflow automation helps to automate various business processes. The feature helps to save a lot of time. Users can build and update processes properly using the Process Builder. It also accepts request approvals. Users need to define the steps required in the approval process. Users can automate various tasks like responding to emails, field updates, and assignment of tasks.
2. Omni Channel Routing
With the help of Omni Channel routing, users can make service tasks efficient. In addition, it provides detailed analytics regarding the workforce’s working conditions, habits, and availability. The service cloud assigns tasks to the service agents depending on their skills and availability.
3. Lightning Service Console
The Lightning Service Console helps the service team to deliver the best experience to the customer. The sales team can experience a unified view of the customer’s journey in one place. The customizable dashboard allows the service executives to access and use the data efficiently.
4. Case Management
Fast and timely addressing customer issues are important. With the help of Case Management, the service executives would have all the related information and the right solutions at their disposal. The Salesforce Einstein AI automatically assigns the cases to the concerned service agents. It gives a broad picture of the customer in terms of activity timeline, emails, etc. It also provides alerts and updates for customer activity.
5. Service Cloud Analytics
Service Cloud Analytics provides the power of data to the users to track the latest trends, KPIs, and performance metrics. So the service team can receive the required information regarding customer behavior and personal details to help create better services faster.
6. Telephony Integration
The calling process is very important in customer service, so the popularity is increasing drastically for good CTI integration in Service Cloud offers many good features. Users can make a call with just a click. The Telecaller executives can get all the customer-related information before picking up the call. Other functions like transferring the call to other agents, conferencing it, putting it on hold, etc., can be done through a centralized portal within the Service Console.
7. Service Cloud Self-Service Portals And Communities
Users can build very effective and functional Self-service portals and communities. It has two benefits. It can free up the service agents from answering the most common queries. Second, it allows the customers to help themselves. Customers can interact and help each other. According to the customer data, it can integrate a chatbot and update the contents using Einstein Analytics.
There are numerous benefits of the Salesforce platform that users can experience after implementing this solution to the workflow. Are you looking for a reputed Salesforce partner for a successful implementation and maintenance process? Please feel free to schedule a consultation call with CloudVandana, a reputed Salesforce partner in India, and get the full ROI of your Salesforce investment. Call Now.
Digital Marketing Manager at Cloudvandana Solutions