Service Cloud

Stay
up to date
with
Service Cloud

• Service Cloud gives you a full 360-degree overview of each customer’s service, sales, and marketing data. This keeps everyone updated, even about outdated information. 
• It’s a scaled platform that provides your customers a consistent and convenient experience across every channel.
• Customise any service process with low-code tools like Lightning and Process Builder, or connect thousands of pre-built service apps from the Salesforce AppExchange and receive the latest tools and innovations 3 times a year. 
• Service Cloud is built on the trusted and secure Salesforce Platform and helps you keep your agents and customers satisfied.

Work more
productively
and efficiently
with Service Cloud

• Salesforce Service Cloud offers a user-friendly, uniform overview of every customer interaction, combined with powerful productivity tools. 
• Advanced case management features help your employees to resolve cases faster. Every customer contact is recorded, and all case information is easy to view in the straightforward dashboard. 
• Thanks to Einstein’s AI-driven route recommendations, each case is automatically assigned to the employee who is best suited to deal with the case.

Higher
employee
productivity

•  
• For even higher employee productivity, you’ll find recommended articles within the Salesforce Knowledge Base, and your search for them is highly optimised.
• In addition, agents can contribute to the knowledge base by ensuring that the best answers are always available to the whole team.
• You can easily extend this knowledge base to your service website – whether it is a secure customer or partner portal, part of your public website, or a public customer community.
• Easily streamline customer service delivery by using visual point-and-click tools to design and implement automated processes.
• The interface allows you to orchestrate workflows, create and update records, record calls, send emails, integrate with third-party systems, and more. Of course, you can also adapt Service Cloud to your customer support and business processes.
•  

Offer
self-service,
but on your terms

• Think of a fully responsive, self-service portal in your house style, where customers find answers to common questions and requests. 
• Extend Salesforce to your portal to integrate directly with your business processes so customers can effortlessly connect to what they need.

Create
a smarter
and more
personalised
customer
experience

• Does the self-service portal not provide a helpful answer? In that case, customers can get in touch directly through the channel of their choice. 
• With Messaging, you can communicate with customers via mobile messages, such as text, Facebook Messenger, or WeChat. 
• With Chat, you offer personalised support via your website. 
• Thanks to AI, you can easily resolve routine requests with a chatbot. More complicated questions and problems are automatically sent to your employees.
• As social media is becoming an important channel for support and service requests, it’s important to track your social networks in real time. Social Customer Service allows you to seamlessly create, manage, and track cases directly from your Twitter, Facebook, and Instagram feeds. By combining the power of Service Cloud with Salesforce Social Studio, social customer service requests will be sent directly to your team.