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What is Salesforce Service Cloud®?

Service Cloud is all about keeping your customers happy by delivering exceptional customer service. Service Cloud gives you a platform to empower clients through self service portals, your service team the full picture of your customers, connect sales & service teams and provide management with overviews to ensure high levels of service delivery.

What Can You Do With Service Cloud?

You can enhance customer satisfaction by offering a self-service portal where they can access frequently asked questions (FAQs) and knowledge articles.

In situations where additional assistance is required, your service team can promptly and effectively respond by leveraging a comprehensive understanding of customer needs through their service console.

By integrating Service Cloud with various communication channels, you can establish connections and configure reports and dashboards to gain valuable insights into contact center performance.

Additionally, the inclusion of AI tools enables proactive service delivery, further enhancing the customer experience.

When Service Cloud is interconnected with other Salesforce Clouds, such as Sales Cloud®, Marketing Cloud®, or Experience Cloud®, it streamlines business processes and uncovers opportunities for the Sales team to drive revenue generation.

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Service Cloud Features

Service Cloud

Customer Service

We customize your customer self-service portal to align with the unique branding and aesthetics of your business. In addition, we offer various customization options to personalize your customer interactions, including:

  1. Case Management: We provide comprehensive case management features, allowing you to efficiently track and handle customer inquiries and requests.

  2. Macro Configuration and Management: Our system enables you to create and manage macros, streamlining repetitive tasks and empowering your agents to handle customer conversations more effectively.

  3. Service Process Automation: We offer automation capabilities to streamline your service processes, minimizing manual intervention and optimizing efficiency in resolving customer issues.

  4. Knowledge Management: Our platform includes robust knowledge management tools, enabling you to create, organize, and share relevant information with your customers. This helps in empowering them with self-help resources and reducing the need for repetitive inquiries.

These customizations provide you with the flexibility to tailor your customer interactions and enhance the overall experience.

Omni Channel Communication

Our team is dedicated to ensuring seamless connectivity across various communication channels, allowing you to effectively engage with your customers based on their specific preferences:

  1. Messaging: We offer support for live messaging, SMS, as well as popular messaging platforms like WeChat and WhatsApp.

  2. Email Engines: Our email engines provide reliable and efficient email communication capabilities.

  3. Embedded Services: Enhance your customer interactions with our embedded services, including live agent support (Snap Ins), chatbots for automated assistance, and video chat for more personalized interactions.

  4. Social Networks: Connect with your audience on major social media platforms such as Twitter, Instagram, Facebook, and YouTube.

  5. Telephony (CTI) and Call Centre: We can assist you with the implementation and configuration of telephony services, ensuring smooth integration with your call center operations.

  6. Community Platforms: Foster a sense of community and facilitate customer engagement through dedicated community platforms.

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Field Service Lightning

We will set up and integrate your Field Service Lightning solution to streamline communication and coordination among your agents, dispatchers, and mobile workers. This will be achieved through the following components:

  1. Core Field Service Lightning: We will configure and optimize the core features of Field Service Lightning to meet your specific requirements and ensure smooth operations.

  2. Field Service Lightning managed package: Our team will install and configure the Field Service Lightning managed package, which offers additional functionalities and enhancements to improve your field service processes.

  3. Field Service Lightning mobile app: We will set up and customize the Field Service Lightning mobile app, allowing your mobile workers to access important information, update job statuses, and communicate effectively while on the field.

  4. Dispatcher Console: Our experts will configure the dispatcher console, providing your dispatchers with a centralized platform to manage and assign tasks efficiently, monitor real-time job statuses, and make informed decisions.

  5. Geocoding Configuration: We will establish geocoding configuration to enable accurate location mapping and routing for optimized field service operations. This will enhance the efficiency of your mobile workers and improve response times.

By leveraging these components and our expertise, we will seamlessly connect your Field Service Lightning solution, empowering your team with a comprehensive and efficient field service management system.

Einstein for Service Cloud

Our team of developers enhances your Salesforce Platform by integrating AI components into your fundamental systems, enabling you to deliver proactive customer service through the following features:

  1. Einstein Bots: Our implementation of Einstein Bots empowers you to engage with customers in an automated and intelligent manner, providing instant assistance and resolving queries efficiently.

  2. Einstein Next Best Action: By leveraging Einstein Next Best Action, we equip your platform with intelligent decision-making capabilities. It enables you to anticipate customer needs and recommend the most appropriate actions, leading to personalized and effective interactions.

  3. Einstein Case Classification: With the incorporation of Einstein Case Classification, your system gains the ability to automatically categorize and prioritize customer cases. This feature streamlines your support process by accurately routing cases to the right teams and reducing manual effort.

Through the integration of these AI elements, we take your Salesforce platform to new heights, enabling you to deliver exceptional customer experiences while optimizing operational efficiency.


Salesforce Service Highlights

Salesforce Service Cloud is a robust customer service platform that allows organizations to manage, optimize, and scale their customer support services in the best possible manner.

Lightning Service Console: Also, known as the Service Dashboard. It offers a single customer view screen to track customer history, view dashboard and handle cases better.

Case Management: The entire case lifecycle (case creation, prioritization, assignment, escalation, reassignment, closure) comes within the scope of the solution.

Knowledge Base: It comprises a comprehensive knowledge base created for service reps to empower service agents in search of requisite answers to deal with cases faster.

Telephony Integration: Tying the phone system together with Salesforce, it enables a wide range of things like routing incoming calls that will improve sales and service.

Service Analytics: This powerful tool powered by Salesforce Einstein, provides insights into department as well as agent efficiency.

Omni Channel Routing: Helps teams in delivering smarter service by communicating with the customers across various touch-points to gather cases and route them to the relevant service reps for instigating a quick action.

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