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What Is Salesforce Service Cloud?

November 30, 2021 in

Treating customers right is a top priority for businesses. Without strong customer service workflows in place, satisfaction rates may drop, sales and traffic can decrease, and your business’s reputation could be affected. 

To strengthen customer services processes, many organizations are turning to the customer relationship management (CRM) solution Salesforce Service Cloud. Through this solution, your business can gain access to valuable tools necessary to strengthen customer engagement across all touchpoints.

Top Features of Salesforce Service Cloud

Salesforce is a popular software provider that delivers solutions to support several enterprise processes, such as marketing automation, data analytics, and application development. Its Service Cloud platform is designed to handle customer service workflows, such as responding to support requests and managing call center operations. 

Some key features of Salesforce Service Cloud include the following.

  • Omnichannel Routing: On Service Cloud, you gain a full view of your customer interactions across multiple channels, from your ecommerce site to social media pages. When a customer contacts your organization, Service Cloud will automatically route the case to an employee who can help.
  • Agent Workspace: Service Cloud provides a fully customizable user interface designed for customer service agents. On the workspace, agents can access valuable productivity tools, customer data, and analytics to support their daily tasks.
  • Appointment Assistant: If your business sends employees into the field, you can use Service Cloud’s Appointment Assistant feature. This solution can automatically schedule jobs to qualified workers, guide employees through jobs using preconfigured workflows, and collect valuable field service data.
  • Service Analytics: Service Cloud provides access to dashboards that collect data from across your organization. Using these dashboards, you can gain access to valuable reports and CRM data that you can use to improve your operations. You can monitor items like chatbot performance, support request volume, agent productivity, and more.

When Would a Business Want to Implement Service Cloud?

A strong customer service strategy can benefit all businesses. Your customer interactions are the foundation of your organization. If a customer is left unsatisfied, they may be unlikely to purchase or engage with your business in the future. 

Using Salesforce Service Cloud, you can improve the customer experience across all touchpoints and boost satisfaction rates in the process. For example, Service Cloud assigns customer requests and schedules field service appointments automatically, eliminating manual processes and helping customers resolve their issues faster. Agents can access valuable customer data on Service Cloud, helping them respond to support requests, and leverage automation to reduce manual labor.

If your business engages with customers, implementing Service Cloud may be in your best interests. Whether you want to boost your satisfaction rates or implement advanced analytics into your workflows, Salesforce Service Cloud could provide significant benefits to customers and employees alike. 

Contact the Salesforce Implementation Specialists at HigherEchelon

Leveraging Salesforce Service Cloud can help your business improve customer interactions and drive revenue in the process. However, many organizations lack the time to properly implement this CRM solution into their workflows. Configuring Service Cloud without the proper in-house resources can also pose a major challenge, especially for smaller enterprises. In these situations, HigherEchelon can help. 

Our team of trained Salesforce implementation specialists can evaluate your business’s needs and configure Service Cloud for your workflows, saving your organization time, money, and future headaches. Contact us today to learn how our digital transformation services can help you onboard to Salesforce.