Service Cloud helps organizations to give better customer service and support regarding all customer inquiries or cases. It works as a help desk and a customer service platform, helping companies to resolve customer issues.
Service Cloud provides the company all the related information of your customer and enables you to deliver smarter, faster, and more personalized services. It makes connecting one-to-one with every customer, across multiple channels on any device.
It works to boost the efficiency of an organization and increase customer satisfaction by providing good customer support and service. It takes the responses of the customer from different social platforms and automatically assigns cases to the appropriate agent.
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Let's first understand What is Service?
It is referred to as the organization providing help or assistance to their customers but no-physical goods are transferred from seller to buyer in this transaction. The organizations provide supports to their past, present, and future customers' requests for assisting with a product, service, etc.
Case is the standard object which is provided in the service cloud in which you can store the information about the feedback or issues that customer is giving or facing. These cases should come through any platform including social media, phone calls, messaging, websites, emails, etc. But whatever query we are getting from these channels is stored in one place which is the Case Object.
Case is similar to the Leads in the sales cloud. We get leads from any platform and get stored in one place which is Lead object, same with the case. When we talk about Sales, we work on Leads and when we talk about services, we work on Cases.
Read more about Sales Cloud in Salesforce here.
At the time of creating a new case we have to connect that case to some account and contact record. Account and Contact is a Standard Object in Service Cloud.
- Solutions / Knowledge Base: Using this feature, we store the previously solved cases and their solutions. It also stores the interaction between customers and agents. This helps in faster issue resolution. With the help of a knowledge base, agents can easily and quickly answer customer queries.
- Service Console: It is a standard lightning console app provided by salesforce to maximize the agent's productivity and to manage all cases assigned to an agent by putting all the required information in one place. It allows them to access all things related to cases, all from one screen.
- Case Management: To efficiently manage customer cases, organizations can record, track and solve customer queries. It is also used to generate cases through website or email form.
- Omni-Channel Routing: Using this feature, Organizations directly connect to customers through various communication channels. Agents can communicate via web, email, phone, live chat, social media, video chats.
- Live-Agent Chat: This feature allows customers to directly communicate with the agents through the website. Using this feature, Customers do the live chat through the agents in real-time.
- Data Analytics: This feature gives the option to make reports according to the organization's criteria. You can set the filter, fields, date, and time according to you and Dashboards give you the interactive and graphical representation of reports that you have in your organization.
- Automate the Case Process: We can automate the process from a case is created and after assigning to the appropriate agents who have the best skills to solve those cases to the case is solved and closed. We can automate every process using many tools that salesforce provides us like Escalation Rule, Assignment Rules, workflow, etc.
- Service Community: It gives the customers and partners to connect and communicate with the organization, enhance partner success and help in giving customers a personalized experience.
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