The key differentiating features about Salesforce Service Cloud are as below:
1.Omni-Channel Routing
- Automatically routes customer inquiries to the best qualified agent based upon factors like skills, availability, and customer context. This all means that issues are resolved a lot faster and more efficiently.
- In this all customer interactions happening through a call, email, chat, or social media(WhatsApp, Facebook) are converged into one interface. In this way the agents would have a best view of the entire journey of the customer queries and ensure seamless and personalized support.
- All related information of customer preferences, previous interactions, and ongoing issues are available to the agent. This will enable them to deliver relevant and support to customers and produce a better customer experience.
2.Knowledge Management
- This allows customers to readily find out the answers to their queries through a handy knowledge base and reduces the load of the support team while empowering the customers to discover solutions.
- Salesforce Service Cloud gives agents immediate access to relevant articles and solutions that may help them better solve their customers’ problems.
3.Field Service Lightning
- Technicians would be accessing customer information, work orders, and parts inventory directly from their mobile devices to enhance their field responsiveness and productivity.
- Real-Time location tracking for organizations helps to monitor technician location and optimize route planning, thereby reducing response time as well as enhancing customer satisfaction.
4.AI for Service Cloud
- Agentforce: Drive efficiency and boost the productivity of service reps with AI-powered summaries and replies for any interaction. Save service reps time by creating a summary of any issue or its resolution at the end of a conversation.
- Bot Builder : Create a multi-channel, multilingual bot that can talk to your Salesforce data with a few clicks. Automate routine tasks such as giving routine responses or completing common processes and free up service reps time to do more.
5.Integration with Other Salesforce Products
- Seamlessly transfer leads and opportunities between sales and service teams.
- Coordinate marketing campaigns with customer service efforts.
6.Customization
- Salesforce Platform provides for full customization and extension of Service Cloud in the Salesforce platform for any specific business requirement.
With these next-generation features, Salesforce Service Cloud enables businesses to deliver the best for customers through enhanced agent productivity as well as customer satisfaction. This is an all-in-one platform that has changed the way the companies of different industries approach customer care for them to ensure more success.
Start your Salesforce Service Cloud journey with Cloudely. Email us at salesforce@cloudely.com for a free Salesforce consultation.