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Cloud Experts India

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 impress your customers by giving them a self service portal to check FAQs and knowledge articles. If their needs go beyond that, your service team can respond quickly and efficiently by having a complete understanding of their needs on their service console.

Service Cloud can be connected to communication channels, configured to generate reports & dashboards giving you contact centre performance insights and AI tools to provide proactive service delivery.

Service Cloud improves business processes when connected to other Salesforce Clouds (such as Sales Cloud®, Marketing Cloud® or Experience Cloud®) identifying opportunities for Sales to generate revenue.

Service Cloud Features


Customer Service

We configure your customer self service portal with the look and feel of your business. Further customisations include the following, all giving the opportunity to personalise your customer conversations:

  • Case management
  • Macro configuration and management
  • Service process automation
  • Knowledge management
  • Service analytics
  • Community portal

2. Omni Channel Communication

Our team will connect to multiple communication channels to provide you with the ability to reach out to your customers in the way they require:

  • Messaging: Live message, SMS, WeChat & WhatsApp
  • Email engines
  • Embedded Services: Live agent (Snap Ins), Chat bots, video chat
  • Social networks:Twitter, Instagram, Facebook, YouTube
  • Telephony (CTI), Call centre implementation & configuration
  • Community platforms
  • Service X, a VRP product for cross channel communications. ServiceX

Field Service Lightning

Our project team will configure and connect your Field Service Lightning to align your agents, dispatcher and mobile workers using:

  • Core Field Service Lightning
  • Field Service Lightning managed package
  • Field Service Lightning mobile app
  • Dispatcher console
  • Geocoding configuration

Einstein for Service Cloud

Our developers take your Salesforce platform a step further by implementing AI elements into your core platforms, giving you the ability to provide proactive customer service through:

  • Einstein Bots
  • Einstein Next Best Action
  • Einstein Case Classification

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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