Salesforce is the most prominent CRM-based service provider with various distinct solutions. It provides users with excellent quality solutions for a variety of eCommerce procedures and has the greatest market share among CRM. To strengthen and streamline customer service processes, Salesforce introduced the Service Cloud. Salesforce provides Service Cloud as Software as a Service. Service Cloud, which is based on the Salesforce Customer Success Platform, gives a 360-degree picture of the customers and empowers them to provide smarter, better, and more individualized service.

With Salesforce Service Cloud, we can build a connected knowledge base, enable live agent chat, manage case interactions, and have personalized client experiences or even upsell services based on historical activity data.

Features of Salesforce Service Cloud

• Knowledge Base – The knowledge base assists with quicker problem resolution by keeping track of all customer conversations and resolutions.
• Social Customer Service – Customers can access the services by contacting the company through social media platforms, making it simple for many individuals to use.
• Live Agent – A live chatbot provides 24/7 online assistance to users.
• Mobile Platform – This platform helps to connect to customers wherever and whenever by using the service cloud data.

Reasons to adopt Service Cloud

• • Call center facility within the service cloud console

The ability to integrate computer and telephone systems is a significant characteristic that is highly valued by most firms. It provides functionality for call centers and enables simple handling inside the service console. Agents that use CTI may instantaneously access the caller’s account information or profile, allowing them to assess potential customers’ profiles and learn enough about them to better prepare for interactions and customer engagement.

• • Increases the productivity of agents

Agents may access the Salesforce Service Cloud from anywhere and operate remotely. Helps your agents work more productively while spending less on overhead.
Service Cloud’s capabilities like email-to-case, skills-based routing, and milestone monitoring give their agents the tools they needed to serve clients effectively across all channels.

• • All information in one place

The Salesforce Service Cloud enables the agents to locate all the crucial client information in one location, resulting in quicker service delivery.

• • Enhances customer experiences

By putting consumers in touch with real agents, the Salesforce Service Cloud aids in improving the customer experience. Along with strengthening relationships with customers, it also helps to boost customer happiness, loyalty, and retention.

• • Leveraging social media platforms

You may improve your capacity to respond to clients by using the Salesforce Service Cloud, which gives you access to numerous social media sites including Facebook, Twitter, and others.
You may easily provide intelligent social services by directing the social cases to the appropriate agent at the appropriate moment. Your agents can obtain actionable posts and begin tackling the problems right away by using classifiers, keywords, and language detectors.

• • Case Management

Users can optimize their processes to improve customer service by using case management capabilities. They connect agents to all the information, solutions, and activities they require, enabling them to handle customer support issues more quickly from almost anywhere.

• • Smart Collaboration

By simplifying their process, users can improve customer service by using case management capabilities. By linking agents to any information, response, or activity they require, they can handle customer support issues more quickly from almost anywhere. The newsfeed of the platform will display all articles, emails, voicemails, and other content pertaining to a specific case. Users will be better able to prioritize their tasks and determine when to act as a result. With a few clicks, pre-installed templates may be used to send email responses that are modified based on consumer behaviour.