Service Cloud
Overview
Service Cloud is a customer service and support platform. It is a Core Cloud offering of Salesforce. Service cloud helps companies deliver improved Customer Service and Support.
How Is Service Cloud Used?
Omni-Channel Support
Via multi-channel routing (email, phone, chat, social media, and SMS) Service agents are able to support customers from one place. This vastly reduces the need for multiple tools and contracts to get the job done.
Case Management
Features such as Web-to-Case and routing automate complex intake processes. Entitlements and Milestones also allow users of Salesforce to track and enforce service level agreements.
Customer Self-Service
Knowledge Articles and Customer sites give the ability for customers to quickly leverage self service (FAQs, documentation, and troubleshooting).
What is the Benefit?
Increased Success
Centralizing all communications across teams creates an environment where better trending, successful case closure, accurate analytics and support rep performance are all a reality.
Resolution Rate
Automating case routing and tracking SLA’s save time and manage expectations internally.
Self-Service
Giving customers access to FAQ’s, Knowledge Articles, Troubleshooting guides, etc. empowers them to help themselves while reps focus on complex issues.
Common Use Cases of Service Cloud
| Use Case | Roles | Scenario | Outcome |
|---|---|---|---|
| Case Management | Service Reps | Case Creation and Routing |
|
| Entitlement Management | Service Reps | Ensure SLA’s are achieved |
|
| Collaboration | Service Reps/Sales Reps | Enable efficient Customer Support |
|
Who is Impacted?
Service/Success Agent
Utilize the platform daily to manage cases.
Service Managers
Oversee team performance and case resolution rates. Gaining insight to trends and strategies.
Account Managers
Insight to cases on their Accounts provides insight to customer pain points, ticket volume, and general disposition with relation to your business.