A Closer Look at Salesforce Service Cloud | Rolustech

Salesforce is one of the most popular cloud-based solutions used globally by every kind of business. The Salesforce Service Cloud is an integral part of the Salesforce Cloud which professionals use all over the world.

What is the Salesforce Service Cloud?

The Salesforce Service Cloud can address and respond to customers across different social platforms and automatically involve the appropriate sales agents as well. This helps to further optimize the customer engagement process resulting in a better customer experience. The Salesforce Customer Success platform integrates with social customer service to enable team members to get a clearer picture of the needs and requirements of the customer. This further enhances customer experience and increases the sales output of a business.

Salesforce Service Cloud Features

Service Cloud with Salesforce Lightning

Customers can now become accustomed to quick and personalized experiences when it comes to interacting with your business. Company representatives, with all the information ready in Lightning Console, can give customers direct attention. This will increase your customer retention rates as customers will be glad to drop in again expecting the same service.

The Salesforce Service Cloud Case Management Module

The case management module stores every interaction between agents and customers for viewing purposes. Salesforce Service Cloud saves these over different file formats like notes, emails, and even voice notes. They will be managed efficiently so you can access them quickly and easily. You will receive real-time alerts whenever there is something actionable at your end as a customer or sales representative. The case management module also comes with many predefined email templates that you can use to interact with your audience.

Workflow Management

You can create workflows quite easily using the drag and drop interface that’s present in the Salesforce Cloud. No need to know any complex coding techniques as this was designed with business users in mind. Everything is managed inside the process builder which is used to make emails, calls and update records. You can also make approvals by defining each step of the task, along with other details involved in the process.

Multi-Channel Routing

Gain statistics on the performance and other parameters of employees based on handling work and other miscellaneous tasks. Time taken on certain tasks can provide insight on what can be prioritized, and improved. Accept to decline ratios of new work assignments can be immediately gauged. Besides that, things like the average waiting time before a lead is addressed will all let you know how to route best.

Self-Service Portal

Salesforce Einstein also helps out, the artificial intelligence platform makes sure that customers get a tailored experience. You can also customize your Salesforce in such a way that you can personalize it a step further. Live chat also makes an appearance, allowing you to guide customers in the right direction and make their life easier. Besides just you helping them, this always enables them to help themselves, and each other.

Get on the Salesforce Service Cloud Now!

Rolustech is an Official Salesforce Partner firm and has completed several projects in Salesforce Integration, Customization, Implementation, and more. Contact us now for a FREE Business Analysis. We will be glad to assist you!

Originally published at https://www.rolustech.com on May 7, 2021.

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