Agents may work from anywhere using Service Cloud. With simple management solutions available (such as web-based applications, mobile devices, and knowledge bases), agent productivity is increased, resulting in lower agent overhead costs. Obtain Salesforce CPQ certification to demonstrate your knowledge of sophisticated billing procedures, invoice creation, and CPQ.

It can act as a self-help customer support tool. Users can search your portal for solutions to problems, use it as a knowledge base, and even source answers from other community users. You’ll see significant improvements in service metrics, such as increased first-contact resolutions, decreased average handle time, and lower call and chat volumes.

Customer relations are significantly improved by contacting each customer one on one with live agents. You may improve your customer loyalty, happiness, and retention, resulting in repeat business from existing customers, a rise in your customers’ lifetime value, and favorable word of mouth for your company.

Customer relations are significantly improved by contacting each customer one on one with live agents. You may improve your customer loyalty, happiness, and retention, resulting in repeat business from existing customers, a rise in your customers’ lifetime value, and favorable word of mouth for your company.

With the Service Cloud platform, your data is entirely safe and secure. It employs a multi-layered method to safeguard critical business information.

With this capability, you can conquer as many communication channels as you desire. Online, e-mail, phone, web or mobile Live Agent conversations, social media (such as Facebook, Instagram, and Twitter), community sites, and even video chats are all possibilities. Furthermore, in addition to bringing cases from all of these channels into your Service Cloud, Omni-Channel automatically directs them to appropriate agents depending on complicated pre-set requirements.

The Service Cloud Case Management solution manages the whole case lifecycle, including creation, prioritizing, assignment, escalation, reassignment, and closure. Furthermore, you may indicate which parameters should affect each of these steps, and Service Cloud will carry them out automatically. For example, if you want case priority and type to determine which agent is assigned to the case, Service Cloud will assess this information and activate the relevant allocation mechanism.

This is the optimum personalized work environment for each agent. The Service Console displays each case in a very convenient manner. Aside from displaying case status and history, it also displays the customer and/or account information and allows agents to search for relevant knowledge articles from within the case record.

Service Cloud allows you to create a complete knowledge base for your service agents to help them locate answers and deal with problems more quickly. And the ability to analyze how valuable each knowledge piece is may make the base even more useful if the less useful articles are improved properly.

Service Cloud automates processes via workflows, approvals, macros, email templates, and other tools.

Service Analytics powered by Salesforce Einstein is available to both service agents and service managers and gives insights on department and agent performance. Reports of varying complexity are available.

Service representatives must sometimes collaborate with field employees to solve a situation. This is what Field Service enables. Users of the Service Cloud can make appointments for field employees, manage their schedules, track component or material usage, and so on.

This is the optimum personalized work environment for each agent. The Service Console displays each case in a very convenient manner. Aside from displaying case status and history, it also displays the customer and/or account information and allows agents to search for relevant knowledge articles from within the case record.

If you are still missing anything with all of this Support Cloud capability, you may use this feature to construct your own Salesforce customer service apps.

The Service Cloud enables the creation of self-service communities. Customers can use them to explore your knowledge base and seek solutions on their own. To improve the community experience even more welcoming, you may include a chat feature that allows users to easily ask agents for assistance if they cannot discover it on their own.