Salesforce Service Cloud

Salesforce Service Cloud

Salesforce Field Service Lightning for Optimized Field Operations

Salesforce field service lightning (FSL) which is one of the top functionalities of Salesforce Service Cloud is a highly customizable, powerful, mobile-friendly field service hub that helps field service agents increase productivity. 

Equipped with AI-powered scheduling, resource optimization, knowledge articles, etc. FSL helps service agents manage their work orders & schedules efficiently. This also enables them to fix customer issues quickly with smarter decisions – all on the powerful Customer 360 Platform. 

Below is the list of things that Salesforce field service lightning do:

  • Create impactful records representing field service technicians, agents, and add professional information like skills, location, and business availability.
  • Set up level-wise service territories that represent the regions where technicians can work.
  • Track the live location & status of inventory, warehouses & service vehicles.
  • Schedule work orders for customers, and add details about technician preference and required skills and parts.
  • Create maintenance plans and templates to standardize the field service tasks.
  • Share reports about service progress to the customers.

Why is the Salesforce field service lightning a great package?

In order to offer a highly connected customer experience, field service lightning boost workforce productivity, automate appointment schedules, get real-time visibility, optimize mobile workforce allocation & manage jobs in the field using smartphones.

  • Seamlessly connect with customers


Seamlessly connect with customers

Service delivery tracking gets automated with the Salesforce Dispatcher Console feature. Users have the power to customize their dashboard view to a map or a Gantt chart and can get real-time job alerts. 

  • Deliver guided mobile experiences

On the move, employees and field service agents can share job updates, access knowledge books, view and update van stock or hub inventory, and generate service reports using the Field Service Lightning mobile app. 

  • Enable smarter work

Workers can schedule appointments as per priority level and improve process performance by passing on a particular service request to the right agent. With Salesforce Platform, standard and custom objects integrate with work orders.

  • Offer intelligent customer experiences 

Any third-party systems integrate, and with the power of IoT, field service agents take quick actions to deliver intelligent customer experiences. Field Service Analytics will help to identify the trends and problems early to optimize the mobile workforce.

Core Features

When Salesforce Field Service Lightning is enabled, we gain access to a suite of familiar objects present in Setup and tabs in Salesforce. They make the core field service features, including appointments & orders.

Managed Package

The Field Service managed package built on the core features and includes:

  • A Setup tool that walks through creating field service records and customizing the settings
  • A dedicated scheduling console that gives dispatchers and supervisors a bird’s-eye view of all the team members & scheduled appointments
  • A scheduling optimizer that allocates resources to appointments in the most efficient way by accounting for skill level, travel time, location, and other factors
  • Scheduling policies and triggers that help customize the scheduling model and display preferences.

Managed Package

Mobile App
Mobile app

The iOS and Android versions of the Field Service Lightning mobile app make work a pleasure for field service technicians who serve the clock’s customers.

App users can update daily work orders, track part supplies, gather customer signatures, and connect with dispatchers directly from their smartphone. 

Conclusion

There are many reasons why the Salesforce field lightning app is a delightful experience for users, company, field workforce & manage many things simultaneously. This feature allows the field service team to offer faster, smarter, and personalized services using smart mobile devices with Service Cloud. The field service team can access account info in order to resolve customer problems by creating a work order for a case. The service team can schedule field agent’s appointments, manage their schedules, and track their material consumption all in real-time.

CEPTES is a Salesforce silver consulting company with over 80% Salesforce certified consultants. It is widely accepted as a leader in delivering Salesforce Cloud (Sales Cloud, Service Cloud, Marketing Cloud, App Cloud, etc.), Salesforce Analytics, and Lightning Migration services.

If you are looking for Certified Salesforce field service lightning experts, then contact us today!

Salesforce Service Cloud, SMEs

6 Ways Salesforce Service Cloud Helps You Deliver Exceptional Customer Service

Small and Medium-Sized Enterprises are steadily coming to terms with the advent of a “digital revolution” when it comes to dealing with unprecedented situations and disruptions. The only issue for SMEs might not be to retain its customers but also deliver better customer service through an intelligent and efficient customer service process. 

Delivering enterprise-grade customer service during unexpected conditions is also a challenge that SMEs are more than passionate about overcoming, whilst exploring the possibilities of a high productivity process that strengthens business-to-customer relationships. Today, with a plethora of tools at their disposal, SMEs can step up to whatever new challenges are put in front of them. Here is how Salesforce Service Cloud is helping service agents of an SME deliver top-notch customer service;

Delivering intelligent & productive on-site service

Salesforce’s Field Service Lightning allows you to create and manage orders for field service operations. You can instantly view knowledge articles and track SLA compliance. Field service uses intelligent scheduling to route jobs to appropriate resources, based on skills, time, and location.

An integration with Einstein Analytics helps you identify problems immediately and suggest solutions while giving real-time visibility of KPIs and operational performance. 

Know everything about any case

Gone are the days when your customer service agents had to go through a horde of documents to find relevant information on a customer case. The Service Cloud has case management tools that allow your agents to access all the information about any case, in just a few clicks. 

You can even distribute leads or cases, and arrange them based on priority. This is just one of the tools that make customer service automation a coveted necessity. 

Get connected

Social media has become a platform overflowing with customer service complaints. Thankfully, with Salesforce Service Cloud, you can stay connected to your customers and solve their cases with a few simple clicks. 

The Omnichannel Routing feature makes sure that service agents are connected to their customers through all social media platforms, emails, phone numbers, and so on. This way the entire process of managing queries is highly productive.

Reduced time and effort

The gist of using CRM tools and employing customer service automation methods is to make the best of shifting market conditions. The market calls for quicker and more efficient ways of customer service – a feat that is quite achievable with CRM tools, such as the Service Cloud Einstein. 

AI and chatbots have become an inherent part of customer service. CRM tools make use of the same, to help customer service agents answer FAQs. If required, the tools can automatically assign the query to the respective agent. Process automation features like this help solve customer queries faster, without expending any of the service team’s energy. 

Quicker access to relevant information

There are many times when your diligent customer service agents need to check some data or take the time to research before they can successfully solve a particular query.

The time and effort taken to do this can be cut short by large amounts through a seamless customer service solution. These tools provide a massive knowledge base to rely on so that your agents don’t have to waste any time looking for information. Tools like this boost service agent productivity by exponential amounts. 

Insights through analytics

CRM tools offer valuable and reliable data on leads, sales, feedback generated, ongoing cases, and so on. Insights through sales and service analytics assist your agents as well as your service managers, to provide better customer service. 

CEPTES is a leading Salesforce service provider that has led many SMEs to the doorway of success, through Salesforce’s sales and service automation tools, as well as the cutting-edge/robust Service Cloud offerings. To start delivering exceptional customer service leveraging the power of Salesforce Service Cloud, get in touch with our certified Service Cloud experts.

Salesforce, Salesforce Consulting, Salesforce Service Cloud, Service Cloud

3 Ways Salesforce is Transforming The Hi-Tech Industry

Hi-Tech is one of the highly competitive industry and has witnessed an enormous transformation in the past several years. To remain competitive, technology service providers must offer innovative solutions with short product life cycles. As Hi-Tech companies usually operate in a global environment and often address very specific business needs, they are expected to deliver a higher state of customer support. In today’s era of higher customer demands, High-Tech service providers can’t afford to use mediocre processes and poorly integrated systems. 

As technology continues to grow and advance, automating various business processes are essential. To offer personalized solutions and drive higher customer engagements, Hi-Tech companies must implement an integrated digital platform to obtain a complete view of their customers. Salesforce has been the first choice CRM for most of the leading Hi-Tech companies – and here at CEPTES, we have been helping technology service providers in Salesforce implementation to accelerate business growth.

A 360-degree customer view: Unifying the customer experience 

Hi-Tech service providers can leverage Salesforce to achieve a 360-degree  customer view. This allows them to deliver a highly personalized experience. One centralized system will efficiently manage the entire customer life cycle including invoice, renewal, support, communication, etc. everything from one place. This will save time spent on multiple systems and enable the service providers to deliver a unified cross-channel customer experience. A 360-degree customer view will supercharge sales teams. 

Often technology service providers grapple to engage their customers because of siloed systems. Salesforce offers seamless integration with external systems and tools that leads to a powerful integrated system and deliver smarter services and customer experience. 

ALSO READ: Salesforce for Manufacturing: How to grow faster in the 4th Industrial Revolution?

Omni-channel customer service with a connected workforce

Salesforce’s Service Cloud empowers Hi-Tech field service agents to access and update customer data on the go. The integration of Service Cloud and Einstein Analytics make customer service highly efficient. Hi-Tech service agents can have an integrated mobile, live chat, email, and web self-service access to deliver seamless customer service from anywhere. Cases can be closed faster with automation and AI, fast & intelligent self-service can be offered, and future needs can be predicted to keep the conversation flowing. Hi-Tech companies can offer real-time chat support to their customers using the Salesforce platform. 

Deliver faster results with higher customer engagement

Customer engagement ratio is very quiet in the Hi-Tech industry and Salesforce is efficiently addressing this challenge with it’s Marketing Cloud platform. With a 360-degree customer view, marketers can compile customer data and create segments to run personalized marketing campaigns. It is very important for the Hi-Tech industry to segment their customers as they operate on a global scale with a lot of data. 

Two-way real-time customer engagement can be created and each individual customer journey can be personalized. Marketing campaigns can be evaluated across all digital channels leveraging AI and Google Analytics 360. Either you offer B2B or B2C technological solutions, you can embrace Salesforce offered integrated digital marketing platform to unify data sources, segment customers, personalize engagements, and evaluate campaign effectiveness.

CEPTES Offerings for Hi-Tech Companies

We bring our decades of Hi-Tech industry experience and Salesforce domain expertise to your projects and our offerings for High-Tech industry include implementing, integrating, and enhancing Sales Cloud, Service Cloud, Marketing Cloud, Community Cloud, Salesforce Analytics, Pardot, Einstein Analytics. Contact us to know more about how our Salesforce offerings for Hi-Tech companies can help you deliver a whole new level of customer experience and accelerate sales growth. 

Explore our Salesforce solutions.

Field Service Lightning, Salesforce Service Cloud

Salesforce Field Service Lightning: Connect your workforce to offer intelligent customer experience anywhere

In today’s era of the connected customer, it is important to have a connected workforce in order to offer exceptional customer experience. Customer experience is one of the key differentiators between two rival brands. Along with various other aspects, field service management is an important aspect in order to drive superior customer satisfaction. Optimizing field service operations can address multiple common service challenges including service cost reduction, schedule optimization, intelligent job assignment, faster field service calls resolution and more.

Salesforce offers transformational Field Service Lightning solution which is its field service management software on a single integrated platform. Field Service Lightning works with Service Cloud in order to deliver faster, smarter, and personalized service on the go using a mobile device. With Salesforce1 mobile, field service agents can update work orders, modify request status, and update job status in real time. Before understanding more about Field Service Lightning, let’s have a look at some of the common field service operations challenges & how Salesforce is addressing them.

Common Challenges

  1. Siloed departments
  2. Unplanned resource allocation
  3. Disconnected CRM processes
  4. Absence of on-field support
  5. Inefficient systems

Due to these common challenges; service agents, dispatchers, mobile employees, and managers often hindered and businesses couldn’t meet rising customer expectations. As a result, this leads to a decreased field service agent productivity, poor customer experience, and increased costs. This can be efficiently addressed by having a 360-degree customer view with seamless information access in order to help customer anytime, anywhere using any device.

Know more about Salesforce Service CloudHow Service Cloud is going to be a game changer for your business in 2019

Salesforce Field Service Lightning

 Built on Service Cloud the world’s #1 customer service platform, Field Service Lightning enables service providers to transform every customer moment and optimize operations across the complete service chain all on one powerful integrated platform. 

Why Salesforce Field Service Lightning?

Salesforce Field Service Lightning offers connected customer experience and is highly customizable. Apart from these, it helps you boost your field service workforce productivity, automate appointment scheduling, get real-time visibility, optimize mobile workforce allocation, manage jobs in the field using a smartphone, etc. In a broader sense FSL can help businesses;

Seamlessly connect with their customers

Service delivery tracking can be automated with the Dispatcher Console feature. Users can easily customize their dashboard view to a map or a Gantt chart and can get real-time job alerts. 

Deliver guided mobile experiences

Mobile employees and field service agents can share job updates, access knowledge books, view and update van stock or hub inventory, and generate service reports using Field Service Lightning mobile app. 

Enable intelligent work

Workers can schedule appointments as per priority level and optimize jobs in order to pass on a particular service request to the right agent. With Salesforce Platform, standard and custom objects can be integrated with work orders. 

Offer intelligent customer experiences 

Any third-party systems can be integrated and with the power of IoT, field service agents can be empowered to take quick actions in order to deliver intelligent customer experiences. Field Service Analytics will help to identify trends and problems early to optimize the mobile workforce. 

Why CEPTES?

CEPTES, a Salesforce Silver Consulting Partner, with over a decade of expertise in delivering end to end, integrated Service Cloud solutions, can help you optimize your field service operations implementing Field Service Lightning to deliver enterprise-level on-site services. Get in touch with us to learn more.

ALSO READ: Top Benefits of using Service Cloud for Customer Service

Salesforce Service Cloud

How Service Cloud is going to be a game changer for your business in 2019

Customer service is going to be the biggest growth factor in 2019 for businesses of every size. 2018 has witnessed a significant rise in the rate of companies that lead the way in customer service with the tools to keep their customers happy and create amazing customer experiences at every touchpoint. Salesforce Service Cloud adoption was it’s all-time high in 2018 and 2019 is going to be even bigger. The highly scalable and cost-effective platform for customer service offers organizations on the path to higher customer satisfaction with innovations like AI, in-app help, easy-to-use features, and highly customizable tools.   

If we analyze the swiftly transforming business trends, ESMBs have started putting enormous efforts into shaping up their customer service teams and approach. Based on a SaaS model, Service Cloud is perfectly meeting the requirements by offering highly effective and productive customer service solutions on the cloud. In 2018, a huge number of ESMBs scaled their operations quickly and seamlessly to meet their future customer service requirements with the help of Salesforce Service Cloud. There are varied Service Cloud offerings like in-app support, live agent support, knowledge centers, self-service communities, and social media which help organizations enhance their customer service standards.

If you believe various industry leaders and reports, customer service is going to be a huge factor in any organization’s growth in 2019. Enterprises will invest a lot of cost and time in revving up their customer engagement and retention rate. The role of Salesforce Service Cloud will become extremely crucial in 2019. But, do you know how? How the world’s #1 CRM platform Salesforce can empower you to build amazing experiences around your customers? Let’s see how;

Lightning Service Console

The Lightning Service console offers your agents a unified experience by putting all the customer information (profile, case histories, dashboards) at their fingertips for a 360-degree view. This will enhance agent productivity as well as allow them to address specific customer requirements quickly.

Case Management

With this feature, you can resolve cases faster with easy visibility into the full context of all the cases and record of every customer interaction. All of these on a streamlined dashboard. This will automatically assign the right agent and will help you which case to focus and when.

Omni-channel Routing

Omni-channel routing will automatically route cases to the right agent with the best skill set in order to resolve them. Employees can update their status in real-time, ensuring that high-priority work always receives immediate attention. This will supercharge your overall efficiency, transparency, speed and will make your customers happy.

Telephony Integration

Service Cloud allows you to integrate with most of the popular CTI systems. This will log notes instantly when a customer calls with all related information and manage calls from within the console without touching the phone. This will lower your agent’s average call handle times and improve customer satisfaction.

Workflows & Approvals

Salesforce Service Cloud will customize and automate any customer service or approval process with drag-and-drop simplicity using Workflow. You can save time by automating your internal procedures and processes, including any additional approval steps required to keep things moving. This will make your service agents more productive.

Social Customer Service

There are multiple ways a customer can communicate with a brand. With the help of Service Cloud, you can monitor and respond faster to customer posts on various social media channels like Twitter, Facebook, Instagram, YouTube etc. As social customer service is an integrated, seamless part of the Salesforce Customer Success Platform, your social care team gains a comprehensive picture of the customer before responding. This true 360-degree view of the customer empowers agents with social media engagement, in real time, on the channels where customers are talking.

Custom Reports & Dashboards

Service Cloud helps you make informed decisions with real-time reports. You can track cases and customer information for a 360-degree view of the customer.

2019 – A Challenging year ahead

When it comes to picking the right platform for your customer service team in order to offer amazing customer experiences, the options and features available seem to change daily. Choosing the right platform will not only empower your customer service team but also help you improve customer experience and your business’s brand value. In 2018, Salesforce Service Cloud was the first choice option for enterprises of various sizes and industries. The overall market cap of Service Cloud in worldwide customer service applications was a whopping 40% during 2018 (* IDC Report). With 2019 shaping up to be even bigger, Salesforce Service Cloud is all set to transform businesses with its unique features and benefits.

CEPTES has been offering Service Cloud implementation solutions to various enterprises. With our 10+ years of Salesforce domain experience and after delivering over 1000+ projects across the globe, we are the first choice Salesforce solution provider for businesses of every size and various industries. Get in touch with our certified Salesforce consultants to start your Service Cloud journey.