Service Cloud

This feature manages the entire case lifecycle including; case creation, prioritization, assignment, escalation, reassignment, and closure. Users can specify parameters to influence any of the stages and Service Cloud will perform them automatically. You can arrange cases as per their priority levels and assign them to appropriate agents, so Service Cloud analyzes this info and perform the relevant assignment mechanism.

This feature helps customer support teams deliver smarter service by communicating with their customers through various touch points such as web, email, phone, social media, Live Agent chats, community sites etc. to gather all the cases and intelligently routes them to the relevant agents to instigate a quick action.

Service Cloud offers a complete knowledge base (an online library of administration and support data) for service agents so that they can discover the right answer whenever required in order to deal with cases efficiently and close them quickly.

The Lightning Service Console offers service agents a comprehensive view of each case including a 360-degree view of the customer. This helps them resolving cases quickly without switching multiple tabs and getting all the required information at their fingertips in a very convenient way.

Service agents can customize and automate customer service or approval process with a simple drag-and-drop facility using Workflow.

This feature allows the field service team to offer faster, smarter, and personalized services using smart mobile devices with Service Cloud. Field service team can access account info in order to resolve customer problems by creating a work order for a case. Service team can schedule field agent’s appointments, manage their schedules, and track their material consumption all in real-time.

Service Wave analytics turn insights into action. This app brings the power of wave analytics into the Salesforce Service Cloud. Service managers can quickly check on case management, agent efficiency, and channel optimization using any device from anywhere.

Customer support teams use this tool to manage cases on various social media channels such as Facebook, Twitter, YouTube, Instagram etc. Linked with Omnichannel routing, this feature is helpful for various specific industries.

Service Cloud empowers creating self-service communities. The communities allow customers a place to find the answers required from anywhere at any time. This enables the service agents to resolve customer issues quickly and the customer’s tools for greater engagement.

Salesforce Einstein helps in customer chat automation in order to save time and effort. Einstein Analytics is helping service teams answer common questions like order status, flight details, pricing details etc. Wherever customers need detailed answers, Einstein bots will transfer the customers to the relevant service agents.