Salesforce Service Cloud

Customer Service

Agent Workspace proposes a one screen convenient console with a 360-degree view of each client. Service Cloud Case Management assimilated automated processes through access to data, context, and history of each user interaction. Knowledge management facilitates fast response times with an optimized search for recommended articles. Service Process Automation automatizes and scales recurrent scenarios with drag-n-drop tools. Omnichannel Routing automatically redirects requests from a lot of channels to the correct specialist with the Salesforce case team routing app. Service Analytics tracks channel usage, team results, and crucial KPIs on dashboards. Call center management and integration with CTI enable AI-powered capabilities by inclusion cloud telephony into the service console. Asset and Order Management provides instruments to promptly track and manage orders.

Self-Service

A self-service community where visitors’ collaborate, ask questions, and get answers from other users saves your employees time. With Salesforce Live Agent implementation, you define knowledge areas and assign an agent to receive requests related to these areas. With a choice of templates or an option to build from the ground up, self-service communities can include trending articles, FAQs, and even have a rating system for the responses. And, since the self-service communities are controlled by the Service Cloud case support process, if the question is not answered, then it is redirected to the Salesforce support phone to the operator. Service Cloud SDFS generates dashboards and reports on how customers are using the community, giving teams guidance on how to be more efficient.

Digital Channels

Routine queries are automated using Einstein's social media bots. Salesforce Einstein Service Cloud is connected to all your CRM data, including all visitor info and related commercial processes, as well as the ability to easily handle trivial questions like order status or password reset, etc. With Service Cloud Einstein Salesforce, you can customize content based on customers’ profiles, interests, and actions, bringing out suitable articles and answers. Salesforce omnichannel reporting allows employers to easily control any information flows. The Salesforce help desk handles support requests and other client inquiries whenever they arise. Social Customer Service enables users to create and track requests within any social network. You make the best use of LiveMessaging to communicate with clients through their preferred channel, be it SMS or any messenger.

Field Service

The solution can be expanded with remote assistance. Key workspaces are more efficiently used when all employees have access to the same screen. Automation helps distribute employees based on their location, skills, and responsibilities. Field service shows operational data and KPIs in real-time. The Field Service mobile app allows you to monitor all processes offline. Einstein Vision helps agents identify Salesforce cloud image and accelerate intelligent service. To refine the first fix, the relevant specifications are added to the app. Specialists often add Salesforce Service Cloud chat to the console to access all specs at one time.

Employee Service

Customer-operated portal users can set up and customize everything from basic information articles to ticket updates and integral workflows, as well as get answers to common HR and IT questions. Workflows are controlled by proficiency, AI, and automation tools. Add Service Cloud chat or email to case Salesforce Lightning and integral AI chatbots in order to redirect employees to the proper facilities.

Platform Advantage

Customer data is consolidated through back-end systems and departments - localized or in the cloud - in an integrated view. Asset management is done with Service Analytics dashboards. Project delivery accelerates with API projects, reusable integration templates, and connectors. Track and solve problems with a unified view for each Salesforce email from the case and identify more appropriate sales opportunities. Automatically launch and use a shared structured visitor record to customize offers, messages, and Salesforce support email. Salesforce Einstein for Service Cloud automatically checks detailed data and patterns on the system and provides compelling recommendations.