Salesforce Service Cloud Features

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  • Post last modified:November 2, 2021

Key Salesforce Service Cloud Features

What if you had the ability to increase customer satisfaction, increase customer retention, and provide faster case resolution? Does your current system address changes COVID-19 has created for your service department’s physical working environment?

Now more than ever, companies need a service operations system that can be flexible, easy to use and accessed from anywhere at any time. That system is Salesforce Service Cloud.

Salesforce Service Cloud unifies service department data and systems into a user-friendly interface they can access from the office or while working remotely. This is especially important to enterprise-level businesses operating in multiple business units and geographic regions.

So, what are the cool things Salesforce Service Cloud can do? And, how can it help you achieve your goals for customer satisfaction?

Service Cloud Self-Service Portals and Communities

Everyone always puts self-service features further down on the list, but I feel that this should be at the top. Customers more than ever want an answer quickly, efficiently, and on their own terms.

Building self-service portals and communities that look and feel like your brand frees CSRs and service agents to handle more complex issues while empowering clients and connecting with them on a personal level.

Self-service portals and communities allow you to:

  • Embed knowledge articles
  • Provide access to integrated data
  • Create a community of customer experts who can deflect cases from your CSRs and service agents
  • And much more

If customers are unable to resolve their issues through self-help, you can enable chat or the ability to submit a case online. Your support agents have a 360-degree view of customer portal activity.

Salesforce Service Cloud Agent Workspace

Creating a unified view of customer experiences in real time, Salesforce Service Cloud Agent Workspace is an omni-channel console for customer support representatives. The console serves as a one-stop shop for all things CSRs need to:

  1. Understand customers on a personal level
  2. Resolve cases efficiently and correctly with the necessary tools

Within the Agent Workspace, Salesforce users and administrators can access:

  • Automation
  • AI-powered next-step recommendations
  • Connected data
  • Comprehensive view of case details and interactions

What is important to your agents as it relates to a customer? Do you need separate layouts based on your customer classifications? Creating agent workspaces to handle these scenarios can easily be handled through the drag-and-drop user interface (UI) and prebuilt and/or custom components.

Omni-Channel Routing

Time is of the essence when managing customer support cases. Now you can push cases directly into the Agent Workspace, and with Omni-Channel Routing, assign cases to the right agent based on skills and availability. Omni-Channel Routing allows you to set automation rules that deliver cases to the best agent available for each situation.

Your team has the best insight into which agents are best equipped to handle different situations, and you can set rules that combine criteria, like caseload numbers and areas of expertise, to automatically assign cases to CSRs.

In addition, your management team has insight into the service center activity and can monitor and provide assistance to agents as needed.

Lightning Flow for Salesforce Service Cloud

Remember my frustrating phone call that started this blog? Using Lightning Flow for Service Cloud prevents the “bumpy” CSR handoffs.

The Actions and Recommendations component is powerful because it shows:

  • Active screen flows
  • Field service mobile flows
  • Autolaunched flows
  • Quick actions
  • Recommendations