Salesforce Service Cloud is a customer service application that provides multi-channel customer communications, automated support processes, customer help portals, and knowledge bases. Salesforce is considered as one of the cost-efficient customer service software that comes with a user-friendly interface. Salesforce functions with the help of Artificial Intelligence.
While running a business, customer support is a key factor to maintain customer relationships and maximizing revenue. For this, you need the best customer service software which can provide one-to-one online support, self-help portals, and knowledge bases. Salesforce Service Cloud is a well-organized customer support solution that helps businesses to grow.
Salesforce Service Cloud is a web-based customer interaction platform that helps you to communicate with customers through chat, computer telephony integration (CTI), mails, and social media sites. Through Salesforce you can easily mitigate problems, raise questions and promote your products and services. Customers can also create, handle and organize tickets using incident management features. Salesforce is integrated with Information Technology Infrastructure Library (ITIL) protocols. ITIL protocols function by gathering IT practices and checklists and combining them with the IT service management (ITSM) activities including the operations and objectives of the business.
Along with external customer interaction, Salesforce manages the internal system and focuses on IT tickets and support requests. They also contain some advanced features like managing self-service portals and knowledge bases. Some of the established organizations that make use of Salesforce are Adidas, Farmers insurance, etc.
Salesforce provides a wide range of features like multichannel case routing, multichannel case routing, etc. But the major ones are:
- Agent dashboard
- Case management
- Service analytics and reporting
The agent dashboard feature consists of in-built productivity tools, communication channels, artificial intelligence support and an organized view of every interaction you had with the customer. Agent dashboard features are spilt into three categories:
- Current customer, case and service details
- Communication interface including the chat history
- Connections to the knowledge base articles.
In case of management, you can see the customer interaction in chronological order irrespective of the communication channel. Other important details based on the knowledge base will appear in the news feed. Case management also includes Case milestones and statuses which can be customized according to your needs. if there are some complications in the service, Salesforce immediately provides an alert to correct the level of service according to service level agreements (SLA).
Service Analytics and reporting
Every service manager handling business requires regular performance analytics for each individual department and agent. Salesforce provides this data by analyzing:
- Agent performance
- Case backlog
- Channel review
- Account review
- Chatbot performance
Salesforce makes use of advanced fault management systems to spot problems with the products, services, and customers. They also help you to predict customer satisfaction scores with the help of Salesforce data.
Since it is cloud-based software, you don’t need a separate application or software to use them. They update their features three times a year such that there is no possibility for vulnerabilities and you will be using the latest version always. During the time of update, you will have to reconfigure your customizations. Even though Salesforce consists of a wide range of features, it takes time to learn them and understand their purpose. Most organizations today depend upon the standard customer service plan that consists of email support with a fast response time.
Salesforce can combine with other processes and merge them into a single system. This cannot be done instantly; it requires enough time to set up your workflow and will help to take the entire advantage of customer communication, case routing, and predictive analytics.
It consists of a standard catalog that gives information about the online support resources like knowledge base, user’s forums, and documentation.
Salesforce provides services in four different plans
- Essential plan – $300/year
- Professional plan – $900/year
- Enterprise plan – $1800/year
- Unlimited plan – $3600/year
Apart from these, Salesforce provides a three-month trial plan that consists of preconfigured processes, live webinars, online training, and guides about how to establish a good customer service bond.