SALESFORCE SERVICE CLOUD AND RELATED SERVICES

Service cloud

The main aim of Salesforce Service Cloud is to make your customer support as efficient as possible. And it does so in multiple ways:

  • It delivers a clear pattern of an effective customer service process, supports it along each step of the way, and allows tuning it to your needs.
  • It provides agent productivity tools to speed up routine actions and give agents more time to focus on the more demanding tasks.
  • It allows better transparency and control for managers due to reporting and analytics functionality that not only reveals performance insights but also empowers customer service managers to act upon them.

And apart from that, Service Cloud can do much more, if set up, configured, customized and administered correctly. Our 10-year experience, as well as deep technical skills, help us do just that to deliver a smooth digital transformation of your customer service.

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KEY SALESFORCE SERVICE CLOUD FEATURES

Look through the list of Service Cloud key features to get a better understanding of its rich functionality.

Omni-channel

Omni-Channel. With this feature, your customer support will conquer as many communication channels as you want. It can be web, email, phone, web or mobile Live Agent chats, social media (Facebook, Instagram, Twitter, Google+, and Sino Weibo), community sites, and even video chats. And besides bringing cases from all these channels into your Service Cloud, Omni-Channel intelligently routes them to appropriate agents based on complex pre-set conditions.

Case management

Case Management. Service Cloud Case Management covers the whole case lifecycle: creation, prioritization, assignment, escalation, reassignment, and closure. Moreover, you can specify parameters that should influence each of these stages, and Service Cloud will perform them automatically. For example, you want case priority and type to determine what agent gets assigned to the case, so Service Cloud analyzes this info and triggers the appropriate assignment mechanism.

Service console

Service Console. This is the ultimate personal work space for every agent. Service Console provides a very convenient view of each case. Apart from showing case state and history, it depicts customer and/or account information and enables agents to look for needed knowledge articles right in the case record.

Knowledge base

Knowledge Base. To empower your service agents to find needed answers and deal with cases faster, Service Cloud enables creating a comprehensive knowledge base for agents. And the ability to assess how useful each knowledge article is can make the base even more helpful provided that you improve the less useful articles accordingly.

Processes automation

Process and Routine Automation. Service Cloud offers process automation using workflows, approvals, macros, email templates, etc. For example, a customer is highly dissatisfied with support and service agent Greg states that a certain customer incentive is needed. According to a workflow, Salesforce sends an Incentive approval request to Greg’s manager Jane. When she grants the approval, Greg offers this incentive to the customer by choosing and sending an appropriate email template. Another day in customer support: Greg sees that 7 similar cases came into the system. He runs a bulk macro to answer to all of them simultaneously, which resolves the cases. Then, he runs another macro to close the cases automatically. These types of automation save agents’ and managers’ time substantially.

Service analytics

Service Analytics. Being available to both service agents and service managers, Service Analytics powered by Salesforce Einstein provides insights into department and agent performance. You can see reports of different complexity. It can be a report on a first contact resolution rate. Or on the number of case reassignments per each case type depicting an average customer satisfaction (CSAT) rate for each case type as well as the agents who systematically reassign cases more than a certain number of times a week. Besides reporting, Service Analytics can give recommendations as to what an agent should do, say, to improve CSAT.

Field service

Field Service. Sometimes, to solve a case, service agents need to cooperate with field workers. This is what Field Service allows doing. Service Cloud users can order field workers’ appointments, manage their schedules, track part or material consumption, and so on.

community

Self-Service Communities. Service Cloud provides the possibility to create self-service communities. Using them, customers can access your knowledge base and find solutions by themselves. And to make the community experience even friendlier, you can add a chat to it for customers to conveniently ask agents for help, if they find none on their own.

Einstein bots

Einstein Bots. In some cases, your chats can be powered by Salesforce Einstein. This will free up some of your agents’ time and provide customers with answers to trivial questions about, say, an order status, flight details, etc. And only if your chat bot can’t help, it will transfer customers to the agents competent in the area of the customer’s problem.

App builder

App Builder. If you still lack something in all this Service Cloud functionality, you can order your own Salesforce customer service apps to be created using this feature.

​And if you integrate your Service Cloud with Sales or Marketing Clouds, even more possibilities become available.

  • Thanks to your Sales Cloud data, agents will get a better picture of customers’ history with the company. In its turn, Service Cloud data will help your sales managers track how customer service affects customer retention.
  • With Service Cloud data, you can use Marketing Cloud to analyze how customer service affects your company’s brand image. And based on the data about the problems that customers experience with your product/service, you can tune your marketing campaigns and form new product or service packages.

Salesforce integration

Or you can integrate Service Cloud with other CRM and marketing tools to polish customers’ experience with your company.

Common customer service challenges solved with Service Cloud

Challenge: Insufficient accessibility of your customer service leads to customer churn.
Solution: With Salesforce Service Cloud, your agents don’t have to juggle applications and devices and no longer need to put customers on hold. Salesforce customer service allows working with multiple communication channels right inside the platform and easily directing calls, chats, etc. to other agents. Due to Computer Telephony Integration, Omni-Channel, Web/Email Case Capture, and other similar features, you can tie your company’s phones, website, self-service community, social network accounts and much more to your Service Cloud. And besides that, based on a case type, the captured cases can be efficiently distributed among competent agents. So, your customers will be able to contact your support via any channel of their choice and receive a prompt answer.
   
Challenge: Extremely long case resolution time or frequent inability to resolve a case results in low customer satisfaction.
Solution: Service Cloud Case Management allows automating all case procedures (assignment, prioritization, escalation, etc.), which reduces human error and increases work productivity. For example, to provide faster resolutions, Service Cloud can assign cases based on agent competences and enable knowledge search right in Service Console. Productivity tools like macros and email/message templates save agents even more time to focus on speeding up customer problem resolution and increasing customer satisfaction rates. However, sometimes, there can be absolutely nothing your agents can do to resolve a case. For such situations, you can set up a clear incentive offering procedure to relieve customers’ heavy feelings.
   
Challenge: Inability to properly monitor and manage customer service.
Solution: While agents perform their daily duties, Service Cloud gathers data on their performance as well as monitors the performance of an entire customer service department. Using this data, agents and managers can see or create reports on any field in the platform as well as use formulas for more advanced reporting capabilities. If this functionality doesn’t cover your needs, you can also use Service Analytics that will reveal new levels of Salesforce customer service insights, such as communication channel reviews and predicted CSAT rates.

Pricing

Like most Salesforce products, Service Cloud has the following 4 editions:

Salesforce Essentials Lightning Professional Lightning Enterprise Lightning Unlimited
Only the most essential features the usage of which is limited to max. 5 users More extended functionality for an unlimited number of users Comprehensive functionality with slight limitations The richest functionality imaginable for a rather significant price
$25/user/month $75/user/month $150/user/month $300/user/month


To find out more about Salesforce editions, you can contact us by clicking the button below or see the details about each offering on the official Salesforce website. Also, you can ‘touch and feel’ the features within a trial period offered by Salesforce.

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ScienceSoft’s Service Cloud services

Service Cloud can offer quite a set of capabilities for your customer service. But this set is not ready-to-use. It is more like a Lego kit for your future customer service abilities. And it needs to be carefully arranged, adjusted, configured and sometimes even substantially reworked to make sure your business gains the most out of it. This is why ScienceSoft is ready to help regardless of your stage in the Salesforce-related decision-making process. Here are our main Service Cloud services.

Consulting

Consulting

We analyze your specific problem or situation and propose the ways how you can solve or improve it.

You may need a consultation in various cases, here are some of them:

  • You are unsure whether Service Cloud is your choice of a customer service tool. Here, we will analyze your specific situation as well as identify and examine your challenges. It will help us match your needs against Service Cloud possibilities. If it should be the choice, we can propose an implementation plan regarding your specific circumstances and carry out the entire project. And if it can’t, we will propose other tools that may suit your needs.
  • Your Service Cloud didn’t live up to your expectations. The tool might have been misconfigured, or some needed features might have been ignored during setup. To find the reasons for your Service Cloud’s performance issues, we can inspect your tool, find the root cause of its performance problems and provide needed optimizations.

Implementation

Implementation

If you are looking to implement Service Cloud from scratch or continue a paused implementation, our Service Cloud professionals can lend a helping hand. To make sure Service Cloud meets your customer service needs, besides the mere implementation, configuration and customization, we can perform all needed integrations. You may need to integrate Service Cloud with email, CTI, social networks or other Salesforce clouds, such as Sales, Marketing or Community. Or you may want to connect it to other systems and platforms, for example, to SAP, Magento, SharePoint, Office 365, Slack, ServiceNow, and so on. Our professionals will handle any type of an integration or implementation challenge that you have for us.

migration

Migration

There’s a huge chance you are already using a customer service tool, and you’d like to migrate to Service Cloud. Naturally, you need to transfer all the customer interactions data from the legacy tool into Service Cloud. And maybe even to mimic some of the features your legacy tool had. Or you may be currently using an older version of Service Cloud in Salesforce Classic, and you’d like to migrate to Service Cloud Lightning. Regardless of the migration type, our specialists will help you assess your needs, plan and carry out the migration. We also help you get your bearings with the new platform by organizing training for your staff.

support

Salesforce support and managed services

If you have your Service Cloud solution up and running, you still need to make sure it stays this way and keeps up with your changing business requirements. For these purposes, our Service Cloud specialists can deliver support and maintenance services as well as managed services. They include ongoing maintenance, system monitoring, bug fixing, issue resolution, feature enhancements, customizations, user assistance, and much more.

MAKE YOUR CUSTOMERS TURN THEIR FROWN UPSIDE DOWN

Service Cloud can turn struggling customer service into cherishing customer care. If that sounds good to you, click the blue button below, and get a free consultation.

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