Does your firm have a client support department or are you preparing to form one? In case you’re aiming to manage the process in the most reasonable and most efficient way and desire to supply your clients with the highest service and support, think of the directive of the Service Cloud, a customer relationship management forum that was specially designed by Salesforce for these purposes.
In this Salesforce Service Cloud guide, we’ll show you the rundown on what it can be utilized for, its abilities, benefits, and components. We’ll demonstrate why Salesforce Service Cloud is a reasonable explanation for customer support training and give use cases of how to use its characteristics to solve common issues that customer support departments face.
What Is Salesforce Service Cloud?
As said before, Service Cloud is a Salesforce forum, designed for delivering top-notch customer aid, keeping clients satisfied, and teams.
Dwelling on what is Salesforce Service Cloud is utilized for, it’s important to mention that its primary aims are to:
- Streamline the procedure of customer support teams.
- Manage case administration and route cases,
- log data trim and form reports,
- Automate different actions to conserve time and reduce manual work.
- All resulting in customer delight alongside more rapid and better rate support.
That said, the benefits of Salesforce Service Cloud include personalized awareness to each customer, the urgency of the first reaction to questions and issues, as well as accessibility on various kinds of machines. Plus, the system is entirely integrated with back-ends, other Salesforce tools, and plugins.
Salesforce Service Cloud Vs Sales Cloud
Merely put, the Salesforce Service Cloud platform was created for marketing with inbound customer approval aims. On the other hand, Salesforce Sales Cloud software is a separate product that’s developed for sales teams. The two have many elements that are alike, thus, the selection between them relies on your needs: making sales or delivering customer service.
Salesforce Service Cloud Features & Tools
Although most functions of a customer support team revolve around driving cases, there are also countless other Service Cloud functions that were designed to streamline work procedures. Among the primary things, the Salesforce Service Cloud functionality hides to supplement case-control and to enhance the overall work efficiency of the experts includes:
- Case Management: perhaps the considerably important Salesforce part in Service Cloud for managing the work of a customs clearance department with a case system.
- Agent Workspace: the part is used for equipping your service team with fast and uncomplicated access to all the things that are essential for their fruitful work using the agent console.
- Service Process Automation: helps to destroy a lot of manual labour by setting up automatic processes, it also permits designing of automated procedures which can hike the professional through what should be done step-by-step when deciding specific issues through tools like scripts and reply requests for guidance, there’s a chance for AI Chatbot integration which gains understanding based on actual customer support chats with your clients.
- Knowledge Management: is required for resolving problems faster, that said, answers for repetitive issues are jotted down as Q/As or articles to be reused, the solutions can be used by employees and even customers in the self-service arrangement if you wish.
- Omni-Channel Routing: used for automatically setting cases, information, and assignments for the best available specialist based on their talents or workload to close cases, actually.
- Service Analytics: displays data regarding an employee’s version, the importance of cases, to expect customer trends, etc. right on the dashboard.
- Telephony Integration: a computer telephony plugin that lets counting calls into Salesforce without the necessity to use exterior tools. There also exists Service Cloud Voice software which is an AI-powered voice transcription device.
- Other features: along with that, Service Cloud delivers the chance to support clients on a multi-channel level, the opportunity to create cases automatically on a web-to-case or email-to-case basis, industrialization with Macros, support and order management, as well as the collaborative agency called Quip for helping workers operate in a team more successfully, among other functionality.
Now that we’ve shortly over-viewed the potential features, let’s find out how they assist in overcoming the typical customer service team challenges.
Solving Client Support Team Challenges with Service Cloud
There’s no refuting that delivering quick and high-quality support and supporting clients happily is the core aim of every support team. However, customer service agents and full support teams often encounter numerous problems during delivering their work.
Below, we’ll step you through the often occurring problems which contain support specialists from completing their job in the best possible way and give answers on how specific Service Cloud tools solve these problems.
Taking too long to allocate necessary data due to the lack of tools
In many cases, support specialists fail to have and help a client not due to the lack of talents but because of not having the right tools. When there’s work in collecting or distributing the required data, it can cause frustration and squandered time on untangling puzzles of communication. This is particularly common when serving numerous customers at a time.
Typically, clients don’t like to wait. Therefore, adjusting to the fast-paced environment and delivering the service within reasonable time frames will permit you to create trust and decrease the chances of the client’s dissatisfaction.
The Salesforce Service Cloud delivers flexible solutions to make such problems history: an organized Agent Workspace coupled with a comprehensive console and Case Management.
The Agent Workspace is provided by the Service Console, which has a convenient layout that can be personalized with various panels showing all the key data upfront and in a structured way. Cases, accounts, orders, and anything else that’s required for running up work is right before your eyes. The console also delivers ultimate navigation. The workspace is customizable, thus any required sections and devices can be pulled out for faster access, f.e. the data management Q/As.
Resolution times are slow as too much time is wasted on manual work
Having unstable workloads is another often occurring issue among customer service teams. As a rule, numerous hours are spent on achieving repetitive movements by hand or on making excessive movements when assisting a client. Of course, this slows down the method of resolving cases.
There are several items the Salesforce Service Cloud delivers for this: revolution automation devices and handy integrations, such as telephony.
First, the Service Cloud permits automating numerous processes in order to facilitate manual work. Some of these can be auto field updates, fixing up reminder messages, or the ease of making send-outs with email templates. What is more, Service Process Automation was created to help you customize automated assistance methods, especially for your team. That said, using drag-and-drop functionality, you may create a path for your professional that’ll show how a patient should be handled step by step, often in the form of a script.
One more service process industrialization feature is the live agent. With different setups, you can incorporate a chat service that would deliver customers online help in real-time without delay. The AI chatbot learns from earlier replies, which were given to your clients using chats and provides personal service.
Another often encountered challenge by assistance teams is while speaking with clients during calls. A plugin solution, Telephony Integration, makes it easy to accept and make calls right from Salesforce. Among the top perks of the integration is that all customer data in the company is available to the professional before answering the call. Plus, the design automatically logs calls, documenting every point from movement history to date of the last call or contact history, as well as updated reports and other linked things accordingly.
Not knowing how to reply to a customer’s question
There are numerous cases when a professional lacks the necessary knowledge or expertise for addressing a situation or answering a client’s question. In order to not be seen unguarded and to avoid vague answers which can ruin the overall customer experience, the Service Cloud offers to take advantage of its Knowledge Management and Omni-Channel Routing components.
The accessibility to different productivity tools that are at hand, including AI-based guidance tools that can lead a specialist via the steps of what should be done the following, is essential for helping professionals grow, become more profitable at what they do, make fewer errors, and deliver better support. Thus, to make the procedure faster, it is deemed good practice to count the Salesforce Service Cloud Knowledge Management right to the Agent Workspace.
The knowledge base tool was developed for professionals to gather the best practice articles and Q&A answers for others to reuse. By having quick entry to the context inside the base with ready-made answers that are equipped to assist a Support Expert in taking the case, it becomes much easier to reply to clients accurately and to resolve cases.
What is more, when there’s an inadequate system of incoming case allocation, situations when a professional faces the necessity to take an issue that’s out of his/her competence evolve into a frequent problem. The Omni-Channel Routing device provides the option to set up how client queries and studies are directed to queues and to specific experts based on not only availability and workload, but more significantly on their goods and skill sets. This means that the system routes the appeal to the most suitable man for the job, resulting in fewer extreme call transfers and case re-assignments.
Ineffective data monitoring and processing
At times, managers come across the problem of assessing the implementation of their team, work-ability, and other metrics dealing with clients. The Service Cloud Service Analytics delivers extensive reports and dashboards, which make it simple to monitor and keep the way of data, such as the numeral of incoming calls, processed demands, created and resolved cases.
The reports can provide a clear sense of the work volumes, help to imagine the progress of teams and respective employees and make it feasible to see the case trends and benchmarks. To top that, you can create and configure the information fast by customizing what you’d like to visit, thus even your license agent can create use of this data key to assist in making the right decisions. Keep understanding about workforce management to reach the most useful results.
In conclusion, the Service Cloud is indeed a handy platform for optimizing and running customer service processes effectively. The software is very customizable to tailor the needs of each business, allowing everyone to stay and provide clients with more suitable and prompt customer service. We hope that his Salesforce Service Cloud outline was useful, and if you have any extra questions, we’d be satisfied to offer you Salesforce permission and assistance!
E-mail id: [email protected]
Author - Johnson Augustine
Chief Technical Director and Programmer
Founder: Airo Global Software Inc