Your Complete Guide to Service Cloud

Last week we gave an overview on Salesforce’s best selling product, Sales Cloud. In this post, we’ll be giving you the 411 on its customer service focused platform, Service Cloud. Since sales and service go hand in hand, many companies choose to implement both Sales Cloud and Service Cloud for their business. Depending on your business needs and goals, you can choose to add both or solely one of them. Just take a look below into all the wonders of Service Cloud and whether it’s the right choice for your business.

What is Service Cloud?

Salesforce Service Cloud is the ultimate CRM platform for customer service and support, allowing you to save time by automating service processes, streamlining workflows, and supporting agents with AI-powered predictions and recommendations. Service Cloud makes sure that your agents have all the tools they need to respond efficiently to customer questions and requests. With Service Cloud, you can deliver instant, personalized service and support to your customers. And because every company and its customers are different, you can customize Service Cloud to fit your needs.

Who is Service Cloud for?

Service Cloud is most helpful for your organization’s customer service and support teams. With Service Cloud, your team will be empowered to provide help to your customers and aid in retaining them, increasing their satisfaction and loyalty.

Studies done across companies using Salesforce Service Cloud show a huge spike in performance metrics including:

  • 40% increase in agent productivity
  • 41% increase in case resolution
  • 31% increase in customer retention

How does Service Cloud work?

Service Cloud is designed to deliver a better customer experience by providing a better agent experience. It equips agents with a service solution that offers a holistic view of every customer interaction across your business, allowing them to rapidly respond to customer needs on any channel, even from home. This suite of powerful productivity tools allows agents to resolve cases faster and turn every conversation into brand loyalty. Prebuilt performance dashboards and AI-powered predictions give your agents the insights to understand your customers while instant chatbot support allows them to provide one-on-one agent assistance. You can also add self-service portals and communities for more personalized support and happier customers.

A Salesforce certified consulting partner like SkyPlanner can guide you through your Service Cloud implementation and ensure it’s aligned to meet your business needs. They will import all your data and configure everything including leads, accounts, contacts, cases, team roles, and more. They will also set up workflows to improve your business processes, and security settings for your users to ensure safety and privacy.

What are some of the features of Service Cloud?

Service Cloud comes with numerous features including case management and AI-powered predictions. Remember you can always scale the platform and add custom features to your Quickstart package or standard implementation to further meet your business goals.

Here are some of the top features of Service Cloud:

  • Service Console (Agent Workspace)
  • Case Management
  • Omni-Channel Routing
  • Knowledge Management
  • Service Process Automation
  • Service Analytics
  • Telephony Integration
  • Automation with Macros
  • Asset and Order Management
  • Self-Service Portals

What are the benefits of Service Cloud?

  • Provide excellent customer care and increase your customer retention.
  • Increase service agent efficiency and decrease support costs.
  • Intelligently assign the best-suited agent to each inquiry.
  • Prioritize cases correctly based on priority and the scope of the work.
  • Seamlessly share service and support information across all departments.
  • Bring transparency at every level of to your organization while keeping security, data-protection, and compliance in place.
  • Stay on top of the latest trends and news in customer support.

If you’re interested in getting started with Service Cloud, let SkyPlanner be your partner and leverage the power of Service Cloud to fit your company’s goals. With our certified Service Cloud specialists and more than 600 implementations, our team brings a solid collective experience across different industries, and a proven standardized process to quickly implement Service Cloud for your business. To learn more, click here.

To get started on a Service Cloud implementation, please reach out to us by emailing or calling directly at 305-814-7597.

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