Case Management
With this software, teams can assign cases to their appropriate agents based on custom filters (e.g. skillset, phone number, or language). Cases can also be routed via a specific order or in real-time based on factors like business urgency or the current availability of staff. Moreover, a multi-layer reporting system allows businesses to get complete visibility into incoming cases and shift resources as needed for better efficiency.
CTI Integration
Salesforce Service Cloud features CTI integration, a valuable tool that allows customers to track incoming calls. It integrates phone systems into their records, making it easier to respond quickly and effectively to customer inquiries. CTI integration is important for improving customer satisfaction as it improves speed, accuracy, and responsiveness with call management capabilities that keep operations running smoothly.
Contracts and Entitlements
With Salesforce Service Cloud's Contracts and Entitlement features, companies of all sizes can reap the benefits of properly managing and storing critical customer documents. Having access to extensive customer contracts records helps ensure the services are rendered on time, while entitlements help track services associated with contracts. Powering your team with Service Cloud Salesforce certification whenever a customer requests service or needs assistance provides better visibilit
Solution Management
Solution Management provides organised solutions that let customers quickly access knowledge related to their problems. As Salesforce Service Cloud's Solution Management feature works in real-time, it provides up-to-date solutions and encourages collaboration between businesses and customers. Companies can further aid customer service with this feature through enhanced search capabilities to find resolutions faster and automated workflows to act on new customer requests quickly.
Service Cloud Console
With expanded multitasking capabilities, agents can quickly access a customer's contact record, view all previous interactions, and update existing cases from one unified console. It reduces time spent tracking down customer data since it is automatically fetched as soon as the customer’s contact record is opened. Moreover, the console's advanced search feature ensures that customers' inquiries are directed to the right team or lead, saving time and effort for everyone involved.
Social Service
Social Service overview to seamlessly manage customer service inquiries from different social networks in one place. It fully integrates with popular social channels such as Twitter and Facebook, giving your team more powerful performance and campaign success analytics, arming you with real-time customer data and making customer relationships easier to track and manage on different platforms.
Communities for Service
Benefiting from the latest technology advancements, this feature allows companies to provide personalised experiences tailored to each customer's needs. With communities for service, customers can ask questions and receive help quickly with the ability to create topics and collaborate with other customers by sharing ideas and getting their opinions. Additionally, it automates workflows and simplifies case management capabilities.
Asset and Knowledge Management
Asset Management allows customers to quickly upload and store files, images, videos and other digital information on the Service Cloud platform. Meanwhile, Knowledge Management enables organisations to create a central knowledge base, best practices and stored files within the Service Cloud UI. Consequently, customers benefit from faster response times, higher satisfaction ratings and loyalty – resulting in improved business performance.
Partner Service Collaboration
Partner Service Collaboration allows companies to collaborate and communicate with their partner's customer service teams in a unified workspace. It additionally provides visibility into resolutions accepted by customers when working concurrently between multiple parties, giving teams more insight into efficient service strategies. Overall, Partner Service Collaboration deliver superior support experiences through streamlined collaboration efforts.
