Service Cloud is part of the Salesforce platform. It enables you to embed better, faster, more effective customer support right into your Salesforce instance. Plus, there are tons of amazing tools built in that allow #AwesomeAdmins to maximize how their users and agents experience the platform, in addition to helping them be even more productive.
What is Salesforce service cloud and how does it work?
Salesforce Service Cloud features customer service scripts that help agents streamline customer conversations, capture all needed information, and reduce errors. For call centers, scripts are essential for high performance in both inbound and outbound calls.
What is service cloud and how does it work?
What is Service Cloud? Service Cloud is built on Salesforce Customer 360, giving you a 360-degree view of your customers and enabling you to deliver smarter, faster, and more personalized service. In addition to being a pioneer in cloud-based sales force automation, Salesforce is the recognized leader for CRM customer engagement.
What are the customer service tools and features from Salesforce?
Customer Service Tools and Features from Salesforce. Salesforce Service Cloud features customer service scripts that help agents streamline customer conversations, capture all needed information, and reduce errors. For call centers, scripts are essential for high performance in both inbound and outbound calls.
What is AI-powered Salesforce service cloud?
AI-powered analytics enable customer service managers to quickly and easily identify the strengths and weaknesses of their agents, assisting upper management in finding areas where coaching and improvement are required. Salesforce Service Cloud also provides support for agents in the field.
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Is service Cloud included in Salesforce?
Is Service Cloud part of Salesforce? Service Cloud is a product offered by Salesforce. Salesforce provides software solutions to businesses, and Service Cloud is its CRM solution for customer service teams.
How do I know if I have Salesforce service Cloud?
You can check either the user assigened Service cloud feature license under the user details page with "Service Cloud User" is ticked or not. also from setup -> company information, you can find out the total list of feature licensed enabled in your org and used licenses, remaining licenses.
Is service Cloud a CRM?
Service Cloud and Sales Cloud are both CRM applications on the Salesforce Platform. Service Cloud helps businesses support existing customers through its customer service console, live chat, and communities software.
What is the difference between Salesforce sales Cloud and service Cloud?
Service Cloud is an add-on to Sales Cloud. Sales Cloud includes Cases and Email-to-case, whereas Service Cloud includes features like Entitlements and Milestones. It is mainly omnichannel. The console is an added feature in Service Cloud, setting it apart from Sales Cloud.
What is a Salesforce service Cloud?
Salesforce Service Cloud is a customer relationship management (CRM) platform for customer service and support. Salesforce based Service Cloud on its Sales Cloud product, a popular CRM software for sales professionals.
How do I implement a service Cloud in Salesforce?
7:0312:29Salesforce Service Cloud Implementation - YouTubeYouTubeStart of suggested clipEnd of suggested clipTeam select any amount of users that you'd like to add. You can prioritize different queues of workMoreTeam select any amount of users that you'd like to add. You can prioritize different queues of work using routing configurations.
How do I enable service Cloud in Salesforce?
To enable the service console:On the Salesforce Setup page, navigate to Administer > Manage Users > Users.Click the Edit link for the desired user.Select the Service Cloud User checkbox; then click Save. ... In the Search box, search for Apps and click on the Apps link.Select the Console option and then click Next.More items...•
How do I create a service Cloud in Salesforce?
Go to Setup => Search as 'Users' => List of users will be displayed. List of users is displayed => Click the 'Edit' link beside it. Enable Service Cloud User checkbox and click the 'Save' button. Then provide visibility to the Service Console.
What is Salesforce Service Cloud?
Salesforce Service Cloud a customer relationship management (CRM) platform for customer service and support. It could be one component of an overal...
Is Service Cloud part of Salesforce?
Service Cloud is a product offered by Salesforce. Salesforce provides software solutions to businesses, and Service Cloud is its CRM solution for c...
What is the Service Cloud license for Salesforce?
Purchasing a Service Cloud license will immediately grant your organization access to Salesforce Service Cloud. As long as you continue to pay for...
What is service cloud?
Service Cloud allows you to deliver service to every customer, anytime, anywhere. It is a part of Salesforce Customer 360, an ecosystem of connected mobile and social tools powered by the cloud. Service Cloud draws powerful insights about your customers and streamlines not only customer service but also your sales and marketing efforts. Our tools encourage you to build strong customer relationships across sales, service, marketing, communities, analytics, apps, and even IoT.
Why is the service cloud important?
Companies of all sizes and across all industries are using Service Cloud to transform customer service. With Service Cloud, companies have been able to deliver faster, smarter, and more personalized service to their increasingly connected customers across multiple channels. Companies are empowering their agents with the tools they need to increase customer engagement and are seeing significant improvements in customer satisfaction as a result. Visit our Customer Stories page to see how companies are reimagining customer service with Service Cloud.
What is Salesforce Lightning Console?
The Salesforce Lightning Console was designed with agent productivity in mind. With features such as email to case, skills-based routing, macros, and milestone tracking, Service Cloud gives agents the tools to quickly and efficiently respond to customers on any channel. Agents enjoy a streamlined, intuitive experience that gives them a 360-degree view of your customers, a comprehensive knowledge base, and access to company experts. It’s not just about your agents; your entire organization can glean insights from a case history or help provide technical expertise that answers a common service question.
What is Salesforce dashboard?
With Salesforce’s customizable reports and dashboards, you can monitor your service metrics and track key performance indicators that are important to your business, whether it’s the customer satisfaction score or average handle time. Dashboards provide high-level visibility at a glance, and customizable reports let you drill down for detailed information on the performance of your customer engagement center, call center, or help desk. Creating your own reports and dashboards is a snap; there’s no need to wait for overloaded IT resources.
How to treat social channels in Salesforce?
Treat social channels just like email and phone. Listen and respond to customers across a variety of social platforms and automatically route social cases to the right agent at the right time. Because social customer service is an integrated, seamless part of Salesforce Customer 360, your social care team gains a comprehensive picture of the customer before responding. This 360-degree view of the customer empowers agents with the ability to engage customers on the social channels where they are talking.
What is field service lightning?
Field Service Lightning is our field service management solution built on Service Cloud that provides your business with the essential tools to deliver a faster, smarter, and connected customer experience from the contact center to the field. Field Service Lightning lets your business create and track work orders, manage assets, schedule work intelligently, view and manage jobs in real time, and access and update information from any mobile device. With Field Service Lightning, you can transform the connected customer experience and equip your agents, dispatchers, and mobile employees with the tools they need to deliver powerful customer service anytime and anywhere.
What is self service community?
A self-service community is a customer portal that allows you to help customers help themselves. Delivering self-service means showcasing your knowledge base and offering case management to customers, so they can get answers to their questions anytime, on any device, from community content or peers.
What are the cloud services Salesforce offers?
Salesforce offers two cloud services—Software as a Service (SaaS) and Platform as a Service (PaaS). Software as a service refers to providing access to software directly over the cloud. Salesforce has a broad range of SaaS services, including CRM software, business analytics software, and corporate social sustainability analytics. Due to this large ecosystem, Salesforce has a development environment called Platform. This PaaS product enables developers to develop native Salesforce applications directly through the cloud.
How do I know if I have Salesforce Service Cloud?
You can check if you have a Service Cloud license by navigating to the licenses section from your Salesforce dashboard. Log into Salesforce and navigate to Setup in the sidebar on the left. Then go to Company Settings > Company Information > Licenses. Once there, look at your list of licenses. If you have Service Cloud, it should appear with Active written in the Status column.
What is SOS cloud?
Service Cloud offers Snap-ins, which let you embed customer support directly into your apps, from case management to SOS. In fact, SOS is changing the way companies provide in-app mobile support, with live agent video chat, screen sharing, and on-screen guided assistance.
What is self service community?
A self-service community is a customer portal that allows you to help customers help themselves. Delivering self-service means showcasing your knowledge base and offering case management to customers, so they can get answers to their questions anytime, on any device, from community content or peers.
Agent Workspace
Allow agents to seamlessly handle cases from one screen with an easy-to-use service console. Equip them with built-in productivity tools and a 360-degree view of every customer.
Automation & Workflow
Create end-to-end workflows to automate and scale repetitive business processes with drag-and-drop simplicity.
Case Management
Resolve cases faster by combining automated processes with easy access to the full details, context, and history of every case and customer interaction.
Incident Management
Major disruptions happen. Address them quickly by ensuring your teams can identify, track, and fix issues with proven workflows.
Knowledge Management
Drive quick case resolution and maximize agent productivity with recommended articles and optimized article search.
Omni-Channel Routing
Automatically match cases from any channel — messaging, chat, social, email, and voice — to the right agent based on skill set and expertise.
Reporting & Analytics
Boost team efficiency using prebuilt dashboards that monitor agent performance, key KPIs, and channel usage, from anywhere.
How to contact Salesforce?
Salesforce has all kinds of add-ons, apps, and additional products to help your company stay ahead in your industry. Call us at 1-800-667-6389 to discuss exactly what kind of products you’re looking to add and how we can help.
Does Salesforce integrate with MuleSoft?
In many cases, Salesforce products integrate directly with many outside applications and systems to help you connect your data. For those that don’t have built- in integration, like on-premises data sources, you can purchase licenses of MuleSoft, work with our integration partners, or use apps on AppExchange.
Does Salesforce have a monthly or multiyear subscription?
Most Salesforce products use annual contracts, but Salesforce subscription terms vary, like Salesforce Essentials which offers monthly or even multiyear payment options. Chat with a sales representative to discuss payment and billing options for your products.
What is Service Cloud?
One of the critical features Service Cloud offers is the ability to automatically handle incoming cases to make sure nothing gets missed, just like how Sales Cloud has the Lead Auto-Response and Assignment rules. When a new customer ticket comes into the system, Salesforce can automatically provide the customer with an Auto-Response email acknowledging their issue and then run through configured Assignment Rules to route the ticket to the right agent or team.
What is sales cloud?
Sales Cloud is focused for sales reps and sales managers, with all key functionality geared towards account acquisition, the sales funnel, and closing deals. Similar to how Sales Cloud is geared towards sales reps and sales managers, Service Cloud is geared towards service agents and service managers. Key functionality is focused on agent efficiencies, customer experience, and managing customer service issues in line with your company’s processes and SLAs.
What is email to case in Salesforce?
Another nice feature in Service Cloud is called Email-to-Case which lets you route emails coming in to a specific inbox to Salesforce directly. For example, if customers frequently email in to a support email like [email protected], you can have inbound emails to that address sync automatically to a Case in Salesforce so you don’t have to worry about a person manually monitoring that inbox. Once the Case gets created, your Auto-Response and Assignment Rules will run normally! Email-to-Case is a great feature, though it does have several limitations. Thankfully, Email-to-Case Premium plugs a lot of the holes in normal Email-to-Case with enhancements to the native infrastructure.
How does Salesforce assign new leads?
Salesforce has a great guide for Lead routing with links to resources on how to do Lead Assignment in Salesforce. Sales Cloud also has Lead Auto-Response Rules for automated follow-up for eligible leads. For example, if a Lead comes in from an online information request form then Sales Cloud can automatically send them an email thanking them for their interest and letting them know a rep will be in touch soon.
What is the core feature of Salesforce?
Whether you’re in sales or service, the common thread is the customer, which is why one of Salesforce’s core features is the ability to manage your accounts and key contacts within that account. We won’t get too in-the-weeds with this since it’s core Salesforce functionality, but rest assured that Accounts and Contacts are central to both Sales and Service Clouds.
Does Salesforce have live chat?
With Omni-Channel, you can now roll out multiple support channels for your customers! Salesforce offers native Live Chat, which can be embedded on any webpage, not just Salesforce pages. Salesforce also offers native SMS support so your customers can text from their smartphone while your agents stay in their Salesforce console. Salesforce has also rolled out Service Cloud Voice, which is their CTI tool for handling and routing incoming calls through Salesforce.
Can you add products to a sales cloud quote?
Many industries have a sales process which necessitates complex quote building. Sales Cloud has that functionality as well! Basic Sales Cloud Quote building allows for adding in products, their quantity, pricing, and any discounts. A single Opportunity may have multiple quotes as your Sales rep negotiates the deal, but you can always pick which quote will “sync” to pipeline reports and forecasting. You can also just add Products underneath an Opportunity if you don’t need to go the route of formal quotes.
What is the difference between Service Cloud and Sales Cloud?
Sales Cloud gives you the ability to open Cases (issues) and relate them to Accounts, Contacts; etc. While The Service Cloud is a superset of Sales Cloud, meaning you get everything that is in Sales Cloud PLUS some other features. 5.
What is service cloud?
With the Service Cloud platform, you can embed customer support into your existing mobile apps and websites. It’s seamless, and it makes it possible for your agents to deliver in-app mobile support through tools like Embedded Service and Chat. Now, customers can see and talk with an agent anytime and anywhere.
What is sales cloud?
Sales Cloud puts all your customer information in one place, gives you insight into your customers, and even gives you intelligent alerts about the best leads. You can see real-time reports of how the business is doing, and the intuitive workspace helps you be productive.
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