Last Updated On November 17, 2022

How Salesforce Service Cloud Helps Organizations Empower Their Service Team

How Salesforce Service Cloud Helps Organizations Empower Their Service Team
By Team TIS

Today’s customers are not only well-informed, but they are also vocal and demand instant redressal of their grievances. For businesses to be competitive, they have to be customer-oriented to the level that they can reach out to customers on a one-to-one basis, anywhere, and across all platforms.

One of the biggest challenges facing service teams and strategists is the reach and power of social media platforms to do tremendous good or harm to a business. For example, customers who are dissatisfied with a product for several reasons take to social media to voice their discontent, if their issue isn’t redressed by the customer service team at the early stage. This can lead to adverse publicity and may take a long time to undo the damage.

To get a panoramic view of customers and be able to deliver more personalized service in a faster and better way, businesses need the help of a comprehensive cloud-based sales automation platform. The pioneer in this field of expertise is Salesforce, which offers its Salesforce Service Cloud services for Customer Relations Management (CRM) and customer engagement solutions.

By switching to the Salesforce Service Cloud system, businesses can easily take advantage of the array of automation options for service processes. The features and solutions on offer will enable businesses to positively change the performance of the customer service agents, and streamline workflow.

Features of the Salesforce Service Cloud Services

When a company opts for the Salesforce Service Cloud, the ecosystem created by the integration and implementation of its features empowers the business to create a memorable customer journey.

More satisfaction: Salesforce Service Cloud provides customer service agents with the tools to work better and react on time to issues and complaints. The features help the customer service teams to answer queries with ease. By providing the solutions that go into creating a seamless customer service experience, Salesforce Service Cloud increases productivity and gives the customer more reasons to return to the brand, product, or service.

Overall integration: Salesforce Service Cloud services make computer telephony integration simple as it is compatible with most phone systems. The Salesforce system can seamlessly integrate with back-office applications so that the service team can meet customer needs in a more personalized manner.

Salesforce Customer Success Platform: To engage effectively with social cases, which deal with customer-related issues across social media platforms, Salesforce Service Cloud offers the Customer Success Platform. This automated feature can listen and respond to the customer and give a comprehensive overview to the service team. The platform can send specific social cases to the appropriate service agent automatically.

Salesforce Lightning Console: Making simple service queries easily answerable by the service team is key to efficiently responding to customers across all channels and platforms. Salesforce Service Cloud’s Lightning Console seeks to provide solutions through features such as email-based case studies, keeping track of milestones, skills-based routings, and others so that service agents have a smooth experience that gives them an all-around view of the customer’s needs and preferences.

Mobile solutions: Salesforce Service Cloud recognizes that customers are preferring to access products and services on their mobile more than ever before, and creates a platform for them to access help and support on the same app. This is possible thanks to the Snap-ins feature, by which customer support is accessible on the app. Snap-ins provide interaction options like video chat with customer service agents and on-screen assistance. The Salesforce mobile app gives customer support managers the data they need, in an organized manner and easily accessible on their mobile devices.

Salesforce Self-service community: When customers can solve basic issues by themselves from any location and at any time, it allows service agents to give themselves to solving more complicated problems. To enable this environment, Salesforce Service Cloud and Community Cloud offer the option of a customer portal that gives them access to the knowledge base and community resources. Here, they can ask questions and get answers and suggestions, read helpful articles, and exchange notes.

Dashboards: Businesses can track key performance indicators and monitor all important metrics to get a clear overview of performance, be it the time taken by the service team to handle calls, or ratings done by customers to show their level of satisfaction. Salesforce Service Cloud’s dashboards can be customized as per need.

Field Service Lightning: A more connected service experience is made possible by the Salesforce Field Service Lightning, which can manage orders and jobs in real-time, and track them as well. This Salesforce Service Cloud solution can also schedule work and update customer-related data at any time and at any location. To put it simply, the Salesforce Field Service Lightning gives agents and other teams the tools to deliver the best customer service possible.

Add-on Features 

Salesforce Service Cloud services offer several add-on features that are customizable according to the specific needs of the business to optimize results, such as:

Community Cloud: The Salesforce Community Cloud gives customers a common platform to engage with the brand, give feedback and develop a deeper relationship overall.

Knowledge Base: Get the ability to make knowledge management a smooth ride by providing the correct answers to problems and queries and enhancing the experience of both agents and customers.

Live Agent: Talk to customers and develop leads online on live chat. The ability to interact online in real-time increases agent productivity and customer satisfaction.

Best Practices

Technology has ensured that customers now have little patience with slow responses and sluggish service, and are willing to take matters into their own hands to get fast redressal. Their presence on social media means their disappointment can quickly become a big problem for the brand’s image.

To make sure that customers get the best possible experience, Salesforce Service Cloud integrates the best practices in customer service by making the most of Customer Relationship Technology (CRM) technology. The use of CRM brings in improved communication across the board and helps to grow the business.

Designed specifically to take advantage of every available engagement channel and platform, Salesforce Service Cloud is regularly updated with the latest best practices prevailing to solve problems efficiently.

Manage customer expectations: Customers can often be unreasonable in their expectations from a brand, so it is in the business’s best interests to not make offers that it can’t fulfill. Customers should be informed about what exactly they are getting, and effort should be made to meet and exceed this. It leads to increased customer loyalty and less adverse publicity for the business.

First impressions are often the ones that last, so Salesforce Service Cloud empowers service agents with support infrastructure and tools to make a great impact on new customers and increase their interest in the brand. The Service Cloud system offers multiple options to make a strong relationship with the customer.

Salesforce Service Cloud Consultant

Businesses who move to the Salesforce Service Cloud system from legacy systems might find it complex to implement and integrate their existing data and service teams. This is where the Salesforce Service Cloud Consultant comes in. The consultants put to use their in-depth knowledge of the Salesforce Service Cloud features and solutions to verify that the services can be implemented successfully.

Salesforce Service Cloud Consultants assist the business by designing service solutions, formulating macros, creating customized apps, and OmniChannel integration, which is all Salesforce-based solutions. This can increase the company’s presence in the market and provide excellent service.

Their in-depth understanding of the dynamics of the contact center industry, when combined with expertise in cloud computing, enables them to design solutions on the Salesforce Service Cloud framework. The consultants have skills in implementing various apps that cater to customer service.

Core tasks performed by Salesforce Service Cloud consultants

By using their Salesforce-based skillsets, Salesforce Service Cloud consultants endeavor to successfully implement a range of Salesforce Service Cloud solutions and services. Their core tasks include:

  • Identifying, reducing, and removing risks by designing and implementing Salesforce-based business solutions, configuring the service cloud, ensuring their delivery, and associated troubleshooting. Salesforce-based solutions are designed to be easily scalable and maintainable.
  • Managing and meeting the needs and expectations of customers by creating a service ecosystem that prioritizes customer needs and preferences. Typically, this would involve mapping client preferences by integrating into Salesforce Service Cloud design.
  • Enabling a streamlined experience for service agents to make them more productive. This directly leads to customer satisfaction and increases their confidence in the brand.
  • Analyzing and reviewing processes as well as formulating changes in management style and practices to chart a long-term plan for the business’ growth. Consultants are also entrusted with collating and organizing training sessions for team members, and end-user documentation.

Overall, Salesforce Service Cloud consultants are skilled in documenting technical resources and have in-depth knowledge of designing solutions. The latter could include an understanding of web services, VisualForce, and other Salesforce-based solutions and services.

Consultants are well-versed in Salesforce Service Cloud administration and data mapping design. This places the Salesforce Sales Cloud consultant in a pivotal role within a business’ service ecosystem, in which he is responsible for providing day-to-day support and maintenance. At the same time, the consultant suggests and designs solutions for improving the performance of sales teams and achieving business growth.

Salesforce Service Cloud consultants bring with them the knowledge of implementing projects, problem-solving skills, a deep understanding of the Salesforce system, and analytical skills, and are well-versed in internet technology. They have computing technology expertise and data management and database concepts.

Salesforce Service Cloud Implementation

Successful implementation of Salesforce Service Cloud services involves several processes, checks, and changes including migrating from the legacy system in use. Businesses looking to change to the Salesforce system will benefit greatly by bringing in Salesforce Service Cloud consultants, who will use their skill sets to successfully implement Service Cloud solutions and services. The implementation process broadly involves:

Customizing: To deliver a frictionless, scalable, and easily maintainable experience, customization of the Salesforce Service Cloud is important so that it serves the specific needs of the business.

Aligning goals: Putting their experience and skills to use, Salesforce Service Cloud consultants will formulate a plan or strategy that will be in tune with the businesses’ goals, based on what it does and the industry it is in. To achieve this, consultants will collate key metrics that drive the business organization.

Data migration: Salesforce Service Cloud consultants will migrate the existing customer relationship management (CRM) data to the Service Cloud, ensuring no data is lost in the process. This integration of CRM with Service Cloud will ensure that data flows both ways uninterrupted, leading to quicker access to data for customer service agents.

Dry runs: It is preferable to run several tests on the system to ensure complete integration has been implemented, and the new system is synced with production. This will serve to avoid glitches when the system goes live.

Training: Not only the technical teams but the agents and representatives too also need to be trained in using the newly-implemented Salesforce Service Cloud system. This training will be imparted by consultants involved in implementing the new system.

Implementing Case Management

Manage cases: Customer service agents will mainly use cases to engage and interact with customers. How a business manages cases has a direct correlation with the level of customer satisfaction, so the relevant departments and teams should ensure that cases have been correctly configured before the implementation of Salesforce Service Cloud solutions and services. To streamline the process, Salesforce Service Cloud offers several options.

Case teams: This feature makes it easy for team members to be sorted into groups that will work on cases together.

Queues: When the inbound customer calls traffic is high, the Queues feature can be deployed to hold calls while customer service agents attend to prior callers. This way, the cases can be taken up as and when agents become free to do so. Combined with the assignment rules feature, it becomes an effective tool for agents.

Auto-response: Customers can immediately be sent an automated email response when they email customer service for solutions. This reassures them that their issue is being taken cognizance of, and will be followed up by a customer service agent within a stipulated time.

Tools for Agents

The next stage of Salesforce Service Cloud implementation involves the automation of repetitive tasks currently being performed by customer service agents. This frees up the agents to concentrate more on the customer and interact better.

Mass Quick Actions: Up to 100 records can be updated by the agent using this feature.

Service Cloud Channels: To reduce the time spent on flipping through screens in search of solutions by customer service agents, Salesforce Service Cloud collates and records all interactions with clients and customers across a variety of engagement channels. This would include email, phone, social media, and online self-help communities among others. The Service Cloud can also automate case creation, with solutions such as emails and screen flows for phone calls. This enables the service team to smoothly and successfully manage, interact and update customer service requests.

Quick Text: Customer service agents can use the Quick Text feature to insert a stock or predefined sentence or words into chats, emails, and other customer engagement channels.

Split View: By using the Split View feature, agents can open a list and check records at the same time.

Macros: This is a tool for automating repetitive tasks. The Macros feature enables businesses to give instructions to the system on how a task should be done. This could include answering simple queries from customers. It is also useful for sending emails, choosing email templates, and updating case statuses on the go.

Email Templates: Having a set of email templates makes it easy to give automated standardized responses to customers. To make this possible, the templates can use details specific to cases, such as subject or name. Templates also allow for customization by the agent or service team member before it is sent.

Omni-Channel: Businesses with sizeable teams and locations need a central communication hub that can host several interactions at the same time. This is achieved by implementing Salesforce Service Cloud’s Omni-Channel feature, which gives businesses the flexibility to configure routing rules. A well-oiled communication hub can greatly increase agent productivity.

Using the Omni-Channel tool, managers can get an overview of the number of assignments that each customer service agent is handling. This important Salesforce Service Cloud feature also helps managers to assist agents as and when required, and uploads chat and voice logs and transcripts in real-time

Salesforce Sales Cloud Developer

As a platform, Salesforce Service Cloud offers a wide array of apps, tools, solutions, and services. These need to be integrated as per the specific and unique needs of a business, and apps and systems have to be designed and built. Salesforce Service Cloud developers bring in their deep understanding of the Salesforce ecosystem, and knowledge of cloud computing and are well-versed in several commonly used programming languages.

Their creations, apps, designs, and systems help to personalize the customer experience. Customer service agents can now centrally access information and records of individual customers and track their journey to provide better support and redressal

By successfully integrating Service Cloud, developers work to reduce repetitive manual tasks as far as possible and increase agent productivity. They also enable customer service agents to get recommendations and tips from the artificial intelligence (AI) tool Einstein Recommendation.

Developers are instrumental in helping the business achieve its long- and short-term goals by using customer analytics and support data to its benefit. This data gives the business an edge over its competitors in the market.

Their solutions help to escalate cases based on importance for a speedy resolution and customize case records. As Omni-Channel supervisors, Salesforce Service Cloud developers enable customer support managers to have a panoramic view of team performance so that work can be allotted based on individual agent skills.

Understanding the Importance of email as a customer engagement tool, developers customize a business’ systems to receive emails on a customer support address, identify them as cases and route them to the service team. They create and maintain customized live chat and chatbot modules for real-time customer support.

Key Functions Performed by Service Cloud Developers

To achieve the goals mentioned above and implement Salesforce Service Cloud successfully, developers offer:

Implementation: By designing apps and solutions based on their evaluation of the company’s business processes, Salesforce Sales Cloud developers implement Service Cloud seamlessly.

Integration: Developers make it possible for managers and business owners to have a 360-degree view of CRM data from various systems, in a single place.

Consulting: Salesforce Service Cloud developers create and design effective short- and long-term customer service strategies.

Automation: Repetitive manual tasks are automated by developers, thus increasing the efficiency of service agents.

Customization and maintenance: Salesforce Service Cloud developers use their varied skill sets to customize the Service Cloud as per the business needs. They also work to keep the system running smoothly, and upgrade it regularly.

Salesforce Service Cloud: An Essential Component to Power Your Business

It is now clear that businesses of all sizes, sectors, and industries are switching over to Salesforce Service Cloud services to bring about a massive change in customer service. Using Service Cloud, businesses can deliver customer service faster, with a smarter approach and the ability to connect with customers in a more personalized manner. What makes it a comprehensive solution is the power of Salesforce Service Cloud to offer these capabilities across channels.

Now, companies can empower their service agents with the necessary options and tools that make the customer journey all the more memorable. Service Cloud ensures that CRM data is maintained and accessed securely, so that customer data privacy is maintained at all times.

Through its certified consultants and developers, Salesforce Service Cloud ensures that it is the best CRM service solution by enabling flexibility in communication and interaction with customers and gathering data from these engagements. Salesforce Service Cloud developers constantly monitor and upgrade the business’ systems, maintain applications and systems, and fine-tune processes to achieve better overall productivity.

By Team TIS
Recent Article

You May Also Like

The Minimum Viable Product: Everything You Need to Know
By Team TIS
Last Updated On December 01, 2022
10 Headless CMS Platforms You Need to Know in 2023
By Team TIS
Last Updated On December 01, 2022
Top 15 Best Practices of Web Application Development
By Team TIS
Last Updated On December 01, 2022