Salesforce Service Cloud Overview
Salesforce Service Cloud gives agents a holistic view of every customer, whether they’re in the contact center or working remote. Scale and optimize service by leveraging AI and integrating omni channels — like phone, messaging, and chat — directly into the agent workspace.
360 Degree View of Customer
Salesforce Service Cloud allows service agents to have an in-depth understanding of customers, from purchase history to preference, family members, recent cases etc. This equip service agents with the knowledge to provide the best service to customers.
Case Handling
Service agents can have a single view of all ongoing cases of customers via Salesforce Service Cloud Service Console. Managers can manage case SLA by KPI monitored from Service Cloud’s data. Efficiency of case handling can be enhanced by automation workflows.
Omnichannel Messaging
In Salesforce Service Cloud, customer interaction from all channels, including Whatsapp, Facebook, emails, calls, meeting, SMS, Live chat can be responded in a single view with customers 360 and knowledge support as back up. For more, visit CR for omnichannel.
Asset and Order Management
Salesforce Service Cloud records all orders made by customers as well as the products they own. Products can be related to serial numbers and service contracts.