SalesForce Service Cloud Feature
By this channel , your customer support will conquer as it enables as many communications as you want . No matter whether it is by web , email , phone , web , social media ( Facebook , Twitter , Instagram) , video chats . It has power to bring cases from all the channels and then allocating it to appropriate agents on the basis of there pre set conditions .
Salesforce service cloud is pre equipped with whole case cycle which includes creation , assignment , escalation , reassignment and closure . And that's not all , you can even specify parameters for specific set of actions which needs to be performed after every step and service cloud will perform automatically .
It act as a personal work space for every agent , as it facilitates them with viewing case history , customer information and also enables agent to look for needed knowledge articles related to case record .
Knowledge base enables service agents to search for needed answer with the use of knowledge base for agents . It also has the ability to access how useful each article is and at the same time can make the base more helpful as you are actually improving less useful article accordingly .
Process And Routine Automation
Service cloud has inbuilt feature to process automation using workflows , approvals , macros , email template and so on . For instance say some customer is highly dissatisfied , then customer service manager will send request to its manager to approve some kind of discount/ incentive to customer in order to satisfy him . Once upon the approval of manager , customer service person can give discount/incentive to customer . Now say customer service manager has again seen 7 similar cases , then he can run the macros to answer all of them on one go and successfully resolve the cases . Thereafter he also runs macros to close the cases automatically . These type of automated task saves on the time of managers .
Service analytics is powered by Salesforce Einstein accessible by both service agent and service manager which provides deep insight about different departments and agent performance . It enables to view reports from different aspects like average customer satisfaction rate (CSAT) , first contact resolution rate and so on .
In most cases in service industry , sales agent requires coordination with field workers . And that is what field service is all about , it allows appointment , scheduling , tracking and more .
Self Service Communities
Salesforce service cloud provides possibility to create self service communities , by which customers can find solutions from knowledge base access . And in order to make community experience more friendlier , a chat module can be added along with it which enables customers to directly connect with one to one chat with agent , it they don't find answer of their interest .
Einstein bots reduces the needs of actual agent time and interaction as it provides automated answer to customer questions about their order status , flight details and so on . And if chat bots is not able to answer to customer questions , then only it will transfer customers to agents in the area of customer's problem .
If you still lack with somethings in service cloud functionality , you can start using Salesforce customer service apps .