Salesforce Service Cloud

Salesforce Service Cloud helps you elevate your customer service management and strengthen customer relationships.

Service Cloud provides you with a 360 view of your customers as well as the essential tools your service team needs to make customer service your competitive advantage.

Benefits & Features of Service Cloud

• Utilise Omni-Channel Routing to deliver smarter service by automatically matching cases to the agent with the best skill set and availability to solve them

• Engage internal and external customers through phone, chat, SMS, email and social media to provide support

• Free up your agents time and speed up case resolution with Knowledge Base

• Enhance your customer service experience with Lightning Service Console, providing productivity tools like macros, keyboard shortcuts, and ready-to-use templates to improve agent efficiency and gain 360-degree view of every customer

• Maximise agent productivity by automating common, repetitive, multistep tasks to resolve customer issues more efficiently

• Automate and customise any service or approval process with Lightning Flow which provides a pre-defined, step by step process

• Deliver smarter service with artificial intelligence and out-of-the-box analytics with Salesforce Einstein 

• Utilise Service Analytics to make your team and business smarter with prebuilt dashboards and apps and AI-powered insights and predictions.

• Resolve phone cases faster and utilise AI-powered productivity tools by integrating cloud telephony into the service console with Call Centre Management and CTI Integration