What is Salesforce Service Cloud?
Salesforce Service Cloud is customer service and support platform built to help you get quicker and reliable case resolution. It delivers smarter service with a 360-degree view of each and every customer, resolves issues across any channel, and increases customer satisfaction through connecting your whole business. Agents are empowered by way of having entire visibility into each and every interaction with each customer and, with computer-telephony integration (CTI), are able to accelerate handling times of customer phone-in calls to improve agent productivity and enhance customer satisfaction.
Salesforce Service Cloud consists of case management, customer access across all channels, integration with legacy systems, pre-built integration apps, support ticketing, omnichannel routing, knowledge base, routing and escalation, account and contact management, social media customer service, customer self-service, live chat, queue management and many more. You’ll be able to constantly respond with the right level of service that customers are entitled to as well as easily track, manage, and resolve issues with a unified view of every case, including any Service Level Agreements (SLAs). It offers functionalities beyond basic customer support operations with tools for improving marketing and customer interactions, figuring out opportunities and issues from any location or device, and managing field service activities, among others.
Enabling Self-Support in Service Cloud Communities, you are able to add support tabs to your apps, Facebook pages, and mobile websites. There will be easy management options available like web-based application, mobile device, knowledgebase, the agent productivity is better leading to a reduction of overhead costs of agents. Connecting one to one with every customer through live agents, you can also enlarge your customer loyalty, satisfaction, customer retention, and through this Customer relations will be drastically enhanced.
Latest Advancements
Salesforce announced the next generation of Service Cloud Einstein, combining the CRM with guided processes and powerful artificial intelligence to transform the customer service experience. Companies can now leverage Einstein Bots for Service to automate routine service requests and allow frictionless agent handoffs.
SOS the Future of in-app mobile support helps to go beyond traditional support channels with live agent video support, screen sharing, two-way audio, and on-screen annotation in any mobile app to provide engaging service experience to the customers.
With the new Service Cloud features, users can build customer loyalty with their interaction. Some of the elements introduced are Einstein Article Recommendations that will propose the best knowledge articles to agents primarily based on case data, Channel Menu that will provide customers with easy access to multiple support channels, Field Service Lightning will now support Global Actions, Digital Engagement will allow customers to reach you via their preferred channels like WhatsApp. Next-generation Service Cloud Einstein will create engaging service experiences with AI and guided processes.
Salesforce Market share and Opportunities
Salesforce Service Cloud helps in enhancing your operational processes leading to a better experience for your customers. Based on a study carried out across companies using Salesforce Service Cloud, growth in performance metrics has been drastically increased. If you see the metrics, agent productivity increased by 40%, case resolution increased by 41%, which eventually led to a 31% increase in customer retention. The numbers reveal that this demand is set to create 3.3 million jobs in the Salesforce ecosystem by 2022 and that is a substantial leap from the previous year’s forecast of 1.9 million new jobs in upcoming days. This growth illustrates why people opt for Salesforce Service Cloud and how it plays a vital role in improving your customer support team.
Are you a newbie when it comes to the world of Salesforce Cloud Service, The demand for Salesforce skilled talent is huge. If you are a salesforce professional looking to pursue a career working with a service cloud, Gologica makes this particular course training useful for anyone looking to improve their overall salesforce capability.
Salesforce Service Cloud training will help you deliver a better implementation of the service cloud and improves your own professional portfolio. It is also an asset to anyone progressing within a salesforce role and looking for an increase in salary it can help you stand out and secure better employment in your future Salesforce continues to drive job creation worldwide, and the potential for growth isn’t slowing down. The demand is real, so grab that job you have been eyeing. Decide your ideal career path, follow your chosen Trail Guide, and embrace your future.
