What Does Service Cloud Provide You?

Service Cloud is a customer-support app that connects your service & sales so you can provide a seamless solution to whatever headache your customer might be facing.

The Service Cloud platform is a customer support app that connects your service and sales so you can provide a seamless solution to whatever headache your customer might be facing. We will walk you through a few of the awesome features that make Service Cloud a game changer for any team.

Case Management

Cases can be created using Email-to-Case, or Web-to-Case and then automatically forwarded to a user/queue based on case attributes. Support agents are notified of cases coming in and can easily toggle through the slick Salesforce user interface when handling multiple cases. One of the dynamic features of case management is escalation rules as cases that haven’t been solved after a specific amount of time can be forwarded to a new agent. This gives management peace of mind that there aren’t any cases slipping through the cracks. Also use auto response rules to let customers know that their inquiry has been noted and that a live agent will get back to them soon.

Other Features

We’ve talked about the main features of Service Cloud but of course, Salesforce always has more than the basics. Use analytics to find the strengths/weaknesses of your team or utilize Mobile so your team has the option to work on the go.

 Live Web Chat

Would your support agents rather try to solve a customer issue through direct messaging rather than hopping on the phone right away? Often times, a case can be resolved through a few messages and if not your agent has qualifying information that will be handy for the call. We can connect Live Chat with your website and customize it so it fits your needs.