How to leverage Salesforce Service Cloud

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People who are new to Salesforce often think that it’s a single product: An out-of-the-box customer relationship management (CRM) system. In reality, Salesforce delivers a wide range of tools and services that address countless business challenges and target specific functions. In order to understand how to best leverage Salesforce in your business, the first thing you need to know is that Salesforce calls its tools and services “clouds.”

There are 15 different clouds in the Salesforce ecosystem. Learning just a little bit about each one makes it easy to see what a huge difference Salesforce can make in your organization. In this article, we’re going to focus on Salesforce Service Cloud and how you can best leverage it at your company.

So, what is Salesforce Service Cloud?

There’s a reason that Salesforce Service Cloud is the world’s #1 customer service management software. Service Cloud helps businesses foster customer loyalty by employing automated workflows that can include AI automations. The software is designed to make your customers feel heard and understood by equipping your agents with customized replies to help solve specific problems based on your clients’ real-time data. Salesforce Service Cloud helps your agents know exactly what to say by giving them the most relevant suggestions.

Service Cloud boosts agent productivity by providing extensive access to all your customer data directly into their workspace—whether they are working from home or a call center. Scale your support by integrating popular support channels (think: social media, voice call, text, and chat) that help you reach your customers where they are without your agents having to change their workplaces. You can also take advantage of Service Cloud’s ability to create a self-service system that helps your customers quickly get answers to straightforward questions. Plus, Salesforce is big on documentation, so every interaction creates a live record, making it simple to manage multiple cases.

Some of the top benefits of Salesforce Service Cloud:

  • Knowledge Base help center to boost customer self-service and agent productivity
  • AI-powered case-management with 360 info access
  • Connect with customers on their preferred channels  
  • Improved customer happiness
  • Self-service through use of chatbots

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