Chats can be quickly routed to subject matter experts. Incomplete ~20 mins. With Salesforce Service Cloud Einstein features that include next-gen AI capabilities, customer service agents are quickly shifting their focus from a product-centric approach to a customer-centric approach. Choose 2 answers Options: A. Configure LiveMessage B. Activate quick test C. Create quickactions D. Deploy Pre-Chat form Answer: B, D Question 8 What is abenefit of a customer community? Customize Knowledge and enhance Search Salesforce Service Cloud is a customer relationship management platform for customer service and support.Salesforce based Service Cloud on its Sales Cloud product, a popular CRM software for sales professionals.. Service Cloud enables users to automate service processes, streamline workflows and find key articles, topics and experts to support customer service agents. Sales Reporting: Easily create business reports that give you more insight into your sales and marketing. Track customers’ assets, orders, support history, and more, in one place for a complete view of their activity. Monitor and respond faster to customer posts on social media channels like Twitter, Facebook, Instagram, and others. Faster support − Managing various service needs from a single console helps in delivering support services faster. Automated End-to-End Customer Support. It allows every service manager to quickly check on case management, agent efficiency and channel optimization from anywhere. Help Desk Software: Offer the most valuable solutions to customers with quick and easy to read data for your support team. tags ~20 mins. Service Cloud Voice brings a native integration of intelligent telephony to the Salesforce platform. Functional cookies enhance functions, performance, and services on the website. Empower Service Agents: Solve customer problems faster by empowering your agents and customers with Service Cloud Lightning Console. Salesforce Service Cloud has an expansive feature set that includes multichannel case routing and service process automation, but we'll focus first on its three core operational features… Utilize our customer service feature set including call center management, live chat software, and workflow approval. See firsthand how Salesforce is revolutionising customer service with a free Service Cloud trial. Salesforce Service Cloud Einstein helps close customer cases faster, provide smarter service, personalize customer care, and deliver support anywhere. Take Your Customer Support to the Next Level with these Salesforce Service Cloud Features Calculating Your Return on Investment. This equips the customer service team with the tools to create and handle cases on social media channels like Facebook, Twitter,  etc. Maximise Marketing ROI: Understand what tactics are working and which aren't in order to exceed revenue goals and better calculate your marketing ROI. Choose 2 answers. Which two features should a Consultant recommend? CRM Comparison: See why there's no comparing Salesforce's CRM features. Salesforce Service Cloud is a powerful tool, but if you want better automation features or something that costs less, you might want to look at its competitors. Log notes instantly when customers call. If you continue to use this site we will assume that you are happy with it. From the contact center to self-service communities, social media and beyond, change the way you support your clients and constituents. Transform your client’s experience and build great connections with Service Cloud. Whether chatting with an agent online or searching your FAQ, today’s customers expect to have access to customer service on their terms, and that means providing them with a variety of tools and options for always-on customer support. Key Salesforce Service Cloud Features. This also ensures that high priority work always receives immediate action. © Copyright 2020 Salesforce.com, inc. All rights reserved. Service Cloud is the only customer service technology you’ll need — always available from your web browser. Various trademarks held by their respective owners. And banks across the country are striving to change that equation. Mobile Customer Service: Mobile customer service solutions — so your customer can find help from any device, anywhere. It is a social customer service application, built on a SaaS model, that empowers companies to manage all customer information and service conversations in the cloud. Learn more about Service Cloud’s customer service features and solutions. Add to Favorites. Let’s get one thing out of the way – yes, Salesforce can get expensive. With Service Cloud Voice, Salesforce has moved past the Open CTI connector and created a native experience that Salesforce controls, which fully embeds the telephony experience within Salesforce. It plays a key role in a, 5 Corporate Park Suite #140, Irvine CA 92606 USA, 4th Floor, C & D Wing, Dubai Silicon Oasis Headquarters Building, PO Box 341041, Dubai Silicon Oasis Dubai, UAE, Don't send marketing emails from DemandBlue, Please get in touch with us to know more about our services. Get insights and resources to manage your business and support customers in times of change. This lets Administrators configure Salesforce service cloud to distribute workload based on employee skill set, availability and their capacity to handle incoming work. Agents are able to manage cases, track customer history, view dashboards, all in one single platform. Also Read our blogs on the Salesforce Marketing Cloud, Salesforce IoT Cloud, Salesforce Community Cloud, and Salesforce App Cloud, To learn more about how you can leverage Salesforce Service Cloud to enhance Customer Service experiences, Talk to our Team, And get a clear, filtered, consolidated, and best of the best Salesforce news and views, Salesforce.com offers its Customer Relationship Management (CRM) service through the following Salesforce products: 1.  Salesforce…, Create wildly desirable customer experiences through Salesforce Integration Cloud – the revolutionary Data Integration solution launched…, Salesforce Einstein Key Features - Salesforce’s recent announcement of Einstein Artificial Intelligence capabilities have quickly…, Pardot is a powerful B2B marketing tool that allows marketers to run and manage multiple campaigns with ease. The Salesforce service cloud enhances an organization’s customer service with in-app support, live agent support, knowledge centers, self-service communities, and social media. This Comprehensive Salesforce Service Cloud Tutorial will Explain All About Salesforce Service Cloud Including Its Configuration And Features: Salesforce is a CRM (Customer Relationship Management) service that is used to connect customers and their information. (more…), As is the norm with all feature update releases, Salesforce’s Winter ’21 release is packed with features that add fluidity to workflows and help businesses achieve their goals. Be ready when customers reach out to your company by arming agents with critical data about past communications right at their fingertips. This provides the agents and the customer’s tools for greater engagement and faster problem-solving. Salesforce Service Cloud provides Customer Support to the Clients and giving you the tools to provide a better customer experience for the clients. This allows a real-time 1:1 chat instantly from any device. In this Salesforce Service Cloud Tutorial, we will brief you about the various Salesforce Service Cloud features, its components, its benefits and much more. Salesforce Service could is mostly used by the website agents to solve customer’s query. : Learn more about Sales Cloud CRM pricing. Integrate with the most popular CTI systems. Salesforce Service Cloud is the world’s best customer service solution. Customise and automate any customer service or approval process with drag-and-drop simplicity using Workflow. No switching softwares. You can also join our Success Community to learn from other users, and help your business thrive. Some examples include: cookies used to analyze site traffic, cookies used for market research, and cookies used to display advertising that is not directed to a particular individual. Simplify self-service. Built on the SaaS model, it provides more effective and productive customer service on the cloud.  With the Salesforce service cloud, companies can scale their operations quickly and easily to meet their current as well as future service requirements. Any eligible candidate must be fully prepared for scenario-based problems as it is the second most popular product provided by Salesforce. Essential Features of Salesforce Service Cloud. It’s that time of the year again, when the buzz is around the Winter ‘21 feature releases for . Track cases and customer information for a 360-degree view of the customer. Service Cloud allows your business to have 24/7 customer service. Always-on Service − Make the service available 24/7. The consultant has experience designing solutions using the Service Cloud functionality and can lead the implementation of these solutions w ithin a customer organization. It implements Knowledge article which will be used to solve the customer’s query easily by referring to the articles. Learn more about Service Cloud’s customer service features and solutions. The Service Cloud suite of features helps businesses: Close cases faster. That is why we recommend implementing this Salesforce tool to customer service-centric businesses. Put all the information agents need at their finger tips for a 360-degree view of customers. Because Salesforce 1 Service Cloud is available in multiple editions, the platform can be utilized by businesses in a number of different industries. Grant access to select data, features, objects, etc. Customer Service Management Software: Maximise agent productivity with customer service management software from Service Cloud. based on the users, user role, groups, etc. The completeness of this set of service delivery features means that Salesforce Service Cloud can be used for a range of other business applications beyond ‘break-fix, repair & replace’- kind of mechanical service. (Yep, free.). Salesforce also offers its users Service Cloud, which is a customer relationship management solution for customer service and customer support.There are so many great features Service Cloud offers and in this article, we’ll touch on a handful. Salesforce Service Cloud has such unique features as: Service Console (agents’ unified digital workspace). Deliver support from anywhere. See all of the features that make Service Cloud Lightning the most complete customer service platform, including Lightning Service Console, case mangement, omni-channel routing, macros, and a lot more. Salesforce Service cloud cases can be managed from anywhere. This certification exam deals with all major and minor features associated to the Service Cloud. In this blog, we are going to focus on, Salesforce has just published its’ release notes for Summer '20! SOS 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. Service Cloud provides features for advanced customer service management and agent productivity improvement. Social Customer Service: Social customer service solutions that will help your support agents deliver smarter social service. Service Cloud brings together a wide range of features so that agents can focus on providing great customer service, not toggling between apps and screens. Use Sales Cloud to “build longtime, loyal customers.” Connect all of your teams from sales to marketing to customer service to finance and beyond, “to guide each prospect through a personalized customer journey.” Omni-Channel With this feature, your customer support will conquer as many communication channels as you want. New Service Cloud features coming in Summer 20. Giving your support teams actionable insights is critical to maintaining efficiency and effectiveness. How do you move beyond basic customer transactions and create memorable, human moments? (more…), Hello Everyone! Additional, Pre-Configured Service Cloud Dashboards – for Free! Sales Force Automation (SFA Software): Lead management, sales tracking, sales forecasting, and more, without the hassles of software. It’s packed with a plethora of enhancements and newly introduced features for Salesforce clouds and products. Salesforce Service Cloud Feature Summary Customizable agent console Customizable reporting & analytics Web & email case capture Multi-lingual Social integration Mobile Workflow & approval automation Goals, coaching, and rewards for teams Computer-telephony integration Look through the list of Service Cloud key features to get a better understanding of its rich functionality. Happy customers. Let’s make them happier with Service Cloud. Check out these resources to get started! Among its impressive features, you can use Sales Cloud for a variety of reasons:. Available on these trails. What is Service Cloud Salesforce? With knowledgebase embedded into the agent console, agents can easily find access and deliver the right answers to the customers. 7 Salesforce Products that can transform your business, Elevating Connected Customer Experiences with the launch of Salesforce Integration Cloud, 4 New Salesforce Einstein Features – What it means for Service Cloud users, Pardot audit: How and why it essential to conduct one today, How to communicate with customers during uncertain times, From nice-to-have to necessity : The role of personalization in banking, Powering up the Salesforce code structures of our customers with the CodeScan finesse, Top 10 Salesforce Winter ’21 features for Sales Cloud that amplifies your Sales ROI, Top 10 Salesforce Winter ’21 features for Pardot that will enhance your B2B experience, Top 10 Salesforce Winter ’21 features for reimagining your Experience Cloud Journey, Top 6 Salesforce Winter ’21 features to enhance your Sales results for CPQ, Top 5 Salesforce Summer ‘20 release features that skyrocket productivity, How to Use Salesforce for Customer Retention – 5 Effective Tips. 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