Unveiling the Benefits of Salesforce Service Cloud

Using the latest intelligent technologies, Salesforce Service Cloud enables your customer care team to deliver personalized, scalable digital service from anywhere.

Created with the needs of both customers and agents in mind, Salesforce Service Cloud offers a suite of intelligent tools, all built on the Salesforce platform, to enable rapid, accurate response to customers’ needs across channels.

4 powerful tools to elevate your customer care 

Case management

• Gives agent a holistic view of every customer from any location (office or remote).
• Connects agents to all the activity, processes, and information they need.
• Automatically routes cases to the best agent for the job based on skill sets and availability.
• Shows every customer interaction in a “news feed” timeline, incorporating all channels.

Knowledge management

• Built-in AI recommends the right article or next best action to help agent or to share with customer via self-service portals.
• Analytics help identify which knowledge articles are working well and suggest new articles that need to be created.

Omnichannel communication

• Enables every agent to have personalized 1-to-1 conversations with customers on the channels they prefer.
• Incorporates messaging apps (SMS, Facebook Messenger, WhatsApp) and social media channels (Twitter, Facebook, Instagram, YouTube).
• Offers a 360-degree view of every customer, on every channel, with no more screen switching.

AI insights with Einstein

• Helps customers solve routine issues via SMS, chat, and messaging apps like Facebook Messenger.
• Delivers AI-powered predictions, recommendations, and chatbots on digital channels.
• Surfaces the right offer at the right time in any self-service experience for every customer.
• Engages customers to collect and qualify customer information for seamless handoff to agents.