What Is Salesforce Service Cloud?

The Service Cloud platform is a customer support platform that gives service agents ability to deliver service that’s as instant and easy as a conversation. Not only that, but customers can choose how to reach out and start a conversation with service agent, anywhere, and on any device. Email, phone, SMS, social media, online communities, or real-time web chat. Every channel is open for agents to respond to whatever customers need—and that keeps customers satisfaction level on top.
With the Service Cloud platform, you can embed customer support into existing mobile apps and websites. It’s seamless, and it makes it possible for agents to deliver in-app mobile support through tools like Embedded Service and Chat. Now, customers can see and talk with an agent anytime and anywhere. Because social service is part of the Service Cloud platform, agents can monitor a customer’s needs and respond in whatever channel the customer feels comfortable using, including phone, email, SMS, and even Twitter or Facebook.
You can watch the Service Cloud platform in action with this demo.
No more toggling between screens to find the information they need or to perform support tasks. The Service Console saves agents valuable time and turns them into service experts, solving cases quickly, proficiently, and effectively.
The Service Cloud platform brings a 40% increase in agent productivity, 41% faster first contact resolution, and 34% increase in customer retention.
Agents can deliver intelligent service, because they can see everything from service history to previous customer sales. They are pushed relevant knowledge from across the organization, including key articles, topics, and advice from product experts. And agents can see customers' past preferences to offer personalized incentives and special offers—or even proactively see when a product is due for service.

Why You Should Use Salesforce Service Cloud?

Moreover, Service Cloud allows users to automate service processes, streamline workflows and find key articles, topics and experts to support the agent. The purpose is to foster one- to-one marketing relationships with every customer, across multiple channels and on any device. Service cloud can "listen" and respond to customers across a variety of social platforms and automatically route cases to the appropriate agent. Social customer service is integrated with the Salesforce Customer Success Platform, which allows the social team to gather a comprehensive picture of the customer to inform responses. Service for Apps makes it possible to embed customer support software into applications. In- app mobile support can include live agent video chat, screen sharing and on-screen guided assistance. The software is also integrated with Salesforce's Community Cloud, which provides more communication channels for agents and customers.
According to Salesforce.com, “Service Cloud is the world’s top-ranking customer service solution.”

From the Phone to the Field, Keep Everyone on the Same Page

Let’s not forget field service technicians and mobile employees. Because the Service Cloud platform connects the entire organization, they have mobile access to the same information that other agents do with the offline-first, dedicated Field Service Lightning mobile app, and more.
Resolve cases in the first visit by quipping mobile employees with visibility into work orders, van stock and inventory, knowledge articles, and real-time collaboration on the go. And then, you have the ability to track them step-by-step, so you can route mobile employees more efficiently, and shrink wait windows from hours to minutes.
Watch the demo to see how to deliver connected, intelligent, more personalized service from the phone to the field with Field Service Lightning.


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