June 27, 2024
Listen to this articleDo you know what’s driving the success of most businesses? It’s the quality of customer service. This is why firms are using Salesforce Service Cloud to streamline support processes and foster customer loyalty. A Salesforce implementation partner can help you here to efficiently work with the platform and access its best features.
In this blog, we have mentioned some trending features of Salesforce Service Cloud that are helping teams make the most of the platform and maximize productivity.
Customer service teams in many businesses are already using Service Cloud But, there are certain features that make it popular. We’ve gathered some of these features that are highly trending.
There can be times when questions by customers are straightforward, and easy to resolve. It would be ideal if customers could find answers to these simple questions on their own. This is where a Knowledge Base is highly trusted to help customers resolve their issues.
A Knowledge Base is a centralized repository for articles and information related to the processes and products of the business. It’s like an encyclopedia that both customers and agents can refer to. It can include everything from articles and FAQs to troubleshooting guides.
Swarming is an efficient feature of Service Cloud to improve collaboration on support cases. It is essential as it allows multiple team members to work together in real time and resolve complex issues efficiently.
Suppose a customer encounters a technical issue with their software and submits a case to the support team. The first-level support agent identifies the complexity and initiates a Swarm. This Swarm will have different representatives and even managers. By collaborating in real-time, they leverage their combined expertise and resources to diagnose and resolve the issue faster than if the first-level agent were handling it alone or escalating it to higher-level support.
Cases can come in through various channels. Many customers with non-urgent issues prefer to communicate with support via email rather than phone calls. Businesses with a public customer-facing website can consider setting up Web-to-Case, so customers can submit cases through a form on your site. Similarly, with Email-to-Case, customers can simply send an email to your support address, which automatically creates a Case record for your agents in Salesforce.
This setup offers great convenience for customers, enabling them to reach out for support through their preferred channel at their convenience, even outside of business hours. Additionally, you can take help from a Salesforce consulting partner to automate case creation, reducing manual entry and ensuring all customer inquiries are captured and tracked within Salesforce.
Field Service is an extension of Service Cloud, designed specifically for businesses with mobile employees, like technicians or engineers, working in the field or on-site. This feature might not be suitable for all kinds of firms but for a firm with field service operations, it can bring in real results.
The platform helps technicians to manage mobile workforce tasks, such as work orders and service appointments. It simplifies smart scheduling, optimizing dispatching to ensure the right technician is assigned to the right job, minimizing travel time, and boosting productivity.
Case management by Service Cloud empowers agents to track, prioritize, and resolve customer inquiries and issues efficiently. It utilizes features such as case queues, assignment rules, and escalation processes to ensure no customer request slips through the cracks.
Case Queues organize and store customer inquiries based on your specified criteria until an agent becomes available. This works seamlessly with Case Assignment Rules. This ensures that cases are assigned to the appropriate team or individual, streamlining workflows and reducing response times.
Escalation processes automatically elevate unresolved or critical cases to higher-level support or management based on predefined criteria, ensuring prompt attention and resolution. A trusted Salesforce implementation partner can help you leverage this feature, making it easier for teams to resolve cases.
Have you ever felt that if the support agent could see what customers were seeing, their technical issue could have been resolved much faster? Imagine if customers and support agents could engage in video streaming and desktop sharing during troubleshooting sessions – this would undoubtedly lead to quicker and more efficient problem-solving.
Enter the Visual Remote Assistant. This tool provides real-time visual support to customers and field technicians, allowing experts to offer remote guidance via video. It elevates interactive assistance with features like Augmented Reality (AR) annotations, enabling experts to draw on the live video feed to highlight areas of interest or specific actions to take. Wouldn’t that make communication much clearer and more effective?
Implementing Service Cloud can turn support teams into strategic assets. Understanding its capabilities makes it easier to determine which tools best fit daily support operations and are worth adopting.
Embracing these capabilities not only elevates the customer experience but also allows businesses to stay competitive. That’s where our trusted Salesforce professionals can be your helping hand, enabling you to work with the best Salesforce features. Contact us and hire our best experts to help you with Service Cloud implementation.
CEO
Siddharth Sehgal is CEO & Salesforce Communication Guru. He helps businesses grow exponentially by putting their Salesforce CRM on steroids with his unique techniques. He is on a mission to help businesses build deeper relationships with their customers.
