Features such as Live agent, Omni Channel, Knowledgebase, Email-to-case, skill-based routing, Macros, Milestone Tracking, etc. in the Salesforce Service cloud are the key tools which help the agent to quickly and efficiently respond to customers on any channel. These activities are streamlined through Salesforce Lightning Console, which has been designed with agent productivity in mind.
9 Features that make Salesforce Service Cloud #1 Customer Service Solution:
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Lightning Console – Maximize Agent Productivity
The Lightning console unifies the agent experiences and provides all the information from customer profiles, case histories, to dashboards.
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Live Agent – Chat 1:1 instantly from any device
This allows a customer to connect to a Service agent via the web in real time while providing multilingual support. This allows a real-time 1:1 chat instantly from any device. Chats can be quickly routed to subject matter experts.
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Mobile – Personalized service in every device, wherever, whenever.
Salesforce Service cloud cases can be managed from anywhere. It allows Field-Service agents to solve the case on the go and managers and executives can monitor real-time metrics with the Salesforce Service Cloud mobile app.
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Communities – Help customers and employees help themselves
The communities give the customer a place to find the answers required more quickly from anywhere at any time. This provides the agents and the customer’s tools for greater engagement and faster problem-solving.
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Knowledge – Get the right answers to the agents and customer faster
With knowledge base embedded into the agent console, agents can easily find access and deliver the right answers to the customers. It also allows the agent to share the knowledge with any other channel or device and also helps the agent to contribute themselves to the knowledge base.
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Service Wave Analytics – Turn insight into action with Service Wave analytics
Service wave analytics is the first app to bring the power of wave analytics to Salesforce service cloud. It allows every service manager to quickly check on case management, agent efficiency and channel optimization from anywhere.
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SOS – Future of in-app mobile support
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.
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Social Customer Service – Deliver social customer service that scales
This equips the customer service team with the tools to create and handle cases on social media channels like Facebook, Twitter, etc.
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Omni Routing – Efficiency, Transparency, and Speed
Omni Channel enables automatic routing of work items (cases, leads or other works) to the most appropriate and available agent. This lets Administrators configure Salesforce service cloud to distribute workload based on employee skill set, availability and their capacity to handle incoming work. This also ensures that high priority work always receives immediate action.
