What is Service Cloud?
Service Cloud is built on the Salesforce Customer Success Platform, giving you a 360-degree view of your customers and enabling you to deliver smarter, faster, and more personalised service.
In addition to being a pioneer in cloud-based sales force automation, Salesforce is the recognised leader for CRM customer engagement. With Service Cloud, you can automate service processes, streamline workflows, and surface key articles, topics, and experts to transform the agent experience. Connecting one-to-one with every customer, across multiple channels and on any device, was never easier.
What is a self-service community and how can it help my business?
A self-service community is a customer portal that allows you to help customers help themselves. Delivering self-service means showcasing your knowledge base and offering case management to customers, so they can get answers to their questions anytime, on any device, from community content or peers. This allows your agents to focus on solving the most complex issues. And you can even create an internal self-service community for your employees to collaborate around content and business processes.
What reports and dashboards are available in Service Cloud?
With Salesforce’s customisable reports and dashboards, you can monitor your service metrics and track key performance indicators that are important to your business, whether it’s the customer satisfaction score or average handle time. Dashboards provide high-level visibility at a glance, and customisable reports let you drill down for detailed information on the performance of your customer engagement center, call center, or help desk. Creating your own reports and dashboards is a snap; there’s no need to wait for overloaded IT resources.
What field service or mobile workforce solutions does Service Cloud provide?
Field Service Lightning is our field service management solution built on Service Cloud that provides your business with the essential tools to deliver a faster, smarter, and connected customer experience from the contact center to the field. Field Service Lightning lets your business create and track work orders, manage assets, schedule work intelligently, view and manage jobs in real time and access and update information from any mobile device. With Field Service Lightning, you can transform the connected customer experience and equip your agents, dispatchers, and mobile employees with the tools they need to deliver poWerful customer service anytime and anywhere.