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Introductions to Service Cloud

In this session we will talk about service cloud and it benefits. We will also cover the Salesforce Service Cloud features.

What is Service Cloud?

Service Cloud is built on the Salesforce Customer Success Platform. It provides you with a 360-degree view of your customers and enables you to deliver smarter, faster, and more personalized services. With Service Cloud, you can automate service processes, streamline workflows, and surface key articles, topics, and experts to transform the agent experience.

Service Cloud Easy-to-use customer service application. Which provide and track excellent service. It increase customer satisfaction and Increased service agent productivity. Service cloud personalize your support to engage with every customer.

Overview of Service Cloud

Service Cloud 360 has all the tools you need to strengthen customer engagement. Let understand the benefits of service cloud for agents and customers.

Service Cloud Benefits for agents

Support : Support all channels from one screen

Route : Route issues to the right person

Track : Track key metrics for improvement

Service Cloud Benefits for customers

Offer support everywhere and on any device. Send immediate responses to show that you care. Auto-escalate important issues before they become emergencies.

Salesforce Service Cloud features

Service Cloud Lightning the most complete customer service platform, including Lightning Service Console, case mangement, omni-channel routing, macros, and a lot more. Check more details here.

  1. Agent Workspace:- Salesforce Service Cloud Agent Workspace is an omni- channel console for customer support representatives. It is used for equipping the service team with quick and simple access to all of the things that are necessary for their fruitful work using the agent console.
  2. Case Management:- It is perhaps the most important feature in Service Cloud. It helps ion organizing the work of a customer support department within a case system.
  3. Knowledge Management:- It is needed for resolving issues faster. There might be some repetitive issues, so the solutions for these issues are jotted down as Q/A to be reused. The answer can be used by the agents ofcourse but can also be used by customers in self-service format.
  4. Service Process Automation:- Here, Support functions can be automated with artificial intelligence.
  5. Omni-Channel Routing:- It is used for automatically assigning cases, leads and tasks to the best available agent based on their skills or workload to close the cases effectively.
  6. Service Analytics:- It displays data regarding an employee’s performance, the volume of cases to predict customer trends, etc. right on the dashboard.
  7. Computer telephony integration (CTI):- It is a computer telephony plugin that allows adding calls into Salesforce without the need of external tools.
  8. Live Web-Chats:- It that helps connect customers to support agents so they can get the help that they need, where and how they want it.

Benefits of Service Console

At the heart of Service Cloud is the Service Console. Let service team see a personalized view of each customer and their case. Everything you need to quickly respond to customers is pre-configured for you in the console. Expand your service tools and customizations as your team or company grows. It Increased Productivity.

Case Creation

Session

  • What is Service Cloud?
  • Why care about Service?
  • Overview of Service Cloud
  • Benefits of Service Console
  • Creating Cases
  • Setting up Service Cloud

Summary

Service Cloud provides you with a 360-degree view of your customers and enables you to deliver smarter, faster, and more personalized services. With Service Cloud, you can automate service processes, streamline workflows, and surface key articles, topics, and experts to transform the agent experience.

Check our full Service cloud Training here.

Comments(22)

  1. Reply
    Laís Torres says:

    Amazing! That thread will help me A LOT to finely achieve the Service Cloud Consultant certification! 🙏🏽

  2. Reply
    Narendra Devaki says:

    Thanks for the session.it is very informative…I am going to attend all the sessions..

  3. Reply
    Dasari Chandranna says:

    Thanks Amit and team for a Delightful session this will definitely help Salesforce folks.

  4. Reply
    Suresh says:

    Good session

  5. Reply
    Suresh says:

    Good session…I follow the content on apex hours regularly. Informative and help us updating with all the Salesforce concepts.

  6. Reply
    Fred Tchang says:

    Sandhya, I watched your video, and this is a good solid introduction. It’s not easy to balance explaining the basics for those who are entirely new to Service Cloud (and perhaps Salesforce), while avoiding simply repeating basic materials on Trailhead. I think the actual walk throughs, with occasionally highlights of important info, are helpful. Keep sharing what you know!

    • Reply
      Amit Chaudhary says:

      Keep watching full training. I hope you will enjoy it

  7. Reply
    Kiran Patil says:

    very nicely explain, Good session…

  8. Reply
    Harshal Katole says:

    Thanks for such wonderful and knowledgeable session….waiting for such type of session since long time. thanks sandhya and amit.

  9. Reply
    Harshil Rathi .S says:

    Thanks for the Session.

  10. Reply
    Snehal Martiwar says:

    Thank you so much for very informative session

  11. Reply
    Ketan says:

    Thanks Amit to start Service Cloud session .. It is very informative sessions.

  12. Reply
    Prakash Arora says:

    Thank you Amit for the session. I have seen the pre recorded session but believe I will join it live now

  13. Reply
    Dinesh Chakravarthy says:

    Thanks Amit. Well that was so informative and very easy to understand the concepts. Looking forward to complete all the sessions which would be helpful to be strong in understanding this Service cloud Package.

  14. Reply
    dung says:

    Thank you for the nice session…

  15. Reply
    Kratika Gupta says:

    Thank you so much for very informative session

  16. Reply
    Afreed says:

    Very Informative Session, I’m Eager to Complete all these Sessions to Enhance my Knowledge.
    Thank You, Amit.

  17. Reply
    Sheetal says:

    Excellent introduction. Not focusing only on the existing content but adding your experience is really important. Thank you for another great session. As a part of my FSL study, started revising and this is helpful.

  18. Reply
    Ketan says:

    Thank you so much for very informative session

  19. Reply
    S A M says:

    Good session…I follow the content on apex hours regularly. very easy to understand the concepts. Looking forward to complete all the sessions which would be helpful to be strong in understanding this Service cloud Package.

  20. Reply
    DEEPAK SHUKLA says:

    Thank you for sharing valuable session.

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