Why Salesforce Service Cloud Means Faster, Smarter Customer Service

Why Salesforce Service Cloud Means Faster, Smarter Customer Service

Whether you’re in the B2C or B2B space, companies of any size need to navigate customers raising support tickets and queries regularly from various channels. This is a process that needs to be streamlined, considering it never ends.

Luckily, Salesforce Service Cloud can help with the support ticket process. Here are a few ways you can achieve faster, smarter customer service with Salesforce Service Cloud:

  • Streamlined case assignments: Customer queries are assigned based on the rules you provide and can be assigned to the best rep to handle the query.
  • Organized cases from multiple channels: Cases can be created through whichever format clients choose, including your website, through email, via chat, social media, etc.
  • More efficient case management: Agents can manage all tasks from a single page through the Service Console.
  • Improved case escalation: You can improve case escalation based on business hours, custom rules, and actions you provide.
  • Remote team member support: Service Cloud provides an internal hub of resources for all agents to access. This helps agents to quickly find solutions for customers and collaborate.
  • Dashboards: Service Cloud allows you to track KPIs, including agent productivity and case resolution percentage, from a single dashboard, and monitor your team’s workload.

Service Cloud and Concentrix Catalyst

Salesforce Service Cloud offers a wide array of functionality to help organizations build out successful service centers. If you are an organization that leverages (or is considering leveraging) Service Cloud to manage your customer service function, it will need to be done right. Consider these areas:

  • Implementation: Implementing Service Cloud with best practices takes the expertise of a partner with years of experience. Concentrix Catalyst will review your service department processes to identify the best approach for configuration.
  • Custom configuration: Customize, extend, and integrate your Service Cloud environment with other systems using console components and API integrations. Visualforce, canvas apps, lookup fields, related lists, or report charts through custom configuration can extend the capabilities of Service Cloud for your organization.
  • Support services: You can keep pace with customers’ and users’ changing needs by outsourcing your Service Cloud support services. Concentrix Catalyst Support Services for Service Cloud gives you ongoing access to experienced, certified consultants and developers.

If you’re interested in learning more about Service Cloud support services don’t hesitate to contact us. We’d love to learn more about any customer service challenges you may be facing and how Service Cloud can help.

Stephanie Gaughen

Stephanie Gaughen

Manager, Salesforce CORE Cloud