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. In part 4 of our Lead to Cash Video Series, we explain how Salesforce Service Cloud helps you track and manage these tickets efficiently.

“Lead-to-Cash” is a term used to describe a fully integrated, comprehensive, cloud-based software ecosystem that enables users to get a 360-degree view of their customers.

Faster, Smarter Customer Service Starts With Salesforce Service Cloud

Streamline case assignments

Customer queries are assigned based on the rules you provide and can be assigned to the best rep to handle the query.

Organize 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.

Improve case escalation

Based on business hours, custom rules, and actions you provide.

Support remote team members

Service Cloud provides an internal hub of resources for all agents to access. This helps agents quickly find solutions for customers and collaborate.

Dashboards

Track KPIs, including agent productivity and case resolution percentage, from a single dashboard, and monitor your team’s workload.

Service Cloud + PK

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. PK 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. PK Support Services for Service Cloud gives you ongoing access to experienced, certified consultants and developers.

Get more information about enhancing customer service with Salesforce Service Cloud along with how the platform can connect with other Salesforce products by watching Part 4 of our Lead to Cash Video Series, “Enhancing Customer Service with Salesforce Service Cloud.” Specifically, part 4 of the series tackles:

• Current challenges facing customer service teams
• How Service Cloud helps you provide better support to your customers
• Creating an internal knowledge base to support team members
• How Service Cloud streamlines case assignments & management
• What Service Cloud reports and dashboards look like

Get access to Part 4 of our Lead to Cash video series, “Enhancing Customer Service with Salesforce Service Cloud,” here!

About the author

Stephanie Gaughen is a Senior Pardot Consultant at PK. She holds a master’s degree in media and communications. She has a passion for entrepreneurship, technology innovation and next-generation marketing.