Salesforce
Service Cloud
SERVICE CLOUD OVERVIEW
Real-Time Customer Interaction
Salesforce Service Cloud offers the following benefits:
- All customer information on one screen view
- Automation of recurring tasks
- Tracking of customers’ posts on social networks
- Assignment of customer transactions to appropriate service representatives
Salesfive benefits
Salesforce by Salesfive
As an implementation partner, Salesfive offers you
Experienced multi-cloud partners
Extensive industry experience
Direct contact
Highly qualified consultants
In-house development
Digital natives
Potential
Intelligent and Personalized Customer Service
Increased employee productivity
- Service staff have access to customer profiles, existing expertise and experts through a central screen
- Customer inquiries can be answered more easily and even identified in advance
Special customer experience
- Create a high quality customer service experience, regardless of channels
- All information about your customers is united in the agent console
Features
Optimize your Pipeline
Automatic assignment
- Automatic assignment of customers to the appropriately qualified service representatives
Optimized service processes
- Customize the service cloud to meet the needs of your customers and processes
360-degree view
- Get an overview of every customer interaction across all channels and in chronological order
Updates and reminders
- Receive updates and reminders as soon as actions become necessary
- Use pre-built templates for faster email responses
Advantages
Automate your Internal Processes
Increased productivity
- Replace manual and repetitive tasks of your service staff with automated workflows and increase your productivity
Process visualization
- Create complete processes simply by dragg and dropp via the Process Builder
Simple approvals
- Automate your approval processes and keep operations running smoothly
Telephone Integration
Computer – Telefon – Integration (CTI)
Identification of your customers
- Identify the caller before you pick up the phone and get an overview of corresponding customer data
Easy calls
- Make calls directly from Salesforce with just one click
Log calls
- Automatically link your notes during the call to contacts, cases, or other objects in Salesforce
Call management
- Make calls, transfer customers, and add people to a conference call right from within Salesforce
Features
Salesforce Knowledge
Always the right answer at hand
- Quickly find the right answers to your customers’ questions thanks to a cloud-based knowledge database
- Your employees can expand the information in the knowledge database themselves
Self-help customers
- Give your customers help to help themselves
- Integrate the knowledge base into your service website to give your customers direct access to answers
Maintain the database
- Update and maintain articles in the knowledge base and follow best practices to make informed decisions
Knowledge Database
Communities for Customers and Employees
Finding solutions together
- Via crowdsourcing, your customers and employees can find suitable answers to questions
Adapt to requirements
- Adapt your community to your brand design and create an interactive element in your brand strategy
Find solutions together
- Give your customer service and other employees the opportunity to work together on solutions
Features
Overview of Relevant Information
Dashboards for service
- Automatically populate dashboards with relevant service data and open cases directly from the application
- Give your service staff a better basis for decision-making
WHY SALESFORCE?
