Anytime, anywhere service is the success mantra for the new age, as the world unlocks. Keeping with the times, the Salesforce Service Cloud has reimagined and re-engineered itself to cater to the changing demands of businesses to be able to work from homes, fields, or anywhere.
With the help of this industry-leading customer service management platform, you can unify all channels and provide immaculate customer service from contact centers to the field. Customers can lodge complaints/inquiries via email, social media, phone, real-time web chat, or online communities. The Salesforce Service Cloud implementation allows you to get a comprehensive view of your clients to deliver a better, improved, and personalized service.
Additionally, Salesforce Service Cloud lets you augment customer engagement by automating business processes with intelligent workflows, elevate call center operations with smart productivity tools, and clock more revenue by upselling driven by AI.
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The Service Console functionality allows users to browse, update, and create records in no time in a fast-paced environment. The functionality is a standard Salesforce Lightning Console app that is highly customizable and lets you create a workspace that's entirely yours. The split view with multiple tabs and subtabs allows your sales force to manage numerous cases simultaneously.
The Service Cloud's telephony integration allows your service team to know who's calling even before they pick up the call. The system auto-populates customer's information or caller records instantly. Then, with just a few clicks, it allows your team to log all calls automatically, manage outgoing calls, manage call transfers and conference calls.
The Salesforce Service Cloud provides a chat interface that enables customers to chat with Salesforce sales and service agents. It also helps create and monitor cases through online and social media channels such as posts, Tweets, and Facebook.
The knowledge base allows service agents to answer customer queries faster and in a better way. The knowledge base is integrated with the console for customer agents to quickly deliver precise answers and even share articles in real-time across channels.
Once enabled and configured, Omni-Channel automatically sends cases to the most capable and available person in real-time. In addition, Omni-Chanel allows administrators to configure the Service Cloud to assign work based on employee skill-sets and their capacity to handle incoming work.
As with other Salesforce platforms, the Service Cloud is also highly customizable and allows your support team to create custom fields, ensuring better productivity and lesser wait times.
The Service Cloud allows you to integrate emails to keep the customer informed of their interactions with the service team and the case's status at all times.
Service Cloud allows service agents to get more productive by automating manual and repetitive workflows. Additionally, you can define a sequence of steps required for a record to flow through an approval process for speedy approvals.
You can predict surges in demand based on the volume of contact center cases across regions and channels and assign the agents with the right expertise to handle the incoming volume.
The Service Cloud lets you automate with Macros, thereby avoiding repetitive tasks and resolving problems with ease. Macros help save time and bring consistency to the processes.
Lightning Service Console is the heart of the Salesforce Service Cloud, which provides customization per customer needs, and allows split views to manage multiple cases on a single screen.
Cynoteck has an expert team of certified Salesforce consultants offering a full array of salesforce services. We take pride in being one of the leaders in Salesforce services for more than a decade. Our clients have trusted us time and again, which reflects our dedication and professionalism.