Salesforce Service Cloud

With this feature, your customer support will conquer as many communication channels as you want. It can be web, email, phone, web or mobile Live Agent chats, social media (Facebook, Instagram, Twitter, Google+, and Sino Weibo), community sites, and even video chats. And besides bringing cases from all these channels into your Service Cloud, Omni-Channel intelligently routes them to appropriate agents based on complex pre-set conditions.

covers the whole case lifecycle: creation, prioritization, assignment, escalation, reassignment, and closure. Moreover, you can specify parameters that should influence each of these stages, and Service Cloud will perform them automatically. For example, you want case priority and type to determine what agent gets assigned to the case, so Service Cloud analyzes this info and triggers the appropriate assignment mechanism.

To empower your service agents to find needed answers and deal with cases faster, Service Cloud enables creating a comprehensive knowledge base for agents. And the ability to assess how useful each knowledge article is can make the base even more helpful provided that you improve the less useful articles accordingly.

Service Cloud provides the possibility to create self-service communities. Using them, customers can access your knowledge base and find solutions by themselves. And to make the community experience even friendlier, you can add a chat to it for customers to conveniently ask agents for help, if they find none on their own.

In some cases, your chats can be powered by Salesforce Einstein. This will free up some of your agents’ time and provide customers with answers to trivial questions about, say, an order status, flight details, etc. And only if your chat bot can’t help, it will transfer customers to the agents competent in the area of the customer’s problem.

This is the ultimate personal work space for every agent. Service Console provides a very convenient view of each case. Apart from showing case state and history, it depicts customer and/or account information and enables agents to look for needed knowledge articles right in the case record.