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Salesforce being a CRM is used to connect people and information. In this blog, I am going to explain one of the core service – Salesforce Service Cloud and how it revolutionized customer support by making interactions easier between an organization and its customers. In my previous blog, you learned how to create a custom Salesforce Application. Moving forward, I will help you understand how Salesforce Service Cloud can add value to your business. First, I will explain the need for Salesforce Service Cloud, what it is and what all services it provides to engage your customers. In the end, I will explain one use case on how Coca-Cola has been extremely successful in enhancing their customer’s experience using Service Cloud.
So, let’s get started with why your organization should choose Salesforce Service Cloud.
If your company deeply cares about the customer service, then Salesforce Service Cloud is what you should go for. Irrespective of whether you are in B2C or B2B domain, you will have several customers raising tickets and queries on a regular basis. These tickets will be received by your service agents. Salesforce Service Cloud helps you in tracking and solving these tickets efficiently.
This is not the only way how you can transform customer experience. Let’s dig deeper and see how Salesforce Service Cloud is creating an impression.
To sum up, Salesforce Service Cloud definitely helps in improving your operational processes leading to better experience for your customers. Based on a study done across companies using Salesforce Service Cloud, growth in performance metric has been drastically increased. If you see the below infographic, agent productivity increased by 40%, case resolution increased by 41%, which eventually led to a 31% increase in customer retention.
This growth illustrates why people prefer Salesforce Service Cloud and how it plays an important role in improving your customer support team.
Now let’s understand what Salesforce Service Cloud is and what services it has to offer.
Salesforce offers Service Cloud as Software as a Service. Service Cloud is built on the Salesforce Customer Success Platform, giving you a 360-degree view of your customers and enabling you to deliver smarter, faster and more personalized service.
With Salesforce Service Cloud, you can create a connected knowledge base, enable live agent chat, manage case interactions – all at one platform. You can have personalized customer interactions or even up-sell your products/ services based on his/her past activity data.
Now, you may be wondering how to access Service Cloud. Let me walk you through the steps to access a Service Cloud Console.
Step 1: Login to login.salesforce.com
Step 2: Create a SF Console App
Step 3: Choose its display
Step 4: Customize push notifications
Step 5: Grant users Console Access – Sc User
As I had mentioned earlier, there are case tracking and knowledge base features. There are several other services that Salesforce Service Cloud offer which will enable you to provide a differentiated customer experience. You can refer the below image to see what Salesforce Service Cloud has to offer you.
You can take your console to the next level by learning the following features in Salesforce:
Case Management – Any customer issues raised are usually captured and tracked as cases. Cases can be further classified into the following:
At the core of the Service Cloud lies the ‘Case’ module. Let us understand the Case module with an example. Assume in a large organization like Coca-Cola, few of the employees’ systems get crashed, let’s call it as ‘breakdown of laptops’. Now you need to fix this as soon as possible to ensure business continuity. Service Cloud helps you track the progress and provides you with all the necessary information of every Coca-Cola agent. You can solve the problem by creating a case. You can then assign them as ‘high’ priority and also categorize the origin of this case (such as phone, email or web) and then click on ‘Save’. Refer the below screenshot to get a better understanding.
Solutions – You can categorize your solutions into query types – making your solution search easier and closing the case faster. With this, the agent does not need to create a new solution to existing queries every time. This helps in enhancing your agent productivity. Solutions do not need any additional license.
For the same Coca-Cola scenario, if you want to solve a case as an agent, then you will definitely search for a solution. Firstly, you can check whether the solution has been already present or not. If it is not present, then your admin can create a solution stating that the case has been resolved and hence can be closed. You can refer to the screenshot attached below.
As you can see in the above screenshot, I have created a solution- ‘Laptop Solution’ that displays the title, status and the details of the solution created.
Knowledge – Salesforce Knowledge is a knowledge base where users can edit, create and manage content. Knowledge articles are documents of information. Customers can go to the company’s website and search for solutions. Knowledge articles can be associated with a case before it is closed unlike solutions. Salesforce Knowledge needs a separate license to be purchased.
Communities – Communities are a way to collaborate with business partners and customers, distributors, resellers and suppliers who are not part of your organization. Typically, these are the people who are not your regular SFDC users, but you want to provide them some channel to connect with your organization and provide them access to some data as well.
In Salesforce, if you go to the ‘Call Center’ dropdown, you will find Success Community. A Salesforce user can use their user id and password to login there. This community is accessible to all the developers, functional consultants or admins. In this community, user can search anything as it has a lot of things like documentation, articles, knowledge, feed, questions and many more. For example: If you want to know about record type, then you can search here. Have a look at the screenshot attached below.
As you can see in the above search, you got a lot of customer’s problems, documentation, known issues, ideas etc. You can now start exploring them, understand the major issues faced by the customers and fix them accordingly.
Console – Agent console provides unified agent experience. It reduces response time by placing all the information together. In a console, you can find everything from customer profiles, to case histories, to dashboards – all in one place.
As I have shown you the basics of how to set up a Salesforce console in the beginning of this blog. Admin can grant Console Access to the users, Service Cloud gives you the console access where you can assign users to it. Refer the below screenshot, you can assign user profile for the console. Also, you can assign the Service Cloud user license to agents with those profiles so that they can start using your console.
Social Media – Service Cloud lets you leverage social media platforms such as Facebook, Twitter to engage visitors. With Salesforce Social Studio, customer requests are escalated directly to your social service team. Social media plays an important role in bridging the gap in virtual world, engaging them in real time.
Live Agent – Live agents deal with 1:1 customer interaction. Agents can provide answers faster with customer chat and keyboard shortcuts. They stay totally connected to the customers as their team members are alerted immediately to get the issue resolved. Also, it makes the agents smarter and more productive in the process with real-time assistance. This in turn improves customer satisfaction.
Salesforce Service Cloud is all about providing services to your customers and building a relationship with them. You can use other features such as call center, email & chat, phone, google search, contracts and entitlements, chatter and call Scripting.
Salesforce Service Cloud offers three pricing packages- Professional, Enterprise and Unlimited. You can refer to the table below and select your plan accordingly.
|Professional – $75 USD/user/month||Enterprise – $150 USD/user/month||Unlimited – $300 USD/user/month|
Service contracts and entitlements
Single Service Console app
Web and email response
Social customer service
Lead-contact account management
Customizable reports and dashboards
Mobile access and administration
Limited process automation
Limited number of record types, profiles, and role permission sets
Unlimited apps and tabs
Advanced case management
Live Agent web chat
“Our agents love Salesforce CRM Service. They tell us how easy it is to use and how phenomenal it is when it comes to driving a better customer experience” – Charter
This is how Salesforce Service Cloud has revolutionized the way customers interact with organizations using the services over the internet. Now, let’s have a look at how Coca-Cola implemented Salesforce Service Cloud to solve its business challenges.
Many global organizations leverage Salesforce Service Cloud for a better customer relationship management solution. Here, I will talk about how Coca-Cola Germany used Service Cloud to analyze consumer behavior and build data driven business strategies. This use case will give you an idea on how Service Cloud can be used extensively across any domain.
Salesforce Service Cloud is an integrated platform to connect employees, customers, and suppliers around the world.
Earlier, Coca-Cola was facing several issues while managing their customers. Some of them are listed below:
“In the past, big companies outcompeted smaller companies. But that’s history. Today, the fast companies outcompete the slow companies,” explained Ulrik Nehammer – CEO of Coca-Cola.
Now when they are connected to the Salesforce Service Cloud, technicians are alerted in real-time on customer issues. This helps reduce response time dramatically. Also, call center support agents receive instant access to customer history. With all of this, productivity of Coca-Cola Germany’s technical services has shot up by 30%.
With the Service Cloud, they wanted to understand their customers’ need and cater to them more effectively. Here are some key points that contributed to their excellence.
“This has been a massive step forward for us,” said Andrea Malende, business process expert and mobile solutions in Coca-Cola. “I’m amazed how quick and smooth the implementation was.”
This is how Coca-Cola implemented Salesforce Service Cloud thus making their customers happy. There are several other Salesforce Service Cloud use case stories which show how various companies have benefited and grown their business.
Salesforce Service Cloud supports integration with various application and business system as shown in the image below:
Since everyone and everything is connected on one platform, you should definitely go for Salesforce Service Cloud. Hope you enjoyed reading my blog, you can also go through the video below for a detailed explanation and demo on Salesforce Service Cloud.
Salesforce Service Cloud Training | Salesforce Training Video For Beginners | Edureka
This Edureka Salesforce Service Cloud training video for beginners will help you learn Salesforce service cloud benefits, what it is, its various features, use case along with service cloud demo.
Check out our Salesforce Certification Training, which comes with instructor-led live training and real life project experience. Feel free to leave any questions you have in the comment box below.