We are so glad you have taken the first step towards customer service perfection with Salesforce Service Cloud. Salesforce Service Cloud, as you might know, is a platform that allows you to manage customer service interactions, create versatile automations and use reports and dashboards for tracking the effectiveness of your implementation. Service Cloud’s wide range of configurations and tools allows for customization. It may leave you asking, “Where do you start?” This guide will give you an overview of all the information that you need to implement Service Cloud successfully.
Configure and manage cases
Service agents will use cases to communicate with customers. It is important to ensure that your cases are properly configured so you can build your implementation. Customer satisfaction is directly affected by the way that cases are managed.
You will find the following in your case management toolbox:
- Case teams — Allows people to come together to solve problems
- Queues– Queues are used to store inbound cases, without an owner, so team members can share the workload and take over processing them as they arise.
- Assignment rules Allow cases to route to users or queues as specified by attribute criteria
- Auto-response Rules – Inbound emails can have a criteria-dependent auto response before the follow-up of a service agent.
- Escalation Rules – Some rules can be used to escalate cases based upon priority, case type or response time.
Service Level Agreements
A standard of service is important to provide the best possible customer service. Service-level agreements enable you to clearly define the service commitment you make to your customer. You will find an integrated approach to managing SLAs through service contracts, entitlements and milestones.
Productivity tools
Once you have defined the service process and case layout, you might be able to identify repetitive tasks or automation opportunities that your service agents would love for when it comes time to interact with cases. Service Cloud offers many time-saving options to address these issues. These are just a few:
- Quick text – This is as simple as it sounds. A quick text message or phrase can be added to emails, chats, or other media.
- Macros– Macros let you define a set instructions that tells the system how to perform a task. A macro can be used to automate repetitive tasks, such as answering customer inquiries.
- Mass Quick Actions Users can use mass quick actions to update or modify up to 100 records in any list view.
- Split View – This allows users open a collapsible view and also see record details.
- Email templates – A template can be used to standardize responses and can use case-specific details like contact name or subject. Either define the emails that will be sent automatically, or you can customize the email before it’s sent.
Omni-Channel Routing
The Omni-Channel is one of Service Cloud’s most important features. It allows you to set up routing rules that allow agents to be assigned work based on their availability and skill level. It serves as a communication hub that allows for multiple channels of interaction, and can ensure that your service team works at its best.
It also allows managers to monitor the work items assigned to agents as well as the status of Omni-Channel cases. Chat transcripts and voice transcripts can be updated in real time. Managers can use them to support agents via messages and respond to their requests when they are needed.
Service Cloud Channels
Service Cloud can capture interactions with customers via a variety of channels, including email, phone and webchat. Screen flows for phone calls or email-to-case allow you to easily update, interact and manage your service requests, so agents can spend more time solving problems and less time scrolling through screens.
The value proposition of CRM services is to offer the best customer service possible through the ability to communicate with customers and gather all relevant information from each interaction.
Salesforce Knowledge
Salesforce Knowledge allows you to share knowledge articles with customers, partners and service agents, as well as store them in a central repository. Knowledge articles can contain any type of information that you wish to share with others, including a FAQ or step-by-step guide. Chat Answers allows your service agents to access the Knowledge Base to answer customer questions and embed articles in the chat. Data Categories allow articles to be organized by predefined criteria. They also permit controlled access, so that only authorized people can view certain documents.
Einstein for Service
Einstein for Service is one of the most interesting features in Service Cloud. This collection of tools uses AI and intuitive suggestions to assist customers and service agents.
- Einstein Bots– Bots can be a great way for service agents to handle low-complexity requests. They can be set up to answer routine customer inquiries and escalate to service agents if necessary.
- Einstein Classification apps – This tool is extremely useful and can automatically fill in certain case fields based upon historical case data. It can also recommend or select values to help agents focus on the conversation. Agents are shown suggested or selected values based upon chat interactions with Einstein Case Wrap Up.
- Einstein Article recommendations Agents can be given article suggestions based on chat communications in order to quickly and adequately answer cases.
- Einstein Reply Recommendations Allows you to quickly create replies to customer chat messages. This allows for standardization in messaging and reduces agent time.
Security
It is crucial to ensure that confidential or sensitive information remains safe. Salesforce security features allow each user to have customized access. You can control access to all levels of your organization’s data structures with Sharing Settings, Roles and Profiles, Permission sets, Field Level Security, and Role, Profile, Sharing, Roles and Profiles.
- Sharing Settings – With Sharing Rules, you can open up record-level access by specifying which records are shared with specific users based upon record criteria. Manual sharing allows users to share records with users who may not have access to read or edit through other permissions.
- Roles – You can use roles and a hierarchy to open access to record-level information based on your organization’s hierarchy. Managers can have access to records belonging to their subordinates, for example.
- Profiles – These profiles determine which permissions a user needs to view or interact at the object level with data, such as read, create, edit and delete.
- Permission Sets – Permission sets can be used to grant additional object level access to a defined subset of users who may or not share the same profile.
- Field-level Security – This is the most detailed level of object security. It allows you to grant permissions or profiles access to specific fields within an object.
Dashboards and reporting
Service Cloud dashboards and reports give supervisors a complete picture of their service team’s output. They can also highlight areas for improvement. Reports provide statistics like the number of cases opened, comments received, case owners, contact role, response time, and case comment. Dashboards can be used to visualise report data and provide an overview of your service health.
Data Migration
Salesforce offers a few data migration options that can be used to import existing service or case data. The Import Wizard can be used to load less than 50,000 records simultaneously and prevent duplicate record creation. Data Loader can load up to 5,000,000 records simultaneously and provides a command-line interface that allows you to perform automated operations.
System Integrations
Salesforce is not the only tool you use to manage your business. Salesforce Service Cloud can connect to any existing ERP or service platform that you need to integrate with. This allows you to connect multiple systems together and automate repetitive tasks. It can also help speed up your resolution time and improve customer service.
Salesforce AppExchange offers a wide range of pre-made integration packages that can be easily installed to your organization. If a premade option is not enough, a company like Contact Us will help you create a custom integration solution that suits your needs.
It’s time to build your best service platform
Salesforce Service Cloud offers many options for customizing service implementations. A tailored Service Cloud can be a great way to provide value to your customers and help them build long-lasting relationships. For any questions or assistance in building the best Service Cloud platform, contact DB Services