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      6 Salesforce Service Cloud Features to Level Up Customer Service

      Mar 23, 2023

      5 minute read

      There is a common string that binds every successful business – efficient customer service. Whether your business is small or large, your customer service team should be empowered enough to help your customers 24/7. In today’s hyper-connected world, customers have the power to define success for your business. They can call you up, tag you on Twitter, write an email to you, or just head to your website when they need help. What makes them come back to your brand is how efficiently you serve them at the moment when they need it. This is why efficient customer service is an essential component of a successful business. But how do you think successful brands go about it?

      Sample the music app, Spotify. Right from when it was a small startup to now having around 400 million active users and a wide presence across the world, Spotify has continued to offer amazing customer service. They started from Salesforce (when they were a small business) and later migrated to an integrated Salesforce Service Cloud system. Possibly that is the reason why they are able to keep their customer experience so personalized. They deliver an omnichannel customer experience and it is evident by the fact that they reach each customer across channels whenever there’s an outage and help them at granular levels.

      And there is a long list of companies that use Salesforce Service Cloud to deliver exceptional customer services with some of the prominent names being Amazon Web Services, Toyota, Aldo, American Express, and Canon. But before we dive into what features make Salesforce Service Cloud the first choice for businesses, let’s look at an important question.

      What is the Importance of Having Strong Customer Service Operations?

      Blog Features That Are Essential To Customer Service Operations Blog Image 1 1 1
      • Customer Service Represents your Brand Image

        Customer service relays your brand image to the customers. Customers directly come in touch with you through your customer service team. If your customer service team is able to support your customers effectively, it reflects your strength as a brand.

      • Customer Service Improves Customer Retention

        Happy customers are more likely to stay loyal to your brand. So, investing in customer service can help you improve your customer retention. Also, repeat customers are likely to spend more with your brand. Thus, customer retention leads to an increase in profitability.

      • Happy Customers Bring in More Customers

        Customers are likely to share their positive experiences with others. This means your customers are your real brand advocates and when they are happy, they are poised to bring in new customers for you.

      • Customers Pay More to Companies that Offer Better Experiences

        Customers are influenced by even a single experience. One positive or negative experience becomes a deciding factor for them to stick to a brand or run to a competitor. And great experiences that save their time and solve their problems matter so much to them that they are even willing to pay more to companies that provide them.

      Various companies are using Salesforce Service Cloud to streamline their customer service operations. But for you to get started with it, it is important to look at your unique customer service needs and consider the features that are absolutely essential for you. We have mentioned a list of important features to help you get started. Let’s take a look.

      Essential Features of Salesforce Service Cloud


      1. Agent Workspace

      Agent workspace is an omnichannel console for customer service representatives. It creates a unified view of customers in real-time and helps the representatives understand customers on a personal level and resolve cases efficiently. Agent workspace gives them access to a comprehensive view of case details, automation, connected data, and AI-powered next step recommendations.

      2. Omni-channel Routing

      This offers a great way to assign cases to the right agents based on their skills and availability. It also allows administrators to set automation rules that deliver cases to the best agents available to handle any situation. This helps companies deliver faster solutions to customers.

      3. Lightning Console

      The Lightning Console unifies the reps’ experiences and provides them with all the information related to customer profiles, their case histories, and access to dashboards where this information is vividly presented.

      4. Knowledgebase

      It is crucial to make your support reps equipped with the right answers for customer queries. With the knowledgebase embedded into the agent console in Salesforce Service Cloud, agents can access the right information and deliver it to the customers. They can also contribute themselves to the knowledge base.

      5. 1:1 Chat from Any Device

      This allows a service representative to connect in real-time with a customer via the web. It facilitates an instant 1:1 chat from any device. In case of a technical issue, chats can also be rerouted to subject matter experts.

      6. Service Cloud Mobile

      It helps manage cases from anywhere. It is available in the form of an app that gives representatives real-time access to the case and queue information that you see on the console. The app’s interface is so intuitive and easy to navigate that you can review and update information just within a few taps. It can help users create cases, accounts, and contacts, view and update cases, send emails, Facebook, and Twitter messages, and utilize the lighting experience on a mobile device.

      How Slack Would Change the Current Operations of Service Cloud

      The capabilities of Slack combined with Salesforce Service Cloud and Customer 360 will prepare every company for the work-from-anywhere world. As most companies are trying to combine remote and onsite work, Slack-First Customer 360 empowers everyone in an organization to communicate, collaborate, and take action on information from Salesforce and other apps they use. These pre-built integrations will help the service teams get a single, shared view of the customer, unite teams and streamline workflows built around CRM data.

      Salesforce and Slack can help resolve cases faster. They can help teams to collaborate and provide real-time customer support, get instant access to Service Cloud case data, and improve customer satisfaction scores. The Slack-First innovations help service teams automatically identify and bring the right experts into a case, accelerating customer response times. This efficiency can grow further through swarming, which is a feature that creates a Slack channel for service teams to work on complex and high-priority cases and coordinate internal and external partners. Likewise, Expert Finder is a feature that automatically finds the right experts to add to a swarm channel based on their skills and availability.


      Having Salesforce Service Cloud in your hands, your customer service teams are empowered like never before. It helps them automate tasks, be more connected, and be better poised to provide faster resolutions to customers, which ultimately helps improve CSAT.

      Want to Maximize your Salesforce Investment and Deliver an Exceptional CX? Talk to Us!

      Our seasoned team of Salesforce consultants would be ready to pitch in. And for more questions, just drop us a line at [email protected] and we’ll take it from there.

      Frequently Asked Questions

      Question 1: How does Salesforce Service Cloud’s Omnichannel Routing feature ensure efficient case assignment and resolution, and what specific benefits does it offer to customer service teams?

      Answer: Salesforce Service Cloud’s Omnichannel Routing efficiently distributes cases across channels based on rules and agent availability. This ensures faster response times, improved customer experience, increased agent productivity, and real-time visibility for supervisors.

      Question 2: Can you provide insights into the potential impact of integrating Salesforce Service Cloud with Slack on the overall productivity and collaboration within customer service teams?

      Answer: Integrating Salesforce Service Cloud with Slack enhances productivity and collaboration by enabling real-time communication, access to customer data within Slack, automated notifications, and improved team collaboration through Slack’s features.

      Question 3: What metrics or key performance indicators (KPIs) should businesses consider when evaluating the effectiveness of their customer service operations using Salesforce Service Cloud, and how can they leverage these insights to drive continuous improvement?

      Answer: Key metrics include First Response Time, Average Resolution Time, Customer Satisfaction Score, First Contact Resolution, Agent Utilization Rate, SLA Compliance, Customer Retention Rate, and Net Promoter Score. These metrics help businesses identify areas for improvement, optimize processes, and drive continuous improvement in customer service operations.

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