Salesforce Service Cloud Implementation

A CRM platform called Salesforce Service Cloud is utilized for customer service assistance and aids organizations in efficiently and rapidly reaching out to their clients. Cloudbuzz technology is a Salesforce Service Cloud Consultant who helps businesses manage customer service interactions with ease and establish strong bonds.

With the help of additional third-party platforms and Salesforce Service Cloud Implementation, Cloudbuzz technology can give you and your clients a beautiful, seamless experience. As a certified Salesforce Cloud Consulting business, we are skilled at offering you excellent solutions and assisting in the improvement of customer service interactions on any platform, anywhere, at any time

What We Do

We have in-depth understanding of and expertise with Salesforce Service Cloud to assist your company in reaching new heights in a faster, more efficient manner.

How Cloudbuzz Technology enhances your Customer Support through Service Cloud Implementation

Case Management

Case management is essential for any business since it considers the customer’s complete life cycle and has a direct impact on how they see you. By utilizing our Salesforce Service Cloud implementation services, you will have complete control over your cases and improved case generation, assignment, escalation, and prioritizing capabilities.

Knowledge Base

With Cloudbuzz Technology’s comprehensive knowledge base at their disposal, your customer care representatives can quickly and accurately locate the solutions to consumer problems. Our Salesforce Service Cloud application gives them the ability to build and access an extensive knowledge base of articles, greatly improving the viability and transparency of the process.

Our Five-Step Approach for Successful Service Cloud Implementation

Align Service Cloud with your Business Goals

The first stage in service cloud implementation is setting goals. Our Service Cloud specialists gather the crucial organizational indicators to develop a plan that takes into account your particular business objectives and difficulties.

Customize Service Cloud

With our Salesforce Service Cloud customization, we assist you in achieving customization, one of the strengths of Service Cloud, to create a seamless and simple-to-maintain experience.

Migrate Data

For a continuous two-way data flow, we carefully migrate your customer data to the Service Cloud platform and integrate Salesforce Service Cloud with your CRM. This promotes transparency and speeds up data availability for your sales representatives.

Test and Retest

Before staging any platform, we use a sandbox approach of development as the necessary insurance. To ensure that the changes won’t result in any problems in production, our Service Cloud experts will test and retest the new deployment in the sandbox setting.

Enhance the Agent Experience

Through weekly webinar sessions, our team of Service Cloud consultants will aid in hastening the adoption of Salesforce Service Cloud by your salesforce. We assist them in completely utilizing Service Cloud to enhance customer service and give them a convenient experience.

Salesforce Service Cloud Key Features

To better grasp the Service Cloud’s extensive capability, look through the list of its essential features :

Omni-Channel :

Your customer support will rule as many communication channels as you desire with the help of this capability. It can be social media (Facebook, Instagram, Twitter, Google+, and Sino Weibo), community websites, phone, email, web, or mobile Live Agent chats, and even video chats. Additionally, Omni-Channel automatically assigns cases from all of these channels to the proper agents based on intricate pre-set criteria in addition to bringing them into your Service Cloud.

Case Management :

The case management component of Service Cloud includes everything, from case creation, prioritising, and assignment through escalation, reassignment, and closure. You can also set the criteria for particular phases in Service Cloud, and it will carry out the duties for you. The desired mechanism is started by Service Cloud after conducting the necessary analysis.

Service Console :

The service console makes it simpler for the agents to conveniently obtain case-specific insights. It displays both the cases’ past and present developments. Additionally, agents have access to client and account information, making it simpler to locate the necessary information in the case data.

Knowledge Base :

A thorough knowledge base that is developed with the aid of Service Cloud proves to be highly beneficial for the agents. Not only does it assist the agents in finding every of their answers, but it also speeds up case resolution. Additionally, by rating each knowledge article’s usefulness, the knowledge base becomes more beneficial for the agents.

Process and Routine Automation :

Through the use of workflows, macros, email templates, approvals, and other techniques, Service Cloud makes it simple to automate the procedures.

For instance, when a customer expresses extreme dissatisfaction with support, service representative Alex claims that a specific consumer incentive is required.

A workflow directs Salesforce to ask Peter, Alex’s manager, to approve an incentive. Alex chooses and sends a suitable email template to the client after receiving her approval to provide this reward. Alex notices that 8 similar instances have entered the system on yet another day in customer assistance. He answers them all at once using a bulk macro, which concludes the cases.

He then executes another macro to automatically close the cases. The time that these kinds of automation save managers and agents is significant.

Service Analytics :

Service managers and agents may quickly access the Service Analytics, which is powered by Salesforce Einstein. It provides insightful information about the department’s and agents’ performance. With the help of Service Analytics, viewing the reports of various complexity is made simpler. It can be a first contact resolution rate report. Or based on the quantity of cases reassigned for each case type, which shows the average customer satisfaction (CSAT) rate for each case type, as well as the agents who routinely reassign cases more frequently than a predetermined amount of times per week. In addition to reporting, Service Analytics can make suggestions on what an agent should do, for example, to raise CSAT.

Field Service :

Salesforce Service Cloud provides strong field service management features in addition to customer support, helping businesses to better manage their mobile workforce. Businesses can manage their calendars and work orders, send personnel to customer locations, and follow their progress with Service Cloud. Additionally, personnel may access client data using Service Cloud, which helps them to deliver more individualized support and swiftly address problems.

Self-Service Communities :

Self-service communities can be established using Service Cloud.

Customers can use them to access your knowledge base and resolve issues on their own. Additionally, you can provide a chat feature to the community to make it even easier for users to ask agents for assistance if they run into any problems on their own.

Einstein Bots :

Salesforce Einstein may occasionally be used to power your discussions. This will free up some of your agents’ time and give consumers access to information about petty issues like order status, flight information, etc. Only if your chatbot is unable to assist will it direct clients to agents who are knowledgeable about their particular issue.

App Builder :

You can use this capability to request the development of your own Salesforce customer support apps if there is still something missing from all of the Service Cloud’s features.