Service Cloud

The Salesforce Service Cloud is available as a SaaS product. Offering 360-degree customer views that enable you to offer smarter, faster, and more tailored services. Create a connected knowledge base, enable live agent chat, and manage case interactions with Salesforce Service Cloud. Based on past activity data, you can personalize customer interactions or even upsell your products/services to them.

• Agent workspace The Customer Service Agent user interface (UI) offers a variety of productivity tools, analytics, and customer views.

• Case management Agents can fetch multiple cases from multiple channels at once by using Service Console. Case management is available on both desktop and mobile devices.

• Knowledge management Company agents have access to the company's knowledge base and can add resources to it.

• Service process automation With artificial intelligence (AI), support functions can be automated.

• Omnichannel routing. Leads and cases can be automatically directed to specific employees based on factors such as their skill set and availability. Managers have full visibility into agent and case routing.

• Service analyticsThe dashboard gives employees access to reports and CRM data, including backlog analysis, chatbot performance, case volume and history, and agent productivity.

• Computer telephony integration (CTI). This allows you to manage calls to and from customers with client information at hand.

• Automation with macros. Customer service tasks can be automated using macros.

• Asset and order management. Asset information, order history, and support history are tracked here.