Ensuring your customers are taken care of is the priority of your Customer Service team. From phone calls to emails, text messages to online chat, self service websites to social media, Salesforce Service Cloud gives your Customer Service team the ability to work with your customers in the way they would like to communicate with your business
Case Management
- Web-to-Case Forms
- Case Routing
- Milestone and Entitlement Tracking
- AI Case Wrap Up
- Advanced Agent Routing
- Case Classification with Einstein AI
Knowledge Base
- Deflect Cases with Externally Facing Self-Service Knowledge Base Site
- Create differentiated knowledge bases for internal users, partners, and customers
- Generate articles from Cases
- Recommended articles based on Case information
- Category Management article structures
Incident Management
- Event Monitoring
- Incident Tracking
- Related Cases
- Broadcast Communications for Customers and Internal Teams
- Swarming with Slack
Customer Portal
- Create and View Cases
- View Communication History
- View gated knowledge articles
- Integrate with other processes and systems, such as invoices and IoT connectivity
- Service Catalog Access
Business Impact
- Improve Your Customer Service and CSAT Scores
- Boost Agent Productivity and Resolve Cases Faster
- Deliver Personalized Customer Support Experiences
- Centralize Knowledge Across The Organization