Salesforce.com: Service Cloud

Summary

This video introduces Service Cloud, a modern customer service platform that offers powerful features for providing exceptional support across various channels. Unlike traditional call centers, Service Cloud enables businesses to engage with customers via social media, self-service communities, and knowledge bases. With real-time collaboration, agents can quickly resolve issues by connecting with experts from different departments. The platform supports streamlined case management, mobile video interactions, and integrations with tools like Google and Facebook. Service Cloud allows businesses to deliver seamless, efficient service and enhance customer satisfaction, all from a single cloud-based solution.

Takeaways

• 😀 Modern customer service goes beyond traditional call centers, incorporating cloud services and multiple channels.
• 😀 The Service Cloud allows customer service teams to handle inquiries from various platforms like social media, email, and live chat.
• 😀 Unlike traditional call centers, Service Cloud is cloud-based, meaning no need for expensive servers or complex software management.
• 😀 With Service Cloud, agents can manage customer cases across multiple channels and track important metrics like cases per agent and cases closed.
• 😀 Service Cloud enables real-time tracking and management of social media interactions, such as those on Facebook or Twitter.
• 😀 The system automatically generates cases for customer queries on social platforms, assigning them to agents who can view customer data and problem details.
• 😀 When complex problems require collaboration across departments, Service Cloud's 'Chatter' feature allows instant communication with internal experts.
• 😀 Solutions discovered by internal teams, such as product managers, can be quickly shared with customers via links to knowledge base articles or direct social media responses.
• 😀 The integration with Google ensures that customer queries are addressed promptly by providing relevant search results from the knowledge base.
• 😀 Service Cloud enhances self-service capabilities by allowing customers to open and track cases, ask questions, and access knowledge base resources in a branded community portal.
• 😀 Service Cloud's interface is tailored to optimize agent productivity, offering a user-friendly console for managing customer cases across multiple channels.

Q & A

What is Service Cloud and why is it important for modern customer service?

Service Cloud is an advanced platform designed for providing excellent customer service across various channels. It is essential for modern customer service because it integrates traditional call centers with newer customer service methods like social media, search engines, and self-service communities, ensuring that businesses can meet customers wherever they seek support.

How does Service Cloud work in the cloud?

Service Cloud operates entirely in the cloud, meaning that businesses don’t need to buy physical servers or manage complex software. Users simply log in to Force.com to access Service Cloud, which provides a unified platform for handling customer service cases.

What are some of the key channels that Service Cloud integrates with?

Service Cloud integrates with several key customer service channels including traditional call centers, social media platforms like Facebook and Twitter, email, and even self-service websites and online communities.

How does Service Cloud handle customer interactions through social media?

Service Cloud allows businesses to track customer interactions on social media platforms like Facebook and Twitter. When a customer posts a question or concern, the platform automatically creates a case and assigns it to an agent, who can then respond directly or find a solution using relevant knowledge base articles.

How does collaboration work within Service Cloud when dealing with complex customer cases?

Service Cloud facilitates collaboration through Chatter, a tool that enables team members to share case details and work together to find solutions. Experts from different departments can be brought in instantly, speeding up the resolution process for complex issues.

What role does the knowledge base play in Service Cloud?

The knowledge base in Service Cloud is an essential resource for agents. It contains articles that are automatically suggested to agents when handling customer cases, helping them resolve issues quickly and accurately. Agents can also send these articles to customers through email or phone.

How does Service Cloud improve the customer experience through self-service?

Service Cloud enhances self-service by offering a community platform where customers can ask questions, open and track cases, find answers in the knowledge base, and even communicate with agents if needed. This allows customers to resolve issues on their own while still having the option to escalate to an agent when necessary.

How does the Service Cloud console help agents work more efficiently?

The Service Cloud console is designed to improve agent productivity by displaying all relevant customer information in one place, including social media data, past purchases, and open cases. It allows agents to manage cases across multiple channels seamlessly, helping them resolve issues faster.

What is the benefit of using video calls through Service Cloud for customer service?

Video calls through Service Cloud allow agents to directly see what the customer is experiencing, which can be particularly useful for troubleshooting. By using mobile devices and features like FaceTime, agents can visually guide customers through problem-solving, providing a more personalized and efficient service.

Can Service Cloud be used for both traditional and modern customer service channels?

Yes, Service Cloud is flexible enough to handle both traditional customer service channels (like phone support) and modern ones (like social media, email, and self-service). This makes it a versatile tool for businesses seeking to deliver exceptional customer service across a variety of platforms.