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How to get started with Salesforce Service Cloud?

Salesforce Service Cloud is a powerful and highly configurable platform, which requires initial setup, configuration, and customization to create a successful go-live solution. Not only is it essential to know the software platform well, but more importantly, you must understand how to map business processes to application features to ensure the Service Cloud supports your customer service teams. Our team of highly experienced Salesforce certified engineers can help you get you the most out of your Service Cloud solution.

For organizations with more extensive support needs, Service Cloud has additional extensions available including knowledge/help article management, field service & dispatching solutions and a mobile application for your field service technicians/support staff.

Boost your customer relationships.

Salesforce Service Cloud was built as a tool for customer support organizations. Customer support can take a lot of different forms depending on the type of company and customer service needs you have. Service Cloud supports call-center operations, management of field-service teams and tracking customer support cases from open to close.

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    The central role of Service Cloud is to help with the process by which you document customer support or service needs and track internal routings and work performance units.

    Salesforce Service Cloud can help your business:

    • Engage with your customers through different channels. The platform can be used by multiple support teams handling unique cases while building a unified understanding of your customer’s service journey with your organization.
    • Help front-line customer care to log service tickets and auto-route tickets to downstream support staff based configurable routing rules.
    • Create and maintain searchable content that can be used by all customer service and operations team from call-center staff to field service teams.
    • Activity tracking such as call logs, task lists and email tracking between internal teams and external customers, partners, and contacts.

    Service Cloud can be used by customer service agents fielding support calls and generating support cases for downstream teams to address. You can also provide online, self-service solutions that allow your customers to create support cases through submission of a help form. Service Cloud includes customizable business rules that can autoroute support cases based on the nature of the request and the organization of your internal support and field service teams.