3 Service Cloud features you should utilize

Service Cloud is a customer service software by Salesforce that allows you to increase customer service efforts and streamline team processes. Service Cloud is one of the world’s most popular and highly rated customer software solutions, including extensive email, phone, web and chat features.

If you’re new to Salesforce, try utilizing Service Cloud to increase the quality of your customer outreach. Try out these three features first to gain new customers and build stronger client relationships:

1. Salesforce Cloud Agent Workspace

This digital workspace allows customer service agents to work through an Omni-Channel console, granting them a 360-degree view of the client. This allows support agents to view customer data from different departments in one area. This leads to quicker problem-solving during customer service phone calls where agents can provide customers with the correct materials to help them with their questions.

2. Omni-Channel Routing

Omni-channel routing is a support team favorite because it allows internal teams to work faster by routing service cases to the correct agent based on factors like department, skillset and availability.

The agent is notified of the case immediately because it’s pushed into their workspace through IoT signals – allowing agents to talk with customers through multiple channels including messaging, chat, social, email and voice. This feature also helps managers because they can view and monitor their entire team through a bird’s eye view. Managers view specific conversations that are happening and assist when needed.

3. Reporting and Analytics

The best way to measure KPIs and monitor company performance is through an advanced, prebuilt Service Cloud reporting dashboard. Although this reporting dashboard includes helpful analytics around agent performance and account reviews, you can completely customize your dashboard to fit your business.

Once your reporting dashboard completely fits your business, you can focus on identifying churn risks and gathering predictive insights to ensure your clients stay with you longer and refer you to others. Plus, the easy access snapshot reporting features allow you to pull analytics for company presentations and measure year-end sales goals.

Our team at 17 Grapes is here to help you implement Salesforce correctly. Instead of dealing with tech issues, our team enables you to reduce the chaos and automate your processes before it’s too late. Contact a service agent by visiting our website or calling 801-245-0500.

We look forward to helping you adjust to your new Service Cloud software system!