Service Cloud Basics - Automate Your Service Process with Service Cloud

Service Cloud Platform Overview

• The Service Cloud platform is a customer support platform that enables agents to deliver instant and easy service through multiple channels.
• It allows customers to choose how to reach out and start a conversation with agents, anywhere, and on any device.

Embedding Customer Support

• The Service Cloud platform enables embedding customer support into existing mobile apps and websites.
• It allows agents to deliver in-app mobile support through tools like Embedded Service and Chat.
• Customers can see and talk with an agent anytime and anywhere.

Automating Service Processes

• The Service Cloud platform automates service processes by routing cases to the right agent, at the right time.
• It provides agents with all the customer information they need at their fingertips, in one screen – the Service Console.
• The Service Console saves agents valuable time and increases their productivity.

Key Benefits

• The Service Cloud platform brings a 40% increase in agent productivity.
• It enables 41% faster first contact resolution.
• It leads to a 34% increase in customer retention.

360-Degree Customer View

• The Service Cloud platform gives agents a 360-degree customer view from a single screen on the Service Console.
• It connects sales, marketing, and customer service, enabling agents to have all the information they need.
• Agents can deliver intelligent service, seeing everything from service history to previous customer sales.

Self-Service Channel

• The Service Cloud platform enables customers to use self-service to find what they need.
• It allows customers to escalate their issue directly to a service agent whenever they want to.
• The self-service site and portal can be built quickly and easily using Experience Builder Templates.

Field Service

• The Service Cloud platform connects field service technicians and mobile employees to the same information as other agents.
• It provides mobile access to information, including work orders, van stock, and inventory, through the offline-first, dedicated Field Service mobile app.
• It enables mobile employees to resolve cases in the first visit and track them step-by-step.

Learn about the Service Cloud platform, a customer support platform that empowers agents to deliver instant and easy service. Explore the various channels through which customers can reach out and start a conversation.