Service Cloud Basics - Automate Your Service Process with Service Cloud

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Questions and Answers

What does the Service Cloud platform provide to every agent?

A 360-degree customer view from a single screen on the Service Console (correct)

A limited customer view from multiple screens on the Service Console

A 180-degree customer view from a single screen on the Service Console

No customer view from the Service Console

Why do agents not need to ask for customer information every time they contact them?

Because the Service Cloud platform only handles self-service

Because the Service Cloud platform is only for field service technicians

Because the Service Cloud platform does not store customer information

Because the Service Cloud platform connects sales, marketing, and customer service (correct)

What is the primary purpose of the Service Cloud platform?

To give agents superpowers to deliver instant and easy customer support (correct)

To provide customer support through phone and email only

To monitor customer's social media activities

To automate sales processes

What can agents see in the Service Console to deliver intelligent service?

Everything from service history to previous customer sales Signup and view all the answers

What is the purpose of the Experience Builder Templates?

To build a simple self-service site quickly and easily Signup and view all the answers

Which of the following channels are open for agents to respond to customer needs?

Email, phone, SMS, social media, self-service sites, and real-time web chat Signup and view all the answers

What is the advantage of the Field Service mobile app?

It provides mobile access to the same information as other agents Signup and view all the answers

What is the benefit of embedding customer support into existing mobile apps and websites?

To deliver in-app mobile support through tools like Embedded Service and Chat Signup and view all the answers

What is the benefit of the Service Console?

To put all customer information at agents' fingertips, all in one screen Signup and view all the answers

What is the benefit of resolving cases in the first visit?

It resolves cases faster Signup and view all the answers

What can you track with the Field Service mobile app?

Mobile employees step-by-step, including work orders, van stock and inventory Signup and view all the answers

What is the result of using the Service Cloud platform?

A 40% increase in agent productivity Signup and view all the answers

What is the ultimate goal of using the Service Cloud platform?

To fly toward amazing customer service Signup and view all the answers

How does social service enable agents to respond to customers?

By monitoring a customer's needs and responding in whatever channel the customer feels comfortable using Signup and view all the answers

What is the benefit of automatically routing cases to the right agent?

To give agents an extra helping hand Signup and view all the answers

What is the result of using the Service Cloud platform in terms of customer retention?

A 34% increase in customer retention Signup and view all the answers

Study Notes

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.

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Description

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.