7 Features Of Salesforce Service Cloud For Better Customer Support

Salesforce is a service support platform that works through the cloud and extends many features to its users. With the help of new features, Salesforce remains relevant for support agents. There are multiple features that the cloud platform has extended that aim to increase the platform’s automation and text speech capabilities.

The features extend aim at creating a better interface for incident management. The Salesforce service cloud features aim at improving customer experience and reducing incidences of repeated issues. Many customers face a single issue multiple times or do not experience good follow-through from the service team. A Salesforce-enabled support team will be able to resolve these issues easily.

The main features that Salesforce Service cloud has for support agents are as follows:

1. Service Cloud Self-Service Portals and Communities

The Service Cloud Self Service Portals and Communities helps CSRs and support agents to connect with customers at a deeper level. The feature helps agents solve more complex issues for the clients and improves customer service to a great extent. The Self-service portals allow the agents to embed knowledge articles on the portal so that the clients can know more about troubleshooting and resolving common issues.

This also reduces the chances of recurring issues. The portal also allows access to integrated data to support agents and CSRs to keep an eye on the progress on the service front. The self-service feature deflects caseloads from service agents and CSR executives so that the team can work with greater efficiency.

If any customer can resolve the minor issues through the portal, the portal can also include a feature to include chat support for the customer. The portal can also include a window for submitting complaints and requests for help. This way, the customer service agents can deal with the issues streamlined.

Also read: How To Leverage Salesforce Effectively To Fuel Your Financial Services

2. Salesforce Service Cloud agent workspace

Another feature extended by the Salesforce service cloud services is the workspace for agents. This feature enables agents to create a consolidated view of customer experience in real-time to observe customer service parameters. The feature is an omnichannel dashboard for customer service agents to operate with multiple clients.

This omnichannel dashboard helps agents access all the tools necessary for the job in one place. The feature helps the customer care agent understand individual clients personally. This, in turn, also helps in the resolution of the customer needs at a faster rate.

The omnichannel management portal is empowered with Automation AI-powered next step recommendations, which creates a better troubleshooting experience with the help of technology. The portal also produces connected data so that the customer agent can work with data and insights to improve the service. The portal also provides the right space to form a comprehensive view of the case at hand.

3. Omnichannel routing

Omnichannel routing is when you can directly push the cases into the Agent workspace. This feature works closely with the Omnichannel workspace. This mode of routing helps streamline the cases to different agents based on the skills needed and availability of the agent. This helps direct the cases to the most relevant agent quickly.

The omnichannel routing helps automate the whole process of case assignment. This, in turn, avoids any kind of blockage in the pipeline of cases so that the issues keep moving and get resolved rapidly. This can help organize the caseload according to the expertise and availability of the customer support agent. This helps reduce the caseload on individual CSRs while also improving customer support.

4. Lightning flow

When it comes to handling customer calls, it can be frustrating for the CSR and the client. In such cases, Lightning flow can be the feature to employ. The Lightning flow helps streamline calls so that the customer does not face lengthy waiting times. The lightning flow feature shows an active flow screen which helps in monitoring the call.

The feature also has field service mobile flows and auto launched flows. This helps the customer reach out to the most useful resource. The platform allows the CSR to take quick actions based on the issue and its necessity. On the other hand, the feature also extends Salesforce service cloud consultant recommendations for the easy resolution of the issue. In this way, the client does not face any delays in resolving the issue.

Also read: Six Key Salesforce Service Cloud Features That Really Resonate With Customer Service Operations

5. Service cloud telephony integration

Integrating the service cloud telephonic features ensures greater productivity from the customer support team. With the help of this feature, any organization can boost its calling capacity. For example, when the company depends on third-party CTI, the company can still manage both inbound and outbound calls with ease. This feature also extends for companies with Open CTI or Lightning dialer. A company can add a lightning dialer with an additional cost from the Salesforce cloud features.

6. Customer service incident management

The features of the Salesforce cloud help in customer service incident management with multiple capabilities. The portal allows a Salesforce service cloud service partner to route multiple service cases through one channel for better resolution and efficiency. This helps the CSR team deal with the issues urgently and resolve them with priority.

A single channel routing helps expedite the cases and simultaneously provides multiple customers with status updates. Partner integration also helps the CSR team to remain alert about issue updates. This integration helps the team monitor the resolution process and draws insights.

7. Text and speech abilities

Modern, tech-enabled robotic text and speech abilities have changed the way CSRs interact with their clients. The abilities use natural language processing capabilities to let CSRs know which customer conversations are happening most and what are the most faced issues for the customers so that the service channels and processes can be optimized. These abilities help CSRs observe recorded client conversations to improve customer service. The NLP abilities help optimize the processes and knowledge base to best suit the clients.

These are some of the modern features that Salesforce Service Cloud offers support agents and CSRs. With these advanced features, companies can improve their customer service by manifold.