Best Practices To Follow In Service Cloud Implementation Project

The Salesforce Cloud Implementation from Salesforce .com has been evolving as a major practice in the business sector. One of the purposes of implementing the Salesforce Cloud is to create an efficient platform for customers to engage with the brand and improve their experience through interaction. The Salesforce Cloud platform is now known as the Salesforce Cloud1. The platform is a customer service platform that extends the best customer experience to the clients with the help of its features.

This article discusses the best practices for Salesforce service cloud implementation with different business platforms. The Salesforce Cloud integration with your business enhances internal and external processes that bridge the gap between the audience and the brand. Here are the best ways to integrate Salesforce Cloud1 into your business work infrastructure.

Define the customer service process

Without clearly defined customer service processes, your business will fail to identify the gaps where the Salesforce Cloud platform needs to be implemented. Defining the processes helps in taking an outside approach towards understanding the customer’s needs. The customer needs have to be understood as an experience provided by the organization.

Rather than focusing on the services you can provide, you should focus on the customer experience and how to heighten the experience with the help of your services. The customer services should be defined as a whole in a complete approach instead of segmentation. This will help the organization extend Salesforce service cloud service to clients from different spheres of the audience.

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

Include support of Omnichannel case management

Today, there are multiple channels of interaction for the customers to engage with the brands. The Omnichannel customer service and interaction model is prevalent in such a scenario. Customers want businesses to handle reports and queries quickly and efficiently through any channel they want.

Therefore, today, every business needs multiple contact points with its customers at all times. The cloud service from Salesforce can create an integrated platform for addressing incidents and customer queries quickly. Case feed and Intelligent Routing can help create a strong platform for customer query resolution.

The use of the platform and its features can lead to intelligent management of customer queries and requests in an automated way. The intelligent routing feature allows the business to easily route the queries through different agents based on proximity and urgency. Intelligent AI analysis helps in incident management across different channels.

Don’t avoid changes in the process

The Salesforce cloud platform is an intelligent automated platform that often advises the company towards changing the customer service process for the better. If the Salesforce service cloud consultant suggests some changes in the process for optimization, you should make the necessary changes. Your business should allow room for the upgraded technology to drive the process with necessary additions and up-gradation.

The manual and technical processes should be balanced to create the best customer experience possible. Build a new process around the platform you adopt. When you let the customer service cloud platform create new processes, its output will be optimized and promising. As a Salesforce service cloud consultant, you can easily avail all the features and solutions from the suite of Salesforce.

Be careful of automation in the process

While the adoption of the Salesforce Cloud platform is to automate the majority of the processes, be sure not to automate every process. Always try to understand the impact of the automation step before fully implementing it in the larger picture. Do not automate only because automation is cool and everyone is doing it. Discuss with the team and identify the main processes where automation is necessary.

Automating the main processes will reduce manual labor and save time. The smaller processes that need manual expertise and detailing should be kept. Some areas are common for any business organization, from communication to task automation. If there is a task or process that is very repetitive and constant for your business, try to automate it first. This will increase customization and productivity from the Salesforce Cloud platform.

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

Amass data and analyze them

Robust automation processes and implementation are based on the core of data. The use of data analysis is for every type of business. The creation and study of data can help clarify how the platform can be implemented. Metadata collection and analysis can be done with the help of the Salesforce platform.

The metadata can be collected with the help of multiple customer feedback channels to understand the customers’ needs. On the other hand, the study of internal data gives us an idea of how well the operations are progressing for them to be optimized. The analysis will reveal powerful data points and trends to the user so that the cloud platform can be customized and improved.

Customize the service console

The implementation of the Salesforce Cloud platform should always start with the customization of the service console. The service console is the all-in-one dashboard from where you can easily manage all the services offered through the cloud platform. The customization of the single service console helps you set the right foot in the integration process. This helps create better productivity and streamlined processes through the whole portal.

Implementing the Salesforce Cloud Service platform in a business can create new possibilities of efficiency and automation, creating a better experience for the customers. Before going for Salesforce Cloud implementation, businesses should always take the advice of a Salesforce service cloud service partner.

Reach out to GetOnCRM Solutions for Salesforce Service Cloud Implementation for your business.