Salesforce Service Cloud

Summary

With Salesforce Service Cloud, you can make every customer service experience effortless. Connect everything, from your customer data to your service experts, all on one platform. Solve problems fast with AI-powered workflows. And give your customers a personalized, all-digital experience they'll love with Service Cloud, the world's #1 customer service software.  

As a Salesforce Crest Partner, our experienced Service cloud consultants focus on designing Service Cloud with the aim of elevating the customer experience, reducing service costs through productivity improvements, and call deflections. Whether it is improved case management and SLA tracking, creating effective Knowledge base access, building powerful and engaging customer community portals, or CTI integration, our expert consultants will help optimize Salesforce for maximum benefit.

Features

  • Agent Workspace
  • Automation & Workflow
  • Case Management
  • Incident Management
  • Integration
  • Knowledge Management
  • Omni-Channel Routing
  • Reporting & Analytics
  • Telephony & Voice
  • Video Support
  • Workforce Engagement

Agent Workspace

Allow agents to seamlessly handle cases from one screen with an easy-to-use service console. Equip them with built-in productivity tools and a 360-degree view of every customer.

Automation & Workflow

Create end-to-end workflows to automate and scale repetitive business processes with drag-and-drop simplicity.

Case Management

Resolve cases faster by combining automated processes with easy access to the full details, context, and history of every case and customer interaction.

Incident Management

Major disruptions happen. Address them quickly by ensuring your teams can identify, track, and fix issues with proven workflows.

Knowledge Management

Drive quick case resolution and maximize agent productivity with recommended articles and optimized article search.

Omni-Channel Routing

Automatically match cases from any channel—messaging, chat, social, email, and voice—to the right agent based on skillset and expertise.

Reporting & Analytics

Boost team efficiency using prebuilt dashboards that monitor agent performance, key KPIs, and channel usage, from anywhere.

Telephony & Voice

Solve phone cases faster and unlock AI-powered productivity tools by integrating cloud telephony into the service console.

Video Support

Give visual support and get valuable customer face time, from anywhere. Provide immediate assistance over video chat, so you can ensure a positive customer experience every time.

Workforce Engagement

Forecast case volumes with the help of AI. Optimize team schedules. And equip your agents with the right skills using on-demand training.