Everything You Need To Know About Salesforce Service Cloud

If you’re looking for a customer relationship management (CRM) solution to nurture customers and improve the efficiency of your customer service team, you’ve probably heard of Salesforce Service Cloud

Whether you have questions, or you’re just perusing the market, here’s everything you need to know about Salesforce Service Cloud.

What is Salesforce Service Cloud?

Service Cloud was launched in 2009 as a new customer service application. Built on a SaaS (software as a service) model,  Salesforce Service Cloud is a CRM platform designed for customer service and support teams. On the surface, Service Cloud streamlines workflows, automates service processes and builds one-to-one marketing rapports with prospective customers across several different touch points. 

However, Service Cloud can do so much more than improve customer service and support. Built on the Salesforce Customer Success Platform, Service Cloud is an agile customer engagement centre that can be adapted and personalised to suit your business goals and requirements, helping you succeed no matter what. 

Supporting both support agents and customers on one unified platform, this easy-to-use CRM allows agents to manage cases effectively using all the tools at their fingertips, wherever they are, whenever. 

What’s the difference between Service Cloud and Sales Cloud?

Both Service Cloud and Sales Cloud are Salesforce CRM applications. Both tools can be used together, but have different goals. For example, Service Cloud offers existing customers support and Sales Cloud manages new business pipelines. 

Service Cloud overview

Service Cloud has a vast range of features, and can integrate with other software and tools. Find out about the top Zapier integrations.  Some of the features include:

Agent workspace

The agent workspace is a customisable and easy to use UI (user interface) packed full of analytics, productivity tools and multiple views. 

Service console 

Service console can be accessed on desktop and mobile. It helps with case management, and balances several cases across multiple channels. 


Store important information, toolkits and resources in one central place that agents can access with ease. 

Service process automation

Using AI (artificial intelligence), functions can be automated and processes streamlined. 

Omnichannel routing

Automatically attribute leads and cases to specific employees according to availability and skillset. Get complete views of agent activity and routing. 

Service analytics

Dashboards give employees easy access to reporting and key CRM data, such as backlog analysis, chatbot performance, case history and volume, and agent productivity and activity.

Computer telephony integration (CTI)

Service calls to and from customers can be managed with customer information on hand.

Automation with macros

Repetitive customer service tasks can be automated.

Asset and order management

Have complete order history, customer communication and customer data. 

Here are five reasons why you need Salesforce for your business

The advantages of Salesforce Service Cloud 

Self-service and support

Now, it’s commonplace for businesses to operate on hybrid or remote working models. Whilst working from home offers many benefits such as wearing your slippers, bottomless coffee and never missing a parcel, it can be tough to keep on top of things when you don’t have access to your normal office equipment and software. 

This is where Salesforce Service Cloud comes in. As it can be accessed anywhere and is compatible across a wide range of devices, pressure is taken off the team as they can help the customers to help themselves. 

The self-service customer community offers easy access to articles, FAQ’s, account information, and instructions so they can be more self-sufficient. The customer community can even help each other, through asking and answering questions and troubleshooting. All this gives your customer service team more capacity to focus on higher-level enquires.

Adapt and scale

Online activity and technology has proliferated in the last few years, and COVID-19 has accelerated this.

We’ve all had to adapt, and Service Cloud allows you to adapt and scale with ease. Repetitive processes are automated, freeing up time to prioritise cases and manage workloads effectively. With everything in one place, you can focus on what you do best – scaling your business and taking it to the next level.

Handle Cases more effectively

In a world of social media and 24/7 news, your customers are used to getting answers quickly. The Service Cloud gives your customer service team the tools to offer seamless interactions on any channel and keeps records automatically. 

Service Cloud allows you to be more cost-effective too, as employees have everything they need to handle enquiries quickly and solve problems the first time.

Bring your company and customers together

The cloud provides a platform to bring all your resources together. It’s a central hub and knowledge base that supports both your team and your customers to get the most out of each sale. The dashboard makes all customer interactions clearly visible and the AI-powered insights give you access to everything you need. With the Service Cloud, providing excellent customer service is uncomplicated, practical, and consistent.

At Purus, we’re always on hand to help with any Salesforce queries. We can offer support, development, and training that is tailored to the needs of your business. If you would like a free demo so you can get to grips with how Service Cloud works, simply get in touch today.

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