Salesforce Service Cloud

Salesforce Service Cloud is based on Salesforce, and gives companies the ability to nurture existing and prospective customer relationships, by offering automated and personalised marketing experiences. 

When you have your customer insights and experts all in one place, delivering industry leading support and exceptional customer service becomes second nature.

Get a clear view of every single customer interaction from a single source of truth. Support your managers and their teams with performance dashboards, automated workflows and AI-powered insights.

What is Salesforce Service Cloud?

Service Cloud by Salesforce is a Customer Relationship Management (CRM) software that helps customer support and sales teams streamline workflows, automate service processes and strengthen marketing relationships with prospective and existing customers across several channels and platforms.

Salesforce Service Cloud with Purus

We’ve been helping businesses successfully integrate and onboard Salesforce Cloud products since 2014. We provide bespoke Salesforce implementation consultation, development, support and training for Salesforce Service Cloud that can be tailored to the needs of your business. We also provide consultation and integration services for the following Salesforce Products:

Salesforce Service Cloud Features

Lightning Service Console

The Lightning Service Console means that productivity tools such as macros, keyboard shortcuts, and ready-to-use templates are at your agent’s fingertips. There’s also a 360-degree view of every customer.

Case Management

Combine streamlined processes with easy access to the full details, context, and history of every case and customer interaction, and resolve cases faster.

Knowledge Base

Maximise agent productivity, drive quick case resolution and optimise article search.

Service Process and Automation

Use Lightning Flow to customise and automate any service or approval process with drag-and-drop simplicity.

Omni-Channel Routing

Automatically match cases to the agent with the best skill-set and deliver a smarter service.

Service Analytics

Prebuilt dashboards, apps, AI-powered insights and predictions will help make your business smarter and more efficient.

Telephony Integration

Log notes instantaneously and manage calls within a console without using a phone when you integrate with the most popular CTI systems.

Automation with Macros

Automate common, repetitive, multi-step tasks and free up your support agents. Resolve customer issues with efficiency.

Asset and Order Management

Have a complete view of customer’s orders, assets, support history and activity, all in one place.

Salesforce Service Cloud Benefits

Offer exceptional customer service at all times

Deliver industry leading end-to-end customer service and support from the get go. Salesforce Service Cloud is highly scalable and adapts to the needs of your business as you grow. Service Cloud’s Lightning Console and Live Agent web chat gives your team the ability to answer customer queries quickly and efficiently. With the right functionalities and proper integration, your team can deliver a personalised, unparalleled level of customer service whilst ensuring the business runs smoothly.

All data is stored in a single application

Remove guesswork and eliminate disjointed systems with Salesforce Service Cloud. Long gone are the days where teams store customer information and communications on several spreadsheets, software and notepads. Get all information from a single source of truth in the Lightning Console. Salesforce Service Cloud CRM can be integrated with legacy systems, knowledge bases, routing and escalation, ticketing and more, which means that your team has access to all the information they need at their fingertips from any device.

Asset and Order Management

Using AI tone detection software and recognition technology, Salesforce Service Cloud CRM can recognise the sentiment and tone of customer communication and prioritise the status of this request accordingly. This gives you the ability to take preventative measures and resolve any issues before they’ve even started, helping your customer service team solve and prevent problems with ease.

Frequently Asked Questions

How can Salesforce Service Cloud support my business?

Salesforce Service Cloud best supports businesses that sell products and/or services. It is a customer service and support platform that is fully customisable so it can help your business deliver a smarter service with a 360-degree view of every customer. Whether by phone, chat, web or email, Service Cloud customer support software enables agents and customers to connect and resolve customer problems quickly and efficiently.

What is a self-service community and how can it help my business?

Self-service community is a customer portal that allows you to empower your customers to help themselves. The platform allows your company to showcase knowledge and offer case management to customers. The self-service community helps support your business and it frees up time to allow your agents to focus on solving the most complex issues.

How does Salesforce Service Cloud work?

Salesforce Service Cloud is a Customer Relationship Management (CRM) platform with integrated customer service and support which can be tailored to your business. It allows users to automate service processes, streamline workflows and find key articles, topics and experts to support the agent.

How big does a company need to be to use Service Cloud?

No matter the size of your business, the features of Service Cloud can support you. Salesforce currently has over 150,000 customers, many of which are small businesses.

What is the main reason to use Salesforce Service Cloud?

Salesforce Service Cloud ensures your customer service is frictionless. By providing the necessary tools in one place to deliver an outstanding customer experience, Service Cloud enables your customer service team to work faster and more productively, which improves customer satisfaction and reduces costs.