What is Salesforce Service Cloud?

What is Salesforce Service Cloud?

On the surface, Salesforce Service Cloud is a Customer Relationship Management (CRM) system, with a focus on providing customer service and support, but underneath it’s so much more than that. It’s a smart and comprehensive platform that can be personalised to suit your business, allowing you to thrive even in uncertain times. It’s simple to use and easy to navigate, whilst keeping everything slick and on-brand. So, what is it exactly?

Salesforce Service Cloud is a flexible and powerful system that supports both support agents and customers on one unified platform, while still allowing agents to manage Cases effectively using all the tools at their fingertips. Service Cloud is helping more and more people adjust the way they work and is supporting both customers and agents during the pandemic.

Here’s how the Service Cloud can benefit you, your team, and your business:


Self-service and support

Over the past 6 months, many people have been forced to work from home. While there are lots of 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. Salesforce Service Cloud takes the pressure off your team by helping 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

Over the last few months, we’ve seen a rise in online activity in almost every sector. COVID-19 may have changed the business world, but the business world has changed with it. We’ve all had to adapt, and Service Cloud allows you do 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. The 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 the Service Cloud works, simply get in touch today.

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