An Introduction to Salesforce Service Cloud

In this era, customers expect service to be as instant and also as easy as their normal conversation. Service Cloud is an easy to use customer service application that can help you to provide and track excellent service.

Service Cloud allows agents and admin to deliver mobile conversational service all on one platform. For Example: When a customer has an issue with your product. They send you an email and in Salesforce org a case is created to track the issue. The agent viewed the case in the service console. After the case resolves, they email the customer back.

Service Cloud consolidates your customers and case details as well as performance data. We can even track call center metrics, use the recommended content and setup flow to explore new channels and get the most out of the service cloud. We can handle cases and the customizable lightning console by the easy drag and drop interface.

Service Console

Heart of Service Cloud. Shows a personalized view of every customer and their case.

Case Management

Once the case generates in the agent’s lightning console they have got a 360-degree view of the customer. They anticipate their needs and efficiently assess the situation, case, and contact details even customer history.

Channels and Digital Engagement

Regardless of whether the case generated by email, call, web, social media, message, support agent can quickly respond to it.

Automatic workflow

When a case arrives from the customer, Case information such as customer issue, complaint or request is automatically assessed to the right agent. We can also get the notification to track the required response.

Knowledge base: Share and store the article information related to the case.

Don't forget to check out: Refine your Customer Care with Salesforce Service Cloud Spring ’20 features

Sales Cloud vs Service Cloud

When we login to the Salesforce org, Salesforce provides two options: Sales Cloud and Service Cloud.

Sales Cloud	Service Cloud
It refers to the sales module in Salesforce org.	It refers to the service module in Salesforce org.
It includes Lead, Account, Contact, Contract, opportunity.	It includes everything that Sales cloud does, and also adds this additional functionality: Service cloud console, Omni Channel routing, Web-to-case, live messaging, CTI integration.
It offers a Web-to-Lead functionality to support lead capture with an auto-response rule	It offers Web-to-case functionality.
It implements sales and marketing.	It implements Salesforce Knowledge.

We know that the service cloud provides support to customers and customers raise the case, but How is the case created?

Let’s Create a case. Follow these steps to create a case:

Step 1: Login into Salesforce. Go to the App Manager and select Service Console in Lightning Experience.

Step 2: Click on the Add icon. And select New Case from the drop-down.

Fill in all the details. And click on the Save button.

Service Setup is where we connect our customers in the service center. We enable email-to-case, knowledge base and integrate with Twitter & Facebook from here. It contains these functionality setups: Email-to-Case, Omni Channel, Entitlement, Live Agent, Knowledge article. But it does not contain a setup like Roles.

Check out another amazing blog by Shweta here: All About Big Objects in Salesforce