Salesforce Customer Service Strategies

Hello, fellow Trailblazers! Are you ready to #BlazeATrail with us today?

This week, we are beginning the module: “Salesforce Customer Service Strategies.”

The first unit in this series is: “Provide a Choice of Service Channels.”

When we go through this unit, Trailhead by Salesforce teaches us all about …

  • The Benefits of Omni-Channel case routing
  • Why self-service improves the customer experience
  • And the differences between assisted case routing and automated case routing

Whether you’re new to Salesforce, have yet to get started, or just want to learn more about how to create more effective customer service practices, I find that these tips apply across the board.

So, when you’re ready, jump into the module with me at Trailhead.Salesforce.com and search for “Salesforce Customer Service Strategies”.


Trailhead reminds us, “Salesforce only succeeds if our customers do.”

This same methodology should apply to how our own businesses run, right? So, there’s no question as to why more and more businesses turn to Salesforce to solve their technological problems for this shared value …

Service Cloud is a highly effective technological solution designed to help businesses within different industries and of different sizes to deliver better customer service.

Salesforce’s customer portal is built with Community Cloud and utilizes both Chat and telephone and Social Studio for social media monitoring.

Unassisted channels include:

  • Knowledge
  • Communities
  • and Einstein Bots

Salesforce has noticed a recent substantial shift among its customers, who now prefer self-service.

Salesforce’s internal research shows that 51% of its customers prefer unassisted channels (AKA without an agent) versus agent-assisted channels.

This data shows us that providing self-service channels help keep customers happy.


Case Routing gives customers options to help route cases to specific skill categories.

For example, when a customer goes to the Service Cloud portal, they see several different options. To choose from the options, they simply select a topic and category from a dropdown menu

Then, when a support ticket is created, it helps the customer reach the right customer service rep to help them in less time, creating a more effective process.

Salesforce’s Case Routing model follows a four-step process that has helped them sustain customers for up to 20 years:

  1. Customer selects topic and category.
  2. Knowledge recommendations are made.
  3. Customer provides level of expertise.
  4. Case routed to appropriate skills group.

Within this first unit, we also learn about automated, targeted case routing with Omni-Channel. As always, I urge you to complete the unit and experience it for yourself!


The moral of the story (or in this case the moral of the unit), is that customers prefer self-service because it helps them solve their own problems before they have to reach out to an agent. Using both assisted and automated case routing helps to reduce case resolution time and increase customer satisfaction.

Next week, we’ll cover unit two of this module and learn all about how we can use self-service in our own businesses to scale, even during times of rapid growth.

Start your journey with Salesforce Trailhead’s module, “Salesforce Customer Service Strategies” here.

Curious about what Salesforce can do for your company? Learn more about how Ledgeview helps transform businesses with solutions like Salesforce here.

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