What is Salesforce Service Cloud and its Benefits?

Salesforce Ledgeview Partners

Are you a newbie when it comes to the world of Salesforce, or do you just need a simple refresher on the basics of Salesforce Service Cloud and how it benefits you?

We’ll cover the details in this post!

Service Cloud refers to the “service” module in Salesforce.com.

In this module, you will find Accounts, Contacts, Cases, and Solutions, plus features like Public Knowledge Base, Web-to-Case, Call Center, and the Self-Service Portal, as well as customer service automation like escalation rules and assignment rules.

Service Cloud is designed to support your current, past, and future clients’ requests for assistance with your product or service. Service Cloud helps you to retain your current customers, and boost your brand’s likability.

Between Salesforce Service Cloud and Sales Cloud, the major differences are that each of them is designed to support a specific set of features to suit your services and products and support them.

Major benefits of Salesforce Service Cloud include …


1. Increased Customer Satisfaction

Results of a Salesforce Customer Success Metrics Survey, conducted from 2015 – 2017 among 7,000+ randomly-chosen customers, showed that there was a 32% increase in customer happiness due to their company’s use of Salesforce Service Cloud.


2. World-Class Service

Salesforce is the leading CRM technology on the market today, so it should come as no surprise to users that Service Cloud, a Salesforce product, it top-rated in and of itself.

Service Cloud can help companies streamline their processes and calls, reducing issue resolution times, and dramatically improving customer satisfaction, which are just a few of the reasons it is called “world-class”.


Salesforce Service Cloud

3. Customer Data is Stored in a Single Application

Forget the days of using multiple notebooks, notepads, sticky notes, and binders to house your customer information.

You can do it a lot easier and more effectively with Salesforce Service Cloud.

Salesforce Service Cloud includes case management, customer access across all channels, integration with legacy systems, pre-built integration apps, support ticketing, knowledge base, routing and escalation, and queue management.

No more guessing about the status of a service case or who’s on it – all the information you need, you’ll find in Service Cloud.

You can also eliminate digging through disjointed systems to resolve your cases as a result of this focused management method.


4. Harness the Powers of One Console Application

With Service Cloud, you can bring the power of LiveMessaging, Email-to-Case, and Live Agent to your customers from one console application, which makes the process easier for both sides!

This helps boost agent productivity, increase ROI and customer satisfaction with conversational messaging, drive organizational efficiencies with a low-cost channel that your customers are already using, and empower agents with the tools and intelligence they need to provide personalized customer experiences.


Salesforce Service Cloud

5. Provide Support through Customer-Preferred Channels

As we alluded to above, with Service Cloud, you are able to take advantage of LiveMessaging, which lets you talk to customers through their preferred channel, whether with SMS (text messages) or through Facebook Messenger.

This makes things hassle-free and puts you in touch with your customers easier. It is 1/4 the cost of voice channel, making it even more attractive to users.

As more customers go mobile, LiveMessaging becomes more of a necessity and benefit of Service Cloud.


6. Boost your Business’ Reputation while Increasing Sales Opportunities

Service Cloud gives organizations more effective ways to improve overall customer satisfaction to create a more reputable business in the online space, which, further – increases sales opportunities for your reps.

We live in a world where providing personalized, excellent customer service is not only preferred but expected and essential to the success of your business.

This Salesforce module helps you do this exactly.


If you want to learn more about Service Cloud or would like to learn more about how your organization can uniquely benefit from the Salesforce system, reach out to the experts at Ledgeview for help.

Before you select any technology, whether CRM, marketing automation, or something else, we at Ledgeview always advise that you conduct a thorough business analysis first. What works for your organization will be unique to your team and your business needs.

You can also discover exciting trails that expand upon topics like Service Cloud with Salesforce’s learning center, Trailhead.

Whether you’re just getting started, are in a new project phase, or fall somewhere in-between, Ledgeview Partners can be your guide.

Contact us to make your journey with Salesforce a success!

Contact Ledgeview Partners

About Julia Flaherty

Marketing Coordinator at Ledgeview Partners.

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