Six Key Salesforce Service Cloud Features That Really Resonate With Customer Service Operations

Salesforce Service Cloud Features

To increase customer satisfaction and retention by offering quicker case solutions, companies need a complete service operations solution that remains flexible. Salesforce service cloud solutions are one of the best systems which are easy to operate and are accessible from any place.

It unifies the data of the service department and system into an excellent user-friendly interface that the department can access while remote working or from offices. The solutions are essential for enterprise-level businesses that are operating in several geographic regions and business units.

The Service Cloud was created on the software-as-a-service model, which provides productive and effective customer service through the cloud. With this, organizations can manage their operations easily and quickly to meet the list of service requirements. It enhances an organization’s customer service with knowledge centres, live agent and in-app support, social media, and self-service communities. The Salesforce Service Cloud services can aid in listening and responding to customers on various social platforms.

Apps services help in embedding customer support solutions into applications. The Salesforce in-app support includes screen sharing, video chat of live agents, and guided assistance on-screen. It is a platform that offers communication channels for customers and agents. Moreover, it allows integration into the platform ecosystem and reduces the maintenance budget. To leverage all these advantages of Salesforce Service Cloud, you must know certain Salesforce Service Cloud features essential for customer service processes.

Top Features of Salesforce Service Cloud That Helps In Enhancing Customer Satisfaction

1. Self-service Communities and Portals

The self-service features are something that people least care about, but they should be the top priority. Customers want answers efficiently and quickly these days. In addition, they want it as per their terms. So, creating self-service communities and portals frees a brand’s service agents and CSRs for handling more complex problems. It also empowers clients and connects with them in a better way.

These communities and portals enable you to provide integrated data access, including knowledge articles, community creation of experts, etc. The Salesforce for customer service helps resolve issues through self-help and allows them to submit their case or chat online. The organization’s support agents can have a complete view of the activity of the customer portal.

2. Omni-Channel Routing

It helps in assigning support cases to appropriate agents depending upon availability and skills. One can now push cases into Salesforce Agent Workspace. The Omni routing lets you make automation rules that provide cases to the available agent for every situation.

Your company’s team knows well which agents have the best ability to handle various situations properly. You can combine all the criteria for setting rules, including the expertise area, automatic assignment of cases, caseload numbers, and many more things. Moreover, the team can monitor the activity of the service center and can assist when agents need it.

Salesforce Development Services for your remote sales team
Salesforce Development Services for your remote sales team

3. Agent Workspace

Building one unified customer experiences view in real-time needs Agent Workspace. It is a console which the customer support representative uses. This console is a complete package of everything that CSRs require. It helps in understanding customers more personally and resolve cases accurately with essential tools.

Here, Salesforce administrators and users can access AI-powered recommendations, automation, comprehensive interactions, case details view, and connected data. By building agent workspaces, you can handle all these scenarios easily through drag-and-drop UI and custom components.

4. Telephony Integration

It is one of the best Salesforce Service Cloud features as the CSRs gain the most productivity in Telephony Integration. It applies to all organizations, whether you are utilizing Lightning Dialer for inbound and outbound call options or Open CTI for integrating third-party CTI with Salesforce.

An amazing add-on feature is the Lightning Dialer which one can avail of by paying the additional cost and can help the CSRs in increasing customer engagement. If you already have a telephony system, then Open CTI will be a great option for you as it is a platform-agnostic and a browser.

5. Lightning Flow

Through Lightning Flow, you can prevent the bumpy handoffs of CSRs. You just need a Salesforce Service Cloud Consultant who can aid you in using the feature correctly to take most advantage and for better Salesforce implementation. The powerful component help in mobile flows of field service, active screen and auto launched flows, recommendations, and quick actions. It also lets in pulling the results from the app of the best action strategies. It is just like that checklist that provides you more power.

Salesforce Development Services Blog Inner Image
Salesforce Development Services Blog Inner Image Mobile

6. Productivity Enhancements of Console

Macros and Quick Text are some best productivity enhancers. Macros help in repetitive tasks executed by the agents. The Quick text enables users to add predefined messages into the chats, emails, activity, etc. It not just aids in streamlining messages but also standardizes the messaging. CRM users can opt for templates, update any case information, send emails in just a few clicks.


Salesforce Service Cloud is a tool that encompasses many features for uplifting customer experience and satisfaction. It includes features like Self-Service Portal, customer service automation, Agent workspace, Lightning Flow, and many more. It is designed to support current, past, and future clients’ requests. The Salesforce Service Cloud features and benefits become the best customer service solution.

GetOnCRM Solutions offers Salesforce Service Cloud services flexible and help it grow in step with evolving sales, marketing, and customer support demands as a Salesforce managed services company.