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

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.

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.

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.

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.

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.

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.