Service Cloud Basics

Salesforce Service Cloud is a customer relationship management (CRM) platform that helps Salesforce clients offer service and support to customers.

Service Cloud offers a unified workspace with tools to support customers on any channel. It can help with:

• Service Process Management: Deliver personalized service and support to customers across any channel
• Field Service Management: Resolve issues remotely and boost first-time fix rates
• Swarming with Slack: Collaborate to solve cases and complete field service requests faster
• Automate service processes: Streamline workflows and find key articles, topics, and experts to support customer service agents
• Case tracking and social networking plug-ins: For conversion and analytics
• Web-to-Case: Create a new case automatically in Salesforce whenever a support request comes directly from your company's website 

Salesforce Service Cloud has different features that businesses can involve in their service and support practices to ensure smooth deliverability:

Case study:

For example if you are planning to buy intel products you can reach out intel service center via Salesforce service cloud:

They provided dedicated portal to provide service to their customers with below features:

• Create support ticket
• Verify your warranty coverage for the products you purchased
• Pre sales enquiry to buy new product
• Support history to view your service ticket status
• Give feedback
• Support community