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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

 

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