In this Salesforce Service Cloud Overview, I’ll start with a snapshot of service performance benefits, realised by real clients. Then I’ll briefly discuss the 12 key components of Service Cloud, highlighting some new top new features for Salesforce service cloud that were announced in the last few editions. Finally, I’ll demonstrate how we at CloudAnalysts could configure this software for your organisation, so you can work more efficiently with your customers & channel partners, providing excellent service.
What is Salesforce service cloud?
Salesforce Service Cloud is a comprehensive platform to efficiently provide excellent service. It enables organisations to work with customers and channel partners.
Service cloud benefits, facts & figures
No loyalty. Furthermore, 78% of business buyers say they are extremely likely or very likely to switch brands, if they receive inconsistent levels of service. Salesforce 2017 State of Service Research Report. That’s really alarming to some, but let’s look at the flip-side of this, measured in a research study by Fred Reichheld for Bain & Co., “Prescription for cutting costs” :
A ‘simple’ 5% increase in customer retention can increase profit by 25% or more. Sometimes at high as by 95%.
No wonder that the results that companies actually achieve with new Salesforce service cloud implementations are truly impressive.
- 35% increase in customer satisfaction.
- 22% decrease in support cost.
- 26% increase in customer retention.
- 28% increase in agent productivity.
- 31% faster case resolution.
* Salesforce Customer Relationship Survey 2014-2016. Average % improvements reported by customers.
To realise these potential results, Salesforce Service Cloud is best implemented by experienced, certified consultants. Learn more about the benefits for you:
Salesforce service cloud overview video
Salesforce service cloud platform components
The Salesforce Service Cloud platform has 12 components that can be configured to your business needs. Not every business needs every component. Companies can develop a roll-out plan, starting with a minimal viable product (MVP). This is then built out into a more sophisticated and comprehensive service solution over time.
Wonder what components you would need to address your company’s services challenges? Just ask us.
The 12 components of Salesforce service cloud
1. Case management
This is the core of Service Cloud. We configure it for you to automatically create cases from web or email. We will help you send auto-responses. And ensure you route work to the right queue or agent for faster, more accurate case resolution. As such, you can manage your whole case ‘lifecycle’ from one single system.
2. Service contracts & entitlements
You may have customer service contractually agreed with your clients with promised response time levels. If so, this capability is importance. We will configure various service entitlements. This then enables your service team to respond to each customer within their agreed time frame, with ease.
3. The service cloud console
Console is Salesforce’s fancy name for the Service agent dashboard. It offers agents a single customer view. This means that an agent can handle cases faster, track customer history, view dashboards, a.o. All this, without having to switch tabs or software.
4. Service cloud reports & dashboard
This dashboard is for management. We’ll configure it for you so that it displays all the reports and metrics you want and need. In the words of a client: with our solution, they now can proactively manage the service delivery, in real time. First time resolution is becoming really achievable for a larger number of cases.
5. Salesforce knowledge
Imagine you have an online library of all your service & support information. It allows agents to quickly find, and cut/paste answers to customer issues. You can make all or part of your internal library information available to customers. They will love being able to self-serve and solve their problem immediately. And for you, it means no cost of agent time.
According to CSI, organisations that adopted Knowledge-centric Support (e.g. with Salesforce Knowledge):
- get up to 60% improvements in resolution time.
- They also get 50% increases in first-contact resolution,
- and 40% improvements in agent satisfaction. (And you know that happy agents generally make for happier customers.)
- Plus, they 50% increases in case deflection. (These amazing results make a business case for service cloud adoption easy.)
Read/write features for knowledge are included in the base package, which is extendable for an extra fee. There is HUGE value in the free version. Companies typically don’t have a streamlined, centralised knowledge base for customers yet. The free version of Salesforce Knowledge allows us to work with you for a period of time. We’ll coach you as organise your assets and build the initial knowledge base.
Months later, when the base is implemented, can you opt to make an additional investment on a more advanced Knowledge solution, whereby you set article writing approval processes, etc. Or decide your investment funds are best spent elsewhere.
6. Omni-channel routing
This is a feature that allows you to route service work intelligently. You can balance work loads between agents. Or, push work to the most appropriate ones who have the skills and certifications required to solve the service problem. Here is the key: it can deliver service across many channels. Think social media, phone, email, chat, your website, or even service from third parties. Salesforce omni-channel routing enables a seamless omni-channel organisation. This helps you deliver the same customer experience across all your channels. And it allows you to communicate with clients in the channel of their choice.
Salesforce has built this solution out with a feature called the Omni-channel Supervisor. This set of workload management reports allows service managers a real-time view of what his happening across his service teams.
7. Telephony integration (CTI)
We can configure Service Cloud to integrate with all of the most popular telephony systems. Not everyone wants this from the get go, but it’s definitely doable.
8. Intra-company collaboration & other platform features
Things like Chatter, the Mobile App and shared Files. Salesforce can also be configure to integrate with either Outlook or Gmail and other Google apps. These are actually general Salesforce features which we’ll build into your solution to meet your needs.
9. Web services API
Salesforce might not be the only platform you’re using. That’s why it features Web services API. You can connect external systems and data to Salesforce using web service APIs, including REST, SOAP, ao.
10. Agent productivity tools
Besides the ones mentioned above, these would include: Case Auto-Assignment,Web and Email Case Capture, Case Email Auto-Response, Case Escalation Rules and Queues, Lead-Contact Account Management, Case Milestone Tracker, Orders Management and Advanced Case Management.
11. Next best action
Basic Artificial Intelligence is included: Deliver AI-powered contextual recommendations at the moment of maximum impact. There are 5,000 requests included monthly. More available for an extra cost.
12. Complaint management
CloudAnalysts can configure your Salesforce service cloud to also handle formal complaints. This will enable you to make customers happier by managing complaints timely. It keep complaint handlers happy as they can do so with easy. And you’ll stay legally compliant as you respond within the legal time scales and in the formats required.
Special add-on features
The base package, with the features detailed above, is expandable, so that you’ll only pay for what you’ll actually use.
This is a must-have for many businesses, as this add-on enabled the use of Whatsapp and SMS.
Salesforce chat (formerly “Liveagent”)
This is a real-time chat functionality. This tool allows a customer to communicate directly with a service agent via your website. Everyone loves this and it is a most-used support channel. It ranks as having the highest Customer Satisfaction of any Salesforce channel. Salesforce Chat allows agents to hold multiple conversations at once. This add-on product as some great features. For example, an agent can bring up the chatter’s customer profile (if already in Salesforce). There are prepared short answers he can choose to apply. Good for efficiency and consistency of service. LiveAgent can be configured so that an agent can see what a chatter is typing. This allows him to be proactive when taking the case. Etc. This is a paid add-on.
Experience cloud creates a whole extra engagement layer on top of your Salesforce platform. More than a regular web portal, a customer community is place for agents, customers and channel partners to find the answers they need quickly, anytime, from any device. A community gives your company’s customers access knowledge articles and appropriate aspects of your Salesforce records that belong to their account. A Salesforce customer community is endlessly customisable.
It enables customers to complete basic self-service tasks. E.g. they can report & reorder a lost loyalty card. Communities are inherently social, building collaboration and faster problem solving. Surveys results show that companies who built a self-serve community see a 31% increase in case deflection. Customers like to be able to self-serve, so this could be an answer.
Beyond the customer community portal, Salesforce has two other type of portals, all which can be configured to support, among others, your customer service. To get started with a portal is not as daunting as one might think thanks to the build-in portal templates. These allow you to build basic functionality with a good-looking interface relatively fast.
Salesforce service cloud voice
Take telephony integration with Voice, which lets us natively integrate voice calling into your Customer 360 solution. While there is an extra charge for this, it also boost agents productivity and customer service quality.
This is Salesforce Service Cloud for your field service team. It allows them to give faster, smarter, more personalised service via smart phones with Salesforce. Field workers can access account info from their smart phone to solve customer problems, and/or quickly create a work order for a case. It allows service departments to schedule and dispatch work intelligently; manage complex assets; and monitor field staff real- time. It has advanced optimisation & scheduling features for multi-day and complex field work; as well as multi-signature service reporting. This is a paid add-on.
Service cloud Einstein & GPT
This adds Einstein AI plus Analytics to your Service Cloud instance. It means that it enables you to deliver smarter service with artificial intelligence and out-of-the-box analytics.
Einstein can be used analytical to get insights to complex strategic service questions. It can also be predictive to indicate best actions to get best results.
The analytics features offer you more visual displays, centralised KPIs like CSAT scores and service delivery metrics, allowing managers to take instant action to optimise. It’s an additional cost. When will you need to buy this? You may not think you need AI when you first begin, but remember that it takes about 6 months worth of data for any AI to become more reliable, so you want it to start collecting that data asap.
There is a long list of things you can add-on to any Salesforce instance, including Service Cloud. The think to realise is that Salesforce Service cloud is configurable exactly the way you want and need it, and you won’t have to start from scratch with everything.
Take advantage of CloudAnalysts’ experience: We will be able to leverage our previous learning, methods, and assets such as templates to make setup a breeze.
We tailor service cloud to your business
This wide array of service features means that Salesforce Service Cloud can be used for a range of business applications. Think well beyond ‘repairs & replacements’ and include specialist medical staff and equipment scheduling & dispatch for clinics; constituency responses for nonprofits; immigration query handling for embassies; or scheduling and delivery of employee training modules for companies of all sizes.
We link your customer service to your marketing, sales and client onboarding. Benefitting from this single customer view, this offers internal staff one single platform to perfectly respond to customers.
Seen from a customer’s perspective: your company’s the left hand knows what the right one does. As a result, your customer gets a seamlessly unified, positive and consistent brand experience.
Use Salesforce to create a cultural-shift; make the entire organisation customer-centric. This means: working in unison, and doing away with departmental silos.
Salesforce service cloud, a living platform
While the benefits and the customer benefits realise in figures and numbers are already impressive, Salesforce also constantly upgrades its service cloud platform. What sets Salesforce apart that it upgrades its software 3x a year.
These upgrades are made in response to customer and consultants requests, who can vote for suggested product improvements.
CloudAnalysts has got you covered as we work on immediate benefits and build long term visions simultaneously. We create a must-have starter set of solutions (MVP) for you quickly. Meanwhile, we also jointly design a roadmap with all your key components, so that, over time, your MVP will be built out into your vision for innovation — en passant leveraging new and upcoming features at the time that it makes most sense for you. Allowing you to serve your customers best.
CloudAnalysts experts at your service
HOW WE WORK
Let us help you implement Service Cloud for you, so that you can deliver superior customer engagement, with ease, in your growing business.
As Salesforce experts, we take on board your business objectives, look for resolutions of your pain points, and translate these business imperatives into a technical Service Cloud configuration, that helps you deliver the results you’re after.
To implement your roadmap for you, we build a partnership, with frequent deliverables, ongoing staff communication and hands-on training to staff — so that that everyone in your organisation can get behind your innovation initiatives to build a winning organisation.
Your customer engagement requirements
As each business is unique in its business requirements, we help implement and leverage Salesforce on two levels:
BUSINESS – We work with your internal stakeholders, fleshing out the business vision, followed by a comprehensive set of business requirements.
Together with stakeholders, we create an implementation roadmap for facilitating business process improvements, training staff, and change management.
TECHNOLOGY – Our experienced, certified consulting team configures Salesforce Service Cloud to realise your business requirements.
To get ROI as fast as possible, in the first phase of this roadmap we focus on realising an MVP+ with the most significant business benefits.