What is Salesforce Service Cloud and Salesforce for customer service? This video explains the Service Cloud offering and how help desks use Service Cloud.
- [Woman] Service cloud is a customer service and support application. It keeps your customers happy and you're support team efficient. Whether you're customers reach out to your by email, phone, social media, online communities or real-time web chat. These different ways of reaching out are called channels and they help you, help your customers through their preferred method of communication. One of the steps to deliver great service is to make sure that your support team can work comfortably with multiple channels simultaneously. The last thing you want to do is burn out your support agents with a really complicated system.
Frustrated support agents don't provide the best service. That's why service cloud integrates multiple channels into an easy to use help desk called "the console" which you can customize to fit your companies unique support process. You can also capture your support teams expertise and knowledge in what's called a knowledge base so that your customers can receive service faster or even solve there own problems themselves. There are a lot of great features in service cloud but to access them all, you need to have a few special Salesforce licenses.
Most of the licenses below have already been included in the developer edition which everyone has access to. So that you can test out service could there instead of your companies Salesforce organization. Here ar the different licenses in service cloud. The service cloud user lets support agents us the console for service. The knowledge user lets support agents create and edit knowledge base articles. The live agent user lets support agents communicate with customers using web chat.
And the customer community lets support agents communicate with customers in an online community. Check with your sales force admin on the licenses available to your organization so that you can start using service cloud for your company.
- Define a case.
- Describe how to add an assignment rule.
- Differentiate between email-to-case, on-demand-email-to-case, and webmail-to-case.
- Explain case teams and when to add them.
- Summarize knowledge articles and how to build a knowledge base.