Salesforce – Service Cloud

Salesforce Service Cloud is the #1 platform dedicated for customer support departments which improves customer service response time and helps team work faster. Using Service Cloud, agents will have access to all information about customers and will be able to provide the support they need regardless of the communication channel.

Products and Modules

Customer Service

Provide your customer support agents with a tool that centralizes all information about customers, their interactions with your company and their needs. Agents have access to all the information needed to respond efficiently to customer requests.

Self Service

Offer customers a personalized self-service portal customized with your brand in which they can quickly identify the information they need, at any time, from any device. Customers can identify answers to their questions, without contacting your customer support department.

Digital Channels

Stay in touch with your customers, on any communication channels. Whether we are talking about SMS, WhatsApp, Facebook Messenger, or other social platforms, provide customer support to quickly resolve and monitor their cases. Increase customer support department efficiency and productivity with artificial intelligence. Einstein Bots helps customers quickly solve problems such as order replacements, their status, or other regular situations.

Field Service

Manage the entire activity of your technical teams using one solution dedicated to optimizing and increasing their productivity. Field Service helps you get an overview of all cases opened by your clients, while automatically prioritizing the urgent ones. Field Service uses artificial intelligence and assigns the right teams to the right projects or cases. You have real-time access to all cases situation and provide updated information to customers at every step.

How can Salesforce Service Cloud improve your customer experience?

With Service Cloud you can manage and centralize all the cases and needs of your clients. Service Cloud allows you to customize all the conversations you have with customers, offering recommendations and suggestions using artificial intelligence.

Agent Workspace

Salesforce Service Cloud offers your agents an intuitive platform with centralized information about your customers' journey. Provide your customer support department with access to all the data and information you have about customers, collected from marketing or sales campaigns, for a better relationship management with them. Service Cloud automates the usual tasks of agents and gives them the opportunity to focus on the most important customers’ requirements.

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Case Management

Depending on the responsibilities and capabilities of each agent, Service Cloud automatically allocates customer cases to the best agent. For each type of case, build a series of steps that must be taken to solve it. Your agents will have all the information they need to meet customer requests and respond to them according to their expectations and your company’s policies.

Service Cloud Voice

Service Cloud Voice is an integrated tool in Salesforce Service Cloud used by call center departments. With its help, your agents will have access to all available information about customers, simplifying the process of managing and solving their needs. Service Voice Cloud integrates with Amazon Connect, offering a smarter phone experience, IVR, call recording with CRM information and the ability to redirect calls to the right agents.

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Salesforce Service Cloud Knowledge Management btProvider

Knowledge management

Provide your agents with the information they need to respond correctly and timely to customers. Service Cloud is the platform where agents can identify documents, data, or information available to them, to resolve any type of request from customers. The artificial intelligence offered by Service Cloud suggests to the agents the articles or documents that must be browsed depending on the case in which they are working.

Telephony Integration

Integrate Service Cloud with your telephony platform and give agents access to all the information they need about customers before communicating to them. The phone number of each client will be transformed into a link and can be called with a single click.

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Salesforce Service Cloud Omnichannel btProvider

Omni Channel Routing

Service Cloud is a smart tool used to increase customer support departments productivity. Service Cloud automatically transfers cases to the right agents, considering their knowledge and skills. Team managers will always have access to an overview of how agents are assigned and their availability.

Service Analytics

Provide visibility to your agents and teams with an intuitive analysis available in Service Cloud. Agents or managers will be able to build analyzes about number of closed or open cases, agent’s availability, time spent with clients or field team’s activity. The data from the analyzes are taken both from the Service Cloud and from other Salesforce solutions.

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Salesforce Service Cloud Service Process Automation btProvider

Service Process Automation

Build automated agent workflows to increase case processing speed and customer support productivity. Service Cloud allows you to implement recommended actions to guide agents in the process of solving a case. The agents’ work screen is intuitive, agile and adapts according to the step taken.

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