Overview of Salesforce Service Cloud Modules

 

Salesforce Service Cloud is a customer relationship management (CRM) platform for customer service and support. Salesforce-based Service Cloud on its Sales cloud product, the popular CRM software for sales professionals. Service Cloud enables users to automate service processes, streamline workflows and find key articles, topics and experts to support customer service agents. The purpose is to foster one-to-one marketing relationships with every customer across multiple channels and devices.


Important Modules of Service Cloud 


Case Management


Record, track and solve customer issues across sales, service and support. Includes the ability to create cases from an email (email to the case) and from a web form (web to the case). Cases can be managed in queues. Assignment rules and escalation rules can be defined.


Live Agent Chat 


 Provide a chat interface to allow customers to chat with Salesforce customer sales or service agents.


Solution Management


Allows you to capture in central location information to answer customer questions and support requests. Add a search facility to access solutions via cases. Auto suggestions can be enabled to suggest solutions based on case content. Solutions can also be exposed via a customer portal or a public website.


Call Scripting


 Provide an online interactive script for sales or support staff to follow when talking to a customer.


Service Cloud Console


 Consolidated view of related records in one screen with different frames to improve agent productivity. For example, instead of having to scroll down to the related lists of contact and navigate to related records, the service cloud console allows you to navigate to related records via tabs.


Asset Management

Allows tracking of which customers own what products. Can track the purchase date, install date, serial number, quantity and even if it is a competitor asset.


Knowledge Management


The knowledge base of FAQs, common customer service responses, resolutions and other information that is useful for solving issues, and cases are both accessible internally and externally in multiple channels.


CTI Integration

The Integration of telephony systems with Salesforce to allow functionality such as screen popping (display of incoming caller information), automatic dialing and phone control.





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