Role of Solution Management in Salesforce Service Cloud

 

Salesforce is the world’s #1 Customer Relationship Management Platform, which helps marketing, sales, commerce, service and IT teams work as one from anywhere; so businesses can keep their customers happy everywhere. The Salesforce Provides Service Cloud that enables users to automate service processes, streamline workflows and find key articles, topics and experts to support customer service agents.

Solutions management is one of the features of Salesforce Service Cloud. The solution comprises user issues and resolutions and Solution management is almost similar to knowledge management. Salesforce Service Cloud Solutions allow customer service agents to capture the solutions in a central information location, allowing them to answer customer queries and other support requests accurately and swiftly. 

Uses of Solution Management

Organizations have a responsibility to respond to customers quickly with accurate answers or solutions. Solution management helps customer support agents to extract articles, previously resolved queries and other frequent questions and answers.  

• Improves customer support agent productivity 

• Improves response time to customers 

• Support agents can take the reference of resolved queries when customers come up with the same issue 

• It makes the solution available or visible in the knowledge base where customers can get solutions without logging in. 

If organizations do not provide excellent customer support, there is a potential to lose customers. With Salesforce solution management processes, agents can resolve the queries of customers without any delay. 

Both customer retention and acquisition are necessary to run a business consistently. it has been found that most customers tend to stop using products and services if they are not assisted when challenged with issues.

Irrespective of the time of the day, no customer wishes to wait a long to get answers to a query. Today, when products and services span the whole world and this world is fast becoming a global village – there is considerable stress on support-related services.

The solution management tool addresses this concern and saves time for the support agent while handling customers via the customer portal, call center, or support portals. It also helps organizations train their Customer Support Agents efficiently and quickly.

There are several modules associated with Service Cloud and each of the modules helps Organizations in providing the #1 service to customers.