Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

Salesforce Service Cloud Training | Salesforce Training For Beginners - Service Cloud | Edureka

This Edureka Salesforce Service Cloud training video for beginners will help you learn Salesforce marketing cloud benefits, what it is, its various features, use case along with service cloud demo. This training video is ideal for beginners to learn Salesforce service cloud.

  • Login to see the comments

Salesforce Service Cloud Training | Salesforce Training For Beginners - Service Cloud | Edureka

  1. 1. www.edureka.co/salesforce-foundation-comboEdureka’s Salesforce Certification Training
  2. 2. www.edureka.co/salesforce-foundation-comboEdureka’s Salesforce Certification Training What Will You Learn Today? Why Salesforce Service Cloud? Why Cloud Computing? What Is Salesforce Service Cloud? What Services It Offers? Use Case Demo 1 2 3 4 65
  3. 3. www.edureka.co/salesforce-foundation-comboEdureka’s Salesforce Certification Training Why Cloud Computing?
  4. 4. www.edureka.co/salesforce-foundation-comboEdureka’s Salesforce Certification Training Why Cloud Computing? Universal access - work from anywhere Flexibility and security Cost reduction No need to maintain hardware, software or set your own data center 4 3 2 1
  5. 5. www.edureka.co/salesforce-foundation-comboEdureka’s Salesforce Certification Training Pizza as a Service
  6. 6. www.edureka.co/salesforce-foundation-comboEdureka’s Salesforce Certification Training You Manage Others Manage On-Premises Infrastructure (as a Service) Platform (as a Service) Software (as a Service) Service and Deployment Models
  7. 7. www.edureka.co/salesforce-foundation-comboEdureka’s Salesforce Certification Training Why should you go for Salesforce Service Cloud?
  8. 8. www.edureka.co/salesforce-foundation-comboEdureka’s Salesforce Certification Training Better management Less LTV (lifetime value) of customers Customer churn No personalized service Repeat business Higher customer retention Multichannel support Traditional Process Scattered conversations Service Cloud Need For Service Cloud
  9. 9. www.edureka.co/salesforce-foundation-comboEdureka’s Salesforce Certification Training Benefits Of Salesforce Service Cloud  Deal with 1:1 customer interaction using Live Agents  Run business from your mobile phone  Personalized service  Integrated with various applications  Provides Knowledge base for relevant answers  Perform analytics by generating reports and customized dashboards
  10. 10. www.edureka.co/salesforce-foundation-comboEdureka’s Salesforce Certification Training What is Salesforce Service Cloud?
  11. 11. www.edureka.co/salesforce-foundation-comboEdureka’s Salesforce Certification Training Salesforce Service Cloud Salesforce Service Cloud is a customer relationship management (CRM) platform for customer service and support.  Offers Software as a Service.  Gives 360-degree view enabling the delivery of smarter, efficient, faster and more personalized service.  Improves customer interactions  Tracks customer behavior on past activity data. Smarter FasterPersonalized Efficient Service Cloud
  12. 12. www.edureka.co/salesforce-foundation-comboEdureka’s Salesforce Certification Training What services it offers?
  13. 13. www.edureka.co/salesforce-foundation-comboEdureka’s Salesforce Certification Training Service Cloud Services
  14. 14. www.edureka.co/salesforce-foundation-comboEdureka’s Salesforce Certification Training Services Service console is the centralized interface which is devoted to customer service, support and customer experience. You can find everything from customer profiles, to case histories, to dashboards – all in one place. You can create different consoles for your agents in your salesforce org. It reduces response time as customers rely on the console to boost productivity in fast-paced service and sales environments. Field Service Lightning Console Live Agent Communities Social Media Knowledge Mobile
  15. 15. www.edureka.co/salesforce-foundation-comboEdureka’s Salesforce Certification Training Services Salesforce Knowledge is a knowledge base where users can edit, create and manage content. Salesforce Knowledge includes various articles where agents can easily find, access, and deliver the right answers to customers. Customers can go through the company’s website and search for solutions. It maximizes agent productivity as it helps the customers to provide them with better and faster solution. Field Service Lightning Console Live Agent Communities Social Media Knowledge Mobile
  16. 16. www.edureka.co/salesforce-foundation-comboEdureka’s Salesforce Certification Training Services Service Cloud lets you leverage social media platforms such as Facebook, Twitter to engage customers. With Salesforce Social Studio, customer requests are escalated directly to your social service team. You can monitor your social campaign in real-time and easily coordinate strategy across the web. Social Studio extends social listening, analysis, content marketing and engagement across the Customer Success Platform. Field Service Lightning Console Live Agent Communities Social Media Knowledge Mobile
  17. 17. www.edureka.co/salesforce-foundation-comboEdureka’s Salesforce Certification Training Services Live agents deal with 1:1 customer interaction. Agents can provide answers faster with customer chat and keyboard shortcuts. Live agents provide personalized service to the customer in real-time. Live agent chat enhance multi-lingual support which offers the ability to view the language of the incoming chat session before an agent accepts the chat. Live Agent also offers Quick Text. It stores pre-prepared text snippets that an agent can access. Field Service Lightning Console Live Agent Communities Social Media Knowledge Mobile
  18. 18. www.edureka.co/salesforce-foundation-comboEdureka’s Salesforce Certification Training Services Field Service management helps organization to manage tasks that need to be performed on-site. With Smart Scheduling, you can instantly book service appointments from Lightning Console. Tracks all the information about customer product and manages their different assets. You can pull in data across Salesforce as work orders are integrated with accounts, contacts, assets, cases, entitlements and service contracts. Field Service Lightning Console Live Agent Communities Social Media Knowledge Mobile
  19. 19. www.edureka.co/salesforce-foundation-comboEdureka’s Salesforce Certification Training Services Provide personalized service to customers. You can access the knowledge articles and community with just a click of a button. You can access and track case history and gain instant insights. Provides one-to-one support with live video and on-screen annotation. Field Service Lightning Console Live Agent Communities Social Media Knowledge Mobile
  20. 20. www.edureka.co/salesforce-foundation-comboEdureka’s Salesforce Certification Training Services Communities are a way to collaborate with business partners, customers, distributors, resellers and suppliers. You can create multiple communities to connect with your customers and provide them access to relevant data. You can share experiences, add reviews and even suggest product improvements. Drive more sales with reduced support cost. Field Service Lightning Console Live Agent Communities Social Media Knowledge Mobile
  21. 21. www.edureka.co/salesforce-foundation-comboEdureka’s Salesforce Certification Training Professional – $75 USD/user/month • Case management • Service contracts and entitlements • Single Service Console app • Web and email response • Social customer service • Lead-contact account management • Order management • Opportunity tracking • Chatter collaboration • Customizable reports and dashboards • CTI integration • Mobile access and administration • Limited process automation • Limited number of record types, profiles and role permission sets • Unlimited apps and tabs Pricing • Advanced case management • Multiple Service Console apps • Workflow and approvals • Integration via web service API • Enterprise analytics • Call Scripting • Offline access • Salesforce Identity • Salesforce Private AppExchange • Custom app development • Multiple sandboxes • Knowledge base • Live Agent web Chat • Customer Community • Live video chat (SOS) Enterprise – $150 USD/user/month • Live Agent web Chat • Knowledge base • Additional data storage • Expanded sandbox • environments • 24/7 toll-free support • Access to 100+ admin services • Unlimited online training • Customer community • Live video chat (SOS) Unlimited – $300 USD/user/month
  22. 22. www.edureka.co/salesforce-foundation-comboEdureka’s Salesforce Certification Training Few Companies Using Service Cloud
  23. 23. www.edureka.co/salesforce-foundation-comboEdureka’s Salesforce Certification Training Salesforce Service Cloud Use Case: Coca-Cola
  24. 24. www.edureka.co/salesforce-foundation-comboEdureka’s Salesforce Certification Training Challenges  Coca-Cola call center support agents were tracking their jobs on paper. This took a lot of time and effort.  Call center and repair department suffered from frequent downtime.  Lack of speed, functionality, scalability and connectivity with a fully-mobile experience.  Slow mobile app sync-up.  Surveys were done manually and results were slow.  Overall unsatisfactory user experience. Let’s find out solution to these problem.
  25. 25. www.edureka.co/salesforce-foundation-comboEdureka’s Salesforce Certification Training A Big Fix Customer satisfactionAgent productivity Using app mobile support, customers can interact via live agent video chat, screen sharing and on-screen guided assistance. Mobile App Community Analytics
  26. 26. www.edureka.co/salesforce-foundation-comboEdureka’s Salesforce Certification Training A Big Fix Customer satisfactionAgent productivity Using app mobile support, customers can interact via live agent video chat, screen sharing and on-screen guided assistance. Mobile App Community Analytics Using Service cloud, employees can share the information in real-time and see what’s happening around.
  27. 27. www.edureka.co/salesforce-foundation-comboEdureka’s Salesforce Certification Training A Big Fix Customer satisfactionAgent productivity Using app mobile support, customers can interact via live agent video chat, screen sharing and on-screen guided assistance. Mobile App Community Using Service cloud, employees can share the information in real-time and see what’s happening around. Coca-Cola analyzed past transactions and evaluated all the information through custom dashboards. Analytics
  28. 28. www.edureka.co/salesforce-foundation-comboEdureka’s Salesforce Certification Training A Big Fix Customer satisfaction Service Cloud gave their agents the tool to respond quickly and efficiently to customers like email- to-case, skill-based routing. Agent productivity Using app mobile support, customers can interact via live agent video chat, screen sharing and on-screen guided assistance. Mobile App Community Using Service cloud, employees can share the information in real-time and see what’s happening around. Coca-Cola analyzed past transactions and evaluated all the information through custom dashboards. Analytics
  29. 29. www.edureka.co/salesforce-foundation-comboEdureka’s Salesforce Certification Training A Big Fix Agents can log issues, generate work orders and dispatch field service technicians that makes their customers happy and satisfied. Customer satisfaction Service Cloud gave their agents the tool to respond quickly and efficiently to customers like email- to-case, skill-based routing. Agent productivity Using app mobile support, customers can interact via live agent video chat, screen sharing and on-screen guided assistance. Mobile App Community Using Service cloud, employees can share the information in real-time and see what’s happening around. Coca-Cola analyzed past transactions and evaluated all the information through custom dashboards. Analytics
  30. 30. www.edureka.co/salesforce-foundation-comboEdureka’s Salesforce Certification Training A Big Fix This is how Coca-Cola services department enhanced the productivity by 30%.
  31. 31. www.edureka.co/salesforce-foundation-comboEdureka’s Salesforce Certification Training Integrations Available For Salesforce Service Cloud
  32. 32. www.edureka.co/salesforce-foundation-comboEdureka’s Salesforce Certification Training Integrations
  33. 33. www.edureka.co/salesforce-foundation-comboEdureka’s Salesforce Certification Training Course Details Go to www.edureka.co/salesforce-foundation-combo Get Edureka Certified in Salesforce Today! What our learners have to say about us! Zakiuddin says, “I am very thankful to the instructors and support team who are helping the students to achieve their goals in all the necessary and possible accepts. I, being an operations manager will recommend Edureka as an exceptional place to learn.” Jonathan Tribhuwan, Sr. Lead Associate says, “The instructors have deep knowledge and simple ways to educate us. I especially liked the way they take us through the SFDC platform instead of playing through the PPT.” Madhu Chetan, Siebel Consultant at Medtronic says, “Salesforce class was interactive and the instructor was knowledgeable. Customer support is really good and course content is well documented.”
  34. 34. www.edureka.co/salesforce-foundation-comboEdureka’s Salesforce Certification Training

×