The document outlines the features and benefits of Salesforce Service Cloud for B2B commerce, emphasizing its role as a comprehensive customer service platform with capabilities for omni-channel communication and AI automation. It identifies key challenges faced in B2B commerce, such as managing complex customer inquiries and the lack of centralized data, and presents solutions like unified inboxes and efficient case management. The advantages of adopting Service Cloud include improved customer satisfaction, streamlined operations, and enhanced scalability for growing businesses.

1. Salesforce Service cloud
for B2B

2. REVZOOM CLOUD SOLUTIONS
SALESFORCE PROJECT
IMPLEMENTATIONS
CORPORATE TRAINING
SALESFORCE AND PYTHON
(ONLINE & OFF LINE)

3. INTRODUC TION:
• VARAPRASAD KONDAPALLI
• 20+ Years IT experience;
• Salesforce& Agile Professional with 17+years experience
• Salesforce Practice Head
• 13x Salesforce.com Certified with Application
ArchitectCertified.
• Salesforce Corporate Trainer..
• Trailblazer Mentor
• Movies,Music,etc..

4. What is Salesforce Service Cloud?
•What is Salesforce Service Cloud?
• A comprehensive customer service platform
• Supports omni-channel communication
• Leverages AI for automation and efficiency
•Why Service Cloud for B2B Commerce?
• Seamless integration with B2B processes
• Personalized customer support

5. Key Challenges in B2B Commerce
Key Challenges in B2B Commerce
•Managing complex customer inquiries
•Delivering consistent support across channels
•Lack of centralized customer data
•Limited automation for routine tasks

6. Features of Service Cloud for B2B Commerce
1.Omni-Channel Support
1. Unified inbox for emails, chats, and calls
2. Consistent customer experience across channels
2.Case Management
1. Efficient case tracking and resolution
2. Escalation workflows for priority issues
3.Knowledge Base
1. Central repository for FAQs and guides
2. Self-service portals for quick resolutions
4.B2B Commerce Integration
1. Access to customer purchase history
2. Order status tracking within Service Cloud

7. Steps to Configure OMNI-CHANNEL

8. Benefits of Using Service Cloud in B2B Commerce
•Improved Customer Satisfaction: Faster and
personalized responses
•Streamlined Operations: Centralized data and
automated workflows
•Proactive Engagement: AI-driven insights for
customer needs
•Scalability: Adaptable to growing business needs

9. B2B ARCHITECTURE:

10. THANK YOU