Salesforce Service Cloud consolidates customer data across devices and channels to enhance customer service. Key features include real-time communication with agents via Live Agent, a knowledge base for agents, a mobile app for case management, and Omni-Channel for optimized workload distribution. These tools aim to improve problem-solving and engagement for both customers and agents.

1. SALESFORCE SERVICE CLOUD
The Salesforce Service Cloud console allows you to consolidate
customer data across multiple devices and channels.

2. Salesforce Service Cloud helps you address customer
queries promptly and provide an enhanced experience to
them. It comes with a plethora of features as listed here:

3. Live Agent allows a customer to connect to a Service Agent
through the web in real-time and get access to multilingual
support. You get the benefit to chat 1:1 in real-time from any
device and chats can be easily routed to subject matter experts.
Live Agent allows a customer to connect to a Service Agent
through the web in real-time and get access to multilingual
support. You get the benefit to chat 1:1 in real-time from any
device and chats can be easily routed to subject matter experts.

4. Knowledge Base is embedded into the agent console and helps
agents get access to and deliver the right answers to the customers.
It also helps agents in sharing knowledge with any other device or
channel and allows them to contribute to the knowledge base.
Communities offer employees a place where they can find answers
quickly and easily at any time. Customers and agents get tools for
faster problem-solving and better engagement.

5. Salesforce Service Cloud mobile app allows cases to be
managed from anywhere. The app allows field-service
agents to solve their cases while on the go and executives
and managers are able to monitor real-time metrics.
It is the first app that helps introduce the efficacy of wave
analytics to the Service Cloud of salesforce. The app
allows service managers to easily and efficiently check on
agent efficiency, channel optimization, and case
management from anywhere.

6. Omni channel helps with the automatic routing of work items such as
leads and cases to the most relevant agent. This helps administrators
in configuring Salesforce Service Cloud to distribute workload
depending on the skillset, availability, and capacity of the employee to
handle the assigned work. This in turn ensures that high-priority work
gets the most attention.
This feature helps the customer service team with the right
tools for creating and handling cases on social media
channels like Facebook, Instagram, Twitter, YouTube, etc.

7. info@damcogroup.com
+1 609 632 0350
https://www.damcogroup.com/salesforce/salesforce-service-cloud-implementation-services
101 Morgan Lane, Suite # 205, Plainsboro NJ 08536, USA
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