Edureka's Guide to Salesforce Service Cloud

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

Why Cloud Computing?

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

Pizza as a Service

You Manage Others Manage
On-Premises
Infrastructure
(as a Service)
Platform
(as a Service)
Software
(as a Service)
Service and Deployment Models

Why should you go for Salesforce
Service Cloud?

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

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

What is Salesforce Service Cloud?

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

What services it offers?

Service Cloud Services

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

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.
Console
Live Agent
Communities
Social Media
Knowledge
Mobile

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.
Console
Live Agent
Communities
Social Media
Knowledge
Mobile

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.
Console
Live Agent
Communities
Social Media
Knowledge
Mobile

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.
Console
Live Agent
Communities
Social Media
Knowledge
Mobile

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.
Console
Live Agent
Communities
Social Media
Knowledge
Mobile

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.
Console
Live Agent
Communities
Social Media
Knowledge
Mobile

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

Few Companies Using Service Cloud

Salesforce Service Cloud Use Case:
Coca-Cola

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.

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

A Big Fix
productivity
Mobile App Community Analytics
Using Service cloud, employees can
share the information in real-time
and see what’s happening around.

A Big Fix
productivity
Mobile App Community
Coca-Cola analyzed past
transactions and evaluated all the
information through custom
dashboards.
Analytics

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
dashboards.
Analytics

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
dashboards.
Analytics

A Big Fix
This is how Coca-Cola services department
enhanced the productivity by 30%.

Integrations Available For
Salesforce Service Cloud

Integrations

Course Details
Go to www.edureka.co/salesforce-foundation-combo
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Edureka's Guide to Salesforce Service Cloud

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