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Salesforce service cloud helping Business

Ways Salesforce Service Cloud Can Help Your Business

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Ways Salesforce Service Cloud Can Help Your Business

“If you don't appreciate your customers, someone else will.” Quote by Jason Langella, a Brand specialist in the USA. 

Salesforce service cloud gives you a holistic and 360-degree view of your customers and enables you to deliver faster & personalized service. With it, you can create a knowledge base, create the provision of live agent chat, and manage case interactions, and so on. The cloud-based service allows curated customer interaction as well as up-sell products/services based on past records. The platform allows customer engagement across multiple channels such as the internet, short messaging service or SMS, social media such as Instagram or Twitter, emails, and telephone calls. This is a consistent and convenient way of staying in touch. 

Listed below are some reasons why Salesforce service cloud is all the rage in corporate circles:

Increase team productivity:  Using this program, your team members can work from anywhere (remotely or home or in a vehicle, etc).  Their productivity is increased which leads to optimal utilisation of the human resource.

Social media interaction – The cloud enables seamless engagement on various social media platforms such as Facebook, Twitter, Instagram, and more. Therefore you are able to leverage your social media presence in real-time.

Case resolutions –   Real-time tracking of cases leads to faster resolution of them as well as reductions in human errors.

Top notch security – One of the biggest reasons for its success is that all your data is safe and secure. Protection of your data is topmost in the minds of Salesforce. This cloud ensures this.

Customer experience – Engagement with the customer base in enhanced in a variety of ways. This leads to loyalty, satisfaction, and customer retention. Repeat business rises as well as referrals from happy customers. For example, Sachin Xavier who runs a clothing business in Bangalore is so happy with this platform that he is now an “unofficial” brand ambassador. He keeps extolling its virtues to his large friend circle some of whom have adopted the Salesforce Service cloud as well.

 The various services on this platform are:

Case management:  Issues/problems faced by clients are called “cases” and are captured & tracked on this platform. The cases can be classified as Email-To-Case, Web-to-Case and Escalation, and Auto-Response.

Solutions: You can categorize your solutions into various segments making your solution search quicker. This aids team member productivity. It doesn’t require an additional license.

Knowledge: It is a knowledge base where users can edit, create, and manage content. Clients can visit the company’s website and search for solutions. Salesforce Knowledge does need a separate license to be bought.

Communities: It is a tool to communicate with business partners, customers, distributors, suppliers (anyone who is not a part of your company but critical to its success).  It allows them to be in touch as well as access to data you allow.

Console: In a console, you can find everything from customer profiles, to case histories, to dashboards collated under one roof, in one place. 

Salesforce service cloud offers many benefits to its users. Its time you reaped some and got an edge over your rivals. Get in touch with us for implementing the same and enhancing your customer experience.


About the Author

RS Maan

Maan joined Salesforce Ecosystem in 2008 with entry of Salesforce in APAC region. He worked on many of the underlying Salesforce Products & it’s functionality, including Heroku, Chatbots, and Einstein before leading Codleo Consulting - Leading Partner of & In his spare time, he immerses himself in travel, books and spirituality.

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