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The significance of customer satisfaction within a business environment couldn’t be denied. In fact, customer service and business success are co-dependent, as organizations consider customer service to be the top priority for their businesses. To fulfill their customer service needs, enterprises are leveraging technology solutions to provide new meaning to customer service.  

Salesforce service cloud has emerged as the world’s number one customer service solution that allows organizations to provide efficient service to their customers on the cloud. Built on the SaaS model, the Salesforce service cloud solution enables organizations to scale their operations efficiently. At the same time, this solution will help fulfill the current, as well as the future requirement of their clients.  

This robust solution augments an organizations’ client service with multiple features such as live agent support, community support, social media, and more. These tools help sales agents respond and resolve customer queries quickly and efficiently across different channels. If you too are looking to improve customer-service of your business then you must seek necessary Salesforce support from a reliable service provider. 

Different Features of Salesforce Service Cloud:   

Lightning Console: The Lightning console helps in maximizing agent productivity by placing all the information required by the agents at their fingertips. This empowers agents to anticipate customer needs, resolve their queries, and deliver a great experience.  

Live Agent: This tool allows a customer to connect with a Service agent via the web that, too, in real-time. This feature allows customers to indulge in 1:1 chat from any device in different languages as the tool provides multilingual support. The conversations can be directed to subject matter experts for quick resolution of queries and issues.   

Community Support: The communities provide customers, as well as service agents a platform for higher engagement and faster resolution of problems.  

Service Wave Analytics: This feature brings the power of analytics to the Salesforce service cloud. It allows customer service managers to check on the management of cases, ensure agent efficiency and optimization of the channel from anywhere. 

Omni Channel Routing: This feature enables automatic routing of cases and work items to the agent with the appropriate skill set to resolve them. Administrators can now configure Salesforce service cloud for distributing workload basis their availability, skillset, and their capability to handle incoming work. In other words, this feature supercharges the efficiency of a business by providing an in-context view of customers across different channels allowing companies to ensure that their employees prioritize work appropriately.  

Quick Wrap-up: 

These are few of the many tools and features provided by the Salesforce service cloud solution. By leveraging these tools, businesses can provide a better experience to their customers, which further translate to better business productivity and success. To make the most of this innovative solution, it’s prudent to partner with a certified and experienced Salesforce consultant.