Salesforce Service Cloud is a customer support solution that enhances client service efficiency and experience. It is a robust customer relationship management (CRM) platform that allows Salesforce clients to provide service and support to their business customers. Service Cloud is based on Salesforce’s Sales Cloud product, a popular CRM software for sales professionals.
The platform enables users to automate service processes, streamline workflows, and find key articles, topics, and experts to support customer service agents. It fosters one-to-one marketing relationships with customers across multiple channels and devices. Service Cloud also allows for social customer service integration and provides in-app mobile support options. It is integrated with Salesforce Community Cloud, expanding communication channels for agents and customers.
Key Features of Salesforce Service Cloud
Salesforce Service Cloud offers various key features to enhance customer service. These include the Lightning Service Console, which provides a comprehensive and customizable user interface (UI) and dashboard for customer service agents.
The platform also includes case management capabilities, allowing agents to juggle multiple cases across multiple channels using the Service Console. Workflow and approvals can be automated with AI and drag-and-drop technology.
Omni-channel routing ensures that cases and leads are automatically directed to specific employees based on factors such as skill set and availability. Social customer service integration allows agents to respond quickly to customer inquiries and requests on platforms like Instagram, Facebook, and Twitter.
Telephony integration links with popular computer telephony integration applications to manage calls with customer information on hand. Automation with macros helps automate repetitive customer service tasks, improving efficiency.
Account and contact management links agents with existing customer data to provide better customer satisfaction. Lastly, custom reports and dashboards offer a 360-degree view of customers, providing relevant data during customer interactions to facilitate informed decisions.
With these powerful features, Salesforce Service Cloud empowers businesses to deliver exceptional customer service and drive customer satisfaction.
| Key Features | Description |
|---|---|
| Lightning Service Console | Comprehensive and customizable user interface (UI) and dashboard for customer service agents. |
| Case Management | Allows agents to juggle multiple cases across multiple channels. |
| Workflow and Approvals | Automate workflows and approvals with AI and drag-and-drop technology. |
| Omni-channel Routing | Automatically direct cases and leads to specific employees based on skill set and availability. |
| Social Customer Service | Respond quickly to customer inquiries and requests on social media platforms. |
| Telephony Integration | Manage calls with customer information through computer telephony integration applications. |
| Automation with Macros | Automate repetitive customer service tasks. |
| Account and Contact Management | Link agents with existing customer data to provide better customer satisfaction. |
| Custom Reports and Dashboards | Offer a 360-degree view of customers with relevant data during customer interactions. |
Salesforce Service Cloud Pricing and Tiers
Salesforce Service Cloud offers four pricing tiers tailored to meet different business needs and budgets. Each tier provides unique features and capabilities to support your customer service operations.
Essentials
The Essentials tier is designed for small customer service teams, offering a comprehensive set of features at an affordable price. With Essentials, you can streamline your customer support processes and provide a seamless experience to your customers. This tier is priced at $25 per month, per user for up to five users.
Professional
The Professional tier provides complete service CRM capabilities for businesses of all sizes. It includes advanced features such as case management, knowledge base, and email integration to help you deliver exceptional customer support. The Professional tier is priced at $75 per month, per user.
Enterprise
The Enterprise tier offers highly customizable CRM offerings for larger companies with complex service requirements. It provides advanced automation, AI-powered insights, and omni-channel support to enable personalized customer interactions. The Enterprise tier is priced at $150 per month, per user.
Unlimited
The Unlimited tier delivers enterprise-level functionality and flexibility to meet the most demanding service needs. In addition to all the features offered in the Enterprise tier, Unlimited provides additional support options, sandbox testing environments, and unlimited tabs and apps. This tier is priced at $300 per month, per user.
It’s important to note that all pricing tiers are subject to change, and it’s recommended to visit the official Salesforce website for the most up-to-date and accurate pricing information.
Furthermore, if you’re considering Salesforce Service Cloud for your business, you can take advantage of a free trial. The free trial allows you to explore the platform and its basic features, giving you a hands-on experience with preloaded or uploaded data, preconfigured processes, reports, and dashboards. Salesforce also provides online training resources to help you get started.
Benefits of Salesforce Service Cloud and Salesforce Sales Cloud vs. Service Cloud
Salesforce Service Cloud offers numerous benefits to organizations. It helps improve customer support efficiency, enhances customer satisfaction, and increases brand value. With Service Cloud, businesses can gain a 360-degree view of their customers, enabling personalized interactions and the ability to upsell services or products. Additionally, the platform leverages AI and automation to help close deals faster, resulting in improved customer support and reduced costs. This ultimately leads to a better overall customer experience.
On the other hand, Salesforce Sales Cloud focuses on generating leads, opportunities, and sales for businesses. While there may be overlapping features between Sales Cloud and Service Cloud, the latter is specifically designed for service-oriented businesses with higher support process demands. Service Cloud provides a holistic approach to customer support, allowing organizations to deliver personalized customer experiences and build stronger relationships with their clients.
In summary, Salesforce Service Cloud offers a comprehensive solution for customer support, enabling organizations to optimize their customer service processes and deliver personalized experiences. Its benefits include improved efficiency, enhanced customer satisfaction, and increased brand value. Comparatively, Salesforce Sales Cloud is focused on driving sales and revenue growth. By choosing the right Salesforce Cloud module, businesses can align their CRM strategies with their specific goals and needs.
FAQ
What is Salesforce Service Cloud?
Salesforce Service Cloud is a customer support solution that enhances client service efficiency and experience. It is a robust customer relationship management (CRM) platform that allows Salesforce clients to provide service and support to their business customers.
What are the key features of Salesforce Service Cloud?
The key features of Salesforce Service Cloud include the Lightning Service Console, case management capabilities, workflow and approvals automation, omni-channel routing, social customer service integration, telephony integration, automation with macros, account and contact management, and custom reports and dashboards.
How much does Salesforce Service Cloud cost?
Salesforce Service Cloud offers four pricing tiers: Essentials, Professional, Enterprise, and Unlimited. Prices range from per month, per user for the Essentials tier to 0 per month, per user for the Unlimited tier. There is also a free trial available with basic features and online training resources.
What are the benefits of Salesforce Service Cloud?
Salesforce Service Cloud helps improve customer support efficiency, enhance customer satisfaction, increase brand value, provide a 360-degree view of customers, enable personalized interactions, upsell services or products, close deals faster with AI and automation, lower costs, and deliver a better overall customer experience. It is specifically designed for service-oriented businesses with higher support process demands.
How does Salesforce Service Cloud differ from Salesforce Sales Cloud?
Salesforce Service Cloud focuses on customer support and service processes, while Salesforce Sales Cloud is geared towards generating leads, opportunities, and sales. Both modules have overlapping features, but Service Cloud is specifically designed for service-oriented businesses with higher support process demands.