Salesforce Service Cloud is a CRM platform that helps to make customer support quick and efficient. Moreover, it enables users to automate service processes, streamline workflow, and discover leading articles, topics, and experts to support customer service agents. Service Cloud aims to foster one-to-one marketing relationships across multiple channels and devices with each customer.

It can also “listen” to and respond to customers on a variety of social platforms and automatically route cases to the appropriate agent. In addition, Social Customer Service is integrated with the Salesforce Customer Success Platform, which enables the social team to gather a wide picture of the customer to apprise responses.

Service for Apps makes it possible to insert customer support software in the application. Moreover, in-app mobile support may include live agent video chat, screen sharing, and on-screen guided assistance. Additionally, the software also integrates with Salesforce Community Cloud, providing more communication channels for agents and customers.

According to Salesforce, it is the world’s highest-ranking customer service platform.

Key Features of Service Cloud

Here, we will study the key features of Service Cloud. In fact, these features help in meeting the business goals mentioned above. The features are mentioned below –

• Console for service: It is a unified platform for managing all cases assigned to an agent to help him/her prioritize tasks. It also helps in giving a personalized experience to the customer of each case.

• Knowledge base: Customer interactions and decisions are captured and organized into a knowledge base. It also helps in faster problem-solving.

• Social Customer Service: As more and more customers connect with the organization through social media, this feature also helps in providing the service on the social media platform itself without asking the customer to visit different web pages for interaction.

• Live agent: Moreover, the facility provides real-time online support with its unique chat service.

• Mobile platform: Salesforce1 platform is also a versatile platform to control customer service from any device and any location.

• Service Cloud Community: It allows customers to help each other. There are many tools available for self-service on various troubleshooting needs.

Other features of Service Cloud are the following:

• Customized reporting
• Multiple languages
• Access via a mobile application
• Integration with legacy systems
• Live agent web chat
• Role-based permissions
• Team collaboration system
• Community cloud integration
• Service-level agreements (SLAs) with visual timelines
• Service rights

Pricing & Tiers / Free Trial

Salesforce Service Cloud comes in four different pricing tiers: Essential, Professional, Enterprise, and Unlimited:

• This level of marketers towards smaller customer service teams. This option costs $25 per month.
• This option has full-service CRM capabilities and costs $75 per month.
• In this category are customizable CRM proposals for large companies. Membership for this level costs $150 per month.
• This is the maximum service level that provides enterprise-level functionality with additional support options, sandbox testing, and unlimited tabs and apps. However, the cost of this level is $300 per month.

A free trial of the basic features of Service Cloud is available. According to the Salesforce website, free trial options are the following:

• Preloaded or uploaded data
• Pre-configured processes, reports, and dashboards
• Online training resources with guided experiences

Salesforce Sales Cloud vs. Service Cloud 

When customers enroll with Salesforce products, they have the option of choosing between the Sales Cloud and Service Cloud modules. There is a considerable flap between the two modules. Businesses use Sales Cloud products that are concentrated on generating leads, opportunities, and sales. However, Salesforce Service Cloud includes all the features included in Sales Cloud, plus additional features for service-oriented businesses with high support process demands.

Conclusion

Service Cloud can offer a great set of capabilities for your customer service. However, it’s like a Lego kit for your future customer service capabilities. Moreover, it needs to be carefully arranged, adjusted, configured, and sometimes substantially reworked to ensure that your business gets the most out of it. Whatever your stage in the Salesforce decision-making process, the Tricolor Initiative(TCI) is ready to help.