Salesforce has quickly established itself as one of the foremost ERPs in the world. Their customer-centric modules and services have made them a must-have for many of the top companies in the world.
If you are looking to scale up your business, getting a Salesforce module is the best idea. But what if you already have Salesforce and require Salesforce Service Cloud? How would you know if you have it? Read on to find out:
What is Salesforce Sales Cloud?
Salesforce sales cloud automates sales and management processes and thus increases the sales team’s efficiency. Communication tasks such as call logging, record keeping, emails, etc., are all automated by the sales cloud. This allows the sales team to focus on nurturing new leads and conversions.
Not only do sales representatives benefit from the sales cloud, but managers’ job is also easier because of it. Managers can assess a sales rep’s performance and create strategies that align the processes of both sales and marketing teams. Essentially Sales Cloud is Web-to-Lead.
What are the Features of the Sales Cloud?
The key features of the Sales Cloud include:
- Lead Management: You can use the Sales Cloud to maintain potential leads. You can even personalize campaigns for them, which drives sales in a targeted manner.
- Reports: Sales Cloud allows business to easily track their reports using easy-to-use dashboards, which they can use to identify their strengths and weaknesses.
- Mobile Optimization: Sales cloud is integrated with mobile, which means there is much more flexibility in accessing workflow. Everything from lead management to reports can be accessed from anywhere, at any time.
- File-Sharing: Sales cloud offers safe and efficient file sharing and syncing services that can be easily accessed using the search bar.
- Work Process Approvals: The sales cloud interface allows you to plan your business easily and approve work processes on sales, expenses, and discounts all in one place.
What are the Benefits of Sales Cloud?
Among their many impressive benefits, below are a few of Sales Cloud’s key benefits:
- Sales Cloud allows you to build loyal customers for the long term. You can connect all your teams to guide prospective customers through a personalized journey.
- You will be able to empower your sales representatives to work faster and smarter using AI-built insights and guidance to help them.
- Improve the agility of your sales team, quickly respond to new markets or territories, and track your team’s performance.
What is Salesforce Service Cloud?
Salesforce service cloud has proven itself to be a vital tool for customer service managers as it has been shown to help in customer retention. Agents can use the integrated communications channels to directly speak to customers and help them resolve issues and respond to queries much more quickly and smoothly than traditional methods.
The service cloud also acts as a vast repository of customer feedback and other relevant data that managers can use to train agents better. Thus, customer service managers can also receive data on customer satisfaction and agents’ performance. They can also use the service cloud to find pain points for a customer and attempt to resolve them. Essentially salesforce service cloud is Web-to-case.
What are the Features of the Service Cloud?
The Service Cloud offers the same features as the Sales Cloud but has a more customer-oriented setup and thus has a few extra tools to make the customer service process more efficient. Here are a few key features of the Service Cloud.
- Service Console: this tool handles and organizes tasks to help your customers so that they are more loyal to you.
- Chat Service: The Service Cloud offers an automated live chat that assists customers looking for solutions.
- Customer Service: This tool processes and responds to customer queries through social media without visiting other sites.
- A Base of Knowledge: As mentioned earlier, the service cloud has an extensive database of all customers’ information. Customer service agents can use it to understand customers better and help them resolve issues quicker.
- Email to Case: This tool automates email responses for cases and sends them according to its features.
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What are the Benefits of Service Cloud?
Service Cloud offers similar benefits to that of Sales Cloud, but it has a few more customer-centric benefits as follows:
- You can use omnichannel routing to match cases with agents with the best skill set to solve them.
- Provides a 360-degree, cross-departmental view of your customers to your agents.
- Improves productivity with tools such as macros, shortcuts, and templates.
- Service Cloud provides guides and suggests actions to agents using dynamic screens.
How do you Find Out if you Have Salesforce Service Cloud?
Usually, companies who purchase salesforce service cloud solutions are offered to purchase both Sales Cloud and Service Cloud due to the added benefits on offer. However, if you don’t require after-sales service support, Service Cloud is not for you.
To check whether you have a salesforce service cloud license, go to the user assigned service cloud feature license under the ‘user details’ page. Check to see if “Service Cloud User” is ticked or not.
Alternatively, you can go to the ‘setup’ page, and under company information, you can see the complete list of features enabled and the licenses your organization currently has access to.
Conclusion
Salesforce Service Cloud is a crucial tool for businesses that receive a lot of traffic from customers through issues and queries, such as internet service providers. Therefore if you are looking to scale up your business and provide unparalleled customer service, the Salesforce service cloud is perfect for you.
Beyond case management, Service Cloud provides several capabilities that can help you deflect cases and give the clients Self-Service options. To begin with, a Knowledge Base is a fantastic approach to delivering quick answers and essential information. This is simple to perform within Salesforce, thanks to Lightning Knowledge! You can create a public knowledge base or one for registered customers exclusively, but the material will undoubtedly aid in the deflection of Cases in either case.
Salesforce includes a fantastic Case Deflection feature right out of the box! The component will offer knowledge articles to clients who have submitted a case using type-ahead searching in the Submit a Case fields. It’s a fantastic approach to avoiding Cases while still providing an outstanding client experience!
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