Salesforce Service Process
Hello, Friends, I am very happy to tell you all with this useful information. This post is only for Beginners. And for the experienced persons, this post helps them to refresh the things which they already know.
Introduction to Service Cloud
Service Cloud is a customer service and support application. It helps keep your customers happy and your support team sane, whether your customers reach out to you by email, phone, social media, online communities, or real-time Web chat.
These different ways of reaching out are called channels, and they help you help your customers through their preferred communication tool.
Giving your customers a choice in how they communicate with your company is the first step towards delivering extraordinary service.
Incall Center, the client can make a call and ask his problem regarding product and can find the better solution to his problem“.
Difference between Sales Cloud and Service Cloud:-
1. “Sales Cloud” refers to the “sales” module in salesforce.com. It includes Leads, Accounts, Contacts, Contracts, Opportunities, Products, Price books, Quotes, and Campaigns (limits apply). It includes features such as Web-to-lead to support online lead capture, with auto-response rules. It is designed to be a start-to-end setup for the entire sales process; you use this to help generate revenue.
While “Service Cloud” refers to the “service” (as in “customer service”) module in salesforce.com. It includes Accounts, Contacts, Cases, and Solutions. It also encompasses features such as the Public Knowledge Base, Web-to-case, Call Center, and the Self-Service Portal, as well as customer service automation (e.g. escalation rules, assignment rules).
It is designed to allow you to support past, current, and future clients’ requests for assistance with a product, service, and billing. You use this to help make people happy.
2. Sales Cloud Implements Sales and Marketing while Service cloud implements Salesforce Knowledge.
3. Sales Cloud, A great solution for small and value-oriented mid-sized sales groups that want to rapidly and cost-effectively deploy Salesforce While Service Cloud provides Customer Support to the Clients and giving you the tools to provide a better customer experience for your clients.
4. Sales Cloud gives you the ability to open Cases (issues) and relate them to Accounts, Contacts; etc. While The Service Cloud is a superset of Sales Cloud, meaning you get everything that is in Sales Cloud PLUS some other features.
5. When we develop a product in force.com for sales then it comes in Sales Cloud Ex: – Account, Contacts, and Lead. While when we want to provide some facility and also provides support to the clients then it comes in Service Cloud. Ex: – create cases is the example of Service Cloud in which client write his problem into cases instead of call.
Additional Functionality in the Service Cloud
If you have a more complex support requirement or more active customer service team, you should consider service Cloud licenses. Service Cloud licenses provide the standard Sales Cloud functionality for your users and add additional functionality to better equip your team to provide service more efficiently. You can have Sales Cloud and Service Cloud users in the same instance of Salesforce.com.
Additional features of Service Cloud include Agent Console & Customizable Layouts—This helps your agents access relevant information about the customer with fewer clicks. You can design the console to maximize this efficiency.
Entitlement Management—if you have Service Level Agreements that provide different levels of support for your customers, you can use entitlement management to ensure that you deliver the proper service level including first response and resolution times. You can also incorporate automated processes that provide instructions for reps on the best way to resolve cases.
Access to Live Agent Web Chat (additional fee above Service Cloud license)—Incorporate live chat from the web to ensure that your clients get answers from you in real time without a phone call.
Stay tuned to salesforceupdates.com for more updates.
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