With the launch of Winter ’24, Salesforce Service Cloud brings innovations that promise to enhance operational efficiency. Through Service Intelligence, Case Dashboards, and artificial intelligence tools like Einstein, you can make more informed decisions and optimize agent productivity. These updates aim to elevate customer satisfaction and service effectiveness.
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Customer support is a core element for a company to be successful. The occurrence of problems during the interaction of customers with a product is a very delicate scenario for companies. In the Winter ’22 Release, Salesforce introduced the Incident Management tool to Service Cloud. Below, we present its 10 most attractive features.
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Salesforce Omni-Channel is a comprehensive customer service solution that provides a seamless experience across multiple channels by integrating them into a single system. This tool routes the right work to the right agents in real time and provides a complete profile of a customer’s interactions. Thanks to this, agents can respond more efficiently and effectively.
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Service Cloud Voice is a feature of the Service Console that provides support agents with a high quality phone support tool. It offers a 360-degree view of customers and their requests, combining data from all channels and powered by Artificial Intelligence. This allows agents to resolve queries more quickly and proactively.
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Service Cloud Einstein is a Salesforce solution that combines artificial intelligence (AI), CRM data and assisted processes with analytics to optimize the customer experience. It provides service agents with all the information necessary to supply timely responses to situations, it makes predictive responses, recommendations, and automates actions, representing a qualitative leap in customer service optimization.
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If you don’t know how Sales Cloud and Service Cloud can complement each other to attract and retain customers, you will hardly be able to use them to the fullest. You will be surprised to know how they cover the sales cycle of a product or service taking into account its characteristics, benefits and main differences.
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Service Cloud is a comprehensive, cloud-based platform for customer service and support. It facilitates the management of customer cases and requests, through the automation of service processes, a knowledge base, as well as AI-based predictions and recommendations. It focuses on optimizing interaction and problem solving in real time.
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