Cases are for logging, organizing, and resolving customer queries. Cases have customizable fields, can vary by type, and can even be auto-created on a web-to-case or email-to-case basis. The case management feature also includes convenient case assignments which can be done manually or by formula and also provides case escalation from team to team or a manager.
Slow Resolution Time Thanks to Manual Work
Having unbalanced workloads is an issue that often occurs among client service teams. As a rule, tons of hours are spent performing repetitive actions manually when helping a client which, of course, slows down the case resolution process.
Salesforce Service Cloud offers many tools and integrations to automate manual tasks. Service Cloud allows you to automate processes such as field updates, fixing reminder notifications, or creating send-outs with email templates. Furthermore, Service Process Automation is designed to assist you in customizing automated processes specifically for your team. Using drag-and-drop functionality, you can make a path for your specialist which will show how a case should be handled step by step.
Another service process automation feature is that, with additional setup, a live agent can integrate a talk service that can provide customers online help in real-time. The AI chatbot learns from previous replies and provides personal service.
Telephony Integration makes it simple to receive and make calls right from Salesforce. The system automatically logs calls, documenting every detail of the activity history and other related objects.
Not Knowing the Way to Reply to a Client’s Question
There are many cases when a specialist lacks the necessary knowledge or expertise for answering a customer’s question. In order to not be caught off guard and to avoid vague answers which may ruin the general customer experience, Service Cloud offers Knowledge Management and Omni-Channel Routing features. The knowledge domain tool was created for specialists to collect the simplest practice articles and Q&A solutions for others to reuse. By having fast access to the context knowledge domain with ready-made solutions that are provided to help a Support Specialist in handling the case, it becomes much easier to reply to clients correctly, quickly, and to resolve cases.
Omni-Channel Routing directs cases to specific specialists not only based on availability and workload but more importantly on their qualifications and skillsets.
Ineffective Data Monitoring and Processing
At times, managers encounter the problem of evaluating the performance of their team, work capacity, and other metrics in handling customers. Service Cloud Service Analytics provides comprehensive reports and dashboards which make it easy to watch and keep track of knowledge, like the number of incoming calls, processed requests, and created/resolved cases.
The reports can provide a clear understanding of the work volumes, help to see the progress of teams and individual employees, and make it possible to ascertain the case trends and benchmarks. On top of that, you can build and configure the reports quickly by customizing what you would like to see. Therefore, even your support agent can make use of this data solution to help make the right decisions.
In conclusion, the Service Cloud is indeed a handy platform for optimizing and running customer service processes effectively. The software is extremely customizable to tailor the requirements of every business, allowing everyone to remain on the same page and supply clients a far better and faster customer experience.