Service Cloud
Sitting with Telcowin’s Salesforce Functional Consultant, Syaheed this week, Telcowin Tech Talk gained a lot of insight into the world of the Salesforce Service Cloud. According to Syaheed, the Service Cloud is one of the two core cloud products offered by Salesforce, the other being Sales Cloud.
With its key component being customer engagement, Service Cloud focuses on interactions with customers, ensuring they receive the best possible service.
Syaheed says one of the cool features of the Service Cloud is Omnichannel. Essentially, when customers interact with customer service agents via multiple channels – phone call, social media, text, etc., the agents are able to receive all this feedback in one single view. This single view is known as Omnichannel.
It gives customer service agents a holistic view while also enabling them to reply to customers more efficiently. Additionally, Salesforce has made the Service Cloud available on both web and mobile. It works just like social media platforms, in a sense that it provides the user with live notifications via a bell icon, similar to Youtube or Facebook.
Service Cloud mobile is available on both Android and iOS, wheresers are notified via push notifications, ensuring the user does not miss a single feedback. Syaheed says the experience is similar to using social media apps where you are able to tag colleagues and leave comments.
Omnichannel is just one feature in the Service Cloud platform. To learn even more, log on to this week’s Telcowin Tech Talk episode at podcasts.telcowin.com