Salesforce Service Cloud

Service Cloud and CX Cloud from Genesys and Salesforce

Typical problems of organisations with customer service departments include slow response time to inquiries, a lack of a consistent operating scheme, and scattered data on contact history. As a result, customers and consultants are frustrated, and the process takes too long.

Salesforce Service Cloud is a customer service and support platform that helps agents do their jobs at the highest level. The platform also allows customers to choose how to contact customer service and start a conversation anywhere and on any device:

Email, phone, SMS, self-service sites, messaging apps such as WhatsApp and Facebook Messenger, or real-time web chat.

Every channel is open for agents to respond to customer needs, which is very important for customers. From the brand beneficiary’s perspective, being seen and feeling important is now crucial in customer service. Salesforce Service Cloud makes it possible whether you have ten customers a year or ten thousand.

Key Service Cloud features to excel customer service

Case management
- Automatically assigns cases to the right agents.
- Tracks customer interactions across multiple channels.
- Provides a 360-degree view of customer cases.
Omni-channel support
- Connects customer interactions across email, phone, chat, social media, and SMS.
- Ensures agents can respond from a single, unified interface.
Service console
- A unified interface for agents to handle multiple cases at once.
- Provides a complete customer history in one place.
Automation & Einstein AI
- Chatbots handle common inquiries automatically.
- AI-driven recommendations help agents solve cases faster.
- Predictive analytics for customer needs.
Knowledge base
- Stores and organizes articles, FAQs, and solutions.
- Allows agents and customers to find quick answers.
Self-service portals
- Customers can find solutions on their own.
- Community forums allow peer-to-peer support.
- Integrates with AI to suggest relevant knowledge articles.
Field service management
- Optimizes scheduling and dispatching of field service workers.
- Mobile app for real-time updates and tracking.
- AI-powered job assignment
Reporting & analytics
- Real-time reports on customer service performance.
- AI-powered insights to improve interactions.
- Tracking SLAs and agent productivity.

Benefits of Service Cloud implementation

Faster case resolution

Agents get a 360-degree customer view, helping them resolve issues quickly and better understand customers’ needs. AI-powered recommendations suggest the best solutions and automated workflows reduce manual effort.
Omni-channel support

Omni-channel support ensures customers get help through their preferred channels (email, chat, social media, phone, etc.).
Reduced operational costs
- AI and automation reduce the need for manual intervention and result in fewer calls to customer service due to self-service options. Optimised resource allocation ensures agents work efficiently.
Instant responses 24/7

AI chatbots are available 24/7 and provide quick answers to common questions (order status, refund policies, troubleshooting, password resets, or appointment scheduling). They gather customer details before escalating, reducing the agent’s workload.

Gain high efficiency with Service Cloud

Faster case resolution

Increased agent productivity

Improved Customer Satisfaction (CSAT)

More cases resolved on first contact

Źródło: http://www.salesforce.com/uk/customer-success-stories/vax/

Voice & call center capabilities with CX Cloud (Genesys + Salesforce) to run a high-volume contact center

CX Cloud from Genesys and Salesforce is a unified, AI-powered customer experience (CX) and relationship management solution that seamlessly integrates Genesys Cloud CX with Salesforce Service Cloud. This collaboration combines the strengths of both platforms to enhance customer interactions and streamline agent workflows. By implementing CX Cloud from Genesys and Salesforce, organizations can consolidate their technology stack, reduce operational complexities, and deliver more empathetic, personalized customer experiences at scale.

CX Cloud and Service Cloud both focus on improving customer service

Service Cloud – the best for CRM & Case Management
CX Cloud – the best for AI-powered call centers

What it does:
- Manages customer interactions inside Salesforce
- Provides a 360-degree customer view with CRM data
- Offers Omni-Channel support (email, chat, phone, social, etc.)
- Includes AI-powered case routing and automation
- Provides self-service portals and knowledge bases
Best for companies that already use Salesforce and want a built-in customer service solution.
What it does:
- Combines Genesys Cloud CX (contact center) with Salesforce Service Cloud
- Offers AI-driven voice and digital interactions
- Provides real-time call transcription and sentiment analysis
- Includes Workforce Engagement Management (WEM) (agent coaching, scheduling, performance tracking)
- It supports advanced omnichannel routing (matches customers with the best agent based on skills, history, etc.).
Best for companies that need a powerful AI-driven contact centre integrated with Salesforce for high-volume customer interactions.

The combined power of technology for superior customer service

Service Cloud:

Fully built-in case management & CRM
Omni-channel support: email, chat, social media, phone
Einstein AI chatbots & self-service

CX Cloud:

Advanced, AI-powered voice & call centre capabilities
Built-in call transcription & sentiment analysis
Built-in Workforce Engagement Management (WEM): agent training, coaching, gamification