Help Desk Software

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Help Desk Software in the Cloud

Everyone needs the help desk at some point. And the faster the help arrives, the better. That’s why thousands of enterprises and organisations rely on Salesforce CRM—help desk software in the cloud—for their customer and internal support.

Salesforce CRM Service runs online. This means you can dispense with the cost of buying software and hardware and the headaches of installing and maintaining it.

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Essentials of Help Desk Applications: Case Management

To meet today’s high service standards, help desk solutions do more than just route calls to “the next available agent.” They resolve cases and queries fast and efficiently. Our help desk software delivers the sophisticated tools for fast support and adherence to service level agreements (SLAs).

  • Assignment and workflow. With salesforce.com’s help desk software applications you can segment, route, and assign incoming cases to individual reps or case queues, and alert response teams when you need them. And multitier support queuing, another feature of our help desk solutions, lets managers and groups review, refer, and route customer inquiries from all channels .
  • Escalation functionality. Our help desk software in the cloud also equips you with advanced escalation functionality. This stops inquiries falling through the cracks and ensures your organisation lives up to its service commitments.
  • Service level management. Meet and exceed your SLAs. That’s how you keep loyal customers. With salesforce.com’s help desk solutions you keep your agents informed of all your customers’ service level requirements. You also help managers analyse and improve service quality and compliance.

    • The Help Desk Solutions Differentiator: Knowledge Management

  • Give every service agent knowledge Would you like all the information and expertise in your entire company instantly available to whoever needs it, when they need it? That’s what the built-in knowledge management capabilities of salesforce.com’s help desk software in the cloud can do for you. Our help desk applications give you the tools to build a central knowledge bank so customer-facing and internal service agents always have tried-and-true solutions at their fingertips.

Our help desk applications make it easy to capture, review, catalogue, and access information, so agents can always find what they need, when they need it. salesforce.com’s help desk software in the cloud includes these knowledge base capabilities:

  • Solution encyclopedia. With this help desk application feature you can compile and archive relevant information to help agents resolve cases quickly and accurately. salesforce.com’s help desk software in the cloud improves support quality for customers and employees, and delivers cost savings and efficiency for the company.
  • Private and public knowledge base. salesforce.com’s help desk solutions let you effortlessly publish your entire knowledge base—or portions of it—to your Web site so customers can find expert answers without having to enlist an agent.
  • Browse and search capabilities. The powerful search capabilities of our help desk solutions direct agents and customers to the right answers every time. Our cloud-based help desk software sorts and classifies resolutions to suit your specific requirements. And new agents can quickly resolve challenging customer issues too.
  • Solution administration. Salesforce CRM help desk applications ensure the quality of information in the knowledge base via a multilevel solution review process. Anyone can easily create solutions, but only authorised users can review and publish them.
  • Resolution workflow. Salesforce CRM Service supports custom workflow rules and automates the management of the knowledge base. Alerts and automatic task assignments notify appropriate administrators when they need to take prompt action..
  • Multilingual support. Our help desk software in the cloud lets global service teams assist customers in local languages. With salesforce.com’s help desk solutions, you receive consistent support wherever you are, in any language.

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Here’s everything you need for a productive contact center and happy service agents. Create and track incoming cases from both traditional and social channels, see your customers' social profiles,  automatically route and escalate cases, and integrate with your telephony or back-office applications. It’s as easy as using as your favorite Web site.

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Help agents work together to respond quickly

Salesforce Chatter brings employee social networks to the contact center. In addition to exchanging information about cases and knowledge articles, your team can follow any Salesforce records or custom objects. When a record is changed, the update is posted automatically. And because every record has its own Chatter feed, everyone following that record automatically receives alerts and can immediately post comments or updates.

Get a single customer view

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For service agents, quickly finding the right information about customers is critical. With the next-generation console, agents’ screens are optimized to manage social media and case activities with fewer clicks and less scrolling. And a new user interface streamlines the agent experience with tabbed records, so agents can dramatically speed up support, sales, and telemarketing activities without losing context.

Offer flexibility in your service

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Whether it’s phone, email, or the Web, your customers want options, so make sure your agents have cross-channel service capabilities.

Access customer information instantly

Keep agents productive by integrating with your telephony infrastructure. Salesforce CRM integrates with 80 of the most popular phone systems.

A complete call center, entirely in the cloud

Run your entire call center, from your telephony to your CRM, entirely in the cloud with solutions from the leaders in call-center technology: Salesforce.com and Cisco.

Automate processes for faster resolution

To deliver the great service your customers expect, your agents need the right processes in place. With customizable workflow tools, you can automatically transfer, escalate, or close cases to keep service moving as quickly as possible.