Scale Impactful Customer Service Experiences with Service Cloud Features & Benefits.
Create efficiency in high-touch service centres. Scale your customer service efforts with automation and connect the proper channels into one agent workspace. See all of the features that make Service Cloud Lightning the complete customer service platform, including Lightning Service Console, case management, omnichannel routing, macros, and a lot more.
Drive productivity with customer service that scales.
Lightning Service Console
Increase agent productivity with the next-generation of agent experience. Put all the information agents need at their finger tips for a 360-degree view of customers.
Case Management
Resolve cases faster with easy visibility into the full context of all cases and a record of every customer interaction — all on a streamlined dashboard.
Workflow and Approvals
Customise and automate any customer service or approval process with drag-and-drop simplicity using Workflow.
Omni-channel Routing
Deliver smarter service by automatically matching cases to the agent with the best skill set to solve them.
Telephony Integration
Integrate with the most popular CTI systems. Log notes instantly when customers call. Plus, manage calls from within the console without touching the phone.
Social Customer Service
Monitor and respond faster to customer posts on social media channels like Twitter, Facebook, Instagram, and others.
Automation with Macros
Free up your support agents by automating common, repetitive, multi-step tasks to resolve customer issues more efficiently.
Account and Contact Management
Be ready when customers reach out to your company by arming agents with critical data about past communications right at their fingertips.
Custom Reports and Dashboards
Make informed decisions with real-time reports. Track cases and customer information for a 360-degree view of the customer.
Asset and Order Management
Track customers’ assets, orders, support history, and more, in one place for a complete view of their activity.
Service Cloud customers are in good company.
With Service Cloud, we’re able to look at service end to end and enable AI and automation to drive more efficient and timely service.”
Boji Tony
General Manager, Global Customer Success (GCS), Intel
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