Frequently asked questions (FAQ)
These are the questions we hear a lot, and you'll find the answers below. But if you have others, please don't hesitate to contact us — we're here to help.
In addition to being a pioneer in cloud-based sales force automation, Salesforce is the recognised leader for CRM customer engagement. With Service Cloud, you can automate service processes, streamline workflows, and surface key articles, topics, and experts to transform the agent experience. Connecting one-to-one with every customer, across multiple channels and on any device, was never easier.
When your customers have questions, your customer service team needs to be equipped to answer them quickly and easily. When your customer service is frictionless, customers are more likely to return to your product or service. Service Cloud gives agents the tools to deliver an outstanding customer experience, enabling them to work faster and more productively, which improves customer satisfaction and reduces costs. And with Service Cloud and Customer Communities, you can create a self-service community that allows customers to tap into the best information about your product, connect with peers, or contact a support agent when needed.
Treat social channels just like email and phone. Listen and respond to customers across a variety of social platforms and automatically route social cases to the right agent at the right time. Because social customer service is an integrated, seamless part of the Salesforce Customer Success Platform, your social care team gains a comprehensive picture of the customer before responding. This 360-degree view of the customer empowers agents with the ability to engage customers on the social channels where they are talking.
A self-service community is a customer portal that allows you to help customers help themselves. Delivering self-service means showcasing your knowledge base and offering case management to customers, so they can get answers to their questions anytime, on any device, from community content or peers. This allows your agents to focus on solving the most complex issues. And you can even create an internal self-service community for your employees to collaborate around content and business processes.
With Service Cloud and Community Cloud, you can deliver a self-service community or customer portal that is an extension of your brand, while enabling agents to jump on the case when needed, so no question goes unanswered. Extend your support via a fully branded experience where customers — and employees — can tap into articles, discussions, and ask questions of their other community members or agents with Service Cloud and Community Cloud.
And with the Salesforce Mobile App, customer support managers can access the data and insight they need right from their mobile device to make informed, real-time adjustments.
Success is built on trust and trust is at the core of everything we do. We go the distance to ensure that our customers’ data is safe and secure. We use a multi-layered approach to protect your information, constantly monitoring and improving our application, systems, and processes to protect the integrity and availability of the information that is vital to your business operations and our shared success.
Pricing and Editions
Absolutely. With Desk Connect, all the data you store in Desk.com is instantly synced with Salesforce. That means that when it’s time to make the move, the data migration piece is already taken care of. Your case, customer, and account information can live in both systems, synced instantly on both ends.
The Service Cloud free trial lets you dive right into all of the great capabilities of Service Cloud for free for 30 days. See what it’s like to use the Lightning Console, manage cases, create customer profiles, and search for questions in a self-service portal.
Implementing Service Cloud
Join the Service Cloud group in the very active Salesforce Success Community.