Service Cloud
Overview
- Case / Entitlement / Knowledge Management: Track and resolve customer service cases, manage entitlements, and create a self-service knowledge base.
- Support Process / Communities: Streamline support processes and engage customers through communities.
- Omnichannel / EAC / CTI: Provide seamless support across multiple channels and integrate with telephony systems for efficient customer interactions.
Key Features
- AI-Powered Chatbots (Einstein): Automate customer interactions with AI-driven bots.
- Service Console: Unified interface for agents to view all customer interactions and data in one place.
- Field Service Management: Manage field service teams, scheduling, and dispatching.
- Automation & Workflow: Automate routine tasks, ticket routing, and escalations.
- Reports & Dashboards: Gain insights into team performance, customer satisfaction, and case trends.
- Collaboration (Chatter): Enhance team collaboration to resolve complex issues faster.
- Mobile Access: Service agents can access case data and customer information on-the-go.
- SLA Management: Track service level agreements to ensure timely resolution of customer issues.
- Integration: Connect with other systems and tools for a seamless service experience.