What Is Salesforce Service Cloud?
Features and Benefits of Salesforce Service Cloud
1. Case management
Service Cloud allows customer service agents to juggle cases simultaneously across multiple channels. In addition, agents can manage cases on both desktop and mobile applications.
2. Knowledge management
This feature enables agents to create articles in the company's knowledge base.
3. Omnichannel routing
The omnichannel routing feature directs leads and cases to employees based on relevance and accessibility.
4. Automation with macros
Automation with macros helps automate repetitive customer service tasks.
How are Sales Cloud and Service Cloud different?
Service Cloud allows users to focus more on service and customer support cases. It helps companies that provide services and sell products, while Sales Cloud is focused on sales, opportunities, and leads.