Service Cloud enables customer service agents to work faster and more productively and provide personalized customer service across every touchpoint made on the web and on mobile, social, and offline channels.
Sophisticated self-service communities created with Service Cloud allow customers to tap into the most accurate information about your product, connect with peers, or contact a support agent when needed.
Service cloud supports a wide variety of customer service department needs:
- Service agents have a complete view of customers while working on support tickets—including past interactions, purchases, and other relevant information.
- The omnichannel routing feature directs leads and cases to agents based on relevance and accessibility.
- Knowledge management and chatbots enable customer service departments to create articles in the company knowledge base and reduce agents’ workload.
- Businesses can set up service-level agreements for their customers.