Salesforce Service Cloud Update Provides New Tools for Service Agents
by Hulda Echave A cutting-edge global cloud solutioThe latest update to Salesforce Service Cloud is designed to help service agents offer better, mobile customer service and is more customizable.
Salesforce.com
has announced the “next generation” of its Service Cloud platform that
has been redesigned with new features as well as improvements for easier
application setup and management.
Service agents can manage
and resolve customer issues regardless of whether they are on the road,
at the home office or at a customer's site using the new native Service
Cloud mobile app for iOS and Android that are due for release later this
year.
Salesforce customers can also extend Services Cloud
functionality with additional apps available from the Salesforce
AppExchange or they can customize the platform with Lightning Builder.
Lightning Components can be added simply by dragging and dropping them to Service Cloud. Currently-available Service Cloud apps
include several with telephony and call center management features from
Dialpad, NewVoiceMedia and Talkdesk; internet of things asset tracking
and mapping from MapAnythingLive, and patient and healthcare provider
communications from Healthwise.
On the management front,
Salesforce has added new capabilities to the Lightning Service Console
including the “Case Kanban” visual dashboard that shows cases in the
queue to help service agents prioritize their time.
Another
component, Community Agent 360 shows a customer’s community history
giving the agent some context about recent customer activities, such as a
recent support article the customer may have read so the agent doesn’t
repeat information or suggest a fix the customer has already tried.
A
Federated Search feature lets agents find relevant information across
Salesforce and external data sources such as Confluence, YouTube,
Dropbox and Box.
There is also a Macro Builder capability that
helps agents quickly create reusable macros for specific customer
service scenarios. Agents can then easily deploy that macro if the issue
comes up again.
As a measure of how easy it is to set up, Salesforce
asserts that companies of any size can use Service Cloud to build a
feature rich customer service center in a day or less.
“Any
company, large, medium and small, can be empowered to deliver
personalized service experiences in less than a day with clicks, not
code,” Keith Pearce, vice president of marketing for Service Cloud at
Salesforce, told eWEEK.
Features such as case management are
now built-in to Service Cloud. In as little as five steps, service
administrators can add a customer community and knowledge base, as well
as connect to email, Facebook and Twitter feeds, according to Pearce.
“We’ve
set up service flows for Twitter and Facebook and it takes all the
learnings from similar cases the agent can get to" in just a few clicks,
said Pearce.
For additional features and customization,
Salesforce offers Trailhead, its online, gamified training platform,
with more than twenty free, guided modules to learn how to deploy,
configure and customize Service Cloud.
“The new cloud-based
deployment and management features Salesforce has added to its Service
Cloud are designed to address core issues of concern to its business
clients,” Charles King, principal analyst at Pund-IT, told eWEEK in an
email.
“Central to that is the evolution of digitally-enabled,
proactive customers with access to powerful communications technologies
and platforms to highlight unusual experiences and share their
feelings," King said.
Proactive customers with access to
social media and other web communications will often freely vent their
frustration with service providers that perform poorly, King noted.
"Anyone
who doubts that their business or brand might suffer from this often
unconstrained venting hasn't been paying attention to the news. The new
Salesforce offerings aim to help clients address these issues with next
gen service cloud solutions that are quick to deploy, simple to learn
and easily managed,” he said.
The Salesforce Service
Out-of-the-Box, Lightning App Builder for Service, Lightning Service
Console, Federated Search and Case Kanban view are available today at no
additional cost with any edition of Service Cloud.
A pilot
edition of Community Agent 360 is available today at no additional cost
with a Customer Community Cloud license. A beta version of Macro Builder
is available now at no additional cost with any edition of Service
Cloud. Salesforce said it plans to make a pilot version of the Service Cloud Mobile app for iOS and Android available in the second half of 2017 with any edition of Service Cloud.
This Article Source is From : http://www.eweek.com/cloud/salesforce-service-cloud-update-provides-new-tools-for-service-agents
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