Salesforce service cloud is a customer service and support platform built to help you get faster and reliable case resolution. It lets you deliver smarter service with a 360-degree view of every customer, resolve issues across any channel, and increase customer satisfaction by connecting your whole business.Cognitive learning theory in the classroom your agents are empowered by having complete visibility into every interaction with every customer and, with computer-telephony integration (CTI), are able to accelerate handling times of customer phone-in calls to boost agent productivity and improve customer satisfaction.Cognitive learning theory in the classroom

The cloud software offers everything you need to boost your custom service operation and enhance customer satisfaction. It allows you to personalize every customer conversation by giving your service team clear visibility into which products and services customers already own so you can help agents identify more relevant cross-sell and upsell opportunities.Cognitive learning theory in the classroom you’ll be able to always respond with the right level of service that customers are entitled to as well as easily track, manage, and resolve issues with a unified view of every case, including any service level agreements (slas).Cognitive learning theory in the classroom

You can harness the software’s service insights to create more targeted marketing using a common, unified customer record to tailor messages and offers which can be triggered automatically based on customer interactions or service activities, letting you identify opportunities and issues from any location or device.Cognitive learning theory in the classroom with its service analytics dashboards, you’ll be guided on where to focus and manage resources with the. Furthermore, you can automatically analyze deep data and patterns from any system and get actionable recommendations with einstein discovery, the platform’s AI tool.Cognitive learning theory in the classroom

Salesforce service cloud offers the most complete customer service platform with features and capabilities that include service console, case management, omni-channel routing, account and contact management, social media customer service, customer self-service, live chat, and more.It provides functionalities beyond basic customer support operations with tools for enhancing marketing and customer interactions, identifying opportunities and issues from any location or device, and managing field service activities, among others.Cognitive learning theory in the classroom

A feature that you’ll quite appreciate is the computer-telephony integration (CTI) that gives your agents call center functionality that can be handled right within the service cloud console.Cognitive learning theory in the classroom what CTI does is give agents instant screen profile or account record of the caller even before they pick up the phone. Equipped with customer information, your agents will be prepared beforehand to properly engage and interact with customers.Cognitive learning theory in the classroom automation plays a big part in the phone process by turning every customer phone number inside salesforce into a clickable link, allowing agents to call customers with a simple click.Cognitive learning theory in the classroom

That’s not all. CTI eliminates the need for taking notes during calls since it logs all calls automatically and associates them with objects like contact records, cases, or anything you set or create.Cognitive learning theory in the classroom you can even control calls without touching your phone. You can make outgoing calls, transfer calls to another agent, put calls on hold, or add agents or concerned individuals for a conference call, all without leaving the service cloud console.Cognitive learning theory in the classroom what this capability means is enhanced agent productivity with efficient response times, and improved customer satisfaction.

One information location on everything from customer profiles, to case histories, to dashboards unifies your agents’ experience and maximizes their productivity.Cognitive learning theory in the classroom when all information in one place is at the agent’s fingertips, faster service is delivered. Your customer service team is empowered to answer customer questions correctly the first time, anticipate customer needs, and provide world-class customer service solutions every time.Cognitive learning theory in the classroom

With the platform’s multi-channel capability, customers can expect the same smart, fast, personalized service regardless of the channel they use to reach out.Cognitive learning theory in the classroom cases from every channel come into the agent console where agents can view a customer’s profile, purchasing history, and account information.Cognitive learning theory in the classroom customers don’t have to repeat themselves and agents can foresee their needs. The responsive layout of dashboards in the console makes it easy for agents to put the information that they need front and center, similar to a portal that puts all of the most frequently used actions right where your agents need them most.Cognitive learning theory in the classroom

Since it’s a salesforce solution, you get a customer service software with CRM at its heart to drive customer satisfaction. Its case management feature allows you to streamline your pipeline for better customer service.Cognitive learning theory in the classroom you can resolve customer support cases faster from anywhere by keeping your agents connected to all the activity, answers, and information they need.Cognitive learning theory in the classroom it lets you automatically assign the best-qualified agent to ensure that cases never fall through the cracks with AI-powered routing recommendations from einstein built within the software.Cognitive learning theory in the classroom

You’ll be able to streamline your service processes and drive productivity, and consistency the way you want by easily customizing service cloud to reflect your customer support and business processes.Cognitive learning theory in the classroom you’ll have full context view of all your cases and see every customer interaction in a chronological timeline, regardless of channel. All voicemails, email updates, knowledge articles, or anything else about a case appears in a flexible newsfeed so you’ll know what to focus on and when.Cognitive learning theory in the classroom you even get customer activity updates and alerts when action is needed and quickly send email responses using prewritten templates with just a few clicks.Cognitive learning theory in the classroom

Most customers are now on social media and you can ably support them as the service cloud gives you the capability to listen and respond to customers across a variety of social platforms, including twitter, facebook, and other social networks.Cognitive learning theory in the classroom by combining the power of service cloud with salesforce social studio, social customer care requests are escalated directly to your social service team.Cognitive learning theory in the classroom

You can provide smarter social service by routing social cases to the right agent at the right time. With the use of keywords, classifiers, and language detection, your agents will be able to receive actionable posts to immediately work on the right issues in the right way.Cognitive learning theory in the classroom and agents can easily switch the conversation to the best channel for the customer, whether it’s email, phone, chat, social networks, or a community.Cognitive learning theory in the classroom since social customer service is an integrated part of the salesforce customer success platform, your social care team gains a comprehensive picture of the customer before engaging them in real time.Cognitive learning theory in the classroom

Salesforce service cloud is built to be a smart collaboration platform so your agents can share their expertise, and cover for each other in critical situations.Cognitive learning theory in the classroom it can be used for communication and document sharing purposes where agents can discuss problems and prevent case escalation together. From a service manager’s perspective, these means that all team members remain in the loop, and their performance can be easily tracked and evaluated even without immediate customer feedback.Cognitive learning theory in the classroom

The power of the salesforce platform doesn’t stop at the desktop. Service cloud enables you to support both customers and mobile workers wherever they are using a mobile-first platform.Cognitive learning theory in the classroom you can create engaging experiences for your customers and mobile employees with intuitive drag-and-drop tools and an out-of-the-box mobile app.Cognitive learning theory in the classroom with the field service lightning mobile app, you can speedily resolve issues out in the field faster and help you mobile team get the job finished the first time.Cognitive learning theory in the classroom you can create new revenue opportunities onsite by connecting agents to customer history, parts inventory, knowledge articles, and more.