In the previous chapter, you read about custom applications available in AppExchange and solutions created by a group of fantastic people – Salesforce Labs. But what if we need something more comprehensive that will allow us to launch our own help desk? That’s what this chapter is about, namely, Service Cloud.
We will cover essential issues including the structure, application, and most important features. These elements will be discussed in the following sections:
- Introduction to Service Cloud
- Case management
Introduction to Service Cloud
Surely, at least once in your life, you have contacted a help desk. Remember that annoying hold music while waiting for someone to pick up? I do! I used to be on the other side of the phone, taking calls from clients (and I had put them on hold if the person on the other side was unpleasant. It taught me to be nice to help desk personnel). Interestingly, after picking up the phone, I logged the case in Service Cloud.
As mentioned in previous chapters, Salesforce has designed many types of clouds for different purposes, including Service Cloud, which makes life easier for managers and consultants working on the help desk.
Why did Salesforce decide on this type of solution? I think that question might be answered by the founder of Salesforce himself, but just like the ingredients of KFC’s famous chicken seasoning, we will never know. There are only guesses. Business consists of two elements that are in complete opposition to each other – sales and complaints. So, if something has been sold in Sales Cloud and we can enjoy the income, let’s make sure that in case of complaints, we manage it just as perfectly.
Now that we know (supposedly) why Service Cloud was created, let us focus on what Service Cloud really is. Let us uncover this secret knowledge. Service Cloud is a tool offering a range of solutions that help us achieve excellent communication with the customer. These tools make our customer service more personalized and effective.
To illustrate this even better, let us use the example of a newly formed company that will reserve a parking spot for you in the morning and release it when you come to pick your car up, called “That’s My Spot” (I can already hear Sheldon Cooper from The Big Bang Theory saying it).
“That’s My Spot” faces the following customer service issues:
- Managing different case issues that come from various channels (email, phone, chat, and social media)
- Staff do not have work aids such as automation or AI
- Agents must search for answers to questions themselves
- Every customer is treated the same – there is no distinction between corporate and individual clients
