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Transforming Customer
Service with Salesforce Service Cloud

Why Salesforce Service Cloud?

Salesforce Service Cloud is a powerful customer service and support platform that offers a comprehensive suite of tools designed to improve the efficiency and effectiveness of customer service teams.

Centralized Customer Service Platform

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Improved Agent Efficiency

Automation and AI

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Global Compliance and Security

Implementation and Configuration

Salesforce Service Cloud is equipped with a wide range of features designed to enhance customer service and support operations.

  • Case Management: Centralized system to track, manage, and resolve customer issues efficiently. Agents can capture customer problems, automate workflows, and ensure timely resolution.
  • Service Console: A unified agent workspace that provides a comprehensive, customizable view of customer interactions and relevant information, enabling faster and more informed decision-making.
  • Telephony Integration (CTI): Integrates with existing telephony systems, allowing agents to make and receive calls within the Service Console, including features like click-to-dial, automatic call logging, and caller ID.
  • Field Service Lightning: A comprehensive solution for managing field service operations, including scheduling, dispatch, and mobile workforce empowerment, ensuring efficient on-site service delivery.
  • A full-featured mobile app that allows service agents and managers to view cases, update records, and communicate with teams from anywhere.
  • Access to Salesforce’s AppExchange, where businesses can find and install additional applications to extend the functionality of their Service Cloud

Customization and Development

Enhance your customer services with custom features and functionalities.

  • Automates business processes with custom workflows, alerts, and approval processes, streamlining operations and ensuring consistency.
  • Dynamic Content: Implement dynamic content that adjusts based on user profiles, past interactions, and preferences stored in Service Cloud, providing a more personalized experience.
  • Customize online portals where customers can find answers, log cases, and manage their accounts, enhancing customer autonomy and satisfaction.
  • Personalized dashboards that provide an at-a-glance view of key metrics and performance indicators, helping teams to monitor their effectiveness and priorities.
  • FAQs and Help Articles: Embed frequently asked questions and help articles directly on your website, ensuring they are easily accessible and searchable for users needing assistance.

 

Integration Services

Seamlessly integrate Salesforce Service Cloud with other platforms for a unified experience.

  • Establish seamless Omnichannel routing across service channels
  • Implement data integration between Service Cloud, CRM, ERP etc.
  • Incorporate analytics solutions like Datorama for actionable intelligence
  • Build connectors to financial, shipping, inventory etc. systems relevant to business
  • Maintain updated customer profiles by aggregating data from all integrated sources
  • Seamlessly integrates with email systems, enabling agents to manage email communications alongside other channels within the Service Console.

Managed Services

Empower your team with training programs and ongoing support to maximize the benefits of Salesforce Service Cloud.

  • Define KPIs, benchmarks and processes to track ROI
  • Conduct admin and end user training on implemented features
  • Provide ongoing platform optimization and configuration management
  • Support upgrading versions and new feature releases
  • Administer security, access control and policy enforcement procedures

 

Our Global Service Cloud Services

Partner with Focal for a successful global Service Cloud rollout. Transform the way you engage with your customers, increase productivity, and drive business growth with our expertise by your side.

Define Global and Local Objectives

Establish clear objectives for the Service Cloud implementation that align with both global business goals and local market requirements.

Phased Rollout Strategy

Consider a phased rollout approach, starting with pilot regions before expanding, to manage risks and incorporate learnings from early phases into later rollouts.

Compliance and Data Privacy

Ensure compliance with local data privacy regulations such as GDPR in Europe, CCPA in California, and other regional laws, implementing necessary data protection and privacy measures.

Monitoring and Analytics

Use Salesforce's analytics and monitoring tools to track the performance of service operations globally and locally, identifying areas for optimization.

Why Partnering with Focal for Your Salesforce Service Cloud Journey

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