Unify your agent experience and get all the information in one place.Lightning Service console provides a single view display of all the information agents need at their fingertips for a 360-degree view of customers.This increases agent productivity with the next generation of agent experience. Cases from every channel come into the agent console – a one place for all the information display; where, agents can view a customer’s profile, purchasing history, and account information all in one place.

Focus on customer support cases faster and from anywhere by keeping your agents connected to all the case information, statuses, communications, activity, answers, and all that the customers need with Service Cloud. Case Management helps to resolve cases faster with easy visibility into the full context of all cases and a record of every customer interaction. Case Management streamlines your pipeline for better customer service. This helps in automatically assigning the right agent for cases and streamline your service processes.

Using Workflow, lightning flows and approvals, customize and automate any customer service or approval process. Eliminate manual and repetitive chores by automating manual tasks. Workflow speeds up your work by automating email responses, field updates, and task assignments. Design entire processes in one place with the powerful Lightning flows. Automate your business request approval process..

Route chats, cases, leads or any entity/work to the concerned Queues, agents intelligently using Omni- channel routing. Omni – channel routing helps in providing smarter service by automatically matching cases to the agent with the best skill set to solve them.Omni-Channel Presence and Routing intelligently routes work based on the business’ priorities, instead of dispatching work or having agents arbitrarily pick work from queues. Work is pushed to employees in real time and screen popped directly into the Service Console, offering up an in-context view of the customer across all channels. Gain visibility into how often your employees spend handling work, how long they have spent in certain statuses, and any trends in how often they accept versus decline work using Omni- channel supervisor..

Keep your customers happy and your agents productive with Telephony Integration.Integrate with the most popular CTI systems.Manage calls from within the console without touching the phone. Plus, Log notes instantly when customers call. Lower your agent’s average handle times and improve customer satisfaction with CTI (computer-telephony integration).All the notes and tasks created during call will automatically be logged and associated with objects like contact records, cases, or any custom object. Turn every phone number inside Salesforce into a clickable link.Make outgoing calls, put them on hold, transfer to another agent, or add people for a conference call, all without ever leaving the Service Cloud console. Instantly get a profile screen showing their customer information which helps in knowing your customers before you pick up the phone or the account record of the caller

For providingKnowledge Database for Customers (customer self-service) or to enable agents to find the right answer faster, knowledge management is one of the ways to provide excellent customer care. Help your customers help with easy access to knowledge base articles, FAQ, and the collective wisdom of the community. With a knowledge base that is embedded right in the console, agents can deliver the right answers to customers with ease. Create an effortless customer experience through any device by integrating knowledge base.

Service Analytics provides next best actions and provide insights on prioritizing routing of tasks to agents using AI.Einstein Discovery now supports Service Analytics.Einstein Discovery analyzes millions of data combinations in a matter of minutes. Einstein uncovers underlying reasons behind data patterns and predicts what is trending next.Centralize your KPIs,Predict CSAT based on salesforce existing data and trends and get predictive insights with Service analytics. Service analytics helps to collaborate on any device without shifting between disconnected analytics tools. Agents can stay ahead of business concerns by identifying product issues, customer issues as well as churn risks with predictive insights. .

Visual Remote assistant provides real-time, visual support for Troubleshooting issues withinteractive guidance. Visual Remote Assistant provides tools like annotations, live pointer, AI-powered character recognition and scalable video.Connect data across your CRM with Service Cloud, Field Service, and even third-party systems — all on Customer 360. All your customer service data will be integrated into one agile platform. Remote Assistant allows you to provide immediate assistance over video chat.

Customer Communities provide customers the self-service portals, discussion forums, and access to knowledge base,chatbot anytime, and from their laptop, tablet, or mobile device. Empower your customers with Communities by Service Cloud. Customize mobile-responsive portal or community and branding using communities. Extend Salesforce into your portal to integrate directly with your business processes, so customers can connect to what they need effortlessly. With Service Cloud integration on communities, customers can access an agent via chat, submit a case online and guided step by step through customer service processes. Extend service processes from your contact center directly into a customer self-service experience. For personalized support, seamless self-service experience -build self-service portals and communities that are connected to the Salesforce platform.

Supercharge your team and scale your support with AI-powered chatbots.AI-powered chatbots have intent detection and Natural language processing which helps in answering customer querieseffectively.Reach customers on every digital channel. Whether on mobile messaging, web chat, or social networks, the #1 service platform helps you provide a consistent experience while increasing CSAT.Automate customer FAQs, KB and case creation, case updates with Einstein Bots for SMS, WhatsApp, and Facebook Messenger. Deliver faster customer support with pro-active chat invitations.Easily solve routine requests, case creation, case updates or any custom object manipulation with an intelligent chatbot, or route to skilled agent for more complicated issues.

Monitor and respond faster to customer posts on social media channels like Twitter, Facebook, Instagram, YouTube, and others. Support customers on their favorite social network. Create and manage support cases by monitoring posts by customers on social channels. Listen and respond to customers across all social platforms by combining the power of Service Cloud with Salesforce Social Studio. Use keywords, classifiers, and language detection to ensure that agents always get actionable posts to work the right issues in the right way. Because social customer service is an integrated, seamless part of Salesforce Customer 360, your agents have a comprehensive picture of the customers before responding to customers.

Salesforce Einstein Bot is a natural language processing (NLP) and natural language understanding (NLU) chatbot developed with Salesforce Einstein artificial intelligence (AI) technology. Individual Salesforce customers personalize each Einstein Bot to fit their needs and powered by predefined business rules through a conversational user interface. Einstein Bot typically resides on a company's website or mobile app. The bots are set up with an intuitive, no-code development platform and can be integrated into chat buttons or channels. Then, when a customer initiates a customer service chat (CSC), they are connected to an Einstein Bot immediately. Einstein Bot can be used to greet customers, answer FAQs, reset account information and connect to Salesforce or external CRM systems. With Service Cloud’s live chat software, you can have representatives standing by to chat 24/7.Connect with customers instantly with a customer service chatbot.Start personalized live chats, in-app or online, with your customers based on how they are using your site. Deliver chat around the globe with multilingual support.

With Salesforce Messaging, deliver personalized support to customers via their favorite messaging apps using bots or agents. Meet the demands of today’s ultra-connected, mobile customers using salesforce messaging feature. Easily connect to agents to your customers at any time through chat using your customers' preferred messaging apps, like SMS, Facebook Messenger, and Apple Business Chat. Agents can communicate with customers while having instant access to the information they need to address customers — all within the Service Cloud Console.

Field service helps to Increase productivity, on and offline, using a flexible field service solution. This helps to equip your team with AI-powered scheduling, resource optimization, guided safety protocols, van inventory, knowledge articles — all on the Customer 360 Platform. Create and manage work orders for field service operations and instantly view Knowledge articles and track SLA compliance with Milestones. Deliver trusted field service from anywhere using field service. Field service helps to Optimize schedules and intelligently assign jobs.With Einstein Vision, mobile employees can use image recognition to immediately identify assets and parts in images. Manage jobs from any mobile device. The Salesforce Field Service mobile app brings the full power of on-site job management to your mobile workforce. Improve first-visit resolution by arming mobile employees with this best-in-class mobile solution that delivers job schedules, Einstein AI, visibility into van stock and inventory, knowledge articles, and real-time collaboration while they are on the go, regardless of cell phone connectivity.

Customer experience and customer satisfaction are two cornerstones to compete and survive in today’s market. Salesforce survey empowers the Salesforce users to create complex surveys using a simple editor within your Salesforce Org. This functionality can be leveraged by Sales or Service Cloud customers to receive survey responses. Salesforce Surveys are a powerful tool to collect feedback and data from your users or customers and supercharge your customer experience by using a simple editor. It provides you with a wide range of out-of-the-box features and functionalities to make excellent and easy-to-use forms for collecting feedback and data from your clients. The survey data that you collect from the users is stored in your Salesforce org. You can then use Salesforce to view survey data, create reports and dashboards, and gain data-driven insights across organizations. With Feedback Management capabilities, you can deliver relevant and personalized experiences to your customers. Feedback Management simplifies your feedback management process and maps the feedback to existing customer records at every stage of the customer lifecycle.