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Service Cloud is a highly scalable platform that fits your current needs and grows as your customer base expands. The highly integrated platform enables customer service teams to run as efficiently as possible.
Service Cloud offers out-of-the-box usability which helps your team work more effectively. All the right functionalities keep your organization’s customer service process run smoothly. Service Cloud helps customer service teams in closing cases faster by leveraging AI & automation, offering intelligent self-service and personalized customer care and also predict needs to keep the conversation flowing. Service Cloud features allow customer service teams to support their customers in real-time using live chat tools while the customers are inside their app or on the website. TechIn experts always stay aligned with the latest trends and technologies in customer service.
Case Management
Cases allow customers to raise queries, complaints and problems to a businesses support team. They can be raised through a multitude of channels; phone, email, web forms, self-service communities, live chat and many social channels.
Cases can be raised, prioritized, escalated, assigned, categorized and collaborated on via Chatter feeds. Processes can be built to keep the customer informed at every point of the case journey.
Skills
Skills can be created and assigned to supports staff using Salesforce. These skills help case to be routed to supports staff with experience in that area.
Approval Processes
By designing approval processes, cases can be signed off to ensure the right solution is in place before closure.
Entitlements & Milestones
Used to implement a Service process and meet SLAs for customers Fields on the Case must be set to certain values for a milestone to be met. Milestones are the steps that the service agents must complete in order to resolve a Case. Entitlements Model support agents verify that Contacts / Accounts are eligible for support before they create Cases. With Entitlements & Service Contracts support agents verify that Contacts / Accounts are eligible for support before they create Case based on Service Contracts.
Innovative
Working across industries, technologies and geographies, we design and scale innovative Salesforce solutions helping to accelerate your journey to new value and growth.
Experienced
25 team members with 50+ certifications.
Proven
In-depth knowledge and experience in CRM, Cloud computing, and Salesforce solutions.
Thorough
Documented process methodology for flawless communication and customer’s long-term success.
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