Hey Guys, we are here again with another video
by Intellipaat.
In this video tutorial series on Salesforce, we will look at one of the components of salesforce
called Salesforce Service Cloud.
We have already talked in detail about salesforce and lightning experience in previous videos,
links of which have been given in the description below.
Now, let's get started
Let us explore our agenda first
1. First of all, we shall try and understand the need of Salesforce Service Cloud?
2. What is Service Cloud?
3. It's Features
4. Service Cloud Demo
5. Salesforce Service Cloud use case
6. And finally, Salesforce Service Cloud Job trends.
So here we go
Let's first understand the importance and
need of Salesforce service cloud.
In the past, getting supports for any service
was painful, time consuming and inconvenient.
Approximately 81% of customers would prefer self-service rather than dealing with a service
agent.
That's very sad!
And even it was difficult for an agent to
know the customers requirement and fulfill their need and manage relationships with them
as there was no centralize service solution in place.
Suppose a customer whose name is Kate, is
shopping in a web-based store.
She browsed for a while and she chooses a dress.
Kate can't decide upon the size, so she used live chat to ask for help.
The help comes in a minute a sales assistant consults Kate on the size chart and guides
her.
Kate is Pleasantly surprised with a prompt and professional customer service,
Kate completes the purchase and leaves.
Two weeks later, Kate gets an email from the store giving her an
early access to a new collection.
Flattered, she can't resist the temptation to choose a new outfit for
her friend's birthday in five days.
But she worries if she gets the order in time.
A sales assistant from the live chat informs her about a fast delivery option
and asks if the dress she bought last time fits well.
Kate is impressed by such a caring attitude.
She places the order and decides to return to the store again.
Today's customers need this kind of a service.
They want:
Personalized service with recommendations just for them.
Mobile service, just like in all the apps they use daily.
Predictive service, so problems are solved before they're even known.
Instant service.
Nobody's willing to wait or hold anymore.
So, what allowed the store to manage their customer relationship so efficiently?
There is a hint to the answer in the question itself.
When we have an integrated CRM (Customer Relationship
Management) system in the business, Agents get a 360-degree picture of each customer.
When all pieces of customer information including personal details (like name, age, email and
phone), purchasing history, interactions with customer support and reaction to promotions
get centralized, Agents can use this comprehensive customer profile to personalize sales.
We all know, today's customers are moving
to the cloud to search engine like google, to social media
communities like twitter, Facebook and to the self-service Communities where
customers can find experts and get their query resolved faster.
All these things have become commonplace for customer service.
Now, the customer experience is more important than price.
And , this amazing customer service can be achieved using Salesforce service cloud on
tehchannel customer chooses.
Let's now look at What is Salesforce Service
cloud?
Salesforce "Service Cloud is
the world's best customer service solution.
It is built on SaaS model and it provides more effective and productive
customer service on cloud. With service cloud, companies can scale their
operations quickly and easily to meet their current as well as future service requirements.
The Salesforce service cloud enhances an organization's
customer service with in-app support, live agent support,
knowledge centers, self-service communities and
social media.
The Key Benefits of Service Cloud are:
Improved customer satisfaction Better Agent Productivity
Decreased maintenance Budget Integration to Platform Ecosystem
Now, we will look at the features that make
Service Cloud a complete package for Customer Service Solution:
Number one is the Lightning
console, it unifies the agent experiences and provides all the information from customer
profiles, case histories, to dashboards.
Live Agent allows a customer to connect to a Service agent via the web
in real time while providing multilingual support.
This allows a real time 1:1 chat instantly from any device.
Chats can be quickly routed to subject matter experts.
next one is Mobile, the Service cloud cases can be managed from anywhere.
It allows Field-Service agents to solve the case on the go and managers and executives
can monitor real-time metrics with the Service Cloud mobile app.
then, The communities give the customer a place to find the answers required
more quickly from anywhere at any time.
This provides the agents and the customers, tools for greater engagement and faster problem
solving.
With knowledge base embedded into the agent console, agents can easily
find access and deliver the right answers to the customers.
It also allows the agent to share the knowledge to any other channel or device and also helps
the agent to contribute themselves to the knowledge base.
Service wave analytics is the first app to bring the power of wave analytics
to service cloud.
It allows every service manager to quickly check on case management, agent efficiency
and channel optimization from anywhere.
SOS helps to go beyond traditional support channels with live agent video support,
screen sharing, two-way audio and on-screen annotation in any mobile app to provide engaging
service experience to the customers.
Social Customer Service helps to deliver social customer service that scales.
This equips the customer service team with tools to create and handle cases on social
media channels like Facebook, Twitter, etc.
Omni Channel enables automatic routing of work items (cases, leads or other
works) to the most appropriate and available agent.
This lets Administrators configure service cloud to distribute work load based on employee
skill set, availability and their capacity to handle incoming work.
This also ensures that high priority work always receive immediate action.
Before we go through the service cloud console,
let us understand What is a Case?
A case is a description of a customer's feedback, problem or questions.
Cases come into salesforce in three different ways.
using the phone, using the email and from the web.
Now, let us see all the basic features of
service cloud and the UI of service cloud.
Here it is, so lets first go with sales console.let
me go to sales.
This is how it looks like.
And here are the details and if I am going to salesforce classic, the view changes.
Ho here contacts, accounts , opportunities, all the details I am getting page wise.
But being an agent, a service agent, it is not quite easy for me to use this console.
Because, every time, wherever anything comes, I have to create a case and jumps to that
case to see the person details and then the contact details etc. so it takes a lot of
time.
SO instead of doing that salesforce provide me service cloud console.
SO let me show you that.
Going with the service cloud console, now see the UI has completely got changed.
And if I am going to ac 1, this is my account and here I have a contact veena rp so I am
going to this account , contact details and let me go to case , so this person registered
a case , so let me see the case.
Now you can see how easy it is, AT the top I am getting everything, this is my account
page, this is my contact page , this is my case page , and I can easily switch amongst
them.
So here I can post the discussion I had with the customer, I can log the call.
I can also change the status, so current status is new, I can change it to working, so
that every one working in the organization could know that I have started working on
this case.
If my manager wants to follow the case, then towards the right side, you will be getting
follow option.
So as soon as any change occurs in the case, my manager or anyone following the case would
get notified of the same.
Then at the left hand side, I shall be getting call log, case notes , so here can write down
the case and then change status that we have already talked about.
SO this is when you have got a salesforce classic view.
And we saw this special service cloud console.
Now if I am going to lightning experience , so let me log out of it, and lets go to
classic first, how a typical console looks like.
And now if I switch to a new experience, salesforce is providing us.
So here I am going to service console. now this is similar but more
advanced and easily approachable.
And manageable case views, you ll be getting on screen if you go ahead with lightning experience.
SO see my scene is divided into multiple parts.
And left-hand side I m getting the case details, contact details, and case from the parent
contacts.
Here the post polling you can do from here, and then these are the details of the case
, Owner, case num, contact details and status just like I changed from new to working.
And related information you can store, just like if you have sent some attachment to the
customer or a customer has sent you some kind of attachment etc.
So this was the major difference in salesforce classic service cloud and lightning service
cloud.
I hope you have got a fair idea about it now.
Now lets see one of the use cases:
Salesforce Service Cloud: US Bank Use Case Many global organizations leverage Salesforce
Service Cloud for a better customer relationship management solution.
Here, we will talk about how US Bank used Service Cloud to analyze consumer behavior
and build data driven business strategies.
This use case will give you an idea on how Service Cloud can be used extensively across
any domain.
At US Bank customer relationship management (CRM) is served for wealth, mortgage and small
business banking around Salesforce, ramping up the user base from 2,000 to 15,000 staff
members.
Earlier, US Bank was facing several issues
while managing their customers.
Some of them are listed below:
Customer records were manually kept or digitally housed within one business
unit.
Customer trust was only being built within individual business units, despite
the fact that a customer might do business with multiple divisions such as banking, mortgage,
investment, or payments.
Their old system relied on separate databases that required individual updates
and hardware that required constant upgrades.
With the Salesforce Service Cloud, they could effectively understand customer
needs and cater to them in a holistic manner
Able to build a real-time 360-degree view of its clients to deliver smarter, more predictive
service.
Now, managers at U.S. Bank can get real-time insights that will lead to more personalized
customer journeys.
With predictive insight and recommended next best actions powered by Einstein,
U.S Bank sales reps are more productive and are able to deliver more impactful friction less
customer experiences.
Now, we will look at Salesforce service cloud
job trends.
Salesforce being the number one CRM company
in the world, professionals who work on it are in high demand.
Salesforce has been growing at a rapid pace over the last decade.
Over the next five years, the field is expected to grow by 25% or more.
According to Glassdoor, Salesforce is one
of the top 10 skills in the market and over 4,000 jobs are available for Salesforce professionals.
According to Salesforce.com, Being a Salesforce developer can get you up to $125k per year.
If you are a person looking for a technical role, then you would be interested in jobs
like administrator, engineer, developer, analyst, cloud professional, technical support and
many more.
And with this, we come to an end of this video.
Here we learned about Why do we need service cloud and why customer experience
is more important than price.
Then we looked at what exactly is salesforce service cloud.
And then the features that make Service Cloud a complete package for
Customer Service Solution.
We also saw some of the basic features of salesforce service cloud.
Then we looked at how salesforce service cloud enabled US Bank to analyze consumer
behavior and build data driven business strategies..
Then finally we discussed about the career growth in salesforce.
So, if you are Willing to accelerate your career in Salesforce, Join Salesforce online
training at Intellipaat.
We provide the best online classes to help you learn:
Salesforce Training Admin, App Builder, Advance Developer.
Self-pace Training Videos, Hands-on Lab and Project Work
and also Salesforce Certification.
For any enquiries contact Intellipaat anytime. In the subsequent videos, we shall be going
through some other component of salesforce.