Salesforce Service Cloud services

We offer a range of services to help you optimize your case management processes, including:

• Implementing and configuring Salesforce service cloud’s case management feature to ensure that all cases are logged, tracked, and resolved efficiently. We will work with you to customize the case management process to your specific needs.
• Setting up automated case escalation and assignment rules based on priority, type, or other criteria. This ensures that cases are assigned to the right agent at the right time and are resolved quickly.
• Creating custom reports and dashboards to track case volume, response times, resolution times, and customer satisfaction levels. This provides valuable insights into case management performance and helps to identify areas for improvement.
• Creating a knowledge base of articles and resources that agents can use to resolve cases quickly and effectively. This helps to improve first-contact resolution rates and reduces the need for escalation.
• Integrating Salesforce service cloud’s case management system with other systems, such as telephony systems, chat systems, or social media platforms. This provides a complete view of customer interactions and enables agents to resolve cases more efficiently.

Our team can assist you in setting up service contracts and entitlements to ensure proper support management. We can help you with:

• Creating and managing service contracts with your customers. Our experts can assist you in defining contract terms, setting up entitlements, and associating contracts with accounts and contacts.
• Defining, enforcing, and tracking service levels as part of your support management process. We can set up entitlement processes, create entitlement templates, and configure entitlements for your customers.
• Creating and managing service level agreements (SLAs) to ensure that your team meets customer expectations. Our experts can configure escalation rules and automate notifications to help you meet SLA targets.
• Managing contract renewals and notifying your customers of upcoming renewals. We can also help you track contract renewal dates and ensure that your team is prepared for renewals in advance

Our team of experts can help you set up and configure the field lightning Service Cloud console, ensuring a seamless implementation and a more effective and streamlined customer service process. We can help you with:

• Customizing your console layout to ensure it meets your specific business requirements. We will configure the console components to display the most relevant customer data and streamline your agents’ workflow.
• Integrating the field lightning Service Cloud console with your other business systems to provide a unified view of customer information. This integration will enable your agents to access customer information from various sources, including phone, email, social media, and chat.
• Automating routine tasks such as case assignments, email notifications, and field updates, allowing your agents to focus on more complex tasks.
• Monitoring and optimizing your field lightning Service Cloud console to ensure it meets your evolving business needs. We will work with you to identify areas for improvement and implement changes to optimize your customer service operations.

Our team of experts ensure that your business is equipped with the right tools and features to provide a seamless customer support experience through our Omni-channel setup and routing services. We can help you with:

• Configuring various communication channels like email, phone, chat, social media, and more to provide a seamless customer experience.
• Creating and managing queues based on the type of customer query, priority, or any other custom criteria.
• Configuring intelligent routing rules that ensure that each customer is connected with the right agent at the right time. We set up routing based on agent availability, skill set, language preference, and more.
• Setting up SLAs to ensure that your customer queries are handled within a defined timeline. This includes setting up escalation rules, notifications, and alerts for SLA breaches.
• Tracking and monitoring your agents’ performance in real-time, and providing detailed reports and analytics to help you make data-driven decisions to improve customer satisfaction.

Our team of experts can help you effectively manage your assets and work orders in Salesforce Service Cloud. We can help you with:

• Setting up asset management in Salesforce Service Cloud by defining asset models, asset records, and asset relationships. We will also configure asset tracking, depreciation, and warranty management.
• Setting up work order management in Salesforce Service Cloud, including work order creation, scheduling, dispatching, and completion. We will also configure work order templates, automatic work order creation, and status tracking.
• Creating custom reports and dashboards to track and analyze asset and work order data in Salesforce Service Cloud. These reports will provide valuable insights into asset performance, maintenance costs, and work order completion rates.
• Integrating your existing asset and work order management systems with Salesforce Service Cloud, ensuring seamless data flow between systems and eliminating duplicate data entry.

Our team of experts can help you to solve your issues on your own without requiring assistance from support agents. We can help you with:

• Setting up and managing a knowledge base that contains articles, FAQs, and other resources to help customers solve their issues.
• Creating online communities where customers can collaborate with each other, share information, and solve problems.
• Developing chatbots that use natural language processing (NLP) to understand customers’ queries and provide accurate solutions.
• Setting up AI-powered search that can quickly retrieve relevant information from the knowledge base and community forums.
• Implementing case deflection strategies that automatically suggest relevant articles and community discussions to customers while they create a new case.