1. What is Service Cloud?
Service Cloud is the UI that manages the customer service and support system in the Salesforce system. It can be integrated with several platforms like email, phone, social media, Chat, etc.
2. Name a few extensive features of Service Cloud.
Chat Service: Live assistant service for online customers.
Customer Service: Single interface for customer service without leaving the website.
Knowledge Base: Quickly accessible knowledge base for agents to answer quickly.
Service Console: Enables expert management of service tasks.
3. What is the role of a Salesforce Service Cloud Consultant?
The Service Cloud consultant works to ensure efficient customer support management using Salesforce solutions. He also designs custom solutions deploying Salesforce Service Cloud for the business.
4. What are Salesforce Cases?
Cases form the backbone of the Service Cloud. They are records that maintain the log of customer concerns, its complete overview, and everything related to the customers. The Service Cloud consultant customizes the cases to the business needs to ensure that the customers receive the necessary support service.
5. What are the advantages of Service Cloud?
- Better customer support system
- All customer-related information can be stored in a single application.
- Support can be provided through varied channels.
- Increases sales opportunities.
6. Name the different Clouds in Salesforce.
- Sales Cloud
- Marketing Cloud
- Commerce Cloud
- Service Cloud
- Experience Cloud
- Analytics Cloud
Other Clouds:
- Non-profit cloud
- Finance Service Cloud
- Health Cloud
- Education Cloud
- Manufacturing Cloud
- Vaccine cloud
7. What are the features of the Salesforce Service Console?
Agents use the service console to get all the information related to a customer case on a single page. The console app makes it easier to resolve the cases by opening multiple cases and the related records on a single screen. The split screen allows the agent to manage numerous cases at a time.
8. What is Entitlement Management?
Entitlement Management is a feature that ensures the best customer support management process. It is like a process schedule with steps the support team must follow to resolve cases. The features are
- Entitlement processes define the process of the resolution of cases or work orders.
- The service agent can determine if the customer is entitled to receive support.
- There are different service contracts like warranties or other kinds of agreements. These can be restricted based on the product.
- Experience users can view and create support records from the entitlements.
- Entitlement management reports help the user check the service contracts’ status and the overall working of entitlements in the Salesforce org.
9. What are the two versions of Email-to-Case?
Email-to-case converts a customer’s email directly into a case. Case information is also directly taken from the email, reducing the manual input effort. The feature is used to handle support email addresses. There are two ways to implement this.
- Email-to-Case: An agent has to be installed on the network firewall of Salesforce org. It accepts emails of more than 25 MB and attachments above 10 MB. It also keeps the email traffic within the firewall.
- On-Demand Email-to-case: It is a simplified version of email-to-case and does not require an agent. But emails above 25MB or attachments above 10MB are not handled.
10. What is the Support Process?
The support process is a Salesforce feature that aids in organizing case creation and its pathway. The status operations on cases are performed using the support process. Values can be added or removed.
11. What is the role of Case Escalation Rules in Salesforce?
Case escalation rules are applied to step up the cases that meet the regulations set in the rule entry section. The rule entries hold the criteria based on which the issue is escalated and the action that must be taken to push the case forward. This is usually done in cases where no action has been taken within a specific time. A good example is an escalation rule which defines the case to be assigned to a Tier 2 team if the case is not being closed by the Tier 1 team within a specific time frame.
12. What is the difference between SFDC and Service Cloud?
The selection between Sales Cloud and Service Cloud primarily depends on the business requirement. While Sales Cloud is focused on enhancing and managing the sales process, generating leads, and tracking potential customers, Service Cloud is dedicated to providing superior customer service, ensuring efficient resolution of customer issues, and improving customer satisfaction.
13. Which is better, Sales Cloud or Service Cloud?
SFDC stands for Salesforce.com, a comprehensive customer relationship management (CRM) tool. It encompasses all applications, including Sales Cloud, Service Cloud, and others, each designed for specific business functions. Service Cloud, a part of SFDC, is a platform dedicated to customer service and support, focusing on after-sales services and helping businesses provide efficient issue resolution.
14. How can Service Cloud help my business increase customer loyalty, retention, and satisfaction?
Service Cloud fosters customer loyalty, retention, and satisfaction by providing exceptional customer service. It allows businesses to resolve issues faster, provide personalized support, and deliver service over various channels. The efficient service improves customer experience, enhancing their loyalty and satisfaction.
15. What mobile solutions does Service Cloud provide?
Service Cloud provides a mobile solution that allows support agents to manage cases remotely. Through the mobile app, agents can interact with customers, update case information, and access customer data from anywhere, ensuring uninterrupted customer service.
16. What reports and dashboards are available in Salesforce Service Cloud?
Service Cloud provides a suite of customizable reports and dashboards that provide insights into key service metrics. These include customer satisfaction scores, case resolution times, agent productivity, cost of support, and more, helping businesses make data-driven decisions and improve their service.
17. What are the different types of cases in Salesforce Service Cloud?
Cases in Service Cloud may vary based on business and can include product inquiries, technical support requests, billing issues, complaints, and feedback. Each type represents a different customer interaction or issue that needs resolution.
18. What are the different stages of a case in Salesforce Service Cloud?
Stages of a case in Service Cloud typically include “New,” “In Progress,” “Escalated,” “On Hold,” and “Closed.” Each stage represents a particular state in the case resolution process, showing how the case progresses over time.
19. How do you track the progress of a case in Salesforce Service Cloud?
The progress of a case in Service Cloud is tracked using various fields such as status, priority, and case owner, as well as through the use of activities and time-stamped case comments. These features help ensure visibility into the case resolution process.
20. How do you view the history of a case in Salesforce Service Cloud?
In Salesforce Service Cloud, you can view the history of a case by examining the Case History related list on a case record. This provides a detailed log of all changes made to the case, such as status updates, priority changes, and additions of case comments or activities.
