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These are the Features That Make Salesforce Service Cloud a Game Changer

These are the Features That Make Salesforce Service Cloud a Game Changer

Salesforce has moved mountains in terms of advancing the customer service experience. They offer a wide variety of services that can help businesses increase productivity and provide the best service for their customers.

Of course, it’s impossible to cover all the wonderful services that are available in Salesforce in one post, so for now we’ll highlight the benefits of Salesforce Service Cloud as a help desk tool.

Service Cloud Allows You to Be Flexible

Salesforce Service Cloud is an omni channel tool, meaning that it provides your customers with a wide variety of methods for interacting with your service representatives. For example, if you have a smaller team and/or need to prioritize cases, you may be interested in setting up a web form that will create cases in Salesforce. Alternatively, Service Cloud allows for case creation through email.

If you have the bandwidth, you can engage customers using more real-time methods. These features will also automatically create cases in Salesforce when a representative has an interaction with a customer. This can happen through a chat box on your website, through a phone number that is generated through Service Cloud Voice or Open CTI, video chat, or via social networks such as YouTube, Facebook, Instagram, and Twitter.

We mentioned benefits for companies with low bandwidth, and Service Cloud’s case management feature is another awesome tool that can help alleviate some of these issues. Service Cloud is able to assign cases to the right people depending on their availability, which is also a massive benefit for very large teams. The collaboration features allow companies to assign teams to certain cases, create case feeds, put together email templates for responses, and much more.

Automate Menial Work to Increase Productivity

Many of us have gotten our start in the industry by handling user queries. While it can be a rewarding job, traditionally, the work can get repetitive and tedious. Luckily, Service Cloud can handle much of this for you. Let’s say you get a particular question very frequently. Service Cloud can be configured to recognize these kinds of questions and then automatically send a predefined response. Many automation features are available. Users can set up keyboard shortcuts to access certain things quickly, or they can create macros, flows, and mass quick actions to handle common, repetitive tasks quickly.

There’s also the most classic form of automation: having the customer figure it out on their own! Through Service Cloud, you can create a public-facing knowledge base where customers can read about their issue and how to solve it. The help articles that you create will then be automatically recommended to your service agents when they are assisting a customer with this particular issue.

In addition to recommending help desk articles, Service Cloud can predict the estimated time to close the request, the customer’s life-cycle value, and retention probability for the customer. These insights help agents to decide the best next steps for handling any particular query.

Identifying Areas in Need of Improvement

We’ve identified many ways that Service Cloud can have a positive impact on your customer interactions. However, there will always be ways that you can get better. No company is perfect, after all. Reports and Dashboards in Salesforce, as well as Tableau CRM, are a great way to measure the effectiveness of your support teams. These reports can be as granular as you need them to be. For example, you are able to see case volume over time and the number of cases that pertain to specific products.

This data is essential for improving the customer experience. Another great way to drill down problem areas is to simply source this data from your customers. Who better to ask than the people submitting the queries in the first place? Service Cloud allows you to create surveys that will be provided to customers when their case is resolved.


With all these fantastic features in mind, it’s easy to see how Service Cloud is best-in-class when it comes to customer service. It provides the flexibility to use the medium of your choosing to engage customers and automates much of the work involved. And with its superior reporting capabilities, it prevents businesses from being complacent and keeps them on the path of continuous improvement.

Learn how Atrium can help you get the most value out of Salesforce Service Cloud.