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6 Salesforce Service Cloud Features to Deliver Exceptional Customer Service

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Make Every Interaction Count!

Jenny was excited to try out her new fitness tracker. She researched, read reviews, and finally settled on the perfect one. But when it arrived, she realized that it was defective. She tried troubleshooting it herself, but nothing worked. So, she called customer support. 

The first representative she spoke with was friendly enough but had trouble understanding her issue. After several minutes of back-and-forth, Jenny was transferred to a different representative. She had to repeat her name, issue, and all the troubleshooting she had already done. Finally, the representative told her they couldn’t help her and that she needed to contact the manufacturer directly. 

Jenny was frustrated and disappointed. She had spent a lot of money on the fitness tracker, and now she had to deal with even more hassle to get a replacement. She wished the customer support representative had been more knowledgeable and had the tools to help her immediately. 

If that representative had been using Salesforce Service Cloud, they would have had all of Jenny’s information at their fingertips. They would have been able to see that she had just purchased the fitness tracker, that it was defective, and that she needed a replacement. They could have started the replacement process without transferring or making her repeat herself. With Salesforce Service Cloud, customer service is easy, efficient, and painless. 

As a Salesforce Leader, I’ve discovered seven key Salesforce Service Cloud features that truly appeal to our clients. I’m not going to speed through it. I’ll go through each feature in depth.  

1. Field Service Lightning in Salesforce

Salesforce Field Service Lightning is a Management software for enhanced customer field services, providing 360-degree analysis, real-time data transport to the service team working on-field, and a learning map for service success. 

Components Of Salesforce Field Service Lightning: 

Implementation of the field service, managed package, and mobile apps can assist in the following: 


FSL also comes with many add-ons that help tie everything together. Therefore, some of the most commonly used modules in the FSL application are Service Territories, timesheets, and other modules. All of these elements work together to ensure better customer interactions. 

Features Of Salesforce Field Service Lightning: 

Now that we’ve understood the structure of FSL let’s move on to the features. So, the features of FSL in Salesforce are as follows: 

  • The Service Team will receive the accurate time schedule as per the availability of the customer. So, they can manage their travel time and work schedule accordingly. 
  • The software recognizes the ability of an individual technician and assigns the task appropriately. The aim remains to enhance customer satisfaction. 
  • The electronic signature facility is provided by FSL while accepting the work request as well as acknowledging the service. 
  • Up to 3000 technicians can be registered in the FSL, which will increase with time. 
  • Supervisors can effortlessly manage the service provided by the technicians through a map view or Gantt graph. 
  • Administrators can configure and manage the work structure, service guidelines, and basic requirements through the software. 

Use Cases of Salesforce Field Service Lightning: 


2. Salesforce Social Customer Service

Salesforce Social Customer Service Digital Engagements improve customer experience across platforms. With it, reps, salespeople, and marketers can engage customers on social media platforms like Twitter, Facebook, YouTube, and Instagram. 

Salesforce Social Customer Service can: 

  • Turn social network posts into cases or leads and let agents join customer conversations where they are happening. 
  • Allow for “inbound and outbound social posts to appear in case histories, making it easy to follow conversations on various social platforms from any device. 
  • Track customer sentiments and keywords” and “help agents offer to take public conversations private. 
  • Send service requests directly to the Service Console, where agents can switch the conversations to the best channels for customers at any time. 
  • Bring sales, service, and marketing teams together on social platforms” to “collaborate on the customer experience. 

Salesforce Social Customer Service is integrated into the Service Console, providing agents with 360-degree customer views. It acts as a virtual help desk, allowing teams to collaborate on cases across multiple channels such as social media, email, web chat, and SMS. Cases from social media posts appear in the feed, and customer interactions happen in the social publisher of Social Customer Service. 

Img33. Visual Remote Assistance

Visual Remote Assistant is a Service Cloud feature that enables remote service requests via video chat, working even with low bandwidth and without the need for an additional app. It’s seamlessly integrated into Service Cloud and powered by Salesforce’s AI Einstein, compatible with the omnichannel capability, and can be used on the usual dashboard of the customer service team. Examples of how it works include troubleshooting equipment, remote product demonstrations, and visual instructions for installations or repairs.  

  1. The Visual Remote Assistant is used to guide a customer to fix a washing machine leaking water due to a loose connection. The built-in AI makes suggestions to the service representative on how to proceed, while instructions and hints are also displayed on the customer’s screen. 
  2. In the case of a water heater making strange noises, an expert is called in to assist the on-site technician using the Visual Remote Assistant. 
  3. A technician uses the Visual Remote Assistant to identify which parts of a malfunctioning heater need to be replaced, then leaves the new parts at the customer’s door and guides them through the repair process via video call. 


The VRA offers several advantages that make it a valuable tool for businesses, including: 

Img44. Service Cloud Voice:

Service Cloud Voice will bring together telephony, digital channels and CRM data in one unified console so agents can deliver an efficient and proactive service. They also offer many benefits and features.

Service Cloud Voice provides simple call control, allowing agents to handle calls efficiently from a single cloud-based console. It also offers real-time visibility across channels, enabling supervisors to monitor agents’ activities and view incoming and current calls. 

Feature Differentiators: 

  • Native call control and omnichannel presence syncing 
  • AWS Connect call flows and Voice Bot (Lex), Lambda pre-integration 
  • Real-time call transcription (Amazon Transcribe) and Lightening API 
  • Call Playback (S3 Storage) 
  • Guided voice setup experience 
  • Omnichannel visibility 
  • Call analytics with CRM integration 
  • Real-time call assist and post-call training 

 5. Knowledge Articles

Salesforce Knowledge is a great tool if you use Salesforce Service Cloud as your primary support operations tool. One of the great features of Salesforce Knowledge is that users can easily find help articles. It offers multilingual support, URL rewriting for better search management, and UI/UX Skinning for a clean and brand-compliant look. 

To keep your documentation in shape, you can do many maintenance activities within Salesforce Knowledge. 

Here are the top 10 maintenance activities: 

Maintenance Activity  Description 
Define Article Types  Categorize your articles into different types such as “Product Introduction Articles” or “Quick Tips Articles”. 
Define Target Audience  Further, categorize your articles based on the target audience’s job profiles or experience level. 
Draft, Publish, Archive  Save your article as a draft before publishing it. Choose where to publish it – on an internal app, with partners, with customers, or on the public Knowledgebase. Archive a published article if necessary. 
Edit and Update  Make changes to a published article using advanced editing options. Choose to take the published version offline, save it as a draft, edit it and publish it or keep it online while you edit the draft version and replace the online version when you publish the edited draft. 
Like, Post, Share  Enable feed tracking for an article type. Like, post or share the detail page of the article. 
Manage Permissions  Manage permission levels for different users by enabling Article Actions. Create public groups, add required persons to those groups, and assign these groups to Article Actions to restrict their permissions. 
Integrate Search  Add search filters such as language, employee, and company filters. Tag articles using “tagging” in a custom search to make it easier for users to find them. 
Link Articles to Cases  Use the Knowledge One widget to search, create and send articles from a case. Attach a published article to a case in one click, share an article as a URL or email it as a PDF file. 
Enable Feedback on Articles  Allow users to rate and vote on articles using either thumbs up/down or stars (1-5). Articles move up and down based on the number of votes they receive. 
Enable Multilingual Functionality  Translate articles into multiple languages, and enable the Knowledgebase to show them to users in their preferred language based on their geo-location. 

While you can manage most of these activities yourself, consulting an expert for any advanced or org-wide changes is best. With these maintenance activities, you can keep your documentation up-to-date and relevant for your target audience.

6. Service Cloud Automation with Macros

Salesforce Macros are a useful tool in Service Cloud that allows for the automation of repetitive actions on records of Account, Contact, Case and Lead (for Feed based page layouts only). With Macros, users can easily perform a sequence of actions in a specific order, such as creating a Task after sending an email, and updating fields. By using Macros, agents can save time and improve their productivity, as they can perform multiple actions with a single click. This leads to increased efficiency within the organization. 

Benefits of Using Macros:  

  • Boosts productivity with an easy user interface and effortless task execution capabilities. 
  • Saves time by automating repetitive tasks like updating statuses and sending bulk emails. 
  • Applicable to both custom and standard field objects, offering a wide range of usage possibilities. 
  • Helps teams stay focused and sharp during office hours, reducing boredom and repetition. 
  • Reduces the possibility of human error by minimizing user interference in task completion. 

Reach out to the expert Salesforce consultants to take advantage of their extensive knowledge and experience with Salesforce Service Cloud. Our team can guide you through identifying your unique requirements, developing a customized roadmap, and seamlessly implementing Service Cloud. Contact us today to discover how Service Cloud can elevate your service capabilities to new heights. 

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Jude Ruphus

As a thought leader in MarTech, Jude guides customers in ecommerce, manufacturing, and retail domains through key practices such as CRM, marketing automation, and analytics. As a MarTech Solution Consultant and Customer Experience (CX) Strategist, Jude brings a wealth of hands-on experience to the table, including expertise in platforms such as Salesforce Marketing Cloud, Klaviyo, and Acquia Campaign Studio. With over 10 years of marketing technology operations experience, Jude has a proven track record of success working across various campaign channels, including email, mobile, social, SEM, and digital marketing.

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