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Small (<50 employees), Medium (50 to 1000 Enterprise (>1001 employees)
Salesforce Service Cloud
What is best?
• Case management • Customer Self-service • Social customer service • Live chat app • App Integration • Field customer service • Omni-channel routing
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Service Cloud Einstein is customer service software that delivers more intelligent, personalized customer support and Helpdesk.
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Salesforce Service Cloud Einstein helps close customer cases faster, provide smarter service, personalize customer care, and deliver support anywhere. Agents are able to manage cases, track customer history, view dashboards, all in one single platform. Service Cloud Einstein Lightning console features a Lightning console that contains all the information your agents need to offer quality service.
It features a live chat tool, Live Agent, which allows real-time personal interactions between customers and service agents. Service Cloud Einstein also features a customer self-service portal where customers can look-up information and frequently asked questions to get answers they need quickly, anytime and anywhere.
The portal contains communities that help drive discussion forums where customers can collaborate with peers, access knowledge articles, and, if necessary, even create a case that support agents can respond to right from the Service Cloud Lightning Console. Service Cloud Einstein lets your agents deliver customer support or service on customer’s channel of choice, anywhere from social media hubs to text messages and more.
Service Cloud Einstein Field service lightning lets you connect your entire mobile workforce and deliver customer services in on-site interactions. It helps you create work orders, dispatch the right field technician for the job, and monitor performance on the field. Service Cloud Einstein features Omni-channel routing letting you route a task to the most skillful and available agent to solve the problem.
Service Cloud Einstein Analytics integrates with Salesforce data from sales and marketing to drive agent efficiency and customer success. helping you to deliver quality service in the shortest time possible. Service Cloud Einstein social customer service gives your customer-service team tools to create and manage cases via social media channels. Service Cloud Einstein allows you to download some of its most popular features (snap-ins) into your website or apps. Snap-ins lets you integrate customer support features like Knowledge, case management, Live Agent, and SOS video chat seamlessly.
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