Welcome to our Salesforce Service Cloud demo.
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In this comprehensive Salesforce Service Cloud demo, we explore the essential features for ticket management, Omni-Channel routing, and the Salesforce Maps module. Whether you're looking to optimize your service desk operations or explore how to manage leads geographically, this video covers everything you need to know about enhancing customer service and support using Salesforce.
We’ll walk through how Service Cloud helps automate case management, route inquiries based on capacity and skills, and offer a full 360-degree view of the customer. Plus, see how Salesforce Maps integrates with Service Cloud to create efficient routes and manage field service resources. Perfect for companies looking to improve their customer service operations and increase productivity.
Timestamps:
0:01 – Introduction to Salesforce Service Console and today's agenda
0:19 – Overview of the Service Cloud platform and ticket management
1:05 – How to replace an existing service desk with Salesforce Service Cloud
1:26 – Key metrics for service agents: Resolution times, SLAs, and response times
2:51 – Case assignment and routing options through Omni-Channel
3:45 – Real-time case routing based on skills and availability
5:19 – Demonstrating email-to-case functionality
7:33 – How to escalate or split tickets between different agents or departments
9:35 – Communicating with internal teams through Salesforce Chatter
12:12 – Customer and internal visibility within Salesforce Service Cloud
13:09 – Using Salesforce Lightning Dialer and Digital Engagement for chat support
14:50 – Handling email delivery errors and bounce backs in Salesforce
18:18 – Executive dashboards for monitoring SLAs, service cost, and escalation rates
21:01 – Introduction to Salesforce Maps and how it integrates with Service Cloud
22:04 – Creating map layers, viewing leads, and optimizing field service routes
29:04 – Viewing existing accounts and leads in Salesforce Maps
33:51 – Final questions and wrap-up
Be sure to watch the full video to see how Salesforce Service Cloud can transform your customer support and service operations!