Optimise Salesforce Service Cloud®

Optimise Salesforce Sales Cloud®

Helping you make the most of Salesforce Service Cloud

Whether you're new to Service Cloud or you've been using it for a while, you'll want to make sure you're getting value from your investment.

Salesforce Service Cloud is a core product for Salesforce and new functionality is being developed all the time. With three releases every year, it can be a challenge to keep up with some of the advances in functionality.

We help new and existing clients ensure that they're using the features that will add most value for them; delivering on the changes that will 'shift the needle' when it comes to improving your customer experience.

Helping you make the most of Salesforce Service Cloud

Whether you're new to Service Cloud or you've been using it for a while, you'll want to make sure you're getting value from your investment.

Salesforce Service Cloud is a core product for Salesforce and new functionality is being developed all the time. With three releases every year, it can be a challenge to keep up with some of the advances in functionality.

We help new and existing clients ensure that they're using the features that will add most value for them; delivering on the changes that will 'shift the needle' when it comes to improving your customer experience.

Automate, automate, automate!

Your teams are highly skilled and are a valuable resource when it comes to keeping your customers happy. Help them minimise time spent in ‘wrap’ and doing admin by revisiting some of the manual processes and automating them.

Make use of Guided Actions to help your agents troubleshoot using a defined path (or ‘Flow’). Set up Quick Text, Macros and use Process Builder to escalate, update and create records.

Less time doing repetitive tasks manually means more time spent helping customers and teams that feel like they’re achieving instead of fire-fighting.

Automate, automate, automate!

Your teams are highly skilled and are a valuable resource when it comes to keeping your customers happy. Help them minimise time spent in ‘wrap’ and doing admin by revisiting some of the manual processes and automating them.

Make use of Guided Actions to help your agents troubleshoot using a defined path (or ‘Flow’). Set up Quick Text, Macros and use Process Builder to escalate, update and create records.

Less time doing repetitive tasks manually means more time spent helping customers and teams that feel like they’re achieving instead of fire-fighting.

Allocate workloads fairly and based on skills

Most teams have their star players who just seem to burn through queues, but if they’re compensating for less effective colleagues it almost always leads to disaffection.

Salesforce Omni Channel can push work to team members in an available status, instead of asking them to pull it from a queue. You can assign a capacity level to team members and grade work items by their complexity (or skills required) and push work to the least busy appropriate members of the team.

Make work allocation fairer and have live visibility of all activities through the Omni Channel Supervisor view.

Allocate workloads fairly and based on skills

Most teams have their star players who just seem to burn through queues, but if they’re compensating for less effective colleagues it almost always leads to disaffection.

Salesforce Omni Channel can push work to team members in an available status, instead of asking them to pull it from a queue. You can assign a capacity level to team members and grade work items by their complexity (or skills required) and push work to the least busy appropriate members of the team.

Make work allocation fairer and have live visibility of all activities through the Omni Channel Supervisor view.

Use the Knowledge

Sometimes the ‘star players’ are stars because they have the knowledge and experience to solve cases quickly. Newer team members can take time to get up to speed.

Service Cloud helps users share experience across the team with the help of easily accessible reference articles using Salesforce Knowledge. Senior team members can draft Knowledge articles, which can then be used by less experienced colleagues to resolve cases.

Articles can be rated and version controlled - building a feedback loop to create a single, accessible resource that gets your team the right answers.

Use the Knowledge

Sometimes the ‘star players’ are stars because they have the knowledge and experience to solve cases quickly. Newer team members can take time to get up to speed.

Service Cloud helps users share experience across the team with the help of easily accessible reference articles using Salesforce Knowledge. Senior team members can draft Knowledge articles, which can then be used by less experienced colleagues to resolve cases.

Articles can be rated and version controlled - building a feedback loop to create a single, accessible resource that gets your team the right answers.

Talk to Customers on the channel of their choice

Customers expect to be able to contact organisations easily and without delay. No one wants to sit in a queue listening to hold music.

Salesforce allows businesses to open multiple channels for customers: Self-service, via Customer Community Knowledge bases; mobile messaging on any platform; on line chat or by ‘@mentioning’ on social media channels.

Salesforce brings all these methods together and allows businesses to respond quickly to customers using their preferred method. Digital channels also help improve efficiency and call deflection, allowing your team to resolve cases faster!

Talk to Customers on the channel of their choice

Customers expect to be able to contact organisations easily and without delay. No one wants to sit in a queue listening to hold music.

Salesforce allows businesses to open multiple channels for customers: Self-service, via Customer Community Knowledge bases; mobile messaging on any platform; on line chat or by ‘@mentioning’ on social media channels.

Salesforce brings all these methods together and allows businesses to respond quickly to customers using their preferred method. Digital channels also help improve efficiency and call deflection, allowing your team to resolve cases faster!

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