Salesforce Service Cloud Features

Ticket and Case Management
Ticket Creation User Experience

User Experience of creating and submitting a ticket

 

N/A
Ticket Response User Experience

User Experience of responding and receiving a response

 

N/A
Workflow

Route tickets based on values of fields, changes to ticket status and time based conditions

 

N/A
Response Automation

Respond to common requests with standard reply

 

N/A
SLA Management

Service Level Agreement Management

 

N/A
Attachments/Screencasts

Documents and files can be attached to the ticket to communicate with customer issues/resolutions

 

N/A
Ticket Collaboration

Share and collaborate on tickets with multiple customer service representatives

 

N/A
Knowledge Share
Knowledge Base

Provides a repository of information that can be used by those seeking support.

 

N/A
Searchable Articles

Makes articles in the knowledge base searchable on the web.

 

N/A
Community Forums

Enables users to engage with other users to solve common issues.

 

N/A
Interactive FAQs & Forums

Allows site administrators to participate in forums and update FAQs accordingly.

 

N/A
Interaction
Web Portals

Takes users to a customer-based site location, customized to match the site. Can either be public or require login.

 

N/A
Forum To Reponse

Creates tickets from forum questions that were not resolved within the community.

 

N/A
Tickets and Tagging

Troubleshoots problems with clients who have created a ticket in an attempt to provide a likely solution before taking the problem to support personnel.

 

N/A
Live Chat

Embeds live chat capabilities within self-service tools.

 

N/A
Internal Use
Customization

Archives conversations in a separate location for later reference.

 

N/A
Conversation Archiving

Enables employees to denote potential customers.

 

N/A
Lead Development

Establishes a knowledge base for employee reference during conversations.

 

N/A
Knowledge Base

Provides a central location for help requests, helping employees respond sooner.

 

N/A
Team Inbox

Allows for the creation of profiles for contacts and customers.

 

N/A
Customer Profiles

 

N/A
Channels
Email

Connects employees with customers through an email solution.

 

N/A
Social

Connects employees with customers through a social media solution.

 

N/A
Live Chat

Connects employees with customers through a live chat solution.

 

N/A
Phone

Connects employees with customers through a calling solution.

 

N/A
Text

Connects employees with customers through a text message solution.

 

N/A
Insight
Surveys

Provides opportunity for customers to give feedback through a survey.

 

N/A
Reporting

Enables administrators to create customized reports reflecting customer satisfaction.

 

N/A
Visitor Activity

Allows administrators to track visitor activity to understand the research that was done before turning to customer service.

 

N/A
Help Desk

Provides a knowledge base or other support channel for disparate team members to work together and provide cohesive solutions.

 

N/A
Communication Channels
Customer Portal

Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents.

 

N/A
Email To Case

Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket.

 

N/A
Chat/Live Support

Ability for customer service agents to communicate with customers via live chat to solve problems live.

 

N/A
Social Integration

Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks.

 

N/A
Call Center
Make, Receive, and Record Calls

Make and receive calls directly in the application. Track and record calls for analysis.

 

N/A
Customer and Contacts Database

Central repository for account and contact information.

 

N/A
Products and Version Tracking

Central repository for tracking products and product versions customer is using.

 

N/A
Call Scripting

Provides ability for customer reps to use a script when calling customers for common reasons.

 

N/A
Interactive Voice Response (IVR)

Automates interactions with telephone callers so that calls can be routed to the appropriate agent.

 

N/A