Salesforce’s new Service Cloud: Main facts to know

Salesforce CloudCRM major Salesforce has launched the new Service Cloud — built on the Salesforce Lightning component-based framework — enabling companies to configure, customize and set up Service Cloud in a single day.

Salesforce said the latest Service Cloud features Lightning-Ready partner apps and Lightning App Builder for Service.

Lightning Service Console adds several new capabilities that boost agent productivity, and a new Service Cloud Mobile app empowers agents to provide exceptional customer service. Salesforce’s interactive learning platform, Trailhead, will support anyone to learn for free how to deploy and customize Service Cloud.

Salesforce is offering free Service Out-of-the-Box, Lightning App Builder for Service, Lightning Service Console, Federated Search and Case Kanban with any edition of Service Cloud.

Salesforce is offering free Community Agent 360 in pilot with a Customer Community Cloud license.

Salesforce will be offering free Macro Builder in the second half of 2017 with any edition of Service Cloud.

Salesforce will be offering free Service Cloud Mobile app for iOS and Android in the second half of 2017 with any edition of Service Cloud.

Service Cloud from Salesforce has enabled companies to achieve 31 percent faster case resolution, 28 percent increase in agent productivity, 26 percent increase in customer retention, 22 percent cut in support costs, and 35 percent increase in customer satisfaction, according to a third-party research report sponsored by Salesforce.

“Salesforce Lightning and the Service Cloud platform enables us to move quickly and break down technological barriers, so our customers can focus on what matters most for them—delivering truly differentiated service to their customers,” said Mike Rosenbaum, EVP, CRM Apps, Salesforce.

New York Life is utilizing Service Cloud for providing better experience to its customers.

“With Service Cloud, we’re able to leverage a flexible platform with easy setup and customization, and provide our agents with modern productivity tools to deliver incredible customer service experiences,” said Simon Walsh, COO, Retail Annuities, New York Life Insurance.

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