Salesforce Service Cloud

It can be difficult to provide great customer service if you need to keep track of customer interactions on multiple channels. Service Cloud enables your support reps to provide excellent service to customers and partners through the support channels they prefer. This can be done centralised from within the Salesforce platform.

Salesforce Service Cloud is designed to assist customer reps in providing faster and more efficient support. With Service Cloud you can automate support case creation from a variety of channels such as emails, communities, phone, chat and social media. Service Cloud gathers support cases from multiple channels and allocates them to the most qualified and available support agent based on custom criteria.

Service Cloud provides strong capabilities for automation and case deflection with built-in features for chat bots, voice chat and knowledge articles, minimising the workload of your service agents.

Service Cloud is part of the Salesforce platform; this means your support reps have access to all relevant customer data within the CRM system, giving them the 360-degree customer view whenever they are providing support. 

At KPMG, we are experts at designing and implementing Salesforce Service Cloud for customers across multiple industries through a highly efficient project methodology.