SalesforceThink

Service Cloud is another popular cloud within the ecosystem. Service Cloud is often utilized for support management by or case management. Check out these 5 Service Cloud thoughts below.

Service Cloud

• Cloud based CRM that can work with Sales Cloud or be standalone. Consists of contacts, accounts and cases as the primary object model.
• Provides businesses a physical entity to track support, onboarding, or processes via the case object.
• Quick to setup and easy to over engineer. Case record types, list views, and omni-channel are great tools to setup but be careful not to over build. It is key to identify all support channels the teams will need to support with the case object (chat, sms, email, web, and phone)
• Highly recommend adopting the crawl, walk and run methodology. Often times it takes time and user feedback to prove out solutions. Don’t be afraid to ask why should we build out a complex case routing process or omni channel routing for a small support group vs a 20+ users.
• Cases can be used for more than just support. Cases are often used for onboarding steps or project onboarding. Cases have a case support process just like a sales process.
• Bonus: Service Cloud is a great niche to become a subject matter expert in. If you are looking to specialize in a Salesforce cloud and enjoy customer support then Service Cloud is the cloud for you.