Salesforce Service Cloud

Salesforce Service Cloud is the cloud CRM platform intended for service and a customer support. A system allows the companies to create the website for self-service by means of which support technicians can interact with clients, keep knowledge bases. For heads instruments of efficiency analysis of processes are provided.^[1]

Service can work with social networks, forums, blogs, microblogs, tabs.

Possibilities of Salesforce Service Cloud:

• Salesforce LiveMessage;

• Purposes, coaching and awards;

• Dynamic knowledge base;

• Web chat;

• Contract management and rights;

• Workflow and adoption of automation;

• Joint work;

• Social integration;

• API interfaces;

• Incident management (appointments, rules and queues);

• Integration of CTI;

• Asset management and trackings of a product;

• The configured reports and analytics;

• Multilingualism;

• The configured agent's console;

• Self-service;

History

2017

Cooperation increase with Avaya for development of cloud CRM solutions

The Avaya company announced on August 28, 2017 cooperation increase with Salesforce company for the purpose of creation of the solutions providing the improved integration of products for contact centers from each of the companies.

In particular, it is supposed that jointly the companies will propose cloud solutions which will ensure smooth operation, high contextual awareness and also speed and service quality at all stages of a cycle of customer interaction. Thanks to it it will be simpler to companies to meet the requirements which modern users impose to interaction using digital channels.

As envisioned by partners, cooperation increase will allow to achieve improvements in the following directions:

• The programming interfaces Service Cloud API will allow customers to use possibilities of routing of Avaya and to redirect the address on any of communication channels – to a web, a chat and others.
• The customer information obtained using means of voice analytics of Avaya, for example, information on result of verification of the personality can be made available to operators of contact centers using Service Cloud Einstein that optimizes a customer support.
• Simplification of process of setup and configuration will allow administrators to synchronize without effort qualification of operators and the business rule between the Avaya and Salesforce systems.

Upon transition of the companies to web applications and cloud services integrated solutions of Salesforce and Avaya allow them to implement quicker the strategy without harm for the current activity. In case of need receiving more personalized support clients will be able easily to switch from the system of self-service to the operator. At the same time the operator will locate all history of last and current interactions, including the questions received via the chat-bot and information. All this will allow to resolve the issues arising at the client quickly.

Avaya already performs integration of the products with Salesforce services using the solution Avaya Breeze Connector, cooperation increase will give ampler opportunities for integration to corporate customers in whom management of workflows and different methods of interaction can coexist organically at once in several solutions.

Clients got used to intuitive interaction with the companies today, to an anticipation of the requests and for this reason we are glad to combine efforts with Avaya within this initiative. A lot of things finally depend on client experience, and capability to offer complex service by means of different communication channels will become a key factor which will allow the companies to try to obtain a high customer loyalty — Adam Blitzer, the executive vice president and the general manager in division of Service & Sales Clouds, Salesforce said.

Avaya and Salesforce companies combine efforts for formation of organic and continuous process of client service which will be able to be estimated both clients, and operators. Together we will be able to guarantee to the companies that considerable improvement of consumer experience will provide them quite notable advantages — Laurent Filonenko, the senior vice president for corporate strategy and development and the technical director of Avaya added.

AI tools for mobile employees

In July, 2017 Salesforce announced a series of tools as a part of Field Service Lightning using AI and intended for mobile employees.^[2]

Improvements in Field Service Lightning, in particular, concerned three areas: image identifications, controls of the equipment and analysts.

So, the Einstein Vision for Field Service function, uses deep learning to help traveling agents with service. The companies can apply previously trained qualifiers of images or train own qualifiers in work in different specific conditions.

"For example, the traveling technician can receive a call by an occasion of the failed device, but on arrival into place find out that the reason in a part of other producer unknown to it. Thanks to Field Service Lightning it can photograph a part now and ask Einstein to find it in the database of the company. Service is capable to identify it and to automate further actions, such as order of parts for replacement failed" — explained in Salesforce.

In turn, the Equipment and Inventory Management service automates drawing up the schedule to provide optimal accommodation of working crews, the equipment and transport. For example, the manager of the cable company can use it for determination what technician is most closer to the client and has at himself the necessary splitters to provide the client with cable television.

At last, the Field Service Analytics function provides to traveling service the ready meter panel for analytics allowing managers it is easy to estimate productivity of work of their workers. The panel can be configured, but includes also ready metrics, such as "average time of repair" and "average time in way".

2016: Announcement of Field Service Lightning

In 2016 the Salesforce company submitted the Field Service Lightning platform — Service Cloud cloud component. The platform allows employees to answer calls to customer service and to interact with clients on places.

Notes