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Streamline Customer Service with Salesforce Service Cloud & Case Management

What is Salesforce Service Cloud

Streamline Customer Service with Salesforce Service Cloud & Case Management

Salesforce service cloud

What You’ll Learn

What Does Salesforce’s Service Cloud Mean?
What Does Salesforce Case Management Entail?
Which Fields in Salesforce Service Cloud Are Critical?
Which Related Lists Are Available in the Salesforce Service Cloud?

What Does Salesforce’s Service Cloud Mean?

What is Salesforce Service Cloud?

Salesforce’s “Service Cloud” is the “service” (as in “customer services”) module. It also includes customer service automation (e.g., assignment rules, escalation rules), the Public Knowledge Base, Web-to-case, Call Centre, and Self-Service Portal. It’s made to enable you to respond to inquiries from clients in the past, present, and future regarding help with a product, service, billing, etc.

Salesforce Service Cloud streamlines customer service operations by automating processes, refining workflows, and providing agents with easy access to relevant knowledge articles, topics, and subject matter experts. Its core objective is to foster personalized, one-on-one engagements with each customer across multiple channels and devices. Service Cloud empowers businesses to actively “listen” to customers through various social media platforms, respond promptly and intelligently to route cases to the most suitable agent. This powerful solution enables companies to deliver exceptional, omnichannel customer experiences efficiently.

What Does Salesforce Case Management Entail?

What Does Salesforce Case Management Entail

Salesforce tracks support inquiries through cases. When a customer purchases a product or service and contacts support, a case record is created to log details about the customer’s problem, any provided solutions, the resolving agent, and the final outcome. Cases can encompass questions or feedback from customers. A closed case indicates a resolution, while an open case signifies an unresolved issue.

An illustration of a case is as follows: let’s say company “XYZ” buys a laptop from company “ABC” and encounters an issue with it. In this case, there is communication between the two companies, and the conversation’s specifics—including the problem and its resolution—are documented on a case record page.

Support personnel can analyze these records to enhance customer care. Responding promptly to cases enhances customer satisfaction and strengthens your brand. Additionally, sales representatives can leverage cases to understand their impact on the sales process.

Which Fields in Salesforce Service Cloud Are Critical?

Which Fields in Salesforce Service Cloud Are Critical

1. Status
This mandatory field indicates if a case is New, Working, Escalated, or Closed.

2. Case Origin
This section, which is also necessary, indicates how the case was started—by phone, email, or the internet.

3. Contact Name
It keeps track of the associated contact’s ID, which indicates how this customer or contact is connected to the case.

4. Account Name
It saves the ID of the linked Account in the case, indicating that this case is connected to this account/business. Although it can be modified later, it is automatically filled in when we choose Contact.

5. Parent Case
It keeps the parent case’s ID in the Case Hierarchy.

6. Assign Using The Active Assignment Rule
Only when cases are manually submitted from the UI is it available. When checked, it assigns the case to a user or queue based on the active assignment rule. In the event that not, the user submitting the record is given the case.

7. Send Notification Email To Contact
When this item is ticked, a notification notifies the Contact or Customer that their matter has been sent to our team and will be taken care of shortly.

8. Web Email/Phone/Company/Name
Every one of these fields is automatically filled up when a case is sent via email or our web form. These fields are distinct from the Account Name and Contact Email/Phone/Name fields. Furthermore, these fields are only accessible on entries that have been filed via email or the web.

9. Case No.
Automatically assigned at the insertion of every case. It cannot be changed once the case has been created, nor can it be set directly. It serves as a record’s unique identification.

Which Related Lists Are Available in the Salesforce Service Cloud?

Which Related Lists Are Available in the Salesforce Service Cloud?

1.  Case Comments
Support agents can add, modify, and remove both public and private comments on a case using case comments. All comments on the customer portal, self-service portal, or chatter answers are visible to the contact for a case and can be made private or public. They also appear in this associated list. You can set comments to be private or public based on the sharing model.

2. Case History
The case’s modifications are tracked by this associated list. A new entry is added to the Case History linked list each time a user modifies any of the standard or custom fields whose history is configured to be recorded on the case. This list cannot be changed.

3. Case Teams
A group of users who collaborate on a case is known as a case team. It might consist of a product manager, a support manager, and support representatives, for instance.

Each person on the Case team is assigned a specific role that controls their level of visibility to other users in the customer portal as well as their level of access to the case (e.g., Read Only, Read/Write).

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Transform Your Support Operations with Salesforce Service Cloud

Salesforce service cloud for your business operation

Transform Your Support Operations with Salesforce Service Cloud

In today’s highly competitive business landscape, providing exceptional customer service and support is paramount for organizations striving to stay ahead of the curve. Salesforce Service Cloud–a comprehensive customer service solution that has transformed the way companies engage with their customers, resolve issues and build long-lasting relationships.

What is Salesforce Service Cloud?

Salesforce Service Cloud is a cloud-based customer service and support platform that empowers organizations to deliver personalized and efficient experiences to their customers. It brings together a multitude of tools and functionalities to streamline customer interactions, automate processes, and provide a seamless support experience across various channels.

Key Features and Capabilities

Omni-Channel Support: Service Cloud allows businesses to connect with customers across multiple channels, such as phone, email, chat, social media, and even self-service portals. This ensures a consistent and unified experience, regardless of the channel customers choose to reach out.

Case Management: With Service Cloud, support agents can easily create, track, and manage customer cases from start to finish. They can assign cases to appropriate team members, set priorities, and monitor progress, ensuring that every customer issue is addressed promptly and effectively.

Knowledge Base: The platform enables organizations to build a centralized knowledge base, housing articles, FAQs, and other resources. This empowers both customers and agents to find answers quickly, reducing response times and increasing self-service capabilities.

Service Console: Service Cloud provides a unified interface, known as the Service Console, where agents can access all relevant customer information, case history, and communication channels in one place. This improves agent productivity, as they can efficiently navigate through customer interactions without switching between different systems.

Case Routing and Escalation: Service Cloud employs intelligent case routing and escalation rules to ensure that customer cases are directed to the most appropriate agent or team. This helps in reducing response times and improving customer satisfaction.

Analytics and Reporting: Service Cloud provides robust analytics and reporting capabilities, allowing organizations to gain valuable insights into their customer service operations. Metrics such as response times, agent productivity, customer satisfaction scores, and more can be tracked, enabling businesses to make data-driven decisions for continuous improvement.

Benefits of Salesforce Service Cloud

Enhanced Customer Experience: Organizations can deliver personalized and proactive customer experiences by leveraging Service Cloud. With a 360-degree view of customer interactions and preferences, agents can provide tailored solutions, resolve issues faster, and build long-term customer loyalty.

Improved Efficiency and productivity: Service Cloud automates routine tasks, streamlines processes, and provides a centralized platform for agents to handle customer cases. This leads to improved agent efficiency, reduced response times, and increased productivity.

Scalability and Flexibility: Service Cloud is highly scalable, making it suitable for businesses of all sizes. As organizations grow, Service Cloud can easily accommodate expanding customer service requirements and adapt to changing business needs.

Collaboration and Knowledge Sharing: With Service Cloud’s collaborative features, teams can easily share information, discuss cases, and provide support to one another. This fosters a culture of knowledge sharing and collaboration, ultimately improving overall team performance.

Data-driven Insights: Service Cloud’s robust analytics and reporting capabilities offer valuable insights into customer service operations. By analyzing key metrics and trends, organizations can identify areas for improvement, optimize processes, and make data-backed decisions.


Salesforce Service Cloud has emerged as a game-changer in the realm of customer service and support. By harnessing its extensive features and capabilities, businesses can transform their customer service-facing side.  

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What Is Salesforce? A Beginner’s Guide To Understand Salesforce

Salesforce products

What Is Salesforce?

Salesforce is the world’s best customer relationship management (CRM) platform. However, it helps your marketing, sales, commerce, service and IT teams work as one from anywhere — so you can keep your customers happy everywhere.

In recent years, there has been a big surge in Cloud Computing Technologies. One such technology which has had an immense impact on the world of computing is Salesforce. In this blog, I will acquaint you with Salesforce and will reply: What is Salesforce?

Why use Salesforce? Where is Salesforce being utilized? And also, why organizations are searching for experts with Salesforce Certification Training?

How It All Began?

Before Salesforce, Customer Relationship Management (CRM) solutions were hosted on a company’s own server. Can you imagine the cost and time it took for companies to have their own CRM solutions? It used to take months or even years to set it up.

This led to an increase in cost by millions of dollars. Even after setting up, they were extremely hard to use. What would be a feasible solution to this? I am sure you guessed it – building affordable CRM software and delivering it entirely online as a service.

This was the main idea behind Salesforce. Starting as a Software as a Service (SaaS) company, Salesforce has grown into the fifth-largest software company in the world.

But what Made Salesforce popular?

The answer to this is pretty simple, it was Cloud Computing. Salesforce wasn’t just about a better product at a fraction of the cost. Moreover, it was about replacing the lengthy installation process and moving everything to the internet.

What’s more, it changed the business model – no more long-term contracts or expensive licensing deals, anyone could use Salesforce with only a simple 50-dollar monthly subscription fee.

What Are The Services And Products That Salesforce Offers?

To understand what is Salesforce, you need to know the different services and products that Salesforce has to offer and when to use them. Through Salesforce, you can access a wide range of products and services in Cloud, Social and Mobile domains.

Salesforce Cloud Services

Salesforce Sales Cloud –

The Sales Cloud is a CRM stage that empowers you to deal with your association’s business, showcasing and client bolster features. If your company is engaged in business-to-business (B2B) and business-to-customer (B2C), then the sales cloud is the service your sales team needs.

Salesforce Marketing Cloud –

The marketing cloud furnishes you with one of the world’s most dominant computerized showcasing stages. The marketers in your organization can use it to manage the customer journey, email, mobile, social media, web personalization, content creation, content management, and data analytics.

Salesforce Service Cloud –

The Service Cloud is a service platform for both your organization’s customer service and support team. It provides features like case tracking and social networking plug-ins for conversation and analytics.

This not only helps your agents to solve customer problems faster but also gives your customers access to answers. Using these answers your customers can solve problems on their own.

Salesforce Community Cloud –

If you need a social platform for your organization to connect and facilitate communication among your employees, partners and customers then Salesforce Community Cloud is the service you need. You can use this platform to exchange data and images in real-time.

Salesforce Commerce Cloud –

The commerce cloud enables your organization to provide seamless customer service and experience irrespective of your customer’s location (online or in-store). It also provides for customer data integration so that your consumers can have a better experience.

If your goal is to provide a customer with a positive, engaging customer experience, Commerce Cloud is the service you need.

Salesforce Analytics Cloud –

The Analytics Cloud provides a business intelligence platform for your organization to work with large data files, and create graphs, charts, and other pictorial representations of data. It is optimized for mobile access and data visualization and can be integrated with other Salesforce clouds.

Salesforce App Cloud –

To create custom applications that will keep running on the Salesforce stage, you can utilize the Salesforce App Cloud. It gives you a gathering of improvement instruments that you can use to make custom applications. A portion of the devices in the App Cloud include:

  •, allows admins and developers to create websites and applications in the main application.
  • AppExchange is an online application marketplace for third-party applications that run on the platform.
  • Heroku Enterprise gives developers the flexibility to create apps using their preferred languages and tools.
  • Salesforce Thunder is enormous information and tenets handling motor intended to break down occasions and take customized activities.
  • Salesforce Sandbox allows developers to test ideas in a safe and isolated development environment.

Salesforce IoT Cloud –

When your organization needs to store and process Internet of Things (IoT) data, you can utilize the service of Salesforce IoT cloud. The stage is worked to take in monstrous volumes of information produced by gadgets, sensors, sites, applications, clients, and accomplices. On getting this information, the stage starts activities to give you continuous reactions.

Salesforce Health Cloud –

If you are a Health IT organization and require a CRM system that incorporates doctor-patient relationships and record management, the Health Cloud is what you need. Through the patient profile, you can support the one-to-one relationship by integrating information from multiple data sources.

What Are the Benefits of Salesforce?

Salesforce is one of the largest and most popular cloud platform providers in the world. Their marketing automation, customer relationship management (CRM), and other software give them a ton of advantages over their competitors which their customers love.

1. Customer Information

One of the biggest advantages of using Salesforce is the information it retrieves — both the quality and the quantity. When you use Salesforce, you can look at every individual account, contact, task, event, and opportunity that’s tied to a lead, which gives your company a lot of information before approaching potential customers.

There are a couple of reasons this is so important.

First, it lets you easily track all of the information you need to keep your customer profiles organized. You have all the data you need in one advantageous area. You can even look into any lead or customer you need — regardless of whether they’re appointed to different agents.

This offers a more complete, holistic approach to managing your growing business.

In addition, shared customer information also lets you and your employees enjoy your leisure time and vacation days without worrying about personally accommodating clients, leads, or prospects. Any of your reps can easily cover for another one who’s out of the office, eliminating any gaps that you could have in your customer support model.

This digital design is a direct upgrade from physical resources and even Excel sheets. Salesforce is comprehensive, responsive, and convenient to use, so you no longer have a need for manila folders or digital files full of spreadsheets.

2. Account Planning

With all of the customer information you need right at your fingertips, you — and all of the reps at your company — can make plans for accounts independently. That gives you the hands-on approach that you need to really make a connection with clients, and it also lets your reps modify their plans to achieve better results.

There’s even an option in Salesforce to create to-do items so you and your reps can use lists to stay organized throughout the day.

You can also create reminders on calendars so you can tell anyone to follow up with your customers, account managers, or upper management about import duties. Essentially, you make sure nothing falls through the cracks.

In addition to the organizational tools, the amount of time that you or anyone else in the company has spent on each specific account can be seen. This is especially helpful for service-based businesses with lots of clients who subscribe to different packages or plans.

If you notice that you’ve spent too much time on a client for what that client spends, your company can adjust accordingly.

With these account planning options, managing clients becomes a much simpler process.

3. Time Management

With comprehensive customer information and a wealth of planning resources at your disposal, you naturally get the benefit of outstanding time management. You have all the information you need to prioritize work for your clients, and that means you can also organize tasks for different accounts according to that same criteria.

Along with that, you can use the built-in calendar tools to better visualize your schedule for the day, week, month, or year. That means you can constantly stay on the ball through all of the steps in nurturing a potential lead.

4. Team Collaboration

Salesforce also lets you easily communicate with the other members of your team. The “Chatter” feature gives you a chance to converse with people or gatherings about business-related data, similar to customers, domains, and other essential details.

Chatter also lets you add different team members to accounts or opportunities that need special attention. This, in turn, makes it easier for your team to prioritize and schedule their tasks. This will help you to work with more leads and finalize more sales.

5. Accessibility

Salesforce is a cloud product, and that means it’s available wherever you have Internet access. It even has a mobile app that you can use to stay in touch with your business and your team.

This makes it a perfect match for the hands-on business owner or the marketing manager who wants to stay in constant communication with their team.

The reason this is a huge advantage is that it means you don’t have a centralized location for your data. There’s no filing cabinet, local server, or anything else. It’s all kept safe and sound in the cloud where you can always access it.

What is Salesforce used for?

Go digital fast and empower your teams to work from anywhere.

Engage customers with relevant, empathetic digital marketing from anywhere.

Quickly launch and scale eCommerce built around your customer — from anywhere.

Sell smarter and grow your business faster from anywhere.

Provide great customer service from anywhere.


Since its release, Salesforce has helped a large number of businesses to better manage their customers and grow. If you too are looking for the perfect CRM for your business, look no further. With its exceptional highlights, it will begin paying profits in the blink of an eye.

Pletratech is a prominent Salesforce Implementation & Development company with the expertise needed to drive Salesforce-powered change in your enterprise. Using effectively, our consultants can certainly help clients provide innovation and value from customer operations.

Above all, Pletratech is the best salesforce development company and consulting company that offers Consulting, Solutions, and Services. Through our best-quality resources, in-house skills, and experience, we provide companies across the globe with cost-effective and stress-free services & solutions.

As a matter of fact, these solutions leverage advanced technologies, business process knowledge and domain expertise to help clients achieve a noticeable competitive advantage.

The company’s in-house training program prepares the clients by not only incorporating upcoming technologies into their existing IT infrastructure but also allowing them to utilize technology for innovation, differentiation, and growth.