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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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History of Salesforce – From Telegraph hill to Salesforce Tower

An image depicting the growth of Salesforce from telegraph hill to Salesforce Tower showing Salesforce History

History of Salesforce – From Telegraph hill to Salesforce Tower

An image depicting the growth of Salesforce from telegraph hill to Salesforce Tower showing Salesforce History

With its commitment to corporate social responsibility and its continued investment in innovation, Salesforce is setting the standard for the future of business. Whether you’re a sales team looking to boost productivity or a marketer seeking to connect with customers in new and meaningful ways, it has a solution that can help you reach your goals. Salesforce carries on revolutionizing the way businesses connect with their customers for over two decades. This cloud-based customer relationship management platform disrupts the industry with its innovative solutions, empowering businesses of all sizes to streamline their sales processes, improve customer engagement, and drive growth. With this said, let’s have a look at how Salesforce Evolved and what is the actual History of Salesforce.

The Start

In 1999, Marc Benioff, Parker Harris, Dave Moellenhoff, and Frank Dominguez started a small company. The office of this team was situated in a one-BHK apartment at Telegraph hill, San Francisco which is considered an important part of the Salesforce History. This team carried a dream of making business interactions easier with clients as well as teams all across the globe. Opposing the traditional software, which were used on-site, the focus was to provide a cloud-based platform. This Cloud-based platform was supposed to offer the management of customer interactions and data of the businesses. No one knew at that point of time that this is gonna prove to be the biggest revolutionary way in which businesses run.


The launch of Salesforce 1 in 2000 marked the beginning of a new era in the CRM industry. Salesforce 1 became public in 2004. It proved to be a game-changer in the way sales teams managed customer data and tracked sales activities. Its popularity grew rapidly, and it soon became the go-to solution for businesses looking to streamline their sales processes.

Over the years, Salesforce continued to expand its product offerings, acquiring several companies along the way. The acquisition of ExactTarget in 2013 brought cloud-based digital marketing capabilities to the Salesforce platform, and the acquisition of MuleSoft in 2018 added application programming interface (API) capabilities to the mix.

In addition to its product offerings, Salesforce is also known for its commitment to corporate social responsibility. The company’s 1-1-1 model, where it pledges to donate 1% of its equity, 1% of its product, and 1% of its employees’ time to non-profit organizations, has made a significant impact on communities around the world.

A Global Leader Today

Today, Salesforce is a global leader in the CRM industry, with a market capitalization of over $200 billion. The company continues to innovate and expand its product offerings, catering to the ever-evolving needs of businesses and helping them to connect with their customers in new and meaningful ways.

Additionally, Salesforce has a modern and innovative office design which is one of the most famous infrastructures in the country. The tower is known as Salesforce Tower (formerly Transbay Tower) which is a 61-story skyscraper at 415 Mission Street, between First and Fremont Street, in the South of Market district of downtown San Francisco. The company infrastructure reflects its values and culture. The office spaces are designed to be collaborative and open, fostering creativity and teamwork among employees. They often feature lounge areas, break rooms, and other spaces for employees to socialize and connect. The office is also equipped with state-of-the-art technology, including high-speed internet, video conferencing systems, and large touchscreen displays. The company also places a strong emphasis on sustainability, incorporating eco-friendly design elements into its office spaces and promoting environmentally conscious practices throughout its operations.

Overall, Salesforce’s office design reflects its commitment to creating a dynamic and innovative work environment that supports its employees and drives success for the company.


In conclusion, the history of Salesforce is a testament to the company’s commitment to innovation and its mission to help businesses connect with their customers. Pletra Technologies, as a leading Salesforce development company, has been providing businesses with customized solutions that help them take full advantage of the Salesforce platform, and its continued growth and success demonstrate its commitment to providing the best possible services to its clients.

Salesforce tools for your business needs

From developing custom Salesforce applications to integrating Salesforce with other systems, Pletra Technologies has been helping clients such as Tech Mahindra to streamline their operations and improve their overall customer experience.

Also Read: How actually can Salesforce help your business?

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Benefits of LWC

Benefits of LWC

Benefits of LWC (Lightning Web Component)

Lightning Web Components (LWC) is a new programming model for building Salesforce applications. This has quickly become a popular choice among developers. Pletra Technologies is an organization that specializes in providing resources and information on Salesforce development. In addition to this, Pletratech has been able to prove the benefits of LWC in Salesforce Development to its clients.

Benefits of LWC

Easy to Learn

One of the biggest advantages of LWC is that it is built on web standards, such as HTML, CSS, and JavaScript. This means that developers with experience in web development can quickly learn and start using LWC. Additionally, it is a lightweight framework that makes it easy to create fast and responsive user interfaces.

Efficiency over traditional methods

Another one of the most important advantages of LWC is its ability to improve performance. It is designed to be more efficient and performant than traditional Salesforce development methods. For example, it uses a shadow DOM, which isolates the styles and structure of a component. Additionally, it prevents conflicts and improves the overall performance of the application.

Easy to Reuse

LWC also allows for better code reusability. Because LWC is built on web standards, developers can easily share and reuse code across different parts of an application. Moreover, its components can also be easily shared and reused across different Salesforce orgs. This eventually makes it easier to build and maintain large-scale applications.

Easy Integration

One of the most significant benefits of LWC is its ability to easily integrate with Salesforce’s out-of-the-box functionality. Its components can easily be integrated into Salesforce pages, such as record pages, and can also be used to build custom pages and applications. This allows for a more seamless integration between custom development and the Salesforce platform, which makes it easier to create powerful and sophisticated applications.

Other benefits of LWC

LWC also offers a variety of tools and resources to help developers get started quickly. The Salesforce Developer Network (SFDN) is a great place to find resources and tutorials for LWC, including sample code and documentation. Additionally, the Salesforce community is a vibrant and active group of developers who are always willing to help and share their knowledge.

In conclusion, LWC is a powerful and versatile framework that is quickly becoming a popular choice among Salesforce developers. Pletra Technologies provides resources and information on Salesforce development, making it the perfect place to learn more about the importance of LWC. With LWC, developers can easily create fast and responsive user interfaces, improve performance, and integrate seamlessly with Salesforce’s out-of-the-box functionality.

Salesforce LWC framework for web application development.


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Why Salesforce is in Demand?

A growth graph indicating the rising demand with text Why is Salesforce in Demand?
A growth graph indicating the rising demand with text Why is Salesforce in Demand?

Salesforce is one of the most in-demand technologies in the market today, and for good reason. As a powerful Customer Relationship Management (CRM) platform, Salesforce offers a wide range of tools and features that can help businesses of all sizes to streamline their operations and improve their bottom line. 

What are the benefits of Salesforce for an organization? Let’s check it out. 


One of the key benefits of Salesforce is its ability to automate many of the tedious and time-consuming tasks associated with managing customer relationships. For example, Salesforce can automatically track customer interactions, send out automated follow-up emails, and generate detailed reports on customer behavior and preferences. This allows businesses to spend more time focusing on growing their customer base and less time on administrative tasks. 

Flexible – Salesforce Demand

Another major advantage of Salesforce is its flexibility. The platform can be customized to meet the specific needs of any organization, no matter what industry they are in or what size they are.

This means that businesses can use Salesforce to manage everything from sales and marketing to customer service and support. Additionally, Salesforce can be integrated with other systems and tools. Tools such as marketing automation platforms, social media platforms, and accounting software, make it even more powerful. 


In addition to its flexibility and automation capabilities, Salesforce is also known for its scalability. Whether a business is just starting out or is a large enterprise, Salesforce can grow with it. The platform can handle large amounts of data and can be configured to handle large numbers of users. With this, Salesforce is an ideal solution for businesses of all sizes. 

High Security – Salesforce Demand

Another important aspect of Salesforce is its security. They have built the platform on a highly secure infrastructure. It encrypts and stores the data in a secure data center. Additionally, Salesforce is compliant with various industry standards and regulations. It follows the guidelines of HIPAA and SOC 2, which means that businesses can trust that their data is safe and secure. 

Salesforce is also known for its strong community and support. Millions of users, developers, and partners have made the Salesforce Community. Therefore, businesses can always find the help and support they need to get the most out of the platform. Additionally, it offers a wide range of training and certification programs. With this businesses can ensure their employees are fully trained to use the platform to its full potential. 

Salesforce CRM automating routine task


Overall, Salesforce is an incredibly powerful and versatile platform that can help businesses of all sizes to streamline their operations, improve their bottom line, and better serve their customers. With its automation capabilities, flexibility, scalability, security, and strong community and support, Salesforce is truly in demand. At Pletratech, we are proud to be one of the leading Salesforce development companies, offering a wide range of services to help businesses get the most out of Salesforce.