Drive operational efficiency and boost customer satisfaction with AI-powered insights and assistance directly integrated within the Salesforce Platform. Empower service teams to make faster decisions and deliver experiences customers love with actionable insights, metrics, customer feedback, and AI embedded in the flow of work. Streamline your service operations and meet your KPIs with intelligent service operations.
Streamline operations, boost ROI, and deliver a better customer experience with intelligent insights powered by real-time business and customer data.
Customer Experience Intelligence
Deliver customer experiences that drive loyalty with unified sentiment analytics across your service channels and surveys. Gain meaningful context behind customer satisfaction and churn by measuring what products, issues, and service processes lead to a positive or negative customer experience.
Improve service productivity and CSAT by helping teams take the right actions, faster. Use Agentforce to fill in knowledge gaps impacting customer satisfaction by summarizing issues impacting sentiment, generating knowledge articles, and delivering actionable guidance to service leaders and representatives.
Boost service personalization with customer sentiment insights combined with your Customer 360 data. Deliver service teams enhanced insight into customer health including sentiment trends, engagement history, and survey feedback to improve CSAT at every interaction.
Service Intelligence
Get a complete view of your service operations metrics in one place. Analyze trends, review productivity, and identify areas of improvement. Provide service leaders with visibility into KPIs like average time to close and total escalated cases to track routing efficiency and team performance across channels. Empower reps with a snapshot of their caseload and KPIs to prioritize customer needs more effectively.
Save time and improve customer satisfaction with calculated, actionable insights right when you need them. Help your reps be more proactive with AI-powered predictions like propensity to escalate or time to resolve. Insights like these allow you to view and take action on operational performance metrics to boost productivity and customer loyalty faster.
Unify and harmonize all of your internal and external customer data with Data Cloud. Unified profiles allow you to better engage with customers based on their individual needs and preferences. Deliver intelligent service when you unlock deeper insights and take action in real time with AI and automation, grounded in trusted customer data.
Feedback Management
Address customer needs more efficiently to improve CSAT and NPS by capturing direct feedback with personalized surveys. Use AI to quickly create and deploy branded surveys tailored to your audience across service touchpoints, including email, chat, SMS, WhatsApp, and more. Engage customers in real-time on their preferred channels using advanced workflows to adjust survey questions based on participant responses.
Maximize customer lifetime value across the entire customer journey by tracking CSAT and NPS at every lifecycle stage. Automate surveys to capture feedback at critical moments and proactively improve customer onboarding, adoption, renewals management, and more.
Make faster decisions that improve service productivity and customer satisfaction with powerful, prebuilt Feedback Management analytics dashboards. Clearly identify customer needs by analyzing customer feedback across service channels, locations, industries, and other areas important to your business. Measure survey performance to improve response rates and solution ROI.
Einstein Conversation Mining
Save time and avoid manual transcript review with insights into the top drivers of support volume. Use machine learning to analyze transcripts and extract common topics and contact reasons, then find opportunities for greater efficiency by understanding support performance per contact reason.
Enable service leaders to visualize common contact reasons by support volume and critical KPIs. Segment support conversations using contact reasons and other key data points to find insights and trends.
Build smarter bots that solve for your customers' top needs. Prioritize the highest impact opportunities for automation based on duration and volume per contact reason. Train intelligent intent models and create new dialogs directly from your conversation data.
Salesforce Field Service
Make faster, smarter decisions to improve field service operations with the right information at your fingertips. Data Cloud makes it easy to integrate data from any system and unlock new insights. Use pre-built analytics dashboards to monitor performance, analyze trends, and catch outliers. Gain visibility into KPIs such as first time fix rate, technician utilization, asset availability, and much more.
Quickly assess the impact of global or in-day optimization on travel time and resource utilization using real-time data. When refining your scheduling policy, get an instant view of optimization results and KPI changes.
Respond to urgent work, emergencies, and more by controling and reserving service resource capacity based on dynamic priorities. Ensure tasks are evenly spread over time to meet SLAs and revenue goals by enabling smarter resource allocation. You can set precise limitations for various workstreams, making it easy to manage and optimize your workforce based on factors like location, work type, and timeframe.
Transform back-office operations when your team can closely monitor and track critical business metrics in a unified view. Empower them to dig deeper and quickly address urgent issues with out-of-the-box analytics and real-time insights, powered by Data Cloud. Ensure the most relevant and personlized KPIs for each user with custom settings.
My Service Journey
Easily find the right Service Cloud features aligned to your service objectives with an intuitive Capability Navigator. Use the Capabilities Navigator to select your business goals, edition, and service area to uncover what you should do next in your journey.
Build a personalized journey to deliver faster, more effective service with the ability to search, favorite, and track progress against your objectives.
See a faster time to value for new capabilities with One-Pagers that include best practices, metrics, pricing, set-up documentation and additional resources - all easily accessible in one place.
Find out how Service Cloud helps you deflect 30% of cases and deliver value across your customer journey with CRM + AI + Data + Trust.
Deliver proactive service with a single, dynamic view of every customer by unifying all your data across your business.
Make faster decisions using intelligent recommendations and actionable insights from Tableau.
Survey employees and customers to surface trends and take action with your CRM data.
Scale support and boost customer satisfaction with personalized, smart, data-driven automation.
Start by selecting your Service Cloud edition. Then, add on Service Operations capabilities at these price points.
This page is provided for informational purposes only and is subject to change. Contact a sales representative for detailed pricing information.
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