Customer Service 2.0
 
A quick and clearly arranged overview of all relevant customer data is critical for service agents. Contact and account information, contract details, recent orders and the customer history have to be accessible with ease. The ability to view billing and order data can significantly improve service quality. Knowledge which is relevant to the resolution of a customer inquiry should be available at all times.
This detailed overview of all relevant information helps agents to understand customers’ needs and increases customer satisfaction. But at the same time an information overload for agents and users has to be avoided. A clearly arranged view for all Support levels is required.
 
The Salesforce Service-Cloud Console
 
Based on these considerations the new Service Cloud Console was created to deliver the right information at the right time.
 
A central view on important information: The most important information is displayed front and center, tabs in the upper half of the screen are used to switch between records. List views provide a clear overview and easy access.
 
Giving each customer their own workspace: Each customer interaction is shown in its own workspace. This includes, for example, an overview about relevant information, contact data, former cases related to this customer, account and contract information. Users can switch quickly between customers and relevant records.
 
Providing context between processes and data sets: Links between processes and data sets are highlighted and can be accessed with a single click, for example one can quickly jump to contacts, contracts, support cases and other information related to an account. For agents this functionality provides a great overview.
 
Interaction log: Every workspace has its own log to take notes about the current interaction. These notes are automatically attached to the record the agent is currently working on.
 


Soft phone integration:If you are using soft phone integration, it will display right in your service console. The window can be activated and deactivated with just one click. Users without telephone integration don’t see the window.
 
All features described above bring faster access to customer information, easy switching between records and customers, easy data acquisition and help to avoid clicking and scrolling.
Different administrational and development tools are supplied to customize the Service Cloud Console for your companies’ requirements.
For further information about the Salesforce Service Cloud Console please contact us directly.