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How is Salesforce Sales Cloud Different from Service Cloud? | Encaptechno

How is Salesforce Sales Cloud Different from Service Cloud?

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How is Salesforce Sales Cloud Different from Service Cloud? | Encaptechno

For many people, the dilemma of choosing either Salesforce Sales Cloud or Service Cloud can be an overwhelming one. However, the truth is that both of these solutions overlap each other in many ways while making it somewhat challenging for the users to make a choice.

Both of these solutions are highly used and in fact, they make up a lot of Salesforce’s revenue as well. But the question is, what should you choose in the long run?  In this blog, we will give you a guide that will help you answer all the questions one by one. Keep reading to make an informed decision.

Salesforce Sales Cloud

 

The Salesforce Sales Cloud is one of the most important Salesforce products designed for the management, analysis, and management of sales processes. Many times, both the sales representatives and sales managers use the functionality of Salesforce Sales Cloud for completing the tasks scheduled for different priorities and better efficiency.

As for the sales representatives, the Salesforce Sales Cloud offers efficient and rather comfortable customer communication with numerous channels right within the Sales Cloud UI. With an advanced integration on a customer’s website and social media sync, you can collect precise information about contacts, accounts, and targets. There are extensive automation capabilities that help the sales representatives with numerous routine tasks while freeing up their time for nurturing leads and closing multiple deals.

With the sales cloud implementation, you can construct a sales strategy and manage it within a single system only. Sales Cloud helps sales managers control and assess sales representatives. By using the performance data, the sales manager can easily identify the strengths and weaknesses needed to improve skills which then allow increasing the overall performance of the sales department.

By using the Sales Cloud, sales managers can also deal with challenges such as disjointed sales processes and the process alignment needed with marketing.

Salesforce Service Cloud

 

On the other hand, the Salesforce Service Cloud helps in making the customer service process much easier and effective. Since it is way cheaper to retain a customer as compared to gaining a new one, the Service Cloud can become a strategically important tool for your company. The customer service managers say it can positively affect customer retention rates while ensuring that a company is recognized for caring about customers.

For the customer service agents, the Salesforce Service Cloud offers integration with numerous channels of communication with customers. As communication via every channel is available within the Service Cloud UI, the customer service agents can serve much faster. In addition, the service cloud enables creating and managing a knowledge base that can be a useful source of information for the customers. The knowledge base helps in reducing the response time and training new agents quickly. Since the Salesforce Service Cloud offers customer service process automation, the service agents solve many cases quickly as the customers receive answers to their questions without any delay.

As for the customer service managers, the Service Cloud offers a possibility to organize customer service processes while managing them within Service Cloud UI. The service cloud enables customer service managers to control the performance of customer service representatives which further helps in identifying the areas of growth and organizing training.

Features of Salesforce Sales Cloud

 

Some of the features of Salesforce Sales Cloud include:

1. Lead Management

Lead Management - Features of Salesforce Sales Cloud


The starting of the sales funnel is about generating and nurturing prospects for finding viable deals. The prospective customers get captured as leads and are nurtured by sales representatives to move through the lead funnel. There are many standard features for the process of lead management such as lead assignment rules that automatically help in assigning new leads to representatives and teams based on some attributes such as the product of interest and geography.

Salesforce offers a great learning guide for lead routing along with links to resources on how to do lead assignments in Salesforce Sales Cloud. The Salesforce Sales Cloud also comes with a set of lead auto-response rules for automated follow-up for eligible leads. For instance, in case a lead comes from an online information request form then the Sales Cloud has the ability to automatically send an email thanking the lead for interest and letting the lead know that someone from the team will be in touch soon.

Coming to leads from online forms, the Sales Cloud also has a native feature called web to lead that enables one to automatically generate web forms for capturing prospects that can be added to the site even if it is not a Salesforce page.

As a representative nurtures the leads, you can give the guidance for success in a path component. When the lead expresses interest in going ahead, a representative can qualify them as a strong prospect and convert the lead to a full account. In addition, once a lead is converted to an account and related records, it is possible to manage important information about the company and the person with the customer information features.

2. Sales Pipeline and Forecasting

Sales Pipeline and Forecasting - Features of Salesforce Sales Cloud

 

During the phase of converting a potential lead into a customer, the sales representative really starts talking more and gets a much better sense of value. The potential sales also get captured as opportunities. Similar to leads, you can define a number of sales processes that are in line with the sales methodology that a company uses.

A Salesforce path can be added to opportunity pages for guiding the representatives at each step. It is important to understand that reporting and monitoring are important parts of any sales organization. 

You have to predict how much money each representative will choose in a given period and how you can track performance. Salesforce Sales Cloud implementation comes with forecasting tools that give sales managers and representatives visibility into the projections and performance.

3. Quotes

 

So many industries have a sales process that necessitates complex quote building. The sales cloud comes with functionality as well. With the basic Sales Cloud quote building, you can add in products, quantity, pricing, and discounts. 

A single opportunity might have many quotes since your sales representative will be negotiating the deal. However, you can always pick which quote will be syncing to pipeline reports and forecasting.

You can also add products underneath an Opportunity in case you do not want to go the formal route. Building the quotes is a tedious job but you can always make the quote template for starting the process. The rapid products also offer your representatives faster quote-building capabilities. In case you have a customized product configuration and pricing model, Salesforce CPQ is one of the best applications to explore.

Features of Salesforce Service Cloud

 

1. Case Management Tools

 

One of the most important features of Salesforce Service Cloud is that it offers you the ability to automatically handle incoming cases while making sure that nothing is missed including lead auto-response and assignment rules.

Anytime a new customer ticket comes into the system, Salesforce helps in offering the customer an auto response by sending an email that acknowledges the issue and helps in running through configured assignment rules for routing the ticket to the right agent and team.

Another important feature in Service Cloud is known as email to the case which lets you route emails that come into a special inbox to Salesforce directly. In case customers email to a support email, you can easily have inbound emails that address sync automatically to a case in Salesforce so that you do not have to worry about anyone manually monitoring the inbox.

Right after the case gets created, the auto-response and assignment rules will run normally. Email to the case is a great feature but it comes with some limitations too. The email to case premium plugs in many holes in the normal email to case with enhancements to native infrastructure.

Way beyond handling incoming cases, Service Cloud has many ways to track the kind of support that a customer might be entitled to while defining key milestones of that process. The entitlements and milestones help your team keep a track of cases needed to define appropriate service levels while outlining steps within a service process.

2. Customer Support Channels

Customer Support Channels - Features of Salesforce Service Cloud

The Salesforce Service Cloud also enables customer support beyond cases. Today, many customers want to get support on their terms either through an email, support portal, online chat, or SMS. One of the best features that the Service Cloud offers is omnichannel.

It is helpful in connecting all the support channels while also providing consistent support to the customers and giving your agents work in a consolidated place. The omnichannel can also assign an incoming customer service issue dependent on agent capacity by checking the workload.

The Omni Channel performance dashboard lets you monitor agent work performance to maximize efficiency. With the help of omnichannel, you can roll out various support channels for the customers. Salesforce also comes with a native live chat option that can be embedded on a webpage.

It offers native SMS support so that the customers can text from their smartphone while the agents stay in the Salesforce console. It has released Service Cloud Voice that is the CTI tool for handling and routing incoming calls.

3. Self Service Options

 

Way beyond case management, the service cloud has many features that help in deflecting the cases and provide self-service options to the customers. In the beginning, a knowledge base is an important way to provide easy answers and critical information.

The lightning knowledge makes this easy to do right within the Salesforce. You can either make a public knowledge base or the one for registered customers, but either way, the information will deflect cases.

Rather, there is an amazing case deflection component that Salesforce offers out of the box. Using the type ahead-searching in the Submit case fields, the components recommend knowledge articles for improving the chances of solving an issue. This is one of the best ways to prevent Cases and give customers one of the best experiences.

It is also possible to deflect cases and addresses with a chatbot. By using Einstein bots, you can customize the Bot’s name and personality with the bot sitting right in the normal chat window that the agents use. The chatbots act like triage and handle more rots such as FAQs checking on order status, and basic company questions. In case the bot cannot find the answer, it can route it to an agent and create a case for the customer offering a seamless user experience.

To Conclude

 

By implementing the Sales Cloud module, you can easily get more deals on regular optimization of the business that improves market interaction. This will also help in making quick choices and business decisions. You can eventually close more and more deals at a quick rate and experience high returns on investments.

With the adaptation of the Salesforce Service Cloud module, you can get a maximized productivity from the agent’s end to work at any place and at any time. The customer experience also gets enhanced with the implementation of service cloud because it creates a lifetime value.

The Salesforce Service Cloud makes sure that data and confidential information stays secure and within the cloud platform for avoiding any kind of harm to the business. Faster case and report tracking also helps in detecting the loopholes in the business processes for working on it within time to improve sales.

To end, one can say that both the Salesforce Sales Cloud and Service Cloud are pretty effective modules. They are efficient in helping a small and large business while gaining more customers and doing better business.

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Field Service Lightning Features and Use Cases - Encaptechno

Field Service Lightning Features And Use Cases

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The Field Service Lightning is actually an extension of the service cloud whose function is to offer a detailed view of workforce management. Essentially, it helps the organizations keep a better track of the customer service calls from the call center agent to the dispatcher console and then finally to a full-fledged service appointment by the mobile employee.

Field Service Lightning Features and Use Cases - Encaptechno

FSL Salesforce offers valuable insights so that everyone involved can work efficiently and at their absolute best. The dispatcher helps the field technicians to be ready for success by sending all the important technicians for fulfilling a particular job while keeping in mind the service time.

The field technicians have access to real time data right on the go, which helps in understanding the work that is usually requested and the tools that are needed to complete that work. They can also access knowledge articles for filling in any possible gaps if there is a need.

Besides, these leadership teams have detailed access to all the important data as the teams need it to spot the trends that improve operational processes. The customers can actually gain a seamless experience with a faster resolution time because the technician arrives with all prepared to complete the task that is at hand.

In this blog, we will understand all about Field Service Lightning and its use cases to gain a much better understanding.

What is Field Service Lightning?

What is Field Service Lightning

Field Service Lightning can be explained as an extension of the Salesforce Service Cloud that offers a comprehensive view of workforce management. In simple words, in case a customer orders for new cable service, the next step will be showing up to a cable guy. Now the field service lightning allows managing where the cable guy is, where he is going and what length of cable is in his van.

Field Service is a proven way to get a powerful, customizable, and mobile-friendly field service hub in Salesforce. Essentially, running a field service business signifies the management of different moving parts. With the help of field service, one can get the tools that are needed to manage the work orders, schedule efficiently and also work with the mobile workforce.

Some of the things that can effectively be done are:

  • Creating records that represent a field service worker, agent, and dispatcher while adding details about the worker’s skills, availability, and location.
  • Tracking the location and status of an inventory, warehouse, customer sites, and service vehicles.
  • Setting up of multilevel service territories that work to represent the areas where mobile workers can offer services.
  • Creating maintenance plans and templates for standardizing the field service tasks.
  • Generating service reports for keeping the customers informed about service progress
  • Scheduling one time or recurring work orders for the customers and adding details about worker preference and important skills.

What is Included in Field Service?

When the FSL Salesforce is enabled, one can gain access to a suite of standard objects that can be found in the Setup and as tabs in Salesforce. These are the objects that are responsible for making up the core field service features including the service appointments and work orders as well.

Managed Package: The managed package is built on the core features and includes a guided set-up for understanding all the customization settings. It also includes a scheduling optimizer that allocates the resources for various appointments in an efficient way by accounting for skill level, location, and travel time.

This managed package has a dynamic console that gives the dispatchers and supervisors a bigger view of all the scheduled appointments and team members. The process of scheduling processes and triggers helps in customizing the scheduling model and displaying the preferences.

Mobile App: Besides this, the offline friendly field service mobile apps for Android and iOS make working much simpler for mobile workers. All app users can update the work orders, gather customer signatures, track parts, and connect with the dispatchers from their mobile devices.

Features of Field Service Lightning

There are five main features offered by the field service lightning and we will be discussing them one after another:

1. Attaching Job Details to Work Orders: The work orders are pretty much at the foundation of the FSL Salesforce. When you are creating a work order, there is always an option to choose a prebuilt template. This automatically helps to populate the required information on the work order.

The work order line items also specify all tasks to be performed on the job and individual line items can be assigned to multiple crew members. You have an option to add the pricing to each line item. Adding all the required skills to the work orders helps in speeding up the entire scheduling process.

When you enable the match skill work rules, the system helps in pairing the work orders with the crew members who have the required abilities. Besides the required parts and skills, you can also attach the technical resources, specs, and best practices directly to the work order.

2. Streamlining Service Appointment Scheduling: The dispatcher console is considered as the central hub for scheduling the service appointments in the field service lightning. The Gannt view enables us to see every crew member’s scheduled appointments and the openings as well.

With the help of smart scheduling, you can configure the rules to help the dispatchers quickly to identify the best crew member for a job. These are the rules that include criteria like the crew members’ distance to the job site, skill levels, and the available equipment.

The map view charts all the scheduled appointments, the routes, and crew members’ locations along with the service territories.

3. Recording Labour Hours and Travel Times: The simple ability to report on the labor hours and the parts consumed makes it possible to calculate the overall job profitability.

FSL Salesforce allows the field crews to track the time with the timesheets. The crew members can enter the total amount of time spent on the work order and the work order of the line item while including any comments. It is also possible to record breaks and travel time.

4. Tracking Parts and Equipment: With the help of FSL, one can manage the equipment inventory. As the products keep getting used, one can monitor the reduction in inventory and report the cost of each job accurately at the same time.

This platform offers dispatchers visibility into the parts held by each crew member. The crews can request equipment through the FSL mobile app and product transfers can be created for keeping a record of the movement in inventory across the organization. One can manage the customer returns from return orders only.

5. In the Field Uses: Adopting the FSL mobile application effectively is an important factor in the success of the platform. This mobile app connects the field crews with in-office service teams. Through this app, field crew members can access all the work order details and assist the technical resources, get directions to client locations, and correspond with team members.

Furthermore, the app also has an offline capability that enables the crew members to use the platform while being in the outside service range. All the changes get saved once the connection gets re-established.

The crew members can in fact gather customer signatures through the application because they can generate the service reports with the customer signature types. Every signature is designed for a specific role, which is useful in cases where both the customer and technician are experienced for signing off on the work.

Now that we have understood FSL and its features, let us now discuss the use cases:

Use Case 1: Let’s say there is a team of technicians, project managers, and administratively responsible for fitting the water purifier manufacturer in different settings. Now, an increased difficulty that these people can face is to coordinate work orders between the field service staff and the dispatchers.

In this case, the managers can help in dispatching the field executives by allowing them to access real-time data on the go. As Salesforce is the central hub for all the service needs, it is possible to easily optimize the operations and dispatching process. From scheduling to getting customer service history and even resolving the case, everything can be done in one platform empowered with Service Cloud capabilities.

The field technicians can also manage routes, access the available appointments, and get a detailed understanding of all the issues that must be addressed. This considerably helps in increasing productivity and work efficiently.

Use Case 2: Let’s say that a service manager does not have any record of the work done by the mobile technician in the field.

Since the service managers are responsible for managing what the work of mobile technicians should be in the field, they should have an ability to see what the technician is fixing, what is already fixed, what tools or parts were used and in case the customers liked the work.

For doing this, the right step will be to click on the field service lightning app, click on the work orders, and select a work order that has a service appointment associated. After this, one should click on the related tab and the service report name to see a detailed report on all the work that was done, the parts that were used, and also if the customer signed the service report or not.

Wrapping Up

As a result of using the field service lightning, the customers can have an advanced reporting of the growth opportunities, process improvement, and optimization. Furthermore, the FSL integrates easily with the Salesforce Service Cloud when it is connected with accounting systems and operations.

The ERP integrations help in streamlining the invoicing process by syncing the completed work orders directly with the accounting system. These are the improvements that help a tea, fulfil more requests during the day while offering a much better customer experience.

In case you need any more information on the Salesforce Field Service Lightning then get in touch with the team of Encaptechno for expert assistance, today!

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All You Need to Know About Salesforce Service Cloud - Encaptechno

All You Need To Know About Salesforce Service Cloud

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All You Need to Know About Salesforce Service Cloud - Encaptechno

Any company, regardless of the products or services it might be offering, works for one common goal and that is to offer value for its customers. It is significant for all companies to connect with the customers regularly. For this reason, customer service is one of the most important and massive undertakings for any organization. It is necessary to employ the tools that deal with customer service support needs as the company goes bigger.

There was a time when companies resorted to hiring more and more customer service agents to ensure that the needful gets done. However, technology has grown and improved manifolds in the times that we are living in today. Hence, tools like Salesforce service cloud are no less than an excellent solution to deliver exceptional customer service.

With the implementation of Salesforce service cloud, the companies will no longer feel a need to hire any additional customer support representatives because they will realize that their existing team can do a lot more with better resources and strategized data automation. In fact, the salesforce services are such that their magnitude grows with business development. Companies can keep customizing their systems for meeting their needs easily because of a strong foundation.

Now that we have gained a background on its impacts, let us first understand the meaning of Salesforce Service Cloud in complete detail.

What is Salesforce Service Cloud?

What is Salesforce Service Cloud

Salesforce Service Cloud is a SaaSplatform offered by Salesforce. It is created on the Salesforce Customer Success Platform and gives you a complete view of your customers while enabling you to offer smart, quick, and much more personalized service.

The Salesforce services of service cloud can form a connected base and enable live agent chats, manage case interactions, all within one platform. It also allows having a personalized customer interaction or even up-sell the product services based on the data of the past activity.

Features of Salesforce Service Cloud:

Features of Salesforce Service Cloud

1. Managing Customer Support Experience: The support teams are collaboratively responsible for one of the most important touchpoints of the customer experience. It is the supervisors of the customer service team who have a challenging job of making sure that everyone focuses on responding to the right customer problem and in a justified amount of time.

The support teams are in frequent need of insights on the ongoing trends and standards for ensuring better management and optimization of the support processes. This includes the trends for new cases opened, any cases closed, and the resolution times across a period of time for the measure of throughput. The case volume can be considered by the support channel, kind of problem, and the severity of that problem for being standards of product/service improvement opportunities.

Now, with effective implementation of the Salesforce Service Cloud, one can set up discrete support processes for different kinds of problems to represent the differences in addressing the difficulty of any problems. Furthermore, it is also easy to explore different priority levels and support channels for distinguishing any problem type. Other custom attributes can be set up for being relevant to a specific support experience of a business. One can then turn around and create a dashboard of relevant metrics and KPIs for directing the focus of the support team.

2. Queue Workflow and Escalation Rules: With the use of automation tools such as the process builder and the workflow rules, the Salesforce Service Cloud features can help in automating the entire process of moving the customers from one stage to another while eliminating any responsibility of manual oversight. It is this functionality that also allows management to easily track the key customers such as the time taken for the first response and the time to resolution.

Furthermore, the escalation processes enable the management of a company to keep tabs on the products and possible concerns that might be responsible for not getting the right traction. One can define the escalation rules for automatically reassigning the case to a much more experienced agent or a supervisor so that the right kind of attention on vexing cases can be created.

Taking important learnings from the escalated cases helps in becoming a great way to find any underdeveloped support areas in which the support agents might need additional training in addition to specifying the staff members who might need additional coaching.

3. Service Analytics: Powered with the help of Salesforce Einstein, the Service Analytics is an extension of salesforce development that is easily available to the service managers and the agents. It provides very important insights into the performance of the agents and their departments.

Checking the reports of wide complexities becomes rather simple with the help of Service Analytics. Either it can be a report on the first contact resolution rate or on the number of case reassignments over every case type depicting the rate of average customer satisfaction as well as agents who strategically reassign cases more than a certain time in a week.

Other than reporting, the Service Analytics can also give recommendations on what an agent should be doing or saying for improving the customer satisfaction rate.

4. Process and Routine Automation: With the help of Service Cloud, a person can easily automate the process of using the workflows, email templates, approvals, and more. For instance, when the customer is extremely dissatisfied with the support services of a service agent, the process and routine automation help in stating that an immediate customer incentive is needed.

Salesforce sends an Incentive approval request and when the approval is granted, the required incentive is offered to the customer over the email. Another example could be that if a customer service agent sees that there are almost eight similar cases into the system, the Salesforce process and routine automation can be used to run a bulk macro for answering all of them simultaneously while resolving the case. On running another macro, the cases will be solved. This automation process helps in saving the time of agents and managers considerably.

5. Customer Account Portal: At the present time, customers expect more than one support channel for reaching out to the customer service. The customer portals are extremely helpful in facilitating this support in a world that is digitally connected. There are some companies that choose to empower their customers with self-service capabilities. These companies are of the opinion that when they deal with the customers themselves, it saves everyone’s time and energy.

The customer account portals also work well for tasks such as fixing appointments, paying bills, checking an order, and much more. This is all the more useful for supporting teams as a case deflection mechanism that reduces any extra costs.

With the help of Salesforce service cloud, it is possible to make the customers go through a self-service flow that is driven by a knowledge base included with the community. The customers can leverage existing knowledge either by allowing the support agents to resolve similar issues or by having other customers get the answers quickly. The support agents can then avoid getting over stacked with the common issues that have well-documented resolutions.

6. Knowledge Base: The implementation of the Salesforce service cloud also helps in offering a knowledge base solution that services as a repository of information for representatives who can access a wide pool of answers that they might need to serve the customers in the best way possible.

The knowledge base allows the representatives to search for effective solutions anytime when a customer begins to outline a problem. This feature serves as a center for all the documents to ensure that they remain specific and updated just as things shift and change within a business.

In addition, the knowledge base is also helpful for the organizations that use a self-service company portal. It is generated by the support agents or the peer-to-peer customer communities who can provide self-service to the customers. One can decrease the support costs in the form of a decreased volume of cases at any point in time.

7. Email: At the present time, so many customers are in the habit of sending an email and then waiting for a reply. This is because it is simple and can be done in the blink of an eye. In this scenario, it is important for companies to understand that they cannot keep the customers waiting for an answer.

Since it can be a challenging task to reply to each and every email separately, the Salesforce service cloud feature comes with an auto-response capability for the cases, which makes it very easy to send a case creation confirmation email to the customers. Moreover, the service cloud allows the customer service agents to respond from the case itself while the customers respond from their emails. Salesforce routes the emails of the customers back to the case so the agent can continue email back and forth the issue resolution. All of this gets technologically tracked and chronologically viewed in the case feed.

The application also inspires the creation, storage, and use of email templates for standard email responses to common case types. Beyond that, the support agents can create macros to record their repetitive actions and execute a set of actions just as needed by running the macros.

8. Omni Channel: Salesforce Service Cloud offers the feature of Omni-channel which helps in offering customer support through the numerous communication channels. Beginning from email, phone, and live agent chats through the web to the video chats, social media channels like Facebook, Instagram, Twitter, and more, the Salesforce service cloud helps in covering all channels.

The service cloud brings cases from a different set of channels and delegates them to the rightful customer service agents dependent on the preset conditions.

Conclusion:

The implementation of the Salesforce service cloud is a great option for all organizations that are looking forward to upscale their level of business. In addition to streamlining the customer service operations, it also ensures that the brand value of a company rises to greater heights.

If you wish to implement the Salesforce service cloud in your organization then Encaptechno comes with a team that has a wide experience of providing the Salesforce implementation services. Get in touch with the team to know more.

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