Explain Integrated Strength of Salesforce Service Cloud

Integration is the hallmark of Salesforce products.

 

Businesses use many software and apps to complete their business processes. When a business adopts Salesforce Service Cloud, it might need to be integrated with the already in-use platforms or the platforms that a company might adopt in the future.

 

That is possible only due to the integrated strength of Salesforce Service Cloud.

What is Cloud Integration?

Cloud integration is the coming together of applications and data from various sources so a company can use them more effectively.

 

Integrating different cloud services allows the data to be synchronized across these different apps for better management, access, and automation.

Integration with Other Salesforce Clouds

First of all, we are going to discuss the service Cloud’s integration with other Salesforce Clouds and how that helps companies.

 

1. Integration with Sales Cloud

 

By integrating Service Cloud with Sales Cloud, companies can bring their sales and customer service teams together allowing for better collaboration. It also gives a 360-degree view of customers.

 

2. Integration with Data Cloud

 

Data Cloud allows a unified view of data. Users can benefit from the same data source eliminating any misunderstandings or errors.

 

3. Integration with Experience Cloud

 

Experience cloud allows companies to make customer communities. By integrating Experience Cloud with Service Cloud, knowledge can be made available to the customer. This not only decreases agent load but also boosts customer satisfaction.

 

4. Integration with Marketing Cloud

 

Integrating Marketing Cloud and Service Cloud allows for deeper insights. Companies can learn what resonates with customers. This allows them to change their marketing and customer service strategies accordingly.

Telephony Integration

Telephony refers to the integration of telephone systems with Salesforce. Through it, users can manage phone calls directly from within Salesforce.

 

There are two ways to do that for Service Cloud.

 

Service Cloud Voice

 

Service Cloud Voice is built natively for Salesforce Service Cloud. It comes pre-integrated with Amazon Connect. It can also be connected with a third-party managed package. Automatic transcription and Omni channel widgets showing digital conversations are also part of Service Cloud Voice.

 

Salesforce Call Center

 

Salesforce Call Center uses CTI to work. CTI means Computer-Telephony Integration. By installing a CTI package from AppExchange, you can make calls from Salesforce Service Cloud.

Third-Party Apps Integration

There are many third-party apps that a business might be using for their customer service or other functions. Perhaps, they have unique functions or are a better fit for the company. 

 

Having them integrated with Service Cloud allows businesses to benefit from their unique functions while managing customer service centrally. Some of the important third-party apps that can be integrated with Service Cloud are:

 

- Mailchimp

 

Mailchimp is a newsletter management platform. It allows for the creation and management of email ad campaigns.

 

- Trello

 

Trello is a project management tool that allows companies to visualize their projects and tasks.

 

- CloudTalk

 

This is a Cloud-based call center software that can be used by both sales and support teams.

 

- JivoChat

 

Jivochat provides a live chat solution for websites.

 

- Sprinklr

 

This allows companies to manage and enforce their social media strategies.

 

- Hubspot CRM

 

Hubspot is a sales tool that allows the management of customers and leads.

Conclusion

Salesforce Service Cloud helps companies offer top-notch customer service to their customers. The strength of this platform not only comes from its robust features but also the fact that it can be integrated with a wide variety of Salesforce and non-Salesforce products.