Published: 11 May 2022
Technical professionals must deploy different technologies to interact with customers while constantly improving their CRM customer engagement center. This report assesses how well Salesforce Service Cloud works for a customer service program, from basic implementation to smart decision making.
At its core, Salesforce Service Cloud is a case management system. It can be extended with other Salesforce products or add-ons such as Experience Cloud, Service Cloud Voice, Salesforce Digital Engagement and Einstein for Service to create a CRM Customer Engagement Center (CEC).
Service Cloud provides multiple tiers of case orchestration capabilities. Case Assignment Rules execute simple workflows, while Omni-Channel and Flow meet more complex requirements, especially for large organizations.
Organizations can follow a best-of-breed approach by combining Service Cloud with third-party applications, such as a contact center as a service (CCaaS), communications platform as a service (CPaaS) and
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