Service Cloud

Service Cloud offers you a competitive advantage through consistent communication across web, social media and contact centers.

Have a better understanding of your customer needs and provide them with the right answers via your service channels and devices at any time. Service Cloud makes it easy to keep customers loyal to your business, provide good customer service, and quickly adapt your business processes to changing demands.

The Service Cloud combines web self service, knowledge management, cross-channel contact center and policy automation in one solution. With Web Self service, your customers can find answers to their problems around the clock. If this is not enough, they can contact your agents through all the service channels you offer to them.



Die wichtigsten Funktionen der Service Cloud

Knowledge Management
  • Content Creation
  • Semantic Search
  • Solution Wizards
  • Knowledge Analysis
  • Built-in Apps
  • Knowledge APIs
  • Guided Assistance
Contact Center for all channels

(Cross-Channel Contact Center)

  • Email Management
  • Guided Assistance to Customer interactions
  • Social Contact Center
  • Mobility of Service Agents
  • Unified Desktop for Service Staff
Customer Service on the Internet

(Web Customer Service)

  • Web Self-Service
  • Self-Service via Social Media
  • Email Support
  • Live Chat
  • Co-Browse
  • Smart Engagement
  • Guided Assistance
Policy Automation
  • Dynamic Interviews
  • Compliance Management
  • Rule Modelling
  • Policy Lifecycle
  • Policy Analytics
  • Determination Services
  • Experience Management
  • Expandability and integration
  • Hosting and Operation

Excellent customer service on every channel

With Web Self Service, you can offer your customers answers to their questions 24 hours a day. 72% of all customers prefer web and mobile self-service when interacting with a company.

If this is not enough, Self Service can be combined with an assisted service such as Live Chat, Co-browse, Mobile App or Social Networks.