Enhancing Customer 360 With Better Service Management using Salesforce CRM

Abstract

In this age of global e-market, most of our transaction, buying or selling or both have become online through various ecommerce websites and mobile application. The most important phase during these transactions is proper and effective communication between the parties involved in these transactions. To bridge the gap between the parties involved in these transactions comes ‘‘Sales force Service Cloud.’’ The service cloud makes things easier and manageable for the customer and the service provider. In this project, we have used various features of the Salesforce cloud to effectively provide customer service. These features include Omni-Channel, Case Management, Knowledge Base, Process and Routine Automation, Service Analytics, Self-Service Communities, Einstein Bots, etc. Agents no longer need to use multiple resources to manage a case. All the information for case management is available on one platform. Similarly, for customers, knowledge articles, public communities, and platform independent complaint registration and case generation make it easier for them to solve their problems.