Traditionally, contact center technologies have been removed from the experts and knowledge found in the cloud. Yet already 50 percent of all service conversations are taking place in the cloud. The Service Cloud unites these two disconnected, yet vitally important, worlds to establish the new model for customer service. Capturing and funneling information from inside the enterprise and in the cloud into the knowledge base is at the heart of the Service Cloud. The Service Cloud is made up of seven main components around the knowledge base to gather, distill and disseminate the expert knowledge found in the cloud to customers, agents and partners:
â€¢ Community: Developing an online customer community is an integral part of the Service Cloud. The Service Cloud represents a fundamental shift in how companies approach their online presence - its not just a place to post information, but a community where customers can interact with each other have conversations with the company at large. Companies can easily set-up and maintain an interactive cloud community for their customers by leveraging new salesforce.com technologies such as Salesforce CRM Ideas and Force.com Sites as building blocks.
â€¢ Social: The Force.com platform enables the Service Cloud to connect to leading social networking sites such as Facebook, community forums, blogs and more. Through these connections, companies will be able to funnel this information directly into their knowledge base. The Service Cloud ensures that the company’s knowledge base has the most up to date support information sourced from community experts.
â€¢ Search: More times than not, customers begin with a Google search to find answers to their questions. By creating an active online community with the Service Cloud, companies can ensure that their site is one of the top results returned in a customer’s search. It is through the power of Force.com sites that the expert knowledge of the community is made available in search engine results.
â€¢ Partners: Using the Service Cloud, companies can now share all of the information in the knowledge base quickly and easily with their partners. Cloud computing’s unique model has enabled salesforce.com to easily and securely connect separate Salesforce CRM deployments, allowing companies to share cases, contacts, and company information, without the need for complex integration software.
â€¢ Phone, Email and Chat: The Service Cloud will give agents access to knowledge in the cloud, regardless if they use phones, email or chat to service customers. By providing the contact center with the same knowledge found in the community, the Service Cloud ensures that the quality and cost of service across every channel is strengthened by the expertise of the community.