Salesforce Service Cloud

Connect every team member to the data they need—in every channel, from any location.
Business is about relationships—we help drive engagement, build trust, and grow revenue.

Service Cloud Business Benefits

What’s in it for your organization?

Speed & Refined Support Case Resolution

Equip support teams with the accurate, comprehensive 360° customer views they need to resolve issues consistently and faster than ever before.

Empower ‘Self-Service’ Customers

Build and leverage relevant, engaging online portals and communities that invite customers to ‘help themselves’ to articles and experts, freeing your reps to focus on critical support issues.

Engage & Delight Customers

Meet your customers where they want to engage, delivering customized, omnichannel support, including messaging, chat, and social.

Boost Field Support Speed & Performance

Drive customer satisfaction in the field with 360° customer views that ensure the right technician handles the right cases, creating real-time work orders, remotely dispatching field calls, and monitoring performance levels.

Supercharge Support Team Efficiency, at Scale

Transform customer relationships, agent happiness, and ROI by leveraging the predictive AI built into service cloud for every support team member.

Tokara Delivers Service Cloud

Features & Functionality

Customer Service

Leverage productivity tools, dashboards, and built-in AI-powered analytics, customize and automate service and approval processes, and speed case resolution with the right rep for the right case.

Digital Channels

Connect with customers where they want to engage with you—leverage mobile messaging, AI-powered chat support, real-time resolution on social networks, and more!

Self Service

Equip customers with the personalized resources they’re looking for in online portals and communities so your support teams can prioritize complex cases.

Field Service

Revolutionize onsite support, equipping reps to instantly create work orders, access expert references, track SLA data, optimize scheduling and job assignment, remotely manage jobs from mobile devices, and leverage AI-powered image recognition to boost initial fix rates.

Service Cloud Addresses Today’s Top Business Drivers

Critical Findings on
World-Class Service

Upsell Opportunities Beckon for Service Reps (over Sales)—

With customers expected to engage with service/support reps on average 5x more frequently than they do with sales, Nucleus Research found that of the companies they analyzed, 80% indicated willingness to purchase through service if their reps were able to provide relevant, customized recommendations based on complete knowledge of their history with the company (Nucleus Research, “Tying CRM to Customer Service,” Molra Smalley).

5X
more customer engagement with services/support than sales

Service Cloud Transforms Agent Productivity

Respondents to the most recent Salesforce Customer Success Metrics Survey indicate 34% higher agent productivity with Service Cloud.

34
higher agent productivity with Service Cloud

Salesforce Drives Customer Delight

The 7000+ randomly-selected respondents in the (above) survey report a 32% increase in “customer happiness” using the comprehensive customer support software.

32
increase in “customer happiness

Connection & Collaboration Take Center Stage

Top teams are smashing silos, fueled by rising expectations and demands by customers and prospects for ever-more relevant, connected, and customized information and experiences across departments and channels. More than 80% of teams cite centralized, connected visibility into data across the customer journey as critical to sales success.

80
of teams cite data visibility as critical
Read the survey report*

*Note: Access to the 2018 “State of Sales” survey report is gated by Salesforce; form completion is required to view the report in its entirety; however, enabling cookies will ensure access to all Salesforce gated content with completion/submission of only one form.

”My Tokara consultant and his team understand me, our Salesforce organization, and us as a company—we need it to be right, but we can’t spend millions of dollars re-architecting our whole organization every time we want to do a project. Now, we are completely in synchronization with zero errors and have a much more robust integration schedule. The team at Tokara has ... exceeded all my expectations.

Chief Technology OfficerFine Arts Retailer

Tokara Suggests Service Cloud

Resources & References

KNOWLEDGE LEVEL: BASIC TO INTERMEDIATE

Salesforce Video Selections: Top Service Picks from Dreamforce:

  • Service Cloud Keynote: Customer Service in the New Age of Service
  • Field Service Lightning Keynote: Transform Field Service for the New Mobile Workforce
  • Key Findings from the Service Cloud Lodge and Field Service Lightning Station
KNOWLEDGE LEVEL: INTERMEDIATE TO ADVANCED

Salesforce Field Technologies: The Future of Field Service (eBook):

  • Prioritizing Top Field Service Strategic Initiatives
  • IoT and Augmented Reality (AR): The Movement to Predictive Service
  • A Look Ahead: Field Service Leaders Share Their Next Tech Investment