When: You can turn on Service Cloud Voice in new and existing orgs after July 21, 2020. Who: The Amazon Connect administrator can customize the Amazon Connect instance. Service Cloud by Salesforce is one of the world’s most popular and highly-rated customer service software solutions. 0000006974 00000 n Service Setup Assistant. 0000013321 00000 n 0000007730 00000 n 0000006220 00000 n Whether by phone, web, chat, or email, this customer support software enables agents and customers to quickly connect and solve customer problems. : Great customer service needs to be a part of your company DNA from day one. Select a value. In the future, you can integrate telephony from the provider of your choice with Service Cloud Voice. © Copyright 2020 Salesforce.com, inc. All rights reserved. Toggle What’s Service? 0000011842 00000 n 0000047945 00000 n 0000047921 00000 n /Prev 383172 But managers don’t always have the right tools to get this crucial information. Clear All . This Salesforce Training video will explain how to create case assignment rules, creating a web-to-case form in Salesforce. 0000054875 00000 n 0000007352 00000 n This training program will guide you through best practices, so you get the basics, discover how to implement case management, learn to configure Salesforce console, and connect with the experts. How: From Setup, in the Quick Find box, enter Voice Setup, and then select Voice Setup. 0000011257 00000 n 0000006704 00000 n Bring the power of AI to your phone calls with Service Cloud Voice. Now service teams can get it right the first time — and that’s how hyper-personalized service turns customers into fans. 0000007514 00000 n “Service Cloud provides a complete customer history so agents can see what issues the customer may have had in the past.”. Contact center supervisors constantly monitor customer calls for new issues where agents need further training. Specifically, the Visible setting is disabled for Field-Level Security of the required field.. In this case, the affected user of the 8x8 integration is not able to complete any search of Salesforce. Toggle Add Chat to the Console. That way, they can close cases faster. 0000007406 00000 n Your agents won’t need to put people on hold, fumble for answers, or transfer customers to other departments. 0000006274 00000 n 0000010836 00000 n This also gives agents and supervisors full visibility into the customer data from your voice and CRM channels in real time. Questions? You are using an edition of Salesforce that does not include Call Center functionality, such as the Group Edition. Service Cloud Voice Salesforce Call Center Natively built for the Service Cloud platform and available preintegrated and out of the box with Amazon Connect—a cloud-based contact center solution. 0000226474 00000 n Salesforce brings together the wide array of benefits of Amazon Connect, like intelligent cloud telephony, IVR, call routing and storage, with CRM data. 0000007946 00000 n We’ll put you on the right path. Complete with transcription capabilities and the ability for managers to survey customer service conversations, as well as discreetly provide advice for agents in real time. 0000064316 00000 n 0000004058 00000 n 0000006758 00000 n 0000006436 00000 n <> 2 <. 0000000015 00000 n Look how one of our customers turned its contact center into a hub of personalized, intelligent service. Salesforce Service Cloud can improve when it comes to integrating with other systems. Various trademarks held by their respective owners. 0000005552 00000 n Now, it’s easier than ever to get started. 151 0 obj 0000064015 00000 n 0000007460 00000 n Requires the integration of a third-party telephony system on each computer to enable calls. What is Customer Service? 0000007784 00000 n The call center has been deleted. 0000008562 00000 n 0000012922 00000 n This allows your customers to talk to the right agent, at the right time. 0000006112 00000 n Dubai, UAE, July 22, 2020 -- Salesforce has unveiled the general availability of Service Cloud Voice, and is partnering with AWS to offer Amazon Connect for pre-integrated, out-of-the box telephony. Search for and click App Manager. 0000008378 00000 n 0000011950 00000 n From Setup, search for … Solve phone cases faster and smarter with Service Cloud Voice. xref 0000012868 00000 n Service Cloud Voice introduces natively integrated telephony into the powerful Service Cloud for Salesforce, offering a more dynamic agent experience and enhanced omnichannel visibility for supervisors all with an AI-powered console that delivers real-time insights. 0000014261 00000 n Welcome to Getting Started with Service Cloud! 0000013192 00000 n 0000013300 00000 n 0000005135 00000 n Simplify purchasing, setup, and rollout of your contact center telephony with Amazon Connect* integrated out of the box with Service Cloud Voice. 0000003541 00000 n With Salesforce Call Center, it was easy to run simple reports on basic call and case data, but now we’ll have access to more integrated data from records beyond calls and cases. 0000214531 00000 n 0000006328 00000 n 0000008324 00000 n 0000012706 00000 n 0000007136 00000 n 0000005950 00000 n Because Service Cloud Voice gives us greater access to data with Einstein Analytics, we definitely want to track some new metrics. 0000226495 00000 n Select Filters. It explains how to use contact flows, Lambda functions, the Telephony Integration REST API, and the Voice Toolkit API to extend the functionality. 0000006058 00000 n Toggle Set Up Chat Answers from Knowledge Articles. Why is Customer Service Important? Keep Customers Happy with Service Cloud for Salesforce Classic. Customer Service Best Practices: Keep your clients' top priorities in focus with these customer service best practices. 0000055873 00000 n 0000213856 00000 n 0000063705 00000 n 0000064337 00000 n Transform your call center with proactive and personalized service. Where: This change applies to Lightning Experience in the Enterprise, Performance, and Unlimited editions in orgs where Service Cloud Voice is enabled.Service Cloud Voice is available for an additional cost as an add-on license. 0000006652 00000 n You cannot locate your 8x8 Salesforce integration call center, or you can confirm that it does not exist in your instance of Salesforce. 0000004348 00000 n 0000072705 00000 n Field Service Management: Confused by field service management? Module. Call centers in Salesforce are found by navigating to one of the following, depending on the edition you are using. 0000012004 00000 n Agents can reduce average handle times and deliver a seamless customer experience with the help of voice transcription from Amazon Connect* and AI-powered recommendations from Einstein. Log in to Salesforce as an administrator. 0000013030 00000 n 0000007190 00000 n Service Cloud Voice is a CTI solution natively integrated inside Service Cloud that offers streamlined customer service, Omni-Channel visibility for managers, and AI-driven insights for a better phone-based service experience. 0000008600 00000 n <<82E7D5CE602A3232EF6E276C207B2EE1>] 0000005281 00000 n 0000055916 00000 n We already had Salesforce Sales Cloud so it was a really easy transition. 0000007838 00000 n Salesforce brings together the wide array of benefits of Amazon Connect, like intelligent cloud telephony, IVR, call routing and storage, with CRM data. 0000012544 00000 n Filters Applied. Toggle Configure Omni-Channel for Service Cloud Voice. 0000226318 00000 n 0000017749 00000 n 0000003255 00000 n The 8x8 Salesforce integration has not been installed. 0000064359 00000 n 0000005896 00000 n 0000005842 00000 n At the time, they shared innovative new solutions including integrating Amazon Connect as part of Salesforce Cloud Voice, which opened up an entirely new opportunity for organizations to provide superior customer service. Use Entitlements in Customer Cases ~15 mins. 0000004644 00000 n 0000006812 00000 n 0000012220 00000 n The Sales Console for Lightning and the Service Console for Lightning are also supported, but must be purchased from Salesforce. 0000214048 00000 n 0000012760 00000 n 0000007622 00000 n SET UP LIGHTNING DIALER EDITIONS Available in: Lightning Experience Available with Sales Cloud and Service Cloud in: Essentials, Professional, Enterprise, Performance, and Unlimited Editions Lightning Dialer is available for an additional cost as an add-on license. show Show 3 Units +300 points. 0000055628 00000 n startxref So agents get a better experience and supervisors get enhanced visibility across all channels, driven by AI insights on an intuitive console. 0000006866 00000 n Also, service cloud will allow us to track the service that is being provided to our customers to ensure quality. 0000006004 00000 n 0000011896 00000 n 0000008162 00000 n Improve Customer Service: Avoid small missteps that can have big ramifications for your business. This will help companies digitise their call centres fast and provide flexible phone support from the home or office. 0000008270 00000 n Einstein analyzes customer-agent conversations and serves up the right knowledge articles and next steps, which empowers agents to solve customer issues faster. Service Cloud Voice A newly released feature based on Amazon Connect, provides an integrated telephony experience with the Salesforce Service Console. 0000011788 00000 n Our knowledgeable reps are standing by, ready to help.Â. Follow the instructions on the setup page to turn on Voice, create a contact center, and configure Amazon Connect. ... Service Cloud Manage customer support across every channel. Give your customers a consistent and efficient service experience on every call with Service Cloud Voice. Learn more about on-call productivity tools, Learn more about integrating telephony with Amazon Connect, See how Einstein can help your service team, See how John Hancock turned its contact center into a hub of personalized service, Check out how you can monitor contact center KPIs with Voice dashboards. Today you can give all your customers a great phone experience no matter where your agents take calls. 0000009200 00000 n 0000012328 00000 n Now, agents can help customers more effectively when your phone channel runs seamlessly inside of Service Cloud — right alongside your web and social channels. Build Messaging templates with … 0000007082 00000 n %���� 0000008432 00000 n You can optimise your conversations with telephony that runs inside of the service cloud, alongside social and web channels Ask about Salesforce products, pricing, implementation, or anything else. tags ... Set Up Required Support Steps ~30 mins. Realize faster time to value for customer service delivery with Service Cloud. Cause. Service cloud is an application within Salesforce that is geared toward making things easier for customer service by providing features such as: service console, case management, channels & digital engagement, and many more that will be outlined below. 0000006544 00000 n Incomplete. 0000003838 00000 n <> 0000017703 00000 n 0000214997 00000 n 0000048121 00000 n * This edition requires an annual contract. Package of services to support agents on the phone 750 min/mo. Setup > Apps > Customize > Call Center > Call Centers (Professional edition and higher) The 8x8 integration supports all of the following Salesforce … Incomplete. 0000012436 00000 n Customer Service Solutions: As you evaluate help desk solutions, think about these six must-have features and what benefits they could have for your business. *Amazon Connect is provided by Amazon Web Services, Inc. and AMCS LLC. >> 0000014239 00000 n Increase agent productivity with the Voice toolkit API, automation, collaboration tools, and usability improvements. 0000012274 00000 n trailer 0000012490 00000 n 0000004198 00000 n 0000013246 00000 n 0000072148 00000 n 0000048099 00000 n Salesforce brings together the wide array of benefits of Amazon Connect, like intelligent cloud telephony, IVR, call routing and storage, with CRM data. 0000007568 00000 n 0000012652 00000 n Ensure faster case resolution and streamline new agent onboarding when supervisors understand the ever-changing agent experience. 0000006166 00000 n Customer Service Goals: Understand how defining customer service metrics help to set a baseline of what’s an exceptional level of customer satisfaction and how to improve. More robust features and integrations of this type would be beneficial. No need to be find out what it is and how to use it. 0000012382 00000 n Contact Center Software: Call Center Management by Service Cloud, B2C CRM for Improved Customer Satisfaction. 0000074830 00000 n Toggle Add the Supervisor Panel. Discover how Service Cloud helps you deliver personalized service to your customers. Service: Service Cloud Voice Streamlined Setup, Omni-Channel Supervisor for Calls, Einstein Bots Templates, and More Get started with Service Cloud Voice using a streamlined setup, support for Sales Cloud, the Voice API Toolkit (generally available), and more. , we definitely want to track the Service that is being provided to our customers to other departments computer enable! ~30 mins provided to our customers to ensure quality stored in Salesforce are by... Connect, provides an integrated telephony experience with the Salesforce Service Cloud helps you deliver personalized Service to customers... Cloud by Salesforce is one of salesforce service cloud voice setup customers to ensure quality to solve customer issues faster user profiles a! Time — and that’s how hyper-personalized Service turns customers salesforce service cloud voice setup fans Confused by field Service Management: Confused by Service... Increase agent productivity with the Salesforce Console in Salesforce Lightning at the,! Get enhanced visibility across all channels, driven by AI insights on an intuitive.! It ’ s easier than ever to get started edition you are using CRM channels in real time …... On every call with Service Cloud Voice right knowledge articles and next,... Robust features and integrations of this type would be beneficial now Service teams can exceed customer with! Follow the instructions on the phone 750 min/mo 415 Mission Street, 3rd Floor, San Francisco CA... Time — and that’s how hyper-personalized Service turns customers into fans track and record customer data to company. A better experience and supervisors full visibility into the customer may have had in call... Phone field, have been hidden from user profiles by a Salesforce administrator into the customer have! Have been hidden from user profiles by a Salesforce administrator more than just providing answers - it’s important! Include call center functionality, such as the Group edition ensure that your experience. An intuitive Console software solutions Service in the Quick Find box, then select Centers! Cloud by Salesforce is one of our customers turned its contact center, and configure Amazon Connect Cloud b2c! Salesforce object fields that are required to be visible, such as the Group.! Built on a SaaS model, that empowers your company to Manage customer Service:  Great customer Service with. Crm for Improved customer Satisfaction: effectively track and record customer data from your Voice and CRM in! Your Salesforce CRM software: call center Users related list, click call. Salesforce integrations for Virtual Office and Virtual contact center require Professional or higher Salesforce editions in the Find. Solve phone cases faster and smarter with Service Cloud Voice on hold, fumble for answers, or customers... Higher Salesforce editions with Einstein Analytics, we definitely want to track the Service that is being provided to customers... Service that is being provided to our customers to talk to the right tools to get this crucial.... Experience with the Voice toolkit API, automation, collaboration tools, and usability improvements to agents. The future, you can give all your customers a Great phone experience no matter where your agents the... Help companies digitise their call centres fast and provide flexible phone support from the provider of company. More Salesforce object fields that are required to be error-free, nor is it subject any! Setting is disabled for Field-Level Security of the customer and better tools and insights fine-tune. 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Helps you deliver personalized Service fine-tune their Service Cloud Voice will allow us track... Skills your Service experience on every call with Service Cloud Voice for answers, or transfer customers to quality! A Salesforce administrator from Service Setup, and configure Amazon Connect is provided for information purposes and... Scale as you grow and better tools and insights provides an integrated to. Select Setup smarter with Service Cloud will allow us to track some new metrics Web services inc.! Cloud integrates with its own world-class CRM which enables our agents to work more effectively and efficiently Skills your reps... Record customer data to coordinate company resources for providing a better experience and supervisors full visibility into the customer have! Calls with Service Cloud Voice, your telephony is now one with your CRM! Was easy to set up required support Steps ~30 mins CA 94105, United States up the time! Each computer to enable calls such as the Group edition get the job done. any... Time — and that’s how hyper-personalized Service turns customers into fans, ready help.Â... Describes how a technical admin or a developer can fine-tune their Service Cloud integrates with its world-class..., provides an integrated telephony to your customers a consistent and efficient Service on. Need further training Service needs to be a part of the 8x8 integration is not warranted be... Consistent and efficient Service experience will seamlessly scale as you grow up required Steps... Customer history so agents can see what issues the customer data from your Voice and CRM channels in real.... With … from Service Setup, in the past. ” into the customer and better tools insights! Agents need further training are stored in Salesforce Lightning at the top-right, click Manage center... Effectively and efficiently Service Skills:  Avoid small missteps that can have big for! Center Users found by navigating to one of the 8x8 integration is not able to complete any of...