Salesforce’s flagship solution Service Cloud is the #1 customer service application that has been helping leading B2B & B2C service providers manage customer queries and resolve customer issues faster & smarter with process automation and AI-assisted support tools. Service Cloud has been pivotal in enabling service agents to resolve customer cases faster with a 360 view of the customer case, resulting in faster and more accurate resolutions.
It covers round-the-clock service management tools to engage customers with multiple portals to route communications. It qualifies to deliver highly personalized support systems including gen-AI-powered service responses and recommendations to resolve customer challenges faster, reduce wait time & maximize ROI.
Service Cloud to Streamline Customer Service with Automation
According to a Salesforce study, 78% of customer service agents struggle with speed, sacrificing quality in customer interaction and, as a result failing the customer satisfaction index.
Salesforce Service Cloud automation provides personalized smart data-driven automation like easy email-to-case conversions to automatically create cases from incoming emails, spontaneously assigning cases to the right person based on skill set, thereby converting the entire case management into a self-regulated process. This led the service agents to spend less time maintaining spreadsheets & emails and shifting the focus more towards maintaining an uninterrupted helpline.
Let’s review the results:
- Today about 58% of customer service organizations report using Salesforce Service Automation
- They have achieved 48% faster case resolution
- Improved agent productivity by 47%
- Enhanced customer satisfaction by 45% with Salesforce service cloud
Thereby, delivering high-quality customer service requires all the customer data in your deck. Relevant data helps you understand your customers’ needs and preferences & personalize your customer support to achieve better results.
Redefining Service Agent Productivity with an AI Touch
Compared to previous years, around 45% of service organizations are now using AI tools to empower service agents to scrum their incident response cycle and resolve customer issues faster. The Generative AI-powered Search Answers feature helps customers swiftly find solutions by surfacing relevant answers from your Knowledge Base directly into the Help Center or chat with an autonomous bot. This not only saves agents time but also enhances customer satisfaction.
Additionally, AI-powered article recommendations improve agent efficiency by suggesting relevant knowledge articles right where they work. Agents can quickly access articles attached to similar cases in the past, resolving customer issues faster and boosting productivity. With these AI-driven tools, Service Cloud Einstein is revolutionizing service agent workflows for optimal performance and customer experiences.
Sounds exciting?
Well, it’s all to none if you do not have a solid data governance framework to source, tier, and optimize your Salesforce platform data storage. Salesforce Einstein tools use data that achieves 100% on the quality scores for the recommendations to flow. Check out this workflow diagram about how to maintain data relevancy by adhering to data standards for AI effectiveness in Salesforce
Workflow: Data Relevancy and Standards for Effective AI in Salesforce
Data Collection and ingestion
- Identify relevant data sources within Salesforce (leads, contacts, accounts, opportunities, and custom objects)
- Use Salesforce data import tools or third-party integrations to collect data from various channels.
- Ensure data integrity during the ingestion process (preventing duplicates and inaccuracies)
Data Cleaning and Storage Relevancy
- Storage Data Maintenance (Standardize formats, remove inconsistencies, and correct errors
- Data Tiering (Upkeep data based on its recency)
- Data Archiving (Keep old data records safe to a cheaper data resource)
Securing the Loop with Backups
- Choosing Backup & Recovery (An easy & reliable solution to protect the entire workflow)
- Scheduling a Regular Backup (Ensuring each record copy is ready for discovery)
- Upgrade Data Protection Across Orgs
(Having Org-to-Org seeding facilities to expand protection)
Data Standardization and Normalization
- Salesforce Data Cloud (Transform, govern, harmonize & unify data within Salesforce)
- Get AI Predictions within Einstein (Query and analyze data using insights)
- Einstein Predicts Customer Behavior (Using any channel, analyze, expand, and act on your data in Salesforce)
How Improved Data Standards will Help Service Agents to Maintain the highest customer service standards?
Improved data standards empower service agents or field agents using Salesforce service cloud consoles to uphold superior customer service by ensuring accurate, consistent, and readily accessible customer information. This enables agents to swiftly address customer needs, provide personalized assistance, and maintain a high standard of service efficiency and effectiveness.
How To Keep Every Customer Insights Intact Without Running Bottlenecks like Salesforce Data Storage Limitation
The pace at which the Salesforce Service Cloud tools convert emails-to-cases, as a platform manager you should allow ample space to accommodate each, with no interruptions in workflow. If your platform data storage limits are exceeded, there is an instant stop on the data update → leading to process downtime, delaying your service agents reaching out and resolving the customer delays.
Therefore limitation is one of the biggest challenges that Service Cloud customers and service agents face in order to have a complete view of the customer with related data. Let’s take a look at the challenges that Service Cloud customers are facing today while dealing with a massive volume of data in their systems that often goes unnoticed.
Limited storage: Like any other Salesforce app, in order to maintain platform performance, Service Cloud comes with limited data storage & often users run out of it.
High additional costs: Going for additional storage space is highly expensive as any extra storage comes with a significantly high price.
Performance degradation: In order to resolve customer queries faster, service agents need a high-performing system, but excessive data load makes the system slow & getting the customer data becomes time-consuming.
Slower data search: Data growth makes the system slow & it becomes extremely frustrating for service agents to search for relevant information fast to help customers with their queries. As customer interaction happens in real time, this becomes even more challenging.
Service agent productivity: When system performance degrades, service agents take more time to address a customer case. This results in addressing fewer cases at the end of the shift. This significantly impacts the overall productivity.
What Are The Common Archival Needs Of Service Cloud Customers To Maintain Data Relevancy In Salesforce?
In order to control data usage & storage costs, leading Service Cloud customers have adopted strategic data archiving approaches to maintain high service performance & agent productivity. If we see the common archival needs of Service Cloud users, we can categorize them into three parts: Archive, View & Restore.
Archive
- Set 3-5 years old customer cases
- Email-To-Case Archive only ‘closed’ or ‘cancelled’
- Exempt certain cases from archiving
View
- Ability to see archived cases in Service Console
- Seamlessly search archived cases & get all the details
- Showcase case history, case comments, email, tasks, etc.
- Ensure archived data is visible as per sharing rules
Restore
- Restore specific cases when needed
- Restoring ability must be controlled
- Ensuring all the related case information to be restored
- Any encrypted data to be restored
- No automated process to be applied to the restored data (Process Builder/Workflows etc.)
Archiving ServiceMax Data in Salesforce: A DataArchiva Use Case
ServiceMax is a field service management tool for enterprises that offer customer services to improve asset uptime with highly optimized in-person or remote service. This travel tech company using Salesforce for over a decade has found ServeMax to be quite effective in boosting their field service agent productivity with the latest mobile devices & knowledgebase for efficient decision making.
As ServiceMax produces massive datasets (customer cases, tasks, case activity, work orders, Q&A, etc.) that they deal with. To keep their Org health in check and maintain the customers needed an archival solution to manage this massive data to maintain high productivity of their ServiceMax agents.
As DataArchiva supports Salesforce data archiving for all major clouds such as Sales, Service, Pardot, and Industry including 3rd-party apps built on the Salesforce platform, it became a perfect tool to keep their Salesforce from running out of data storage limits. In addition to that it helped this Salesforce Service Cloud user to reduce over 85% of data storage costs and maintain application performance which eventually helps service agents enhance productivity with all the customer data in their hands.
Read the story of the world’s #1 hospitality & travel industry service provider & how they archived their Service Cloud data using DataArchiva, which helped them improve their service agents’ performance & address data growth challenges.
Supporting File Archiving in Salesforce Along with Backups
When field or service agents interact with Salesforce Service Cloud, it generates tons of files such as billing copies, price quotes, service agreements, service request forms, and photos or screenshots shared for reference via emails and chatter posts. Let’s say a service industry company hoards thousands of files for each customer cycle as a comprehensive record of communication for 3 years straight. Maintaining it within Salesforce has just increased the overhead file storage costs. Here’s where file archiving comes in handy.
It has been a huge help for service cloud users how DataArchiva could address their file archiving challenge as well. Check out how DataArchiva helped this consumer electronics giant gain voltaic agility after bulk archiving email messages in Salesforce.
NB: DataArchiva is a comprehensive data management solution for Salesforce that helps Service Cloud users old cases, tasks, email messages, field items, etc. to archive within external systems by leveraging (Azure, Heroku, AWS & GCP) or Salesforce Big Objects Storage without losing the data integrity & helps them retain data with 100% accessibility. It’s accompanied by an easy Backup & Recovery application in Salesforce which can automate data, metadata, and file backup processes for data protection; a handy application for any platform manager who prefers to have who prefers to have peace of mind regarding data safety and recovery.
Request a demo to find out how DataArchiva can help you reduce your data storage costs, enhance Salesforce app performance & ensure better governance. For more details on the app’s capacity click on the archiving datasheet of DataArchiva.
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