Salesforce Service Cloud

Your #1 Resource for Service Cloud Implementations Integrations Development Consulting Support Training Reporting

We’re here for you every step of the way

Evaluate

We’ll help evaluate whether Salesforce is a good fit for you. We’ll find the right clouds and supporting applications/integrations you need to accomplish your business goals.

Design

We will design an effective system that empowers users while providing leadership with the insights on the overall performance they need to make business decisions.

Build

The solution is built in a transparent manner where you understand what is being built and why design patterns are being used, so you can successfully and fully own the product.

Training/Adoption

We want you to get the most out of your investment and will provide the stakeholders and product owners with the training and tools to measure and encourage the adoption of Salesforce.

Measure

We’ll provide you with metrics to understand what’s working well and what can be improved, so you can plan and be agile and respond to changing market conditions.

Service Cloud Implementation & Consultation Services

Service Cloud Implementation

Your Service Cloud implementation is one of the most important things you can do to ensure your success with your CRM. Our implementations take you through the core components and allow for additional support as needed. We want to make sure you start off on the right foot. Start making your customers happy with the world’s #1 service platform.

Service Cloud Implementation

No matter your company size your Salesforce Service Cloud Implementation needs to start on the right foot. We’ll work with you to uncover your needs and identify the various features and configurations of Service Cloud that need to be utilized in order to provide your customers with top-notch customer service while also allowing your agents to be as productive and efficient as possible.

Omni-Channel Case Management And Digital Engagement

With the power of Service Cloud, you can be connected to your customers in more ways than ever and be sure that your cases are intelligently routed through Omni-Channel. With Digital Engagement, you can expand your reach by allowing your customers to connect with you through SMS, Chat and Social Media. Across numerous communication channels, we can configure Service Cloud to ensure your customers’ voices can be heard and their Cases can be routed to the correct agent.

Customer Community Implementation

Now more than even, Customers expect to be able to connect with you around the clock and want the ability to get answers when they need it. Through a Customer Community, you can enable your customers to view the status of their Cases, respond to those Cases at their convenience and be able to gain access to the information they need to solve their own problems. We’ll help you identify the elements of your Service Cloud instance that should be exposed through a Customer Community to allow your Customers to gain insight into their Cases, change their Contact information and gain access to information that helps them solve their own problems without needing to submit a Case.

Einstein for Service

Ready for AI? Einstein for Service Cloud allows you to scale customer service with Einstein AI. Make customers happier and make agents more productive with AI-powered predictions, recommendations, and chatbots on digital channels. Whether it’s utilizing Einstein Chat Bots to help customers resolve routine issues or leveraging Einstein Next Best Action to deliver recommended actions, in real time, in the agent workspace, we can help you harness the power of Einstein to take your support organization to the next level.

Knowledge Base Implementation

If your support agents are spending precious time answering routine questions, an external Knowledge Base can give your customers the information they need, when they need it while reducing your organization’s case load. In addition to setting up an external Knowledge Base, we can also help transform your organization’s collective understanding of your business from tribal knowledge to institutional knowledge. Let us help you transform your organization’s Knowledge management.

Entitlement And SLA Tracking

Do you know exactly how long it takes your agents to respond to a Case or if your customers are receiving the correct level of attention when submitting their Cases? Enter Service Cloud Entitlements to the rescue. We’ll help you establish the different service levels that should be considered when servicing your Clients. With Entitlements, we can configure Service Cloud to ensure your agents are alerted when Case SLA violations are approaching or when they occur and notify the necessary individuals to ensure proper action is taken.

Service Cloud Consulting Services

The landscape of your business and your customer’s expectations of your support organization are constantly changing, we’re here to help make sure that your Service Cloud processes can change with you. Let our trained and Salesforce certified Service Cloud experts help you maintain your investment in Service Cloud.

Ongoing Service Cloud Admin Support

You and your team were hired to carry out very specific duties within your company and Service Cloud administration, optimization and configuration were most likely not included in those job descriptions. As certified Service Cloud experts, we exist specifically to support your Salesforce needs on an ongoing basis. Let us take care of Service Cloud administration while you take care of running your business.

Ongoing Service Cloud Development Support

If your Service Cloud instance includes or requires a fair amount of custom development, from Apex Triggers to Lightning Web Components, our developers are here to help maintain your custom code as well as support new features that are programmatic in nature.

Service Cloud Training

Service Cloud is updated 3 times per year and each update contains hundreds of new features that dramatically improve the way in which users can interact with their CRM on a daily basis. Whether it’s a matter of being up-to-speed with the latest and greatest capabilities of Service Cloud or if it’s just a matter of wanting to allow users to have a better understanding of how they can work with the system they currently have, we can provide the training necessary to reduce the knowledge gap.

Service Cloud Adoption Services

When you move forward with Service Cloud, you’re investing a significant amount of time, energy and financial resources to make that investment successful, make sure you have the tools to measure and encourage adoption amongst your end users. We can help you measure current adoption rates, identify bottlenecks and get the feedback necessary to determine the steps that can be taken to improve adoption, standardize processes and increase efficiencies to maximize ROI.

Salesforce Service Cloud Lightning Migration

The Lightning Experience is an incredibly powerful UI/UX that offers admins and developers a litany of tools to improve the end user experience. If you’re currently using Salesforce Classic, we can help map out your move to Lightning Experience and optimize it to fit your needs as they were met in Classic and beyond.

Service Cloud Triage

It happens to the most organized companies, you’ve found yourself in a scenario where your Service Cloud instance is on life support. Whether you had a poor experience with your initial implementation or it’s just become too customized over the years and is no longer functional, we’re here to help. We can help untangle your instance and chart the course to having an instance that delivers on the vision you had for it when you first adopted Service Cloud.

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What is Service Cloud

With Service Cloud, you can choose how your customers reach you—by email, phone, social media, online communities, chat, text, and more. To keep your customers satisfied when they do contact you, Service Cloud makes sure that your agents have all the tools they need to respond efficiently to customer questions and requests. Service Cloud boosts agent productivity, allows communication on multiple channels, and supports solving issues in the field.

Roycon, a Salesforce consulting partner

We're an Austin-based, Salesforce implementation and consulting partner, specializing in custom Salesforce solutions, business analysis, custom development, training, implementations, and integrations.

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