Salesforce Service Cloud » Week 1 » Reports, Dashboards, And Customer Success In Salesforce

Q: How does the Service Cloud differ from the Sales Cloud?

Yes! Service Cloud is a Salesforce app designed for customer service and therefore focused on the Customer Success stage of the sales process.

Q: What is a Service Cloud case?

Yes! Cases are one of the most important features in Service Cloud.

Q: What is a Service Cloud Knowledge Base?

Yes! These allow customer support team members to put together resources to help solve customer cases.

Q: What is the Service Cloud Service Console?

Yes! There are several distinguishing features of the Service Console that are designed specifically with customer support team members in mind.

Q: How and why would a Customer Success Manager use Salesforce as a business user?

Answers may vary, but could include: A CSM might spend most of their time in Salesforce using the Service Cloud. Service Cloud provides tools to help companies support customers with questions, complaints, and inquiries. Tools that CSMs regularly use to provide customer service include: <ul> <li> Cases – When a CSM receives a complaint from a customer via email, the CSM creates a case in Service Cloud to manage the complaint. </li> <li> Knowledge Bases – When a CSM receives a lot of customer questions about a particular product feature, they might use Service Cloud knowledge articles to write a customer-facing article to help customers. </li> <li> Service Console – When a CSM wants to see a personalized view of each customer and their case. </li> </ul>