salesforce service cloud

Service Cloud enables comprehensive, multi-channel support to handle customer requests for support or service, replacing email inboxes with a cloud-based console.

What you’ll achieve with Salesforce Service Cloud

  • Integrate customer support requests from multiple channels into a single, centralized ticketing system
  • Resolve customer support requests faster by automating repetitive tasks such as sending reminder emails, typing common messages, and updating related records 
  • Track performance against service level agreements to ensure agents are meeting commitments to your customers
  • Integrate your support processes with sales for an improved customer experience
  • Link service and support to assets, equipment, and orders for a holistic approach to customer service
  • Automatically route support requests to the appropriate agent or team based on skills and availability
  • Establish a knowledge base for common problems and resolution procedures
  • Track key metrics, measure customer satisfaction, and identify trends or areas for improvement
  • Coordinate marketing activities with support processes

What to expect

Creative Sparq works with you to implement Salesforce Service Cloud and automate your service team processes in 5 steps:


Business process analysis

Together with your leadership team and subject matter experts, we work to uncover:

  • How service requests and incidents are logged, assigned, resolved, and communicated
  • How knowledge and procedures are captured, stored, and maintained
  • How you manage service level commitments
  • How customer feedback is captured and how dissatisfaction is addressed
  • How service teams interface with sales and operations teams

After identifying the strengths and opportunities in your existing customer experience process, we then design enhanced processes that:

  • Retain and capitalize on the strengths in your existing processes
  • Introduce solutions to roadblocks in the customer experience
  • Streamline inefficiencies and automate manual activities
  • Produce reliable reporting and analytics that drive improved decision making


Customize and configure

Once your business processes analysis is complete, we then customize Service Cloud to enable your enhanced business processes, leveraging:

  • Case management features, email-to-case, web-to-case, agent consoles, knowledge management, omni-channel routing, and telephony integration
  • Automations and workflows to replace repetitive tasks and eliminate rekeying
  • Custom user interfaces that optimize the user experience


Data migration

If you’re currently using other tools, we clean, standardize, and migrate your data from previous tools into Service Cloud so that users can easily begin using the new system, while ensuring that Service Cloud reporting includes historical information.


Training and roll-out

We train your teams to use Service Cloud effectively and consistently. Administrator training is also offered so that you have dedicated internal support to perform day-to-day maintenance of the system.


Support and sustainment

As your business evolves and processes change, you can access Creative Sparq’s skilled administrators to implement enhancements at the pace you need.

Connect with us

Want to know more about Service Cloud?

Fill out the form below to request a free discovery call on how you can enable multi-channel customer service and support: