Top Salesforce Service Cloud Features

What are the Best Salesforce Service Cloud Features?

Phone System Features

Inbound Calling
Outbound Calling
Local Calling
International Calling
Three-Way Calling

Call Management & Administration

Call Waiting
Call Forwarding
Call Hold
Call Transfer
Call Redial
Call Popup
Call Back
Call Mute
Call Flip
Automatic Call Distribution (ACD)
Concurrent Call Sessions
Instant Response

Call Routing Types

Omnichannel Routing

Customer Relationship Management (CRM) Features

Case Management
Account Management

Lead Management

Lead Generation

Supported Channels

Voice
Chat/IM
SMS
Email

Chat/IM Management

Chatbots

Reporting & Analytics

Call Log Reports
Progress Reports
Dashboard
Call Analytics
CX Analytics
Lead and Opportunity Tracking
Call Monitoring
Call Scoring
Call Summary

Customizable Items

Custom Reports

Document Management

File Sharing
File Transfers

Drag-and-Drop Builders/Designers

Workflow Builder

Workflow Automation

Multi-Level Approval Workflows

Systems/Administrative

Storage
Work Offline
Sandbox

Data Management

Database Maintenance

Identity and Access Management (IAM)

Role Based Access Control (RBAC)

Governance, Risk, & Compliance (GRC)

Quality Management

Integration Options

APIs
Computer Telephony Integration (CTI)

Third-Party Integrations

Salesforce

Microsoft 365

Microsoft Outlook

Google Workspace

Gmail

Content Management System (CMS) Features

Knowledge Management

Learning Management System (LMS) Features

Examination Management

Course Management

Course Library

After-Sales Service

Phone Support
Chat Support
Help Center
Training/Tutorial
Product Guide/Manual
Advisory Services

Project Management Features

Workflow Management

Salesforce Service Cloud Top Features Related Review

Greg

Reviewed on 7 November 2019

Reliable but takes some time to learn it all

The software’s range of tools puzzled our team. Nonetheless, the long period it took to serve us was amazing. It is a great time and space saver. Its optimization could be better though.

Pros

The interface is interesting, it is inexpensive in terms of usage, and the tech service is top class.

Cons

A rather puzzling range of tools, its performance is horrible, and the optimization is incredibly terrible.

View All Salesforce Service Cloud Reviews

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