Learn how to quickly set up some of the main Service features in Salesforce Essentials. Ensure your customers can contact you easily when and how they need to. Empower your team to help customers efficiently and customize your service process to fit your business needs.
GET STEP-BY-STEP SET UP GUIDANCE
Watch firsthand as a Salesforce Admin walks through the key steps of setting up Service within Salesforce Essentials, via this recorded webinar.
Queues let you prioritize, distribute, and assign cases to teams who share workloads. Cases come into a queue and remain there until they are assigned to an owner. Teammates can jump in to take ownership of any support case in a queue.
Alternatively, an assignment rule can add cases to a queue based on specific criteria.
As an example, create a case queue that includes members comprised of support agents (users) assigned to different service levels.
Customize Your Console
The Service Console is where all of Salesforce’s service features come together. The console is a unifying help desk experience for your support team. It gives your team a 360-degree view of each customer and where that customer is in your support process. Think of the console as a camera lens that zooms in and out on your customers. When you view cases in a console, they can quickly zoom in all the little details related to the customer—account, contact, and more—or they can focus on the one big detail: the customer’s question or feedback.
Connect Your Email
Easily add existing mailboxes to Salesforce Essentials and turn your customer service emails into cases. Cases created via email can be assigned to a specific Queue and you can also set the Default Case Priority.
Connect Your Social Channels
Help your support team deliver personalized customer service from one of your most important channels—social media. Connect your Facebook and Twitter accounts directly from Salesforce and turn social network posts into cases with Social Customer Service. Agents can reply to social network posts from the Service Console, so your company can join customer conversations where they’re happening. Check out the video below to learn more.
Customer Conversations with Facebook Messenger
If you use Facebook Messenger to chat with customers, connect your business’ Facebook page with Essentials. Manage all customer interactions in one place, instantly reply to chats and messages, and make sure that all messages get a response.
Track Inbound and Outbound Calls
Lightning Dialer for Essentials allows your Sales and Support teams to make inbound and outbound phone calls directly from Salesforce Essentials. It includes a call routing feature, customized business hours, and 1-click calls: all this helps to reduce data entry and allows your team to personalize their conversations and track each interaction. Our guided walk throughs make it simple to get your teams up and running.
Purchase Lightning Dialer for Essentials in 100-call-minute increments by clicking on the gear icon in the top right corner and selecting ‘Manage Subscription’.