No one questions that in today’s face-paced world, customer service plays a pivotal role in differentiating successful organizations from the rest. But if your organization struggles with executing customer service, is there a viable solution? There is…

Meet Salesforce Service Cloud

The Salesforce Service Cloud platform empowers organizations to deliver unparalleled customer experience. With its comprehensive suite of tools and capabilities, including the innovative Field Service component, Salesforce Service Cloud offers organizations an integrated and efficient solution to streamline their customer service operations and drive success. In this Salesforce Blog, we will delve into the world of Salesforce Service Cloud, explore its Field Service capabilities, and highlight the numerous benefits that organizations can gain by implementing this solution.

Understanding Salesforce Service Cloud

Salesforce Service Cloud is a robust customer service platform designed to enhance customer support, streamline interactions, and build lasting relationships. It enables organizations to consolidate and manage customer inquiries, issues, and complaints from various channels, including email, phone, social media, and live chat, in a centralized location. By harnessing the power of artificial intelligence (AI) and automation, Service Cloud empowers customer service teams to provide personalized and timely assistance, ultimately fostering customer satisfaction and loyalty.

Exploring the Field Service Component

One of the standout features of Salesforce Service Cloud is its Field Service component. This addition takes customer service to a whole new level by seamlessly integrating on-site service and support. With Field Service, organizations can optimize their field operations, dispatch resources efficiently, and equip technicians with the tools they need to deliver exceptional on-site experiences.

Key features of the Field Service component include:

• Work Order Management: Salesforce Service Cloud enables organizations to create and manage work orders, assign tasks to field technicians, and track their progress in real-time. This streamlines the entire service process, leading to faster issue resolution.
• Scheduling and Dispatch: The smart scheduling capabilities of Field Service ensure that the right technician with the right skill set and equipment is dispatched to the appropriate location, optimizing resource utilization and minimizing delays.
• Mobile Access: Technicians can access critical customer information, service history, and knowledge resources on their mobile devices, empowering them to make informed decisions on-site.
• Inventory Management: Field Service also allows organizations to manage their inventory efficiently, ensuring that technicians have the necessary parts and equipment to complete jobs on the first visit.

Benefits of Implementing Salesforce Service Cloud

• Enhanced Customer Experience: Salesforce Service Cloud enables organizations to provide personalized and efficient support, leading to increased customer satisfaction and loyalty.
• Improved Efficiency: The automation and AI-driven capabilities of Service Cloud reduce manual tasks, optimize workflows, and boost productivity, allowing teams to focus on value-added activities.
• 360-Degree View of Customers: Service Cloud consolidates customer data from various sources, providing a holistic view of each customer. This empowers agents to deliver personalized and contextual support.
• Seamless Collaboration: The platform fosters collaboration between teams, enabling smooth communication and knowledge sharing, which results in quicker issue resolution.
• Data-Driven Insights: Service Cloud’s reporting and analytics tools offer valuable insights into customer service performance, helping organizations identify trends and make data-driven decisions.

Say Hello to the AI-Accelerated Service GPT

As you would expect, Salesforce® is at the forefront of this generative AI revolution. And as part of the company’s overall AI Cloud initiative, one of their GPT offerings is Service GPT.

With Service GPT, your organization can deliver personalized customer service at scale. With one implementation, you will be empowered to bring all your support needs onto one platform with AI so you can accelerate service delivery, decrease costs, and increase efficiency.

Business Benefits of Implementing Service GPT:

• Customer Satisfaction Elevated with Personalized Communications: Improve customer satisfaction and operational efficiency with Einstein GPT built into experiences.
• Customer Experiences Enhanced with Routine Task Automation: Step up your customer experiences and save your team’s time by automating routine tasks and end-to-end business processes.
• Issue Resolution Expedited through Automation: Speed up issue resolution using AI-powered chatbots to handle common requests.

Use Case Examples for Service GPT:

• A customer service team can automate tasks, such as creating new cases, send follow-up emails, and provide answers to frequently asked questions. This frees up customer service agents to focus on more complex cases and to provide better customer service.
• A technical support team can generate technical documentation, such as troubleshooting guides and FAQs. This will help customers troubleshoot their own problems and to reduce the number of tickets that need to be handled through technical support.
• A sales team can generate personalized email and SMS messages, as well as create lead nurturing campaigns. This improves the effectiveness of sales campaigns and to increase lead conversion rates.
• A field service team can generate work orders, provide instructions to field technicians, and track the progress of repairs. This will improve the efficiency of field service operations and to keep customers satisfied.

Summary

With its powerful capabilities and integrated Field Service component, Salesforce Service Cloud and Service GPT equips organizations with the tools they need to revolutionize their customer service and field operations. By enhancing customer experiences, optimizing resource utilization, and fostering seamless collaboration, your business will gain a competitive edge and propel your successes in today’s customer-centric world.

How AdVic Can Help

Salesforce’s Service Cloud and Service GPT can benefit businesses of all shapes and sizes if correctly implemented into your organization, and AdVic’s certified consultants will learn your business, and skillfully guide you through the entire implementation process, and even get you up and running within weeks, not months with our Service Cloud Accelerator. Let’s get to work today!

*Images courtesy of Salesforce

Related Resources:

Exploring AI: Salesforce Service GPT

Top Field Service KPIs Impacted by Field Service Cloud

Service Cloud Accelerator Quickly Handles a Zendesk Migration

David Litton Explains AdVic’s Service Cloud Accelerator

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In a recent episode of AdVic’s “Salesforce Simplified” podcast, we focused on Salesforce’s Field Service – and in particular – how its automation features have become a game-changer for field service teams. Our guest was Salesforce Senior Solutions Engineer, George Higgins.

An Overview of Salesforce Field Service

“Field service in general,” Higgins explains, “that’s a part of an organization that’s going to deploy a worker to actually go in person and perform a service for your customer, and that includes a lot of different use cases. There’s transportation, repair services, telecom, waste management, and financial services. All types of different in-person services are being provided across all types of different industries and that’s where Salesforce Field Service – part of a Salesforce Service Cloud solution – comes in. It’s an automated system that can really help with all the different moving parts that go into actually going on site and helping a customer solve their issue. You think about all the different factors that go into that. We need to schedule an appointment with the customer. Often that’s done with a service agent. Then somebody needs to actually dispatch a resource, and then that resource needs to show up to the appointment and actually help that customer. Field Service is built to kind of automate that process and optimize and give your customers that delighted experience they’re expecting.”

How Automation Improves Field Service Management

Without question, automation is a huge piece of the Salesforce Field Service solution. Higgins remarks, “There’s so many factors that go into executing out in the field. Does the tech have the right skill set? Can they actually help the customer? Are they physically close to the location? We obviously don’t want to be sending techs all across town if we don’t need to. Other factors such as, maybe a customer prefers a certain tech to come on site, and then also does that tech have all the materials with them to actually complete the work? Maybe a plumber doesn’t have all the right equipment on his truck that given day. Definitely don’t want him assigned to complete a job that requires that missing equipment. All those factors really multiply together and make it hard to find, what is that perfectly optimized schedule?” 

He adds, “Automation is key, and of course, there’ll always be some need for a human element, but automation can really ease that burden on the dispatcher and help guide them towards scheduling that really helps your business, and ultimately, your customers in the most efficient way possible.”

Field Service Use Case Example

There were several use case examples Salesforce’s Higgins talked about during the podcast, but one in particular had to do with speeding up the time at a job site.

“There’s several different ways we can do this, and we do know that drive time, that per appointment travel time, is such a critical KPI for pretty much every Field Service organization, and we have a few different ways that we can help impact this KPI. There’s aerial routing, which is going to compute the shortest distance between two locations based on a straight line, so kind of as the crow flies. We also do street level routing, which is going to compute the distance along roads or transportation routes. It’s based on actual road speed measurements and the expected travel speed based on the type of road.”

Additionally, Higgins pointed out, “We also have predictive travel, so that builds on top of that street level routing and it incorporates time of day data into the calculation. Is it rush hour or is this generally a busy time on this road? We’ll factor that into what that drive time’s actually going to be. Lastly, we also have point to point predictive routing. That’s going to estimate travel time using the exact service appointment location, and it also considers that time of day. That’s the routing that is used across all scheduling and optimization operations within Field Service.”

Improving Customer Retention

Higgins highlighted several ways that Field Service automation helps with customer retention. 

“There’s the unseen ways to the customer that happen behind the scenes that ensure the right tech is coming, they arrive when we’re expecting them to arrive, they do have the ability to fix my problem, and they’re able to do it on that first time. “

“Additionally, Higgins explained, “customers can now get that DoorDash or Uber-like real-time location experience that’s starting to become expected, and not just a nice to have. With appointment assistants, something a lot of our Field Service customers are adding on, you’re able to see on your phone, you can get text notifications, ‘Here’s the driver who’s on your way. It’s Alan. He’s 20-minutes away and here’s where he is on a map,’ getting that real-time location. That experience is something customers are expecting and we’re able to offer it with Field Service and it definitely helps with customer retention.”

There is much more to our conversation with Salesforce’s George Higgins. Listen to the entire podcast here. And if you would like to explore other ways a Salesforce Field Service solution can benefit you business, the AdVic Field Service Team is just a click away.

Related Resources:

Top Field Service KPIs Impacted by Field Service Cloud (Podcast)

Energize Salesforce Service Cloud with Field Service

3 Ways to Unleash the Speed and Efficiency of Your Field Service Operation

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Residential Elevators is the premier electrical equipment manufacturer focused on home elevators. Their product is custom-built in the USA for the home in which it will be installed. Manufacturer Representatives manage projects from conception through installation. Their factory-trained elevator mechanics are the best in the business, and their world-class Service Department handles all services for the life of the elevator. This is why they need the best technology and Salesforce partners to provide employees and customers with exceptional service.

Why Did They Choose AdVic? 

Already equipped with a legacy system that catered to their business needs, Residential Elevators needed a system that offered even more. Their legacy system had functionality around scheduling and mapping on mobile, however, AdVic® and Salesforce® offered an even better solution. 

Luckily, Residential Elevators had a digital system that stored and maintained their data, however when they decided to pivot to a better system, Salesforce, they ran into the challenge of mapping the processes and the mapping of all the historical data that we had into a new system.

It is very common for organizations to undergo data migrations at some point in their development, and of course, poor planning and lack of resources contribute to slow user adoption, but AdVic prevents that.

Moving data from one place to another is challenging. It can be a costly, time-consuming, and complex venture. We do our best to ensure that this process is as seamless as possible by providing teams with the right tools to succeed.

Another challenge that many organizations face when undergoing digital transformation is stakeholder buy-in. For Residential Elevators, it is the same thing. With the help of AdVic, WebEx, and Zoom calls, we were able to continually sail through the process of the benefit that we’re going to get at the end. Initially, the adoption rate was tough, but making it easy by having everybody trained and part of the process was impactful.

A View From Customer Service 

With the help of AdVic, the customer experience has also advanced. Initially, the Customer Service team at Residential Elevators had a difficult time viewing customer data as a whole. Their new system allows a much better visual representation of the overall customer process and what the customer has done with them from start to finish. In addition, tying in some other ancillary components outside of Salesforce and integrating those into Salesforce has helped their team.

Efficiency in Business

Residential Elevators’ biggest increase in efficiency comes from the mobile side, which gives their field service technicians the ability to do all their work on a mobile platform they call an “E tool,” which is a mini laptop and can process the payments and everything right there from the phone, and has helped that process grow and evolve. 

Before they used to have to pull out a small “E tool” kit, a small laptop, and do all of their work on that using a thick client that would integrate back into their home systems or would data sync at certain periods back into their home system, where this is more real-time, no real synchronization other than the app, of course, but this is a more real-time information strand that they get to see as they’re going out to that customer’s job site.

Efficiency for technicians also means efficiency and satisfaction for customers. Techs are equipped with customers’ history with the company before even stepping on-site allowing them to be knowledgeable about the customer and their needs. 

Where Are They Now?

As previously mentioned, migrating from one system to another is a challenge within itself, but when done right it can transform the way employees work for the better. The initial project of implementing Salesforce Service Cloud eliminated top pain points for Residential Elevators’ employees, who once needed to key in 60+ job-related data points to close out the day, which increased productivity and accuracy. Their digital transformation also replaced manual keying and tracking once we implemented the Salesforce Service Cloud mobile app. 

Residential Elevators is now seeing profound improvements with their new and improved CRM system. In the ever-evolving world of Salesforce, their technology is continuously seeing updates, new features, and more functionality that enables their business to progress. 

Are you an electrical equipment manufacturer considering a Salesforce implementation? You will want to seriously consider a consultant who is not just interested in building your next project but wants to build your business for future success. The AdVic team is ready to start your project today. Reach us here.

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Ready or not, in the Salesforce world it will soon be time to turn the page on 2021 and leap into 2022 by way of their Winter ’22 Release Highlights.

To help get you ready for the Winter ‘22 Release (September 10 – First Release Weekend — October 1 Second Release Weekend — October 8 & 9 Final Release Weekend), Ad Victoriam’s certified consultants have once again poured through the latest Salesforce innovations across Sales Cloud, Reporting, Experience Cloud, Field Service, and Service Cloud to bring you these six exciting new feature highlights.

1. Sales Cloud – Pipeline Inspection Updates 

AdVic Note: This update builds on the one highlighted in the last release. This update allows managers to further customize the deals they inspect and review their pipeline for actionable items more quickly.

Salesforce Overview: Create pipeline views and saved filters, and track important opportunities. See Einstein Opportunity Scores in tiers with recent changes and insights, and get predictions of deals that are unlikely to close with Einstein Deal Insights. Know when next steps aren’t updated, and see counts for close dates that are pushed out on opportunities.

2. Reporting – Update More Fields from the Report Run Page with Expanded Inline Editing (Beta)

AdVic Notes: Reports will support in-line editing for more fields. Previously this was only available for text and number fields.

Salesforce Overview: Update your reports more efficiently without losing your place by clicking back and forth. Inline editing is now supported for date, pick list, and lookup fields. When your report data gets out of date, you can edit it right on the report run page. For example, sales reps can update opportunity statuses directly from their pipeline reports. Previously, inline editing was supported only for text and numeric fields.

Where: These changes apply to Lightning Experience in Group, Essentials, Professional, Enterprise, Performance, Unlimited, and Developer editions.

A lock icon means that the field isn’t available for inline editing.

3. Experience Cloud – Redirect Users Within an Experience Cloud Site

AdVic Notes: Allows administrators to load a CSV of URLs to automatically redirect users to a designated page.

Salesforce Overview: Redirect users to URLs within the same Experience Cloud site to retain the discoverability and SEO equity of your web pages. 

Where: This change applies to Aura and LWR sites accessed through Lightning Experience and Salesforce Classic in Enterprise, Performance, Unlimited, and Developer editions.

4. Experience Cloud – Add Content to LWR Sites with New Components

AdVic Notes: The following components are now available in LWR sites: Banner, Button, Horizontal Line, Image, Text Block, Tile, and Video. These components allow for richer customization within an Experience Cloud site without the need for custom development.

Salesforce Overview: Create pixel-perfect sites, populated with content from Salesforce CMS and other data sources, with new Lightning web components for your LWR sites. Look for these new components in Experience Builder: Banner, Button, Horizontal Line, Image, Text Block, Tile, and Video. 

Where: This change applies to LWR sites accessed through Lightning Experience and Salesforce Classic in Enterprise, Performance, Unlimited, and Developer editions. You must have at least one active community license in your org to use this feature.

5. Field Service – Easily Transfer Products Between Locations

AdVic Notes: Field Service now has a simple way for mobile workers to move inventory between locations without any additional customization.

Salesforce Overview: Move products from the warehouse to the work van or other locations with just a few taps on the mobile app. Mark products as received to update your inventory so that you don’t run out of supplies or have too many sitting on the shelf.

Where: This change applies to Field Service for Android and iOS in Enterprise, Professional, Unlimited, and Developer editions.

6. Service Cloud – Give Agents More Context with a Customized Screen Pop

AdVic Note: Admins will be able to open up to three related records on a support agents screen when a call, message, or chat is routed to an agent. This will allow agents to have all the information they need to work a request immediately available to them.

Salesforce Overview: Personalize service by providing the agent with more information about the conversation. With screen pop, automatically open up to three records on the agent’s screen when a voice call, message, or chat is routed to the agent. For example, you can show the customer’s contact, case, and order records on separate sub-tabs, along with the primary work record.

Where: This change applies to Salesforce Classic and Lightning Experience in Enterprise, Performance, Unlimited, Professional, and Developer editions in Service Cloud.

If you need help implementing any of the Winter ’22 Release features, you need a partner with extensive knowledge, depth of experience, and proven customer success. The Ad Victoriam team is ready to help you figure out your needs now! Just fill out the form below, or click here.

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Related Resources:

Salesforce Winter ’22 Release Highlights – Podcast

Salesforce Summer ‘21 Release Highlights – Podcast

Salesforce Summer ‘21 Release Highlights – Blog

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Calling all fans of summer! Salesforce has packed their platform with exciting new Summer ‘21 Release features that all orgs will be experiencing by June 11-12, 2021.

For this Salesforce Release, AdVic’s CPQ Practice Lead Aaron Chamblee (pictured, above) poured through every one of the new features and we have highlighted the ones he is most excited about across Sales Cloud, Service Cloud, Field Service, and Development.

Sales Cloud

Drive Sales Team Accountability with Pipeline Inspection:

AdVic Note: This update provides a view for sales managers to see actionable pipeline information within Salesforce at a glance.

Salesforce Overview: Pipeline Inspection gives sales teams a single view of their pipelines with key metrics, opportunities, and weekly changes in close dates, amounts, stages, and forecast categories. With these insights, sales teams can focus on the most important opportunities, and sales managers can spend more time coaching reps to close more deals.

Listen to the Podcast: Salesforce Summer ’21 Release Podcast

Service Cloud 

1. Use Historical Data to Predict Your Workload with Intelligent Forecasting:

AdVic Note: Intelligent Forecasting uses machine learning and an intuitive report builder to leverage service history to slice your workload by time, region, skill, and custom data.

Salesforce Overview: Many contact centers are challenged by siloed data, inaccurate algorithms, or cumbersome spreadsheets when building forecasts. Intelligent Forecasting solves these problems with machine learning and an intuitive report builder. Aggregate your contact center’s historical data in a Workload History. Build an Intelligent Forecast from that history to slice your workload by time, region, skill, and custom data.

1. Generate Scheduling Requirements and Ensure Shift Coverage with Omni-Channel Planning:

AdVic Note: Omni-Channel Planning allows service managers to identify gaps in your support workforce by allowing you to compare your scheduled shifts to a forecasted workload based on your data.

Salesforce Overview: Predict shift scheduling requirements and make data-driven staffing decisions. Identify skill gaps in your workforce so you can better prepare agents to support customers. Compare your scheduled shifts to the requirements of the forecast to ensure coverage across channels. Slice this data by time or skills required.

1. Connect Your Customers to the Right Service Agents Using Omni-Channel Flow (Beta)

AdVic Note: Flow continues to expand its power on the Salesforce platform as admins will be able to fine tune the routing of work within the flow builder to find the best support agent for each customer.

Salesforce Overview: Manage complex routing processes from a centralized location to create efficient, flexible and productive service experiences.

Field Service

Briefcase Builder (Generally Available):

AdVic Note: With this feature now GA admins can enable field techs with the specific Salesforce data they may need to access in the field while offline or in areas with spotty reception. 

Salesforce Overview: Explore a better way to make offline record data available to your users with Briefcase Builder. Briefcase Builder helps you select records to share offline with Field Service workers by efficiently narrowing down record data based on the users and connected apps that you select. Now you can create an offline platform experience that is flexible, easy to use, and responsive to your mobile workers’ needs.

Development

Create Quick Actions with Lightning Web Components (Generally Available):

AdVic Note: Developers can now add Lightning Web Components to action buttons making them easier to access for users in a pop-up window without leaving their record.

Salesforce Overview: To save your users time and clicks, create a quick action that invokes a Lightning web component. On a record page, create a screen action that shows the component in a window, or create a headless action that executes with a click.

If you have any questions about the Salesforce Summer ‘21 Release – or anything Salesforce-related – AdVic’s consulting team is standing by to help! Reach us now, here.

Related Articles/Resources

Top 6 Salesforce Spring ‘21 Release Highlights

Top 6 Salesforce Spring ‘21 Release Highlights – Podcast

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For many businesses, it’s at this point that they start to think about additional solutions to master their field service operations so they can further strengthen their service delivery, but how?

Meet Salesforce Field Service

When your goal is to increase productivity, on and offline, you want to use a flexible field service solution. Integrating Field Service into your Salesforce org equips your team with AI-powered scheduling, resource optimization, guided safety protocols, van inventory, knowledge articles, and more… and all in real-time.  Specifically, Field Service helps you:

• Reduce In-Person Visits by Providing Virtual Support:  Scale your field service with remote assistance. Allow customers to instantly book phone and video appointments through a customer portal.

• Prioritize Essential Projects and Intelligently Assign Jobs, from Anywhere: Leverage automation to prioritize essential jobs — and save employees time — by intelligently assigning the right workers to the right projects based on skills, location, and business rules. Increase efficiency by giving dispatchers full visibility into the mobile workforce and every job on a single screen.

• Manage Jobs and Safety Protocols from Any Mobile Device: Help your team efficiently manage essential work, even when they’re offline, with the Field Service mobile app. Keep your mobile workers up to date on the latest policies and procedures with step-by-step instructions and safety checklists. Customize the app to improve first-time fix rates by attaching relevant specs, knowledge articles, timesheets, and inventory before workers enter a job site.

• Make Data-Driven Decisions Faster: Use Field Service Analytics to give your managers and dispatchers easy, real-time visibility into operational performance and KPIs, from any location. Drill into all your data from multiple systems and even track safety protocols, all in one app.

When you’re ready to increase your customers’ level of satisfaction through the delivery of smart, fast and personalized care, the Ad Victoriam consulting team will quickly and expertly deliver the Service solution you need. Let’s start making your service solution a reality... Click here, or fill out the quick form below.

Related Articles

3 Ways to Unleash the Speed and Efficiency of Your Field Service Operation

Field Service Connects Your Workforce

Listen to the Podcast: An Inside Look at Salesforce Field Service

The post Energize Salesforce Service Cloud with Field Service appeared first on Ad Victoriam Solutions.

Smarter and Faster Service

When it comes to helping your team work smarter, FSL greatly improves not only the customer experience, but you also get more productivity from your field agents on every call. Just think how beneficial it would be for your company if you could locate the closest field agent or technician in proximity to a customer or match them with a representative that has the right skill set to get the job done.

And with the help of equipment and inventory management tools, every field agent can be equipped with the proper tools and sufficient knowledge to get the job done – the first time – to the customer’s satisfaction.

And when it comes to working faster, using FSL’s Einstein-enabled artificial intelligence could, for example, help a dishwasher repairman who needs to replace a water inlet valve to simply snap a picture of the valve, and Einstein will quickly identify the exact product type—saving time for the customer, repairman, and the company.

Manage Jobs 24/7 from Anywhere

Without question, the biggest advantage companies will get from implementing an FSL solution is mobility, 24/7 from anywhere. Premium FSL features that your field agents can bring to their on-site jobs – even without a connection – include:

• Knowledge articles
• Real-time collaboration
• Instant access to job schedules
• Stock and inventory visibility
• Barcode scanning in-app
• Capture signatures digitally in-app
• Technician-controlled scheduling management

Additionally, using the fully customizable mobile iOS or Android app, your field agents can send geolocation information back to your company’s scheduler, or chat with other company employees. The app also allows agents to take advantage of custom layouts, list views, tailored actions, Salesforce flows, and can even connect to other apps.

Lastly, read how FSL was a part of a recent Salesforce Service Cloud, Community Cloud, Mobile, and Lightning Experience solution successfully implemented by the Ad Victoriam consulting team, here.

Are you looking to take your company’s field service performance to a new level? Talk with one of Ad Victoriam’s certified Salesforce consultants now by clicking here.

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