Why Your Business Needs the New Service Cloud Intelligence Engine?

Customer Service has become one of the biggest differentiators for businesses today. Organizations that use the Service Cloud of Salesforce are already aware of how it transforms their service operations. It is to be expected that their next big offering – the Service Cloud Intelligence Engine, has already started creating a buzz.


The Internet of Things has ensured that connectivity is now taken for granted, and companies are expected to adopt an always-on approach to make an impression on customers. It is here that the Service Cloud Intelligence Engine promises to help organizations further streamline their approach to customer service. It would use the power of data science to provide the smartest and most innovative solutions and provide a delightful experience to the end customer.

Let us take a closer look at some of the scenarios where the Service Cloud Intelligence Engine can influence your service operations:


Make your workflows more efficient and intelligent

As a customer, imagine that you call Customer Service for an issue and are instantly connected to the person who’s the expert at resolving it. Doesn’t that sound like a situation that would create a positive impression in your mind about the brand? This would definitely also contribute to your future purchase decisions, as the kind of service offered by a product or brand definitely stays in customer memory. This workflow related intelligence could also help in quick escalation where required, or allocating experienced service leads to interact with high value or VIP customers. Service personnel who are experienced in video calls could be swiftly assigned when customers request this service, and similar strengths in the areas of answering email or phone queries could be used appropriately. A specific agent who is required for an interaction can be contacted wherever he or she might be, through any of the communication channels.


Manage and distribute workload more efficiently

The new features offered by the Service Cloud Intelligence Engine would allow service organizations to allocate cases to their personnel in a seamless manner. A team member about to go on leave would be assigned fewer cases to enable him or her to wrap up their workload when necessary. Another who is engaged in a long call or video conference would not be assigned cases until close to completion, as these would stay waiting in the queue for a longer time. Expertise of the service agents would also be considered, as the business workflows are also made more efficient.


Single and coordinated view of the customer

Many of us would have had the experience of contacting Customer Service for an issue repeatedly, and having to explain the details over and over again. This is especially the case when using different channels for communication, such as starting with email and moving to the phone, for example. This can turn out be a very frustrating experience, especially for complicated problems that take a long time to resolve. The Intelligence Engine now makes it possible for service agents to get an omni-channel view of the customer, which means that any agent would immediately know all the previous transactions. The process is made even more efficient by trying to associate the same agent who might have replied to the email, to address the phone query as well. This is a sure way to make the resolution of queries more efficient, saving time and effort for the organization and the customer.

The consumer is now smarter than ever before, and organizations need to be prepared for this. The Intelligence Engine provided by SalesForce for its Service Cloud will empower organizations to improve the focus of their service operations, to match and even surpass customer expectations. This certainly seems like an innovation in the right direction for this already hugely successful product.

The Intelligence Engine would be available for general consumption in the later part of 2015, but the Salesforce press report mentions that interested organizations could also contact their account executives to know about the pilot program.

Author : Aparna George Date : 02 Apr 2015