Set the Standard with Data Cloud for Service
Learning Objectives
After completing this unit, you’ll be able to:
- Understand how Data Cloud can enhance Service Cloud.
- Name a few example use cases for Data Cloud that support service teams.
Quality service is the building block of a positive customer relationship. But it doesn’t happen by magic. Being there when a customer needs you, having the right solution ready, and being able to navigate challenges and opportunities along the way are all intentional, strategic goals that take work and resources to accomplish. Service Cloud’s goal has always been bringing the best tools to the professionals who power great customer care, but with real-time insights from Data Cloud, it can do even more for your teams.
Connecting Data and Service Clouds can help you make every interaction an opportunity to impress. With comprehensive customer data at your fingertips, you can do things like track satisfaction, see a customer’s entire case history in one place, and solve problems faster to reduce the time it takes to deliver market-leading service.
Let’s look at some of the benefits that come from pairing these two powerful tools together.
Connect and Harmonize
Connect critical data on things like orders, payments, feedback, loyalty, enterprise resource planning (ERP), inventory, and assets, in Service Cloud to enrich Customer 360 by giving the dashboard access to all the information you already collect. Now, your central source of insight into what your customers need can use the latest information, gathered and delivered in realtime to make sure that no customer feels left behind by outdated or hard-to-find information.
Analyze and Predict
Using the functional data you collected in Data Cloud, you can unlock accurate insights with analytics for lifetime value (LTV) scores, churn measurements, effort scores, and other key metrics that can help you understand your business deeply. By both understanding these key metrics as they are today and looking ahead to analyze where they might go tomorrow, your teams can react sooner, smarter, and with clearer insight into customer relationships.
Automate and Take Action
Automating workflows for things like emails, alerts, and other processes at scale help you keep service teams productive and ensure minimal interruptions for your customers. And with insights available in realtime, teams can connect to customers sooner, allowing them to do what they do best without friction from the tools they use.
Ground AI in Trusted Data
Generate proactive alerts, recommendations, and summaries, all based on vetted information you can count on to inform you when you need to take action. Customer satisfaction (CSAT) and revenue can both benefit when customers get help that comes sooner and solutions that satisfy their unique needs.
Raise the Bar for Interactions
Data Cloud gives service teams more than a dashboard. Whether it’s allowing personalized automation or helping you analyze trends in churn, integrating your business’s data with your everyday Service Cloud use cases helps you connect when customers need you, come prepared to help them before they even explain their issue, and create a positive experience that builds trust.