Increase Service Excellence with Commerce Cloud
Learning Objectives
After completing this unit, you’ll be able to:
- List the benefits of Salesforce Order Management to customers and service representatives.
- Describe scenarios of Service and Commerce Cloud working together to help customers.
- Summarize scenarios of AI agents helping customers and service reps.
Order Management Gives Service Reps the Full Picture
Meet Ursa Major Solar, a leading Southwest-based supplier of solar components and turn-key solar solutions. Because its products are sometimes complex, it has a top-notch team of service reps working hard to help its customers. Currently, its service reps use Service Cloud.
Service Cloud makes it easy to find customer data like contact information, entitlements, and details about open cases. Ursa Major’s service reps love how it makes it easier for them to respond to customers quickly. But there’s one area that’s harder than others: order management. Service reps use an external system to find out information about a customer’s orders. That system isn’t always easy to access or up-to-date and this can lead to bad service experiences. According to the State of the Connected Customer (sign up required) report, 91% of customers will make another purchase after a great service experience, so Ursa Major wants to improve in this area.
The service reps want to have customer order information right in their Service Console. Commerce Cloud provides exactly that with the Salesforce Order Management System (OMS). OMS shows service reps everything about a customer’s order from the moment the order is placed until the products are in the customer’s hands.
OMS provides detailed information about each order.
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Contents of the order, such as the products ordered, the order date, cost of the order, and the payment method used
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Order sourcing information, such as the location the order is shipped from and the number of shipments required to fulfill it
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Order status, including the order’s position in its fulfillment cycle, such as if it’s been picked and packed or shipped.
- Also the shipping carrier, the tracking number, and the estimated delivery date.
With OMS, service reps have a more complete picture of the customer and their order and can take actions on an order. From within their Service Console, a service rep can efficiently process returns and replacements and view loyalty and warranty information. This efficiency leads to improved service productivity. Unifying OMS and Service Cloud in the Service Console gives service reps a 360-degree view of customer data and lets them deliver smoother post-purchase experiences. The service reps are more productive and the smoother experiences improve the customer satisfaction score (CSAT) too.
Ways to Provide Exceptional Service with Order Management
Excited by the potential, the service and commerce teams come together to brainstorm ideas to create exceptional service experiences for every customer.
Ursa Major Service Goals |
Customer Scenario |
Service Examples |
---|---|---|
Service reps can make orders using the “order on behalf of” feature to place orders for customers. |
A customer made a mistake when they ordered the last batch of solar panels. |
The service rep quickly cancels the order and helps find and order the correct panels in the online store on their behalf. The service rep also offers to set up a standing order so this mistake doesn’t happen again. |
Seamlessly process exchanges and returns in the Service Console while searching for opportunities to generate revenue. |
A customer has a broken solar panel |
The service rep verifies that the panel can’t be fixed, then processes the return in the Service Console. The service rep provides exchange options with no shipping fees, including for a larger panel. The customer chooses to buy the larger panel. The service rep quickly sends a new one on its way. |
Provide customers with self-service capabilities so they can view orders and make changes. |
A customer wants to check the status of their order. |
The customer goes to the Ursa Major website and clicks their tracking number to find out exactly where the package is. They decide to buy another item, browse the online store, and create the order. The entire experience was self-service without needing to create a case. |
Use self-service forms to create cases from the online store so customers don’t have to repeat information. |
A customer with a question about solar panels |
The customer asks if their solar panels work in the winter. This question isn’t answered on the store’s website, so they fill out a form to ask, which creates a case. When the service rep gets the case, they access the customer’s contact information, questions, and preferred communication channel in the unified customer profile. The service rep follows up with the customer with all the necessary information to answer the question. |
The Ursa Major team is also intrigued by the idea of using AI agents to perform basic service tasks, and team members want to learn more. First, they go to the Agentforce ROI Calculator and enter information about their needs. They see that Agentforce can help them give customers and service reps detailed information and perform helpful actions. They start brainstorming again and come up with some ideas.
Ursa Major Goals for AI Agents |
Audience |
Examples |
---|---|---|
Enable self-service chatbots to handle high-volume, low-complexity cases in customers’ preferred channels. |
Customers with common questions about water heater size |
Despite having the relevant information on their website, Ursa Major continues to get questions about water heater size. These questions take up service reps’ time and keep them from answering more complex calls. An AI agent is set up to ask customers about their household size and water needs. It then uses Ursa Major’s database of knowledge articles to provide the correct answers. This negates the need to open a case or speak to a service rep. |
Show buyers and customers their order status, track their shipment, or help them modify an order. |
Customers checking to see when their new solar panel will arrive |
A customer visits the Ursa Major website to check in on their order status and change the installation schedule. The AI agent, via Chat, informs them of the shipping details and when the service technician will arrive for installation. The customer needs to modify the installation schedule and the AI agent reschedules. |
Help buyers and customers handle simple returns, solar equipment error codes, exchanges, and order cancellations. If the request gets more complex, the AI agent passes it on to a service rep for personalized support. |
Customers experiencing issues with a product and getting an error message |
A customer visits the website because their solar controller is showing a strange error message. The issue is identified by the AI agent using uploaded photos, and it’s determined this item needs to be replaced. The AI agent checks to confirm that the panel is under warranty before telling the customer that they’re entitled to a replacement. If the cost of the replacement controller is more than the amount that Ursa Major allows the AI agent to process, the AI agent can escalate to a service rep, creating a case with all relevant information. |
The management team at Ursa Major Solar is thrilled about the customer benefits that come from unifying Service Cloud with Commerce Cloud. And the service team is excited to have everything they need in the Service Console, including access to OMS and a unified customer profile. Now they can process service requests more quickly, providing better post-purchase customer experiences and building customer loyalty. The teams are also interested in using AI agents to help solve simple customer problems quickly.
Let’s see how Ursa Major puts this into practice in the next unit.
Note: AI supported the writers who created this content.