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Use Mobile to Connect with Your Customers and Your Workforce

Learning Objectives

After completing this module, you’ll be able to:

  • Use Snap-ins to help your customers connect to information and your agents, instantly through your mobile app.
  • Explain the capabilities and benefits of making customer connections anywhere.
  • Name the benefits that Field Service can have on your mobile workforce.
  • Explain how Messaging can modernize your contact center.

Add Mobile Customer Service to Your App in a Snap Embedded Service

Service Cloud Embedded Service for Mobile Apps are a set of tools that help you inject Service Cloud platform features into your existing iOS (iPhone, iPad) and Android apps.

Embedded Service for Mobile Apps aren’t separate products or stand-alone apps, they’re part of a software development kit (SDK) that is powered by the Service Cloud platform. You can use Embedded Service for Mobile Apps to add features like Knowledge and Live Agent (chat) to your mobile app. All of this is integrated seamlessly, so customers never have to leave your app to find the answers they need.

Knowledge Base

The Service Cloud Embedded Service for Mobile Apps let you connect your existing knowledge base to your mobile app. Use it to point to particular categories of knowledge, so customers can find what they need in a snap.

Case Management 

Give customers the option to create a case right in your mobile app that is routed directly to your customer service agents who are using Service Cloud Console. Better yet, you have the flexibility to include an authentication feature to get additional details about the customer trying to reach your contact center, or not. It’s totally up to you.

Real-Time Support

We’ve got that covered too. You can add Chat to offer your customers real-time, conversations with support agents. Make chat available in your apps, portals online, or even use bots to answer basic customer questions.

Help Customers Help Themselves Everywhere with Experience Cloud

Your customers are connected, mobile, and they expect answers fast. The good news is that now the majority of consumers prefer using online self-service to answer many of their service questions. Experience Cloud takes self-service a step further. You can create a single, branded site or portal that your customers can access to find what they need on any mobile device, anywhere they go. And your agents can use the site as a resource to source answers for customers who prefer to contact them directly.

Now, your customers and agents can go straight to your site anytime to:

  • Share experiences and expertise with other customers. (Remember, happy customers are some of your most enthusiastic brand ambassadors.)
  • Access their data such as accounts, service tickets, and bills for easy account updates.
  • Find information about your company and products in one place.

Experience Cloud is built on the Salesforce platform, so data from your site lives in your Salesforce org, and data living in your Salesforce org can be securely shared externally through your site. (Don’t worry. Your admin controls data visibility with the outside world and which audience can access what—just like you do with your internal Salesforce org.) In short, a site built using the Experience Cloud provides a window into your Salesforce world.

Check out this demo to see how Experience Cloud creates an effortless customer experience:

Deliver Seamless, Personalized On-Site Service with Field Service

Everyone talks about delivering mobile service to customers. But let’s not forget about a crucial part of many businesses: the mobile workforce. We all have a good story about a service call with a 5-hour wait window. Super frustrating? Yes, but field service really does have several unique challenges. And in this era of evolving customer expectations, standard customer service solutions just won’t cut it. That’s why Salesforce added Field Service to the Service Cloud platform, to provide customer support organizations with everything from detailed scheduling for supervisors, to skills-based routing for the mobile workforce and real-time updates based on availability and proximity to an appointment.

Unlock the Power of Messaging for Customer Service

As we showed you in Unit 1, people connect with each other all day, every day with SMS and Facebook Messenger. And they expect to connect with your business the same way.

With Messaging, your business can integrate two-way messaging right into your service center. Your agents can engage in mobile conversations with customers from their computer using the Service Cloud Console, and they can even use emojis to add a more personal touch! Let’s recap the benefits of Messaging.

  • It’s powered by the Salesforce Platform so intelligence and insights are surfaced to agents from any back-end system using Salesforce for Service.
  • It’s a lower-cost channel than voice so contact centers can reduce telecom costs and volume.
  • It makes your call center more efficient by giving agents the ability to handle multiple conversations versus just one phone call. The end result: You increase ROI.
  • It’s conversational rather than transactional, which makes for a more personalized customer experience.
  • It’s not tied to a browser so customers can reach an agent instantly, get the answers they need, and be on their way.


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