Salesforce Service Cloud for case management, email, chat and phone, a shared knowledge base and service dashboards, linked to SAP orders.
Service Cloud
cases, channels and knowledge
Every channel
email, web, chat and phone in one place
Connected
orders and invoices from SAP
Measured
service dashboards for managers
Every customer question answered once, by the right person, with the full picture.
What we set up in Service Cloud
Choose an area to see the problem we solve and what we deliver.
Cases and routing
The problem
- Requests lost in shared mailboxes
- No owner for urgent issues
- Customers chase for updates
What we deliver
- Case capture from email and web forms
- Queues and assignment rules
- Escalation rules and priorities
- Automatic updates to the customer
- Cases
- Email-to-Case
- Omni-Channel
The result: every request has an owner and nothing falls through the cracks.
Channels
The problem
- Phone, email and chat in separate tools
- Agents repeat questions
- No history across channels
What we deliver
- Email, web and chat in one agent console
- Phone integration with your telephony
- One customer history across channels
- Agent console designed with your team
- Service Console
- Messaging
- Telephony integration
The result: agents see the whole conversation, whichever channel the customer used.
Knowledge base
The problem
- Answers live in people’s heads
- New agents take long to learn
- Customers cannot find answers themselves
What we deliver
- Knowledge articles and approval flow
- Suggested articles on each case
- Articles published to your customer portal
- Feedback to keep articles current
- Knowledge
- Experience Cloud
The result: faster answers, and fewer cases because customers can help themselves.
Entitlements and SLAs
The problem
- Contract terms not visible to agents
- Missed response times
- No proof of service levels
What we deliver
- Entitlements per customer and contract
- Milestones and SLA timers
- Warnings before a breach
- SLA reports for managers
- Entitlements
- Milestones
The result: you meet the service levels you promised and can prove it.
SAP data for agents
The problem
- Agents switch to SAP to check orders
- Returns and credits handled by email
- No link between cases and invoices
What we deliver
- Orders, deliveries and invoices shown on the case
- Returns and credit requests sent to SAP
- Customer and product data synced with SAP
- Monitoring of every interface
- SAP S/4HANA
- SAP Integration Suite
The result: agents resolve order questions in one screen.
How we deliver Service Cloud
Discover
We map your channels, case types, teams and service levels.
You get: a clear picture of your service today
Design
We design routing, the agent console, knowledge and the SAP link.
You get: a signed-off solution design
Build
We configure Service Cloud, channels and automation.
You get: a working agent console with your data
Test and train
Agents test real cases; we train agents and supervisors.
You get: a team ready for go-live
Go live and improve
We support go-live and tune routing and dashboards.
You get: faster handling over the first months
Related Experience Cloud (Portals) · SAP–Salesforce Integration · Salesforce Managed Services
Plan your Service Cloud project
Tell us how your customers reach you today and we will show you a better way.
Frequently asked questions
What do you set up in Service Cloud?
Case management, routing and queues, email, web and chat channels, a knowledge base, entitlements and service dashboards.
Can agents see orders and invoices from SAP?
Yes. We connect Service Cloud to SAP so agents see the customer’s orders, deliveries and invoices without switching systems.
Can customers help themselves?
Yes. We publish your knowledge articles and case forms on a customer portal built with Experience Cloud.
Do you support Service Cloud after go-live?
Yes. Our Salesforce managed services cover administration, fixes, enhancements and release testing.