Is the Salesforce Service Cloud Intelligence Engine worth the Hype?

Salesforce.com recently announced the launch of the Service Cloud Intelligence Engine. The launch has elicited a lot of hype in the industry, but is the product worth the hype. An analysis of the benefits it offers and its features will help you make an independent decision.

1)     One of the key features in the product is Intelligent Business Processes. This feature will help in the dynamic assignment of cases to agents. Selection of agents will be based on case history, skill set, and communication channel such as video chat, SMS, and email.

2)     The tool will help in the triggering of business processes. As an example, it will help with automatic escalation of cases to the relevant departments, such as from marketing to the technical team. Another example is VIP customer cases being sent to your best agents.

3)     Another important innovation is Intelligent Workload Management. This feature allows for the automatic management and distribution of agent workload since omni-channel support demands are unpredictable. With this feature, you no longer have to manually fill the queue of an agent. You will be able, as an example, to pause the sending of cases to agents who are on video chats.

4)     With the Seamless Omni-Channel Customer View feature, your customers will be able to begin a conversation on one channel and to transition to another level seamlessly. They do not have to identify themselves again or go through the nature of the problem with the agent again. As an example, a customer who was being dealt with on a video chat and wishes to continue via email will be routed to the same agent automatically.

5)     Your business will benefit from well-motivated employees. They will be motivated because you will control their workload, thereby ensuring that no one is too overloaded. You will also be able to identify the most effective employees, which will help you put the right reward policies in place.

6)     We are moving into a world where customers expect to be always on and to be dealt with on a personal level. You may not be able to serve all customers the moment they make a request, but you can ensure that they do not wait overly long with an unveiled Salesforce Service Cloud Intelligence Engine. According to recent studies, businesses using smart approaches for customer service have as much as 91% customer retention rate.

7)     Your customer will appreciate your effort. This not only leads to customer retention, but it also increases the chances of referral customers and it helps you get positive testimonials. More and more customers are relying on customer testimonials and comments when making decisions.

8)     The fact that the Service Cloud Intelligence Engine has the name Salesforce preceding it is reason enough for the hype. Salesforce is among the top 3 cloud computing companies in the world. It has a large community, which means you can get help whenever you are stuck. Salesforce products like Service Cloud Intelligence Engine and Salesforce data migrator are made for both desktops and hand-held devices, giving you much needed flexibility.

Jenny Richards is a freelance content writer. She has written many articles on Technology, internet, software, data source, etc. By this article, she has given some information about Salesforce Service Cloud Intelligence Engine. To know more about salesforce, please visit this site – http://www.flosum.com/salesforce-data-migrator