January 08, 2019
Written by Ilkka Puikkonen

Salesforce is a huge application with loads of interesting features. In our experience, most businesses using Salesforce (or any other major enterprise application for that matter) tend to only use about 20% of the available features.


In this short blog, we want to share a couple of highly powerful but relatively underused Salesforce customer service features, which when leveraged and implemented well, can really up your customer service game!



Self-Service Communities

The latest Salesforce ‘Service Cloud’ features have a really well-rated self-service community platform, which can work for internal and external customers alike. A good thing about the community focus on self-service is that you can start at any size. Whether it’s just a handful of people in a small office sharing tips and ideas for improving customer experience, to 1000 customers actually all checking in daily, to see how they can support and help each other.


Salesforce have made the self-service community quick and easy to setup and you can quite easily create rules and workflows in order to make sure that if the community itself can’t solve a customer’s question, that it automatically gets routed to a customer service agent!



Social Customer Service

Salesforce has one of the most feature rich and powerful social media support toolkits in the market. Social support is one of the fastest growing channels of customer service right now and has been for many years. What is getting more challenging is that customer behaviour now demands that your support team are available across all platforms in a consistent way.


So, a customer that contacts you via Facebook messenger, gets the same level of service and experience as a customer that contacts you through Twitter, Email or Telephone. Salesforce lets you do this by making simple connections into each channel and managing all those requests in one place. This means all your more traditional support channels and live along-side all your more modern social channels, and to the agent… it all looks the same!


Better yet, with ONEiO, if you have specialist tools in place all ready with Service Desk platforms like Jira, ServiceNow, Zendesk, Topdesk, Ivanti or BMC, or conversation marketing tools like Hubspot, you can now fully integrate all these tools. Meaning that agents, sales and service staff can all work from their own tools but then share tickets and request just like they are all using the same software! Take a look.

Read more: Can your really integrate Salesforce and ServiceNow?



Customer Knowledge Bases

No matter how hard they try, most businesses struggled to keep all their knowledge in one place. All the big service and support platforms have knowledge base tools, but Salesforce has particularly great one. They achieve this through having really clever search and indexing tools and then offer a wide range of options to the service agents as to how they then share that with a customer. But that doesn’t always solve the problem of knowledge being in lots of different places. One of the great benefits of putting a centralised integration hub at the heart of all your service tools, is that you can start sharing knowledge across multiple platforms. So, knowledge articles that used to only be available by digging through SharePoint or ServiceNow are now searchable through Salesforce.


These are all great features and tools that exist within Salesforce and in our experience, don’t always take too long to get up and running. However, as you introduce new features and services to your customer support, it’s important to understand how that fits around the work your colleagues and peers are already doing in other teams. Much like the knowledge article example above, many teams may already have lot’s similar functions and information in place, which share a lot of crossover. Therefore, whatever solution you put in place, needs to ensure it is not replacing or removing those things from any specific team.


Ensuring you have reliable and transparent integrations in place, which enable customer facing, sales, marketing and service management teams to quickly and easy collaborate over customer requests is fantastic. Further to that, enabling each team to work on their part of the process using their own tools and data is a fast track way to becoming a more competitive customer facing brand in your market place.


If any of this sounds like ideas or challenges you currently have in your organisation, get in touch with our expert team today, who’ll be delighted to speak to you about your customer service and software integration goals.