Salesforce Field Service Lightning is a Management software for enhanced customer field services, providing 360-degree analysis, real-time data transport to the service team working on-field, and a learning map for service success.Ĭomponents Of Salesforce Field Service Lightning: With Salesforce Service Cloud, customer service is easy, efficient, and painless.Īs a Salesforce Leader, I’ve discovered seven key Salesforce Service Cloud features that truly appeal to our clients. They could have started the replacement process without transferring or making her repeat herself. They would have been able to see that she had just purchased the fitness tracker, that it was defective, and that she needed a replacement. If that representative had been using Salesforce Service Cloud, they would have had all of Jenny’s information at their fingertips. She wished the customer support representative had been more knowledgeable and had the tools to help her immediately. She had spent a lot of money on the fitness tracker, and now she had to deal with even more hassle to get a replacement. Finally, the representative told her they couldn’t help her and that she needed to contact the manufacturer directly. She had to repeat her name, issue, and all the troubleshooting she had already done. After several minutes of back-and-forth, Jenny was transferred to a different representative. The first representative she spoke with was friendly enough but had trouble understanding her issue. She tried troubleshooting it herself, but nothing worked. But when it arrived, she realized that it was defective. She researched, read reviews, and finally settled on the perfect one. Jenny was excited to try out her new fitness tracker.
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