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Top Salesforce Service Cloud Implementation & Customization Agency
Salesforce Service Cloud is a customer service and support application that helps your customer support team stay happy – without getting crazy about trying to keep up with multiple communication channels. We are a partner agency of Salesforce that helps customers establish and develop Salesforce Service to improve the way your agents manage cases and communicate with your customers.
Our Service Cloud implementation teams recognize each company’s unique needs and processes. We therefore offer a full range of solutions and options tailored to the needs of the company. Rave offers Salesforce’s best innovation enterprise solutions, such as Chatter, contact center, social media, social communities, live agent and analytics, each of which can be tailored to improve and extend functionality.
What We Do
Through stakeholder workshops and user groups, we help define your requirements. We then create user travel, UX and wireframes to ensure that your users can do everything they need.
Defining Your Solutions
Once everyone has agreed on the project requirements, we will draw up wish lists of “must haves,” “nice to haves” and “low priority” tasks. Looking at user stories, we then plan a series of sprints, usually six weeks, divided into one – week planning, two weeks on building, another on UAT, and two weeks off. Then we check and repeat.
Sprint-based Development
Now it’s time to plan a controlled deployment. This means unit testing ; realistic time frames ; freezes of content ; and control of set changes. Finally, who are we going to need to train on your team? We’re completely flexible to meet your needs.
Deployment and Training
Nearly there! Now it’s time to plan out the deployment in a controlled way. This means unit testing; realistic timeframes; content freezes; and change set control. Finally, who is it on your team that we’ll need to train? We’re entirely flexible to your needs.
Key Features of Salesforce Service Cloud
Service Cloud Lightning is the most comprehensive customer service platform, including the Lightning Service Console, case management, omni-channel routing, macros and much more. See all the features here:
Lightning Service Console
Increase agent productivity with agent experience in the next generation. Put all the information agents for a 360-degree view of customers at their fingertips.
Case Management
Faster resolution of cases with easy visibility in the full context of all cases and a record of each customer interaction – all on a streamlined dashboard.
Workflow and Approvals
Using Workflow, customize and automate any customer service or approval process with ease of drag and drop.
Omni-channel Routing
Deliver intelligent service by automatically matching cases with the agent with the best solution skills.
Telephony Integration
Integrate with the most popular systems for CTI. When customers call, log notes instantly. In addition, manage calls without touching the phone from within the console.
Social Customer Service
Monitor customer posts on social media channels such as Twitter, Facebook, Instagram and others more quickly and respond to them.
Automation with Macros
Free your support agents by automating common, repeated, multi – step tasks to more efficiently solve customer problems.
Account and Contact Management
Be prepared when customers reach your company right at their fingertips by arming agents with critical data on past communications.
Custom Reports and Dashboards
Make informed decisions by reporting in real time. Track customer information and cases for a customer’s 360-degree view.
Asset and Order Management
Track assets, orders, history of support and more of customers in one place for a full view of their activities.
Salesforce Service Cloud Edition Comparison
Features | Lightning Essentials | Lightning Professional | Lightning Enterprise | Lightning Unlimited |
|---|---|---|---|---|
Introduction | Connect to customers on email, Facebook, Twitter, and your website with a service console designed to give you everything you need to help your customers, on one screen. | Track your customer cases, manage service contracts and entitlements, and leverage the best-in-class Service Console app. Get real-time business insights with customizable reports and dashboards. | Manage complex case requirements & differentiate the agent experience with access to unlimited Service Console apps. Customize Salesforce to your company with custom record types & automate complex business processes and integrate with any system using our API. | Customize Service Cloud Lightning to scale customer service processes and improve productivity. Live Agent Web chat and Salesforce Knowledge to better service your customers. Access to unlimited online training, 24/7 toll-free support, and over 100 admin services. |
Collaborate across your company | Some Features | Some Features | Some Features | Some Features |
Equip Every Agent with Productivity Tools | Some Features | Some Features | All Features | All Features |
Personalize the Service Experience with Digital Engagement | Some Features | Some Features | All Features | All Features |
Empower Customers with Self-service Communities | Not Included | Not Included | All Features | All Features |
Transform Field Service Operations | Not Included | Some Features | All Features | All Features |
Get Real-time Business Insights | Some Features | Some Features | All Features | All Features |
Cross-sell and upsell more easily | Some Features | Some Features | All Features | All Features |
Connect Service Info to any App | Some Features | All Features | All Features | All Features |
Customize and automate processes | Some Features | Some Features | All Features | All Features |
Get the most out of Salesforce | Some Features | All Features | All Features | All Features |
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Customers Rave About Us
Our migration to Salesforce was quite complicated but Rave Digital makes it seamless.
Rave Digital keeps everything moving smoothly, makes sure all the deadlines are met while maintaining the high standards.
Rave Digital was great helping us with utilizing the Salesforce platform throughout our business. They were practical and realistic with capabilities of the system within the needs for our business. All timelines were met, communication was great and the end product they delivered was great! I would 100 percent recommend them to anyone looking to utilize the power of Salesforce.
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