Thanks to a wide range of features that optimise workflows and automate service procedures, Salesforce Service Cloud is a hugely popular customer service management system with a tonne of potential to improve client interactions. However, like with any instrument with enormous potential, all that cleverness is wasted if the user doesn’t fully utilise it.

It’s similar to not utilising all that your smartphone has to offer. Consider that you recently spent $800 on the newest iPhone. With Apple’s latest A14 chip, capability for 5G cellular networks, and access to more than 2 million iOS apps, it is a stylish, potent piece of technology.

And yet, not a single one of them is downloaded.

You save the images to your computer before sending them to your pals rather than sharing them via Airdrop.

You decide to log in to your inbox using a mobile web browser rather than an email app.

How To Use Salesforce Service Cloud To Your Best Advantage

This may seem like an over-the-top example, but you understand the point.

We unintentionally complicate even the simplest activities and needlessly waste time and energy, not to mention associated costs, when we have robust technologies with numerous capacities to make our lives easier but lack the time or patience to learn how to utilise them.

A company’s customer service management solution may become a barrier rather than a valuable tool because of the same problem, albeit with different demands and circumstances.

In terms of customer service applications, Salesforce has been placed top by IDC 2020 revenue market share. However, just like in the case of the iPhone, the effectiveness of a system of valuable tools depends on the person using it.

The following are some of the most likely reasons why Salesforce Service Cloud isn’t being utilised to its fullest extent:

Need to know more? See how your brand will go from excellent to outstanding with the help of our trained Salesforce implementation consultants.

Service representatives and managers are overworked. It’s a problem. Customer service representatives frequently don’t have much time in the day to take a break and complete a retraining programme due to their work’s demanding and frantic nature. They also lack time to think through their manual processes and explain them to their managers and Service Cloud admins.