Help Desk
With Service Cloud, provide exceptional and fast customer support using real-time data and a Customer 360 view.
Knowledge Base
Tap into the valuable resources your team has put together, and will continue to build, to better support requests. Knowledge Base is a native feature of Service Cloud that helps your agents navigate to resolution more efficiently.
- Match words of phrases from requests to content available in the resource library.
- Agents can choose to reference information by relevance, date or usage.
- Quickly preview content suggestions in the Knowledge Base to avoid opening multiple windows or navigating away from the primary console.
Parent, Student &
Staff Self Service Portal
Provide a faster way for users find the answers and information they need to take the next step.
- Personalized logins and multi factor authentication increase security.
- Automation and workflows aid in providing the most relevant resources in your information library.
- Increase collaboration and peer-to-peer support by creating a hub of relevant information users can use to answer their own questions.
Case Management
Automated processing routes users to the right person with Omni-Channel Routing. Agents have the information they need, in one place, and know what resources have helped their users in similar situations.
- Real-time analytics feed into a 360 degree view of users showing past requests, communication from various sources (email, chat, calls) and the resources users have interacted with.
- Agents are armed with responses, templates and dashboards that move the conversation toward a timely resolution.
- Case Deflection creates a gentle prompt giving users the opportunity to independently solve issues using your knowledge library.
- Keep users informed and positive with Case Escalation by setting time-frames that ensure the right agent is notified when a resolution isn’t provided.
