What is Salesforce Service Cloud?

Salesforce service cloud provides customer service and support. It is used to improve customer experience and ease the stress of the support team. Customers can lodge complaints/inquiries via email, social media, phone, real-time Webchat, or online communities.
Service cloud consists of:-
• Case Management: Handles all customer products, support, service, and issues resolution.
• Service Console: Built for users in a fast-paced environment that needs to browse, update, and create records immediately.
• CTI Integration: Integration of the telephony system with salesforce. It has a screen popping which displays the information of a caller as well as the phone control and automatic dialing.
• Live Agent Chat: provides a chat interface that enables customers to chat with the salesforce sales and service agents.
• Social Services: used to create and monitor cases through online channels such as posts, tweets, Facebook, etc.
• Knowledge Articles: Documentation feature that enables you to store information such as useful frequently asked questions (FAQs) and other vital information. You can also save content, articles, newsletters, etc.
• Omni-Channel: Automatically sends the right work to the most capable person in real-time. Omni-Chanel currently supports leads, cases, chats, order, SoS video calls, custom objects, and social posts
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