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Episode Info: Today on the Salesforce Admins Podcast, we’re chatting with Purvi Desai, Director Product Marketing for Service Cloud. We learn how admins can get started with this amazing product. Join us as we talk about how to use personas to help you configure service cloud, the amazing powers of macros, and some product marketing insights about how to build a demo. You should subscribe for the full episode, but here are a few takeaways from our conversation with Purvi Desai. What we learned about Service Cloud at TrailheaDX. We saw Purvi’s segment about Service Cloud at TrailheaDX and knew we had to bring her on the pod to tell us more about it. “This session was really all about how admins can champion productivity for service agents,” she says, “admins wear many hats, they’re product managers where they’re implementing roadmap and rolling out new features, but they’re also very much responsible for the user experience.” In a world where service organizations are measured by average handle time and customer satisfaction, optimizing the experience for service agents means cases are handled faster and customers leave the interaction happier. How to start thinking about Service Cloud users. In her segment, Purvi walked us through everything from automations to Lightning Flows and AI that can save time and make everyone more productive. What’s so crucial with Service Cloud that differentiates it from working with sales is your users are working through the interface you’ve given them at the same moment as they’re dealing with the customer. One thing that comes in handy is leveraging personas: case solvers, expert agents, and team leaders. Understanding who each of these users are and what they need to do will help you optimize their workflow. Another important concept to get your head around is the type of cases your company solves. A software company is going to have a very different workflow than a retail organization, for example. You need to make decisions about what information will be most helpful to your reps in the moment they’re dealing with the customer. “Any little thing you can automate, any second saved is really important,” Purvi says. New Service Cloud features coming in Summer 20. Looking forward to Summer 20, we’re adding several new features that are incredibly exciting. Service Cloud Voice brings a native integration of intelligent telephony to the Salesforce platform. Putting everything all in one place is especially important when several people are working from home and may not have the same amount of screen real estate they’re used to. For team leaders, you have everything all in one place, including voice. Most importantly, you have richer analytics to help you make decisions in real-time. “This is going to help our agents because it’s going to help them focus on the customer rather than writing notes or searching for an answer,” Purvi says, because now there’s live voice transcription. Everyth...
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