{"id":250696,"date":"2024-09-18T05:30:00","date_gmt":"2024-09-18T05:30:00","guid":{"rendered":"https:\/\/datascientest.com\/?p=250696"},"modified":"2024-09-14T08:59:17","modified_gmt":"2024-09-14T08:59:17","slug":"salesforce-service-cloud-tout-savoir","status":"publish","type":"post","link":"https:\/\/datascientest.com\/salesforce-service-cloud-tout-savoir","title":{"rendered":"Salesforce Service Cloud : Quelles sont les fonctionnalit\u00e9s ?"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"250696\" class=\"elementor elementor-250696\" data-elementor-post-type=\"post\">\n\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-9fe6c5e e-flex e-con-boxed e-con\" data-id=\"9fe6c5e\" data-element_type=\"container\" data-settings=\"{&quot;content_width&quot;:&quot;boxed&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-76e4173 elementor-widget elementor-widget-heading\" data-id=\"76e4173\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<style>\/*! elementor - v3.15.0 - 02-08-2023 *\/\n.elementor-heading-title{padding:0;margin:0;line-height:1}.elementor-widget-heading .elementor-heading-title[class*=elementor-size-]>a{color:inherit;font-size:inherit;line-height:inherit}.elementor-widget-heading .elementor-heading-title.elementor-size-small{font-size:15px}.elementor-widget-heading .elementor-heading-title.elementor-size-medium{font-size:19px}.elementor-widget-heading .elementor-heading-title.elementor-size-large{font-size:29px}.elementor-widget-heading .elementor-heading-title.elementor-size-xl{font-size:39px}.elementor-widget-heading .elementor-heading-title.elementor-size-xxl{font-size:59px}<\/style><p class=\"elementor-heading-title elementor-size-default\">Marketing, fonctions commerciales, et support client, \u2026 chaque d\u00e9partement a des besoins diff\u00e9rents quant \u00e0 la gestion de la relation client. Tous utilisent le CRM, mais pas forc\u00e9ment de la m\u00eame mani\u00e8re. C\u2019est pourquoi, Salesforce d\u00e9cline ses produits pour chaque service. Marketing Cloud pour l\u2019\u00e9quipe marketing, Sales Cloud pour les commerciaux et Service Cloud pour le support client. <\/p>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-57340ef elementor-widget elementor-widget-text-editor\" data-id=\"57340ef\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<style>\/*! elementor - v3.15.0 - 02-08-2023 *\/\n.elementor-widget-text-editor.elementor-drop-cap-view-stacked .elementor-drop-cap{background-color:#69727d;color:#fff}.elementor-widget-text-editor.elementor-drop-cap-view-framed .elementor-drop-cap{color:#69727d;border:3px solid;background-color:transparent}.elementor-widget-text-editor:not(.elementor-drop-cap-view-default) .elementor-drop-cap{margin-top:8px}.elementor-widget-text-editor:not(.elementor-drop-cap-view-default) .elementor-drop-cap-letter{width:1em;height:1em}.elementor-widget-text-editor .elementor-drop-cap{float:left;text-align:center;line-height:1;font-size:50px}.elementor-widget-text-editor .elementor-drop-cap-letter{display:inline-block}<\/style>\t\t\t\t<p><span style=\"font-weight: 400;\">DataScientest s\u2019int\u00e9resse justement \u00e0 ce dernier module. Qu\u2019est-ce que <strong>Salesforce Service Cloud<\/strong> ? Quelles sont ses fonctionnalit\u00e9s ? D\u00e9couvrez les r\u00e9ponses dans cet article.\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-c81c314 e-flex e-con-boxed e-con\" data-id=\"c81c314\" data-element_type=\"container\" data-settings=\"{&quot;content_width&quot;:&quot;boxed&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-7778ae5 elementor-widget elementor-widget-heading\" data-id=\"7778ae5\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Qu\u2019est-ce que Salesforce Service Cloud ?<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-79a712f elementor-widget elementor-widget-text-editor\" data-id=\"79a712f\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">Salesforce Service Cloud est une <\/span><b>plateforme de gestion de la relation client sp\u00e9cifiquement \u00e0 destination des \u00e9quipes support. <\/b><span style=\"font-weight: 400;\">Autrement dit, c\u2019est une d\u00e9clinaison de Sales Cloud, mais pour le service client. L\u2019objectif \u00e9tant d\u2019offrir une exp\u00e9rience fluide et personnalis\u00e9e \u00e0 chaque interaction, tout en simplifiant le travail des collaborateurs.\u00a0<\/span><\/p><p><span style=\"font-weight: 400;\">Comment ?\u00a0<\/span><\/p><ul><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Gr\u00e2ce \u00e0 <\/span><b>une int\u00e9gration \u00e0 l\u2019\u00e9cosyst\u00e8me Salesforce Customer 360 <\/b><span style=\"font-weight: 400;\">permettant de centraliser l\u2019ensemble des donn\u00e9es client. Les \u00e9quipes de support b\u00e9n\u00e9ficient ainsi d\u2019une vue compl\u00e8te et actualis\u00e9e sur les besoins et les attentes des clients.\u00a0<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Gr\u00e2ce \u00e0 <\/span><b>l\u2019utilisation d\u2019outils bas\u00e9s sur <a href=\"https:\/\/datascientest.com\/intelligence-artificielle-definition\">l\u2019IA<\/a>. <\/b><span style=\"font-weight: 400;\">Les collaborateurs peuvent r\u00e9pondre rapidement et de mani\u00e8re pertinente. Et ce, sur tous les canaux de communication : que ce soit par e-mail, chat, r\u00e9seaux sociaux ou t\u00e9l\u00e9phone.\u00a0<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Gr\u00e2ce \u00e0<\/span><b> la rationalisation des <a href=\"https:\/\/datascientest.com\/workflow-tout-savoir\">workflows <\/a><\/b><span style=\"font-weight: 400;\">et l\u2019automatisation des t\u00e2ches. Les \u00e9quipes gagnent un temps pr\u00e9cieux sur les activit\u00e9s quotidiennes afin de se concentrer sur la valeur apport\u00e9e aux clients finaux.\u00a0<\/span><\/li><li><span style=\"font-weight: 400;\">Gr\u00e2ce \u00e0<\/span><b> l\u2019int\u00e9gration de diverses fonctionnalit\u00e9s<\/b><span style=\"font-weight: 400;\">, comme le chat vid\u00e9o, le partage d\u2019\u00e9cran et le support en temps r\u00e9el. Autant d\u2019\u00e9l\u00e9ments qui enrichissent encore plus l\u2019exp\u00e9rience client.<\/span><\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-91e89d3 elementor-widget elementor-widget-image\" data-id=\"91e89d3\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<style>\/*! elementor - v3.15.0 - 02-08-2023 *\/\n.elementor-widget-image{text-align:center}.elementor-widget-image a{display:inline-block}.elementor-widget-image a img[src$=\".svg\"]{width:48px}.elementor-widget-image img{vertical-align:middle;display:inline-block}<\/style>\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"900\" height=\"514\" src=\"https:\/\/datascientest.com\/wp-content\/uploads\/2024\/09\/salesforce_service_cloud_datascientest_2.jpg\" class=\"attachment-full size-full wp-image-250718\" alt=\"\" loading=\"lazy\" srcset=\"https:\/\/datascientest.com\/wp-content\/uploads\/2024\/09\/salesforce_service_cloud_datascientest_2.jpg 900w, https:\/\/datascientest.com\/wp-content\/uploads\/2024\/09\/salesforce_service_cloud_datascientest_2-300x171.jpg 300w, https:\/\/datascientest.com\/wp-content\/uploads\/2024\/09\/salesforce_service_cloud_datascientest_2-768x439.jpg 768w\" sizes=\"(max-width: 900px) 100vw, 900px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-282644f elementor-align-center button-principale elementor-widget elementor-widget-button\" data-id=\"282644f\" data-element_type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-button-wrapper\">\n\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-sm elementor-animation-grow\" href=\"https:\/\/datascientest.com\/formations-sap\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t<span class=\"elementor-button-text\">Tout apprendre sur Salesforce<\/span>\n\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-347b4f3 elementor-widget elementor-widget-text-editor\" data-id=\"347b4f3\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">Avec Salesforce Service Cloud, les entreprises am\u00e9liorent leur r\u00e9activit\u00e9, renforcent la satisfaction client et optimisent la productivit\u00e9 de leurs \u00e9quipes support.<\/span><\/p><p><span style=\"font-weight: 400;\">Pour preuve, les entreprises qui utilisent Salesforce Services Cloud constatent :\u00a0<\/span><\/p><ul><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">30 % de d\u00e9viation des cas via le libre service<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">32 % d\u2019am\u00e9lioration de la satisfaction client\u00a0<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">29 % d\u2019acc\u00e9l\u00e9ration dans la r\u00e9solution des cas (gr\u00e2ce \u00e0 l\u2019IA)\u00a0<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">31 % de productivit\u00e9 accrue<\/span><\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-dabcf10 e-flex e-con-boxed e-con\" data-id=\"dabcf10\" data-element_type=\"container\" data-settings=\"{&quot;content_width&quot;:&quot;boxed&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-e58a9a5 elementor-widget elementor-widget-heading\" data-id=\"e58a9a5\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Pourquoi utiliser Salesforce Service Cloud ?<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b487667 elementor-widget elementor-widget-text-editor\" data-id=\"b487667\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">Salesforce Service Cloud propose un \u00e9ventail de fonctionnalit\u00e9s am\u00e9liorant \u00e0 la fois l\u2019exp\u00e9rience client et l\u2019exp\u00e9rience collaborateur.<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3172432 elementor-widget elementor-widget-heading\" data-id=\"3172432\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h4 class=\"elementor-heading-title elementor-size-medium\">Un espace de travail puissant<\/h4>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ba9757d elementor-widget elementor-widget-text-editor\" data-id=\"ba9757d\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">Les \u00e9quipes support peuvent s\u2019appuyer sur un espace de travail super puissant pour r\u00e9pondre au plus pr\u00e8s des besoins clients, notamment gr\u00e2ce aux fonctionnalit\u00e9s ci-dessous :\u00a0<\/span><\/p><ul><li style=\"font-weight: 400;\" aria-level=\"1\"><b>La gestion des cas <\/b><span style=\"font-weight: 400;\">: contrairement aux \u00e9quipes marketing et commerciales, les \u00e9quipes du service client sont l\u00e0 pour r\u00e9soudre des probl\u00e9matiques intervenues apr\u00e8s la vente. Pour les g\u00e9rer efficacement et maintenir un niveau de satisfaction client optimale, Salesforce Service Cloud prend en charge toute la gestion des cas, depuis la cr\u00e9ation de cas \u00e0 la cl\u00f4ture en passant par la hi\u00e9rarchisation, l&rsquo;affectation, l&rsquo;escalade ou encore la r\u00e9affectation. Et tout \u00e7a de mani\u00e8re automatis\u00e9e. Ce qui permet aux \u00e9quipes de r\u00e9soudre plus rapidement les plaintes des clients.\u00a0<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><b>La prise de rendez-vous <\/b><span style=\"font-weight: 400;\">: la plateforme simplifie la prise de rendez-vous par les clients. Horaires, emplacement, ressources, \u2026 vous pouvez tout configurer pour faciliter les rencontres avec les clients.\u00a0<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><b>La pr\u00e9sence omnicanale <\/b><span style=\"font-weight: 400;\">: <a href=\"https:\/\/datascientest.com\/salesforce-tout-savoir\">Salesforce<\/a> prend en charge tous les canaux de communication. Peu importe que les plaintes proviennent des r\u00e9seaux sociaux, d\u2019un site web ou d\u2019un appel t\u00e9l\u00e9phonique, tout est centralis\u00e9 sur la plateforme. Combin\u00e9e \u00e0 la gestion des cas, cette fonctionnalit\u00e9 permet d\u2019attribuer la plainte \u00e0 l\u2019agent appropri\u00e9 en toutes circonstances.\u00a0<\/span><\/li><li><b>Les r\u00e9ponses aliment\u00e9es par l\u2019IA <\/b><span style=\"font-weight: 400;\">: comme certaines questions reviennent sans cesse, Services Cloud utilise l\u2019IA pour fournir aux clients des r\u00e9ponses pertinentes, sans que cela n\u2019affecte le travail des \u00e9quipes supports. Bien au contraire, ils sont lib\u00e9r\u00e9s de ces t\u00e2ches chronophages pour se concentrer sur les probl\u00e9matiques les plus complexes.<\/span><\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-eb6d7d6 elementor-widget elementor-widget-text-editor\" data-id=\"eb6d7d6\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">\u00c0 travers toutes ces fonctionnalit\u00e9s, Salesforce Service Cloud am\u00e9liore le suivi des cas clients, mais aussi et surtout, leur satisfaction. <\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-70e95d6 elementor-widget elementor-widget-image\" data-id=\"70e95d6\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"900\" height=\"514\" src=\"https:\/\/datascientest.com\/wp-content\/uploads\/2024\/09\/salesforce_service_cloud_datascientest_1.jpg\" class=\"attachment-full size-full wp-image-250714\" alt=\"\" loading=\"lazy\" srcset=\"https:\/\/datascientest.com\/wp-content\/uploads\/2024\/09\/salesforce_service_cloud_datascientest_1.jpg 900w, https:\/\/datascientest.com\/wp-content\/uploads\/2024\/09\/salesforce_service_cloud_datascientest_1-300x171.jpg 300w, https:\/\/datascientest.com\/wp-content\/uploads\/2024\/09\/salesforce_service_cloud_datascientest_1-768x439.jpg 768w\" sizes=\"(max-width: 900px) 100vw, 900px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d7e1342 elementor-align-center button-principale elementor-widget elementor-widget-button\" data-id=\"d7e1342\" data-element_type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-button-wrapper\">\n\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-sm elementor-animation-grow\" href=\"https:\/\/datascientest.com\/formations-sap\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t<span class=\"elementor-button-text\">Se former \u00e0 Salesforce<\/span>\n\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-050d0eb elementor-widget elementor-widget-heading\" data-id=\"050d0eb\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h4 class=\"elementor-heading-title elementor-size-medium\">Une base de connaissance<\/h4>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0e0f9da elementor-widget elementor-widget-text-editor\" data-id=\"0e0f9da\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">Salesforce Service Cloud met \u00e0 disposition des \u00e9quipes une base de connaissance pour les aider \u00e0 fournir des r\u00e9ponses pertinentes aux clients. Voici quelques-unes des fonctionnalit\u00e9s indispensables :\u00a0<\/span><\/p><ul><li style=\"font-weight: 400;\" aria-level=\"1\"><b>Le centre d\u2019aide <\/b><span style=\"font-weight: 400;\">: pour aider les clients \u00e0 trouver rapidement des r\u00e9ponses \u00e0 leurs questions les plus courantes.\u00a0<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><b>Une biblioth\u00e8que en ligne<\/b><span style=\"font-weight: 400;\"> : les agents peuvent la consulter rapidement pour r\u00e9soudre les cas les plus complexes.\u00a0<\/span><\/li><li><b>Les recommandations d&rsquo;articles bas\u00e9es sur l&rsquo;IA<\/b><span style=\"font-weight: 400;\"> : l&rsquo;<a href=\"https:\/\/datascientest.com\/intelligence-artificielle-definition\">intelligence artificielle <\/a> fournit automatiquement une documentation relative \u00e0 des cas similaires pour aider les \u00e9quipes \u00e0 fournir une r\u00e9ponse adapt\u00e9e, tout en gagnant du temps dans la recherche.<\/span><\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-42e2ae9 elementor-widget elementor-widget-heading\" data-id=\"42e2ae9\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h4 class=\"elementor-heading-title elementor-size-medium\">Un espace collaboratif<\/h4>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c35ca97 elementor-widget elementor-widget-text-editor\" data-id=\"c35ca97\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">Salesforce Service Cloud int\u00e8gre l\u2019outil Slack pour simplifier les interactions entre les collaborateurs et acc\u00e9l\u00e9rer la r\u00e9solution des cas clients.\u00a0<\/span><\/p><p><span style=\"font-weight: 400;\">Voici quelques-unes des fonctionnalit\u00e9s rendues possibles gr\u00e2ce \u00e0 cette int\u00e9gration :\u00a0<\/span><\/p><ul><li style=\"font-weight: 400;\" aria-level=\"1\"><b>L\u2019expert Finder :<\/b><span style=\"font-weight: 400;\"> pour trouver le collaborateur le plus comp\u00e9tent pour r\u00e9soudre un probl\u00e8me.\u00a0<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><b>Le Swarm : <\/b><span style=\"font-weight: 400;\">pour acc\u00e9der \u00e0 toutes les donn\u00e9es du <a href=\"https:\/\/datascientest.com\/crm-tout-savoir\">CRM<\/a>, aussi bien depuis Service Cloud que depuis Slack.\u00a0<\/span><\/li><li><b>Les workflow builder :<\/b><span style=\"font-weight: 400;\"> pour acheminer automatiquement des t\u00e2ches vers d\u2019autres services (comme l\u2019\u00e9quipe commerciale). <\/span><\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8ae0453 elementor-widget elementor-widget-text-editor\" data-id=\"8ae0453\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">Entre la centralisation des donn\u00e9es et l\u2019automatisation, les \u00e9quipes travaillent et collaborent beaucoup plus efficacement.<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-af5d5a7 elementor-widget elementor-widget-heading\" data-id=\"af5d5a7\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h4 class=\"elementor-heading-title elementor-size-medium\">Une r\u00e9duction des co\u00fbts<\/h4>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6036b81 elementor-widget elementor-widget-text-editor\" data-id=\"6036b81\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">L\u2019objectif de Salesforce Service Cloud est avant tout d\u2019am\u00e9liorer la satisfaction client gr\u00e2ce \u00e0 une meilleure gestion des incidents. Et ce, \u00e0 toutes les \u00e9tapes :\u00a0<\/span><\/p><ul><li style=\"font-weight: 400;\" aria-level=\"1\"><b>La d\u00e9tection des incidents :<\/b><span style=\"font-weight: 400;\"> les \u00e9quipes peuvent anticiper les \u00e9ventuelles plaintes en surveillant attentivement l\u2019activit\u00e9 des clients sur les diff\u00e9rents canaux. Cette d\u00e9tection rapide permet de r\u00e9soudre beaucoup plus efficacement les \u00e9ventuels probl\u00e8mes.\u00a0<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><b>La r\u00e9ponse aux incidents<\/b><span style=\"font-weight: 400;\"> : s\u2019ils n\u2019ont pas pu \u00eatre r\u00e9sorb\u00e9s en amont, les \u00e9quipes b\u00e9n\u00e9ficient de plusieurs outils pour les corriger rapidement (comme les donn\u00e9es clients, l\u2019espace collaboratif, \u2026).\u00a0<\/span><\/li><li><b>La r\u00e9solution des incidents :<\/b><span style=\"font-weight: 400;\"> gr\u00e2ce \u00e0 des <a href=\"https:\/\/datascientest.com\/data-analysis-tout-savoir\">outils d\u2019analyse pertinents<\/a>, il est possible d\u2019identifier la cause de telle ou telle plainte, pour \u00e9viter que celle-ci ne se reproduise \u00e0 l\u2019avenir.<\/span><\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-efdf09b elementor-widget elementor-widget-image\" data-id=\"efdf09b\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"900\" height=\"514\" src=\"https:\/\/datascientest.com\/wp-content\/uploads\/2024\/09\/salesforce_service_cloud_datascientest_3.jpg\" class=\"attachment-full size-full wp-image-250719\" alt=\"\" loading=\"lazy\" srcset=\"https:\/\/datascientest.com\/wp-content\/uploads\/2024\/09\/salesforce_service_cloud_datascientest_3.jpg 900w, https:\/\/datascientest.com\/wp-content\/uploads\/2024\/09\/salesforce_service_cloud_datascientest_3-300x171.jpg 300w, https:\/\/datascientest.com\/wp-content\/uploads\/2024\/09\/salesforce_service_cloud_datascientest_3-768x439.jpg 768w\" sizes=\"(max-width: 900px) 100vw, 900px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9fdddc0 elementor-widget elementor-widget-text-editor\" data-id=\"9fdddc0\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">En limitant les incidents (aussi bien en amont qu\u2019en aval), les entreprises r\u00e9duisent les co\u00fbts n\u00e9cessaires \u00e0 la mise en place d\u2019actions correctrices.\u00a0<\/span><\/p><p><span style=\"font-weight: 400;\">Salesforce Service Cloud est une solution compl\u00e8te qui tire pleinement parti des nouvelles technologies pour simplifier le travail des \u00e9quipes clients. Plus disponibles, ils sont plus \u00e0 m\u00eame de trouver des solutions personnalis\u00e9es pour les clients, et ainsi am\u00e9liorer leur satisfaction.\u00a0<\/span><\/p><p><span style=\"font-weight: 400;\">Mais pour utiliser pleinement cette plateforme, mieux vaut <a href=\"https:\/\/datascientest.com\/formation-salesforce\">suivre une formation compl\u00e8te<\/a>.\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1691bf1 elementor-align-center button-principale elementor-widget elementor-widget-button\" data-id=\"1691bf1\" data-element_type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-button-wrapper\">\n\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-sm elementor-animation-grow\" href=\"https:\/\/datascientest.com\/formations-sap\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t<span class=\"elementor-button-text\">D\u00e9couvrir nos formations<\/span>\n\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-07ece07 e-flex e-con-boxed e-con\" data-id=\"07ece07\" data-element_type=\"container\" data-settings=\"{&quot;content_width&quot;:&quot;boxed&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-f24da7c elementor-widget elementor-widget-html\" data-id=\"f24da7c\" data-element_type=\"widget\" data-widget_type=\"html.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<script type=\"application\/ld+json\">\r\n{\r\n  \"@context\": \"https:\/\/schema.org\",\r\n  \"@type\": \"FAQPage\",\r\n  \"mainEntity\": [{\r\n    \"@type\": \"Question\",\r\n    \"name\": \"Qu'est-ce que Salesforce Service Cloud ?\",\r\n    \"acceptedAnswer\": {\r\n      \"@type\": \"Answer\",\r\n      \"text\": \"Salesforce Service Cloud est une plateforme de gestion du service client qui aide les entreprises \u00e0 fournir un support client exceptionnel. Elle permet de g\u00e9rer les demandes clients, les interactions multicanales, les cas de support, et les relations clients de mani\u00e8re efficace et centralis\u00e9e.\"\r\n    }\r\n  },{\r\n    \"@type\": \"Question\",\r\n    \"name\": \"Quelles sont les principales fonctionnalit\u00e9s de Salesforce Service Cloud ?\",\r\n    \"acceptedAnswer\": {\r\n      \"@type\": \"Answer\",\r\n      \"text\": \"Les principales fonctionnalit\u00e9s incluent la gestion des cas, la base de connaissances, le support multicanal (email, chat, t\u00e9l\u00e9phone, r\u00e9seaux sociaux), l'automatisation des workflows, et l'Intelligence Artificielle pour sugg\u00e9rer des r\u00e9ponses et prioriser les cas.\"\r\n    }\r\n  },{\r\n    \"@type\": \"Question\",\r\n    \"name\": \"Comment Salesforce Service Cloud am\u00e9liore-t-il l'efficacit\u00e9 du service client ?\",\r\n    \"acceptedAnswer\": {\r\n      \"@type\": \"Answer\",\r\n      \"text\": \"Service Cloud centralise toutes les interactions client, ce qui permet aux agents de r\u00e9pondre rapidement et de mani\u00e8re inform\u00e9e. L'automatisation des t\u00e2ches r\u00e9p\u00e9titives et l'utilisation d'outils d'IA am\u00e9liorent l'efficacit\u00e9 et r\u00e9duisent les temps de r\u00e9ponse.\"\r\n    }\r\n  },{\r\n    \"@type\": \"Question\",\r\n    \"name\": \"Salesforce Service Cloud est-il adapt\u00e9 \u00e0 toutes les tailles d'entreprise ?\",\r\n    \"acceptedAnswer\": {\r\n      \"@type\": \"Answer\",\r\n      \"text\": \"Oui, Salesforce Service Cloud est con\u00e7u pour \u00eatre flexible et s'adapte aux besoins des petites, moyennes et grandes entreprises, permettant \u00e0 chaque organisation d'offrir un service client de haute qualit\u00e9.\"\r\n    }\r\n  }]\r\n}\r\n<\/script>\r\n\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Marketing, fonctions commerciales, et support client, \u2026 chaque d\u00e9partement a des besoins diff\u00e9rents quant \u00e0 la gestion de la relation client. Tous utilisent le CRM, mais pas forc\u00e9ment de la m\u00eame mani\u00e8re. C\u2019est pourquoi, Salesforce d\u00e9cline ses produits pour chaque service. Marketing Cloud pour l\u2019\u00e9quipe marketing, Sales Cloud pour les commerciaux et Service Cloud pour [&hellip;]<\/p>\n","protected":false},"author":74,"featured_media":250698,"comment_status":"open","ping_status":"open","sticky":false,"template":"elementor_theme","format":"standard","meta":{"content-type":"","inline_featured_image":false},"categories":[2493],"tags":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v21.7 (Yoast SEO v21.7) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Salesforce Service Cloud : Quelles sont les fonctionnalit\u00e9s ?<\/title>\n<meta name=\"description\" content=\"Salesforce Service Cloud est une plateforme pens\u00e9e sp\u00e9cialement pour le support client. D\u00e9couvrez toutes ses fonctionnalit\u00e9s ici.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/datascientest.com\/salesforce-service-cloud-tout-savoir\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Salesforce Service Cloud : Quelles sont les fonctionnalit\u00e9s ?\" \/>\n<meta property=\"og:url\" content=\"https:\/\/datascientest.com\/salesforce-service-cloud-tout-savoir\" \/>\n<meta property=\"og:site_name\" content=\"Formation Data Science | DataScientest.com\" \/>\n<meta property=\"article:published_time\" content=\"2024-09-18T05:30:00+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2024-09-14T08:59:17+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/datascientest.com\/wp-content\/uploads\/2024\/09\/salesforce_service_cloud_datascientest.png\" \/>\n\t<meta property=\"og:image:width\" content=\"1200\" \/>\n\t<meta property=\"og:image:height\" content=\"600\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"Antoine Tardivon\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"\u00c9crit par\" \/>\n\t<meta name=\"twitter:data1\" content=\"Antoine Tardivon\" \/>\n\t<meta name=\"twitter:label2\" content=\"Dur\u00e9e de lecture estim\u00e9e\" \/>\n\t<meta name=\"twitter:data2\" content=\"6 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/datascientest.com\/salesforce-service-cloud-tout-savoir\",\"url\":\"https:\/\/datascientest.com\/salesforce-service-cloud-tout-savoir\",\"name\":\"Salesforce Service Cloud : Quelles sont les fonctionnalit\u00e9s ?\",\"isPartOf\":{\"@id\":\"https:\/\/datascientest.com\/#website\"},\"datePublished\":\"2024-09-18T05:30:00+00:00\",\"dateModified\":\"2024-09-14T08:59:17+00:00\",\"author\":{\"@id\":\"https:\/\/datascientest.com\/#\/schema\/person\/40cb5b6317e138be77b9dd23007cab57\"},\"description\":\"Salesforce Service Cloud est une plateforme pens\u00e9e sp\u00e9cialement pour le support client. D\u00e9couvrez toutes ses fonctionnalit\u00e9s ici.\",\"inLanguage\":\"fr-FR\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/datascientest.com\/salesforce-service-cloud-tout-savoir\"]}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/datascientest.com\/#website\",\"url\":\"https:\/\/datascientest.com\/\",\"name\":\"Formation Data Science | DataScientest.com\",\"description\":\"Leader de la formation en Data Science\",\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/datascientest.com\/?s={search_term_string}\"},\"query-input\":\"required name=search_term_string\"}],\"inLanguage\":\"fr-FR\"},{\"@type\":\"Person\",\"@id\":\"https:\/\/datascientest.com\/#\/schema\/person\/40cb5b6317e138be77b9dd23007cab57\",\"name\":\"Antoine Tardivon\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"fr-FR\",\"@id\":\"https:\/\/datascientest.com\/#\/schema\/person\/image\/\",\"url\":\"https:\/\/datascientest.com\/wp-content\/uploads\/2023\/11\/antoine-tardivon.jpeg\",\"contentUrl\":\"https:\/\/datascientest.com\/wp-content\/uploads\/2023\/11\/antoine-tardivon.jpeg\",\"caption\":\"Antoine Tardivon\"},\"description\":\"Antoine Tardivon est Data Scientist chez DataScientest. Il a pr\u00e9c\u00e9demment effectu\u00e9 un stage en impl\u00e9mentation Python \u00e0 l'University of Helsinki et en recherche Machine Learning chez Thales. Dipl\u00f4m\u00e9 de l'Ecole centrale de Nantes et d'Audencia, il poss\u00e8de des comp\u00e9tences en ing\u00e9nierie et en finance.\",\"sameAs\":[\"https:\/\/www.linkedin.com\/in\/antoine-tardivon-385881204\/\",\"Business Intelligence\"],\"url\":\"https:\/\/datascientest.com\/author\/antoinetardivon\"}]}<\/script>\n<!-- \/ Yoast SEO Premium plugin. -->","yoast_head_json":{"title":"Salesforce Service Cloud : Quelles sont les fonctionnalit\u00e9s ?","description":"Salesforce Service Cloud est une plateforme pens\u00e9e sp\u00e9cialement pour le support client. D\u00e9couvrez toutes ses fonctionnalit\u00e9s ici.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/datascientest.com\/salesforce-service-cloud-tout-savoir","og_locale":"fr_FR","og_type":"article","og_title":"Salesforce Service Cloud : Quelles sont les fonctionnalit\u00e9s ?","og_url":"https:\/\/datascientest.com\/salesforce-service-cloud-tout-savoir","og_site_name":"Formation Data Science | DataScientest.com","article_published_time":"2024-09-18T05:30:00+00:00","article_modified_time":"2024-09-14T08:59:17+00:00","og_image":[{"width":1200,"height":600,"url":"https:\/\/datascientest.com\/wp-content\/uploads\/2024\/09\/salesforce_service_cloud_datascientest.png","type":"image\/png"}],"author":"Antoine Tardivon","twitter_card":"summary_large_image","twitter_misc":{"\u00c9crit par":"Antoine Tardivon","Dur\u00e9e de lecture estim\u00e9e":"6 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"WebPage","@id":"https:\/\/datascientest.com\/salesforce-service-cloud-tout-savoir","url":"https:\/\/datascientest.com\/salesforce-service-cloud-tout-savoir","name":"Salesforce Service Cloud : Quelles sont les fonctionnalit\u00e9s ?","isPartOf":{"@id":"https:\/\/datascientest.com\/#website"},"datePublished":"2024-09-18T05:30:00+00:00","dateModified":"2024-09-14T08:59:17+00:00","author":{"@id":"https:\/\/datascientest.com\/#\/schema\/person\/40cb5b6317e138be77b9dd23007cab57"},"description":"Salesforce Service Cloud est une plateforme pens\u00e9e sp\u00e9cialement pour le support client. D\u00e9couvrez toutes ses fonctionnalit\u00e9s ici.","inLanguage":"fr-FR","potentialAction":[{"@type":"ReadAction","target":["https:\/\/datascientest.com\/salesforce-service-cloud-tout-savoir"]}]},{"@type":"WebSite","@id":"https:\/\/datascientest.com\/#website","url":"https:\/\/datascientest.com\/","name":"Formation Data Science | DataScientest.com","description":"Leader de la formation en Data Science","potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/datascientest.com\/?s={search_term_string}"},"query-input":"required name=search_term_string"}],"inLanguage":"fr-FR"},{"@type":"Person","@id":"https:\/\/datascientest.com\/#\/schema\/person\/40cb5b6317e138be77b9dd23007cab57","name":"Antoine Tardivon","image":{"@type":"ImageObject","inLanguage":"fr-FR","@id":"https:\/\/datascientest.com\/#\/schema\/person\/image\/","url":"https:\/\/datascientest.com\/wp-content\/uploads\/2023\/11\/antoine-tardivon.jpeg","contentUrl":"https:\/\/datascientest.com\/wp-content\/uploads\/2023\/11\/antoine-tardivon.jpeg","caption":"Antoine Tardivon"},"description":"Antoine Tardivon est Data Scientist chez DataScientest. Il a pr\u00e9c\u00e9demment effectu\u00e9 un stage en impl\u00e9mentation Python \u00e0 l'University of Helsinki et en recherche Machine Learning chez Thales. Dipl\u00f4m\u00e9 de l'Ecole centrale de Nantes et d'Audencia, il poss\u00e8de des comp\u00e9tences en ing\u00e9nierie et en finance.","sameAs":["https:\/\/www.linkedin.com\/in\/antoine-tardivon-385881204\/","Business Intelligence"],"url":"https:\/\/datascientest.com\/author\/antoinetardivon"}]}},"_links":{"self":[{"href":"https:\/\/datascientest.com\/wp-json\/wp\/v2\/posts\/250696"}],"collection":[{"href":"https:\/\/datascientest.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/datascientest.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/datascientest.com\/wp-json\/wp\/v2\/users\/74"}],"replies":[{"embeddable":true,"href":"https:\/\/datascientest.com\/wp-json\/wp\/v2\/comments?post=250696"}],"version-history":[{"count":0,"href":"https:\/\/datascientest.com\/wp-json\/wp\/v2\/posts\/250696\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/datascientest.com\/wp-json\/wp\/v2\/media\/250698"}],"wp:attachment":[{"href":"https:\/\/datascientest.com\/wp-json\/wp\/v2\/media?parent=250696"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/datascientest.com\/wp-json\/wp\/v2\/categories?post=250696"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/datascientest.com\/wp-json\/wp\/v2\/tags?post=250696"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}