Salesforce Service Cloud
Support your customers across multiple channels — email, phone and web forms — with effective, personalised service from one console.
Scope and Key Functionalities
Initial CRM Setup
- Data model configured for the support process, with custom fields
- Security model based on user roles and profiles
- Customised Service Console app: everything agents need in one view
Omnichannel Support
- Multi-channel support via email-to-case and web form
- 360º view of accounts and related cases
- Normalised communications with email templates
- Macros to automate repetitive tasks, queues to manage workload
Analytics & KPIs
- Support reporting with customised reports and a dashboard
- Reports on ticket-closure efficiency and reasons
- Control dashboard for support-team performance
- Export to third-party BI tools in multiple formats
Up to 2 custom objects and 50 fields · 2 profiles · 2 support processes · 2 email-to-case · 2 queues · 1 automation + 3 macros · 2 email templates · 5 reports and 1 dashboard · Migration of up to 4 objects
Delivery Plan and WhatsApp Option
Initial Analysis & Consulting
Up to 3 sessions (6 h) with business stakeholders.
Customisation & Project Management
Dailies, weeklies and end-of-sprint meetings.
Testing & Trainings
Up to 3 training sessions of 2 h each, admins included.
Deployment & Go-Live
Readiness evaluation, data migration of up to 4 objects, go-live.
WhatsApp Implementation — optional, +1,700 €
- WhatsApp Business via Salesforce Digital Engagement, with outbound templates sent directly from Salesforce
- Omnichannel: one single entry point for customer support
- Supervisor Console to measure team performance
- Up to 1 WhatsApp number, 2 queues, 4 presence statuses and 5 templates with basic training
Other Accelerator Packs
See the full catalogueService Cloud, answered.
The questions buyers ask before committing to this pack.
How much does a Salesforce Service Cloud implementation cost?
The Eksido Service Cloud Accelerator Pack costs a fixed 4,900 € against the published scope. The optional WhatsApp implementation adds 1,700 €. Taxes and Salesforce licences are not included.
How long does a Service Cloud implementation take?
The Eksido Service Cloud Accelerator Pack takes 3 to 4 weeks, from the first analysis session to go-live.
Which support channels are covered?
Email-to-case and web forms are in the fixed 4,900 € scope, together with a customised Service Console, macros, queues and closure reporting. WhatsApp through Salesforce Digital Engagement is an optional add-on at 1,700 €.
How much of my existing data can be migrated?
Migration of up to 4 objects is included. Extracting the data is the client’s responsibility; Eksido provides the CSV migration templates.
Talk to us about Service Cloud.
Tell us where you are today and we will tell you whether the Service Cloud pack fits. Before any project starts, you get:
- A written scope against the published pack
- A fixed price (4,900 €) and a delivery plan
- A 3 month guarantee from go-live
Not sure this is the right first move? The free Salesforce Assessment answers that in two to three weeks, at no cost.