How to use Salesforce Service Cloud SMS


Salesforce Service Cloud is probably one of your team’s favorite tools. It helps customer service agents organize customer requests, answer their queries, and generally provide better customer service. With Salesforce Service Cloud SMS, your team can help more customers faster than ever before.

A Salesforce SMS integration enables Salesforce and your business text messaging solution to share data. Real-time data sharing helps your teams do everything from maintaining an accurate source of knowledge to streamlining workflows.

Read on to learn five ways to use this powerful Service Cloud SMS integration in your team’s day-to-day operations.

Keep contact data accurate with system syncing

A Salesforce SMS integration automatically syncs data between both systems. In other words, the data that you add into one platform will update in the other platform right away.

For example, when customers text your business SMS platform, the messages will automatically upload to the phone number of the SFDC ticket requester. If the sender is a new customer, a customer service agent will save that contact information in the business text messaging solution, and Salesforce will automatically add the new contact. If you add new contact data to the Salesforce organization, it will appear in the business text messaging solution. Plus, it logs chats to the appropriate Service Cloud ticket so team members can get a full view of customer interactions.

Automated system syncing ensures that all of the contact information in Salesforce and your business text messaging solution is accurate, including custom fields. With accurate data, your teams can provide a more personal, tailored SMS service using Salesforce Service Cloud messaging.

Resolve more tickets with in-platform texting

Customer service agents spend a lot of time inside the Salesforce Service Cloud. They are constantly inside the platform to review customer history, follow up on ticket requests, and send customers follow-ups.

With a Salesforce SMS integration, agents can reply to or send an SMS from Salesforce Service Cloud without leaving the platform. They can save time by texting right from Salesforce Cases, Salesforce Contacts, Leads, Campaigns, Accounts, or Person Accounts. A top-notch business text messaging solution will also offer classic efficiency features through this integration, like templates, reminders, and message scheduling.

Accessing these tools from within the Salesforce platform helps teams answer more customers faster than ever before—without adding extra work to their plates.

Reach more customers with personalized texts

A Salesforce Service Cloud messaging integration empowers customer service teams to personalize texts . This makes it easy for agents to send ticket follow-ups and survey requests quickly. Team members can create templates that leave room for custom fields. They can send texts immediately, schedule them for later, or use List Views to send texts to a list of opted-in customers.

Customers don’t see one another’s messages and can reply privately to agent messages without sending the other list members a notification. To them, it seems as though your agents are sending each message individually.

With a Service Cloud messaging integration, agents can send personalized mass texts to reach more customers at once while maintaining a personal touch.

Streamline your workflows with actions and triggers

Your agents likely have a strategic customer journey process. For example, as soon as a customer signs up for your customer service emails or purchases a product, you probably send a welcome email or thank you message. With a Service Cloud SMS integration, you can automate this process.

By connecting with Flows, a Salesforce Service Cloud SMS integration enables your teams to automate texts in these situations so you can reach customers through a channel they’ll actually check.

Agents can build Flows to send a welcome text to each new contact in Salesforce who opts in. They can set other automations, too. For example, the SMS platform can add all new Salesforce contacts to an SMS drip campaign that sends welcome texts on a regular schedule. When customers create service requests, they can build Flows to automatically follow up with texts a few days later to ensure they’re satisfied.

These SMS automations increase open rates and help your team reduce the time spent on repetitive tasks each day. Then, they can focus on what matters most: making strong individual connections with customers.

Stay focused with all channels in one place

The Salesforce Service Cloud SMS integration empowers agents to centralize all of their favorite customer channels in a single hub.

They can answer emails, web chats, and texts in a single place. Some business text messaging solutions even empower agents to receive and send SMS from Salesforce Service Cloud alongside messages from over-the-top (OTT) apps, like Facebook Messenger, Apple Messages for Business, and Google’s Business Messages. These messages arrive in the same business SMS widget within the Salesforce Service interface as texts do.

A centralized shared inbox means agents can avoid getting distracted by switching tabs or channels. Instead, they can focus on the messages inside a single tab, reducing interruptions and boosting productivity.