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Service Overview
Service Overview & Detailed Service Features
Sales and service interactions are often disconnected. We fix that. CriticalRiver builds unified Salesforce systems where sellers and support teams work from the same data, follow consistent processes, and act faster with built-in automation.
We don’t just turn on features—we configure Sales and Service Cloud to match your sales motion, customer service goals, and field realities. Whether you’re managing accounts, tracking deals, or resolving issues, we help your teams deliver smarter, faster, and more consistent experiences.
Lead, Opportunity, and Pipeline Management
We configure lead scoring, opportunity stages, and pipeline dashboards to reflect your sales process. Sales reps can focus on the highest-value deals while leadership gets clear visibility into performance and risk.
Account and Contact Intelligence
Every interaction—call, email, case, or quote—is visible in one place. Sales and service teams work with the same record, reducing confusion and improving continuity across the customer journey.
Guided Sales and Service Workflows
We set up step-by-step flows to help teams qualify leads, handle objections, or resolve issues. Workflows reduce training time, ensure process compliance, and help new reps ramp faster.
Intelligent Case Management
We configure case queues, priority logic, and SLA timers so support teams can handle requests based on urgency and complexity. Routing is rules-based, reducing missed escalations and resolution delays.
Knowledge Base and Self-Service Portals
We set up internal knowledge for agents and external portals for customers. This reduces ticket volume and empowers both users and teams to find answers faster.
Email, Calendar, and CTI Integration
Salesforce is connected with your team’s email and calendar tools for real-time sync. CTI integrations bring call logs, recordings, and customer context into a single console.
Reporting and Dashboards
We configure role-specific dashboards for sales, support, and operations. Metrics include pipeline velocity, case volume, deal aging, and resolution trends—available in real time.
Process/Methodology
From Contact to Loyalty—Designed Around Your Teams
Step 01
Strategy
We analyze your current sales and service processes to design a connected experience that improves speed and insight.
- CRM Use Case Mapping
- Sales Motion Assessment
- Case Workflow Design
- Data Architecture Planning
Step 02
Implementation
We configure Sales and Service Cloud based on your goals and existing tools—delivered in phases for better adoption.
- Lead, Account, and Case Setup
- Workflow and Automation Configuration
- Email, Calendar, and CTI Integration
- Testing and Role-Based Training
Step 03
Evolve
We help teams improve over time with new workflows, dashboards, and automation triggers.
- Dashboard Optimization
- Workflow Enhancements
- SLA Performance Reviews
- Roadmap Adjustments
Industries We Serve
Industry Expertise
Industry expertise that cuts through complexity—delivering clarity, strategy, and impact at every turn.
Hi-tech
Energy & Water
Banking/Finance
Healthcare
Manufacturing
Non-profit
FAQ’s
Frequently Asked Questions (FAQs)
1. What’s the difference between Sales Cloud and Service Cloud?
Sales Cloud supports prospecting and deal tracking. Service Cloud is built for case management, support workflows, and SLA monitoring. We connect both to create a unified experience.
2. Can Sales and Service share data in real time?
Yes. We configure a single customer record, so both teams see the same history, notes, and activity.
3. What if we already have some Salesforce licenses?
We review your current setup, retain what works, and build on top of it—without starting over.
4. Do you support outbound calling and email automation?
Yes. We integrate Salesforce with your comms stack, including CTI, calendar, and marketing platforms.
5. Can we route leads or cases based on geography or skill?
Absolutely. We set up routing logic based on team, region, or case type—fully automated.
6. How do you measure service team performance?
We configure SLA timers, resolution tracking, first-contact resolution metrics, and dashboards by agent, queue, or region.
7. Do you offer user training and post-launch support?
Yes. We provide training by role, documentation, and ongoing support for enhancements or system changes.
8. Can Salesforce help us prioritize deals or cases?
Yes. We set up scoring and logic that flags high-value opportunities or time-sensitive cases automatically.
9. How long does a typical Sales & Service Cloud implementation take?
Timelines vary, but standard projects run 6–12 weeks depending on size and scope.
10. Will this integrate with our ERP or support tools?
Yes. We regularly integrate Salesforce with ERP, billing, inventory, and support platforms.
Tell us how we can help you
Have questions or ready to start your digital transformation journey? Our experts are here to help you every step of the way. Get in touch with us today and let’s build the future together!