Salesforce OmniStudio 2023: Creating Custom Service Processes

4 min read

Samya Scribante

Masterful Salesforce Scribe with an eye for detail

Updated: May 11th, 2023

Custom Service Processes with Salesforce Omnistudio

Service processes are the activities, tasks, and procedures involved in customer service. Common examples of service processes that can be used in IT, healthcare, retail, hospitality, financial services, and education include the following:

Service Request Management

This process involves receiving, tracking, and fulfilling customer requests for service, such as helpdesk support, field service requests, product returns or exchanges, facilities maintenance, and service appointment scheduling.

Service Delivery

Service delivery involves actually delivering the service to the customer, whether that’s providing technical support, repairing equipment, or delivering a product.

Incident Management

This process involves identifying, tracking, and resolving service incidents like system failures or interruptions.

Problem Management

Problem management involves identifying and addressing the causes of system failures or service interruptions to prevent them from recurring.

Change Management

This process involves managing changes to the service environment to minimize the impact on customers and ensure that changes are implemented smoothly.

Service Level Management

Service level management involves defining and managing service level agreements (SLAs) with customers to ensure that service quality meets customer expectations.

Salesforce OmniStudio 2023 for Customer Service Processes

OmniStudio is a cloud-based software platform that empowers businesses with tools to automate and optimize customer service processes. It offers a range of features that can help streamline customer service operations which will ultimately lead to improved customer satisfaction and business success., including the following:

Workflow Automation

With Salesforce OmniStudio, you can create workflows that automate repetitive tasks, such as responding to common customer inquiries, routing tickets to the appropriate agent, and escalating urgent issues to supervisors.

Workflow automation is essential for customer service operations as it can improve process efficiency, consistency, productivity, visibility, error reduction, compliance, scalability, flexibility, and cost savings. Implementing workflow automation can result in more efficient, effective, and customer-centric service processes.

Omnichannel Support

OmniStudio assists you in providing customer support across multiple channels, including phone, email, chat, social media, and self-service portals. This means you can meet your customers where they are experiencing a need for support and helps you to provide a consistent experience across different channels.

Omnichannel support is essential as it can lead to increased customer satisfaction, enhanced customer experience, improved service efficiency, better insights and data analytics, competitive advantage, and sustainability. By integrating omnichannel support into their service processes, companies can provide a more seamless and personalized service experience for their customers.

Knowledge Management

With the OmniStudio tools, you can create a central repository of knowledge that agents can easily access to find answers to customer queries and questions quickly. This can help improve first-call resolution rates and reduce the need to escalate issues.

Knowledge management is necessary when creating custom service processes. It can improve customer satisfaction, increased service efficiency, consistent service delivery, improved employee productivity, better insights and data analytics, and sustainability. By maintaining a centralized knowledge base, companies can ensure that their service agents have the relevant knowledge to give fast and reliable solutions to customer inquiries.

Analytics and Reporting

OmniStudio provides real-time analytics and reporting. This can help you to identify trends, measure agent performance, and optimize your customer service processes over time.

Analytics and reporting are essential in customer service processes. They enable organizations to measure performance, make decisions driven by measurable data, drive continuous improvement, identify root causes of issues, establish accountability, promote transparency, and inform strategic planning. Insights gained from analytics and reporting can assist organizations in optimizing their customer service operations and providing better customer experiences.

However, there are a few drawbacks for OmniStudio worth mentioning:

Salesforce is expensive and does not offer OmniStudio Tracking Service for free.

You need coding experience to work with OmniStudio’s Tracking Service.

OmniStudio’s features still use Angular components, which require coding skills.

You need technical skills to understand HTTP actions, conditions, and formulas to interact with the components.

OmniStudio is a very rigid product offering, as you can only add actions between steps.

Other Software Providers for Custom Service Processes software

Here are a few examples of cloud-based providers that offer software solutions to create custom service processes:

Salesforce Service Cloud

Salesforce Service Cloud offers businesses a range of tools to manage and improve their customer service processes across multiple channels. With Salesforce Service Cloud, companies can create custom service processes and customizable forms, automate workflows, and track service requests.

Zendesk

Zendesk is a software platform that offers companies the tools to create and manage customer service processes. With Zendesk, businesses can create customizable forms, automate workflows, and manage service requests across multiple channels. Zendesk also offers knowledge management, as well as analytics and reporting.

Freshdesk

Freshdesk offers tools to businesses to support their customer service processes. With Freshdesk, companies can create customizable forms, manage tickets, automate workflows, and manage service requests across multiple channels.

ServiceNow

ServiceNow is a cloud-based IT service management (ITSM) platform that helps businesses create and manage their customer service processes. With ServiceNow, companies can manage IT incidents and requests, identify and resolve recurring IT problems, maintain a centralized database of all IT assets and configurations, automate workflows, manage service catalogs, and track performance metrics. It can also be used for HR service delivery, facilities management, legal operations, and customer service management.

Zoho Desk

Zoho Desk provides tools for creating and managing custom service processes across multiple channels. With Zoho Desk, businesses can manage customer support requests and track their progress, create tailor-made forms, automate workflows, and manage service requests.

Titan Web: OmniStudio Alternative

Titan Web is a platform that offers users flexible tools to create custom service processes using its workflow automation capabilities. With Titan Web, businesses can create custom service processes, automate processes, and manage service requests efficiently. Enterprises can speed up time to value and go to market while being able to work with any standard or custom object. Companies can improve their service delivery, increase customer satisfaction, and drive growth, as explained below:

Customizable Forms

With Titan Web, customers, partners, vendors, agents, and employees can create tailorable forms without coding experience by using the drag-and-drop elements. Companies can easily create forms to capture customer information and manage their service requests effectively.