Contact centers worldwide have seen a surge in interactions across traditional and digital channels as customers and companies navigate the pandemic. Delivering superior customer service is a critical response, and it can build a foundation for future brand loyalty. Enterprises are hence taking strides to unify their customer experiences across platforms and devices. Salesforce Service Cloud can help. Businesses that take a few key steps can accelerate their successful Service Cloud deployment.


Salesforce comprises several broad categories, with each of its cloud offerings catered to a different enterprise function: Commerce Cloud, Sales Cloud, Service Cloud, Data Cloud (including Jigsaw), Marketing Cloud, Community Cloud (including Chatter), Analytics Cloud, App Cloud, and IoT.


Customer-service functions and contact centers are good use cases for Salesforce Service Cloud. The solution offers in-app mobile support, self-servicing communities, social-media channels, next-gen knowledge centers, and more. In short, it blends the three paradigms of omni-channel (cross platform, cross device), productivity, and autonomous/self-service to deliver intelligent service conversations across every channel.


Yet implementing Salesforce can be a challenge. Typical challenges include a lack of in-sprint automation, legacy data migration, application integrations, inadequate QA/QE, and regression testing on the multiple releases per year. Fortunately, companies can overcome most of these challenges with a starter kit that addresses end-to-end business scenarios.


Salesforce Service Cloud Test Accelerator

Salesforce Service Cloud Test Accelerator is a joint offering from Wipro and Tricentis that speeds companies’ time to market for Service Cloud implementation. The tool consists of 14 readily available end-to-end business processes and 300+ automated test scenarios that can be customized across any Salesforce engagements using Service Cloud (e.g. live chat, Web and email capture, case management, and contract management).


Modular, reusable and automated components developed on Salesforce 3.0 Engine empower companies to accelerate their Salesforce implementations using a stable, consistent testing platform to steer and test various Salesforce apps and controls.


Built on the latest version of Tosca, the Accelerator pack allows companies to one-click scan their complete Salesforce instance and create the module structure automatically. This lets enterprises create test cases without having to scan every Salesforce app and screen individually, reduce their automation suite by 50%, and create the entire automation model for a Salesforce organization in less than 90 seconds.


Business Value on Salesforce Service Cloud Implementations

The business value of accelerating a Salesforce Service Cloud implementation cannot be understated, particularly as companies navigate the COVID-19 world. Providing superior customer service has become table stakes for any modern enterprise. Deploying a system – quickly – that enables that outcome is key.  The Salesforce Service Cloud Test Accelerator can help companies jumpstart their QE journey, achieve a 40% reduction in time and cost, and leverage automation to realize a 50% faster time to market with their customer-service solutions.

Ajay Pandey

Ajay Pandey

Practice Head – Next Gen Quality Engineering


Ajay Pandey has two decades of experience in Quality Engineering, with a focus on building specialized practices, consulting, pre-sales and delivery. He currently leads the practice for Mobility, Cloud Apps and AI Assurance at Wipro, where he is responsible for Mobile and SaaS-based applications like Salesforce, Workday, MS CRM and ServiceNOW, Hybris, Pega, Appian, Adobe experience manager and AI/Chatbots.

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