Customer Service Professionals: Salesforce Service Cloud Workflows

What We're Researching

We are running a paid study evaluating how customer service teams utilize Salesforce Service Cloud in their daily operations. Our goal is to understand real-world campaign execution, audience segmentation, and communication workflows. This research helps map the typical user journey and identify common friction points within the platform.

How It Works

You will complete an asynchronous screen recording task from your own computer. During the session, you will share your screen and narrate your process as you navigate through a standard Salesforce Service Cloud workflow. We will ask you to explain your decision-making, highlight any specific tools you rely on, and describe the outcome of the task. The entire activity is self-paced and requires a clear audio recording of your walkthrough.

Who This Is For

We are looking for customer service professionals and support specialists who actively use Salesforce Service Cloud. We welcome customer success managers, service desk leads, and marketing support coordinators with hands-on platform experience. You should be comfortable demonstrating your workflows and articulating your process clearly on video.

Responsibilities

• Share your screen while navigating the platform interface
• Narrate your process by explaining the steps you take and why
• Highlight the features or tools you use most frequently during your workflow

Requirements

• Current customer service or support professional
• Hands-on experience using Salesforce Marketing Cloud
• Comfortable recording your screen and providing clear audio commentary
• Access to a reliable computer with a working microphone