Simplify your service team’s work with an easy-to-use use AI platform. Empower reps to resolve cases faster and personalise interaction using Agentforce. Collaborate on cases and incidents from one unified workspace with a 360 degree view of every customer. Boost productivity across every channel - email, chat, phone and self-service, with intelligent recommendations powered by Agentforce.
Service Cloud empowers service teams to manage cases, knowledge and incidents collaboratively from a single, AI-powered workspace so you can boost productivity and increase customer satisfaction.
Case Management
Boost productivity by giving your reps everything they need to manage customer interactions on an easy-to-use to use workspace. Leverage AI and automation to help reps solve cases faster with intelligent recommendations, automated case wrap-up and insights to optimise service operations.
Intelligently route work from any channel to the right service rep for the most efficient resolution based on skill set, availability and capacity. Automatically assign work items to the most available and qualified queues, reps to assist customers more effectively and close cases faster.
Increase customer satisfaction and reduce rep handle time with AI-generated replies on SMS, Whatsapp and more. Use Agentforce Service Replies on any channel to analyse content from customer conversations in real time and generate replies based on the conversation or data from your company's trusted knowledge base. Service Reps can share these replies with customers with a single click or edit them before sending.
Service Assistant uses generative AI-powered step-by-step plans based on case-specific data to streamline customer support, enhance agent productivity, accelerate agent onboarding and ensure company policy compliance. By integrating intelligent automation with detailed service plans, organisations can achieve higher service standards, optimise resource allocation and improve overall customer satisfaction.
Knowledge Management
Help reps and customers quickly find the best answers to commonly asked questions and solve cases faster with knowledge articles. Easily surface relevant articles and resources in your Help Centre or in the Service Console to reduce the cognitive load on your customer support team. Rather than connecting directly to an rep, customers can find the information and answers they need on their own time.
Improve rep’s productivity and customer satisfaction with relevant knowledge article recommendations that appear directly where your reps work. Help reps resolve customer cases efficiently by recommending articles that were attached to similar cases in the past. Reps can quickly select the most relevant article and attach it to the case or send directly to the customer — saving time by avoiding searching or scrolling through long lists of articles.
Help customers find answers fast by surfacing answers that are grounded in your Knowledge base directly into your Self-Service portal or in a chat with an autonomous AI agent. Save reps time by auto-generating and sharing answers directly in their flow of work.
Customer Service Incident Management
Stay one step ahead of major disruptions with incident management tools built directly into Service Cloud. Monitor systems with out-of-the-box integrations to detect potential problems and take action before widespread impact. Empower your service and operations teams to work in harmony with all case, incident and customer data in one unified workspace.
Diagnose and resolve incidents faster with the right tools and proven workflows for your team. Streamline collaboration with experts across your organisation with swarming built into the Service Cloud for Slack app. Quickly identify affected assets, uncover the root cause and find a solution. Use a work plan to capture the necessary steps to deploy a fix and ensure the incident does not reoccur.
Build customer confidence and streamline internal communications with centrally managed real-time status updates. Reduce incoming cases by proactively notifying customers of an active incident before they keep in touch and providing updates across digital channels. Keep service reps and internal stakeholders informed on the latest incident status and empower them to address customer enquiries with broadcast alerts in the Service Console or via Slack.
Slack for Service Cloud
Instantly collaborate to solve cases and address incidents faster by using Slack to swarm directly from the Service Console. Quickly bring together the right experts with Expert Finder and kick-off a swarm channel directly from a case or incident in just a few clicks. Our native integration means your reps can participate in a Slack swarm without ever leaving the console. Swarm members have access to critical CRM data and records from the Service Cloud for Slack app. Plus, swarming data is automatically sent back to Salesforce to ensure all context is captured in one place.
Transform your swarming processes with automated workflows. Save time by quickly capturing swarm learnings into knowledge articles directly in Slack, which can then be edited and published in Salesforce. Use Workflow Builder to eliminate manual tasks such as routeing work to other departments or accelerate processes like onboarding and budget approvals — freeing up service reps so they can focus on helping customers.
Get a complete view of your swarming metrics with out-of-the-box reports and dashboards. Monitor swarm participation to understand your top contributors and identify areas for improvement. Analyse swarming trends, review productivity and get insight into the impact of swarming on key service metrics — such as time to resolution.
Find out how Service Cloud helps you deflect 30% of cases and deliver value across your customer journey with CRM + AI + Data + Trust.
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This page is provided for information purposes only and subject to change. Contact a sales representative for detailed pricing information.
One of the main things we want to do is deliver a consistent customer experience globally. At the same time, we are increasing agent productivity which reduces our response time and improves customer service.
Josef SteindlSenior Manager - ONE Force Product Owner, Global Commercial & Service Management, Ocean Network Express
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Service Cloud is a customer service platform that helps businesses manage and resolve customer enquiries and issues. It provides tools for case management, knowledge base, omni-channel support, automation and analytics, enabling companies to deliver exceptional customer service experiences.
Service Cloud is the most complete and connected platform. Service Cloud drives agent productivity and increases customer satisfaction by connecting support tools into one easy-to-use platform, that is integrated into the Salesforce platform, which results in a unified and effective customer experience.
Service Cloud is focused on customer service and support, enabling businesses to manage and resolve customer enquiries. Sales Cloud, on the other hand, is designed for sales teams to manage leads, opportunities and customer relationships throughout the sales process.
Service Cloud is used by businesses of all sizes, across industries, around the world, that require customer service and support capabilities and are looking to streamline and enhance their customer service operations.
An agent console is a user interface within a customer service platform, like Service Cloud, that provides customer service agents with a centralised view of customer information, easy-to-use connected tools and productivity workflows. It helps businesses by enabling agents to efficiently handle customer enquiries, access relevant data and deliver personalised and efficient support.
Knowledge management means capturing, organising and distributing information that is critical to providing customer support in a centralised digital library that agents, field service technicians and customers can access from anywhere for fast, quality service.
