Service Cloud enables seamless collaboration between humans and AI agents, for every type of service, on any channel, and across any industry to deliver effortless experiences from first contact to final resolution. Let Agentforce Service Agents handle low-touch interactions, while Agentforce helps your teams with high-touch tasks, unlocking new levels of efficiency.
Reduce costs with an autonomous agent assisting your customers across channels anytime using conversational language tailored to your brand’s voice.
Deliver personalised support from self-service to the contact centre to the field at scale with Agentforce. Bring every support process onto a unified platform with Service Cloud and Field Service so you can decrease costs and increase productivity.
Agentforce Service Agent, your trusted AI team member, is deployed swiftly across channels using pre-built templates to customise your brand and voice with low code and provide humanlike customer interactions grounded in trusted data.
Ensure customers, employees, and HR professionals can access the information they need 24/7 and resolve cases more quickly and cost-effectively. Provide step-by-step resolution plans for service representatives, help them track customer sentiment, and get AI-based recommendations to improve customer experience.
Help dispatchers, technicians, and field service leaders expedite time-consuming processes and increase operational efficiency. Built on the Salesforce Platform and grounded in a company’s own trusted data through Data Cloud, these latest innovations will also help teams deliver more proactive and satisfying customer experiences.
Together, we are building the premier destination for service and field service professionals.
Take a tour of Service Cloud and see how to drive productivity with trusted AI and data.
Get insights from over 5,500 service and field service professionals worldwide.
Join the Service Expert Series, a collection of free events designed to help you understand how Salesforce can boost resolution speed, enhance customer satisfaction (CSAT), and improve efficiency for service professionals.
Dive into 135+ sessions, 25+ demos, and 10+ trainings to get hands-on and build customised Agents perfect for your business needs. It's the biggest innovation from Dreamforce and for your business, live in NYC and all in one day.
Discover cutting edge trends and gain valuable insights from more than 5,500 service professionals. Explore their top priorities and see how they’re innovating in the face of the industry’s greatest challenges.
Read the study and see how Service Cloud increased customers’ ROI with a seamless agent experience. Customers were able to: Move up to 50% of cases to lower-cost digital channels, improve agent retention by 40%, and reduce onboarding times by 30%!
Read the 2023 Gartner® Magic Quadrant™ for the CRM Customer Engagement Centre report and see how Salesforce was named a Leader with Service Cloud being evaluated.
Drive efficiency and improve experiences by empowering customers to find answers on their own terms.
Deliver personalised experiences across every service channels to increase customer satisfaction.
Speed up call resolution and increase customer satisfaction by uniting cloud telephony and Salesforce CRM.
Improve first-time fix rates with real-time remote service and access to expert assistance.
Drive efficiency and speed up case resolutions with centrally managed interactions, cases, incidents, knowledge, and assets.
Delight your customers and save your teams time automating routine tasks and end-to-end business processes.
Deliver no-touch, personalised service at scale with AI-powered chatbots to handle common requests.
Save time by automatically bringing the right experts together to swarm on complex issues in Slack.
Drive operational efficiency and productivity with data and AI-powered insights built directly into your CRM.
Increase customer satisfaction and boost service team productivity with trusted conversational, predictive, and generative AI solutions built into the flow of work.
Safely connect any data to build AI-powered apps with low-code and deliver entirely new CRM experiences.
Create a single, dynamic view of every customer and asset by unifying all your data in real time.
Tailor experiences to the needs of every customer. Connect service to sales, marketing, commerce, and IT.
Make faster decisions using intelligent recommendations and actionable insights from Tableau.
Connect data from any system and integrate apps instantly with MuleSoft.
Transform your contact centre into an omni-channel engagement centre with every channel on one platform.
Boost front-line workforce productivity with an end-to-end field service solution.
Streamline HR and IT support to reduce operating costs and keep employees happy.
Businesses have saved 27% in support costs with Service Cloud. Try our interactive Contact Centre or Field Service value calculator to see how much you can save.
Find out how Service Cloud helps you deflect 30% of cases and deliver value across your customer journey with CRM + AI + Data + Trust.
Find more leads, win more deals, and keep customers happy with an all-in-one CRM suite. Starter brings marketing, sales, service, and commerce together, so you can grow more efficiently with easy-to-use CRM tools.
Learn, connect, and grow with fellow service and field service professionals. Network and get answers in real time.
Agentforce outperforms our old chatbot by over 40%.
Kevin QuigleySenior Manager, Process Transformation and Continuous Improvement, Wiley
Agentforce could be Salesforce's most powerful support tool yet.
Talia LeclereManager, Global Revenue Operations, OpenTable
Customer service is the support you offer your customers — both before and after they buy and use your products or services — that helps them have an easy, enjoyable experience with your brand.
Customer service and support software is a solution that helps businesses manage customer interactions across channels, from self-service and phone to messaging and email. It streamlines customer support processes and provides features like case management, digital engagement, knowledge management, and collaboration to help companies solve customer inquiries faster and increase customer satisfaction.
Customer service and support software is crucial for businesses because it enables them to deliver more efficient support to their customers, leading to increased satisfaction and loyalty. It helps manage support inquiries and track and resolve issues promptly, and it provides valuable insights to enhance overall customer experiences, ultimately driving business growth and success.
When choosing a customer service solution, consider factors like your business needs, scalability, ease of use, and integration capabilities. Assess features such as case management, digital engagement, self-service portals, automation, and AI. Evaluate pricing models and success plans, trial different options, and prioritise customer service solutions that align with your specific requirements.
Customer service and support software software offers benefits such as improved efficiency in handling customer inquiries, streamlined communication across multiple channels, increased customer satisfaction, faster issue resolution, actionable insights, and the ability to scale and adapt to evolving customer needs — all to drive more customer loyalty and better return on investment.
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.
Customer support refers to the people and interactions that help customers who use a business’s service or product. Help can include answering a question, providing training or installation, and of course, troubleshooting an issue.
Incident management is a structured process used by customer support and operations teams to respond to and resolve issues that disrupt the normal functioning of services.
