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Customer Service Management

Boost productivity for customer service agents and field service teams by giving them one, AI-powered workspace to manage support cases, major incidents, and jobs in the field with a complete view of every customer. Automatically route work to the best team member for the job and seamlessly support customers across any channel - email, phone, chat, messaging, self-service portals, in-person, and more. Personalise every conversation and surface intelligent recommendations using trusted CRM data that's natively integrated with the Salesforce Platform.

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Leading service teams grow with Salesforce.

 

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What can you do with Service Cloud?

Deliver efficient and effective service with one easy-to-use service platform.

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Help service teams deliver accurate, faster resolutions with a unified and powerful workspace.

Give your agents the most relevant data and the right tools to support customers on any channel. Automate the distribution of cases in your service organisation so every customer receives the fastest and most accurate resolution.

A screen displaying a customers case management portal.

Intelligently route work from any channel to the right agent for the most efficient resolution based on skill set, availability, and capacity. Automatically route work items to the most available and qualified queues, agents, or even Einstein Bots to assist customers more effectively and close cases faster.

A tab showcasing customer interactions on various channels.

Increase customer satisfaction and reduce agent handle time with AI-generated replies on SMS, Whatsapp, and more. Use Einstein 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. Agents can share these replies with customers with a single click, or edit them before sending.

Generative AI-Powered Service Replies

Service Planner 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.

Service Planner using generative AI to provide a step-by-step plan in the Service Console.
A screen displaying a customers case management portal.
A tab showcasing customer interactions on various channels.
Generative AI-Powered Service Replies
Service Planner using generative AI to provide a step-by-step plan in the Service Console.

Empower agents and customers to quickly find the answers they need.

Help agents 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 agent console to reduce the cognitive load on your customer support team. Rather than connecting directly to an agent, customers can find the information and answers they need on their own time.

A dashboard depicting answers for multiple topics such as for how one can return bulky items

Improve agent productivity and customer satisfaction with relevant knowledge article recommendations that appear directly where your agents work. Help agents resolve customer cases efficiently by recommending articles that were attached to similar cases in the past. Agents 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.

Einstein provides article recommendations for a customer support chat.

Help customers find answers fast by surfacing answers that are grounded in your Knowledge base directly into your Help Centre page or in a chat with an autonomous bot. Save agents time by auto-generating and sharing answers directly in their flow of work.

Generative AI-Powered Search Answers

Discover which Service Cloud capabilities and implementation best practices you need to empower agents and help customers to quickly find answers.

My Service Journey in the Service Console.
A dashboard depicting answers for multiple topics such as for how one can return bulky items
Einstein provides article recommendations for a customer support chat.
Generative AI-Powered Search Answers
My Service Journey in the Service Console.

Improve productivity with collaborative service.

Instantly collaborate to solve cases, address incidents and complete field service requests faster by swarming in Slack. 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 agents 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.

A dashboard depicting a Slack Swarm

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 routing work to other departments, or accelerate processes like onboarding and budget approvals — freeing up agent time so they can focus on helping customers.

Slack windows depicting communications for servicing a customer and the service journey

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.

A swarm dashboard showing the analytics of a company's Slack Swarms
A dashboard depicting a Slack Swarm
Slack windows depicting communications for servicing a customer and the service journey
A swarm dashboard showing the analytics of a company's Slack Swarms

Resolve disruptions faster to decrease costs and maximise ROI.

Customer Service Incident Management

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Stay one step ahead of major disruptions with incident management best practices 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.

A dashboard depicting a customer service incident management page

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 impacted 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.

Slack windows depicting communications for servicing a customer and the service journey

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 reach out, and providing updates across digital channels. Keep agents and internal stakeholders informed on the latest incident status and empower them to address customer inquiries with broadcast alerts in the Service Console or via Slack.

Broadcast emails, a broadcast site banner, broadcast slack messages, and broadcast alerts displayed on PCs and a phone.
A dashboard depicting a customer service incident management page
Slack windows depicting communications for servicing a customer and the service journey
Broadcast emails, a broadcast site banner, broadcast slack messages, and broadcast alerts displayed on PCs and a phone.

Drive field team efficiency and provide a seamless customer experience with a unified view.

Field Service Management

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Shift from reactive to proactive service with real-time asset tracking. Monitor service outcomes and create preventive maintenance plans based on asset use, condition, and specific criteria. For example, you can schedule service if an asset's temperature exceeds a set threshold — ensuring smooth operations and preventing downtime.

Asset Service Management

Our Field Service mobile app — available on Android and iOS — is the ultimate all-in-one tool tailored for the demands of today's mobile workforce. Designed as an offline-first application, it enables your front line to work and seamlessly save changes even without wifi. Plus, the app offers extensive customisation options, so it can aligns perfectly with your unique business requirements.

Field Service Mobile App

Simplify the entire work order management process to seamlessly create, assign, execute, and debrief work orders. Empower your team to stay agile, improve customer satisfaction, and drive growth by eliminating manual paperwork and digitising the entire work order lifecycle.

Word Order Management

Boost customer satisfaction with simplified appointment scheduling. Easily configure locations, hours, and the right resources using our Setup Assistant. Empower customers to book, edit, or cancel appointments across any channel, including your self-service portal. Seamlessly integrate your Salesforce data to create personalised scheduling experiences and capture new leads.

Appointment Scheduling
Asset Service Management
Field Service Mobile App
Word Order Management
Appointment Scheduling
Service Cloud guided tour showing agent console

Take a tour of the #1 AI CRM for service.

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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Extend the power of Service Cloud with these related products.

Omni-Channel Routing

Deliver efficient service by routing cases to the right agent based on skillset and availability.

Watch demo

Self-Service

Deflect cases, cut costs, and boost efficiency by empowering your customers to find answers first.

Learn more

Einstein for Service

Use trusted conversational, predictive, and generative AI built into the flow of work to deliver personalize service and reach resolutions faster.

Learn more

Customer Service Automation & Process

Scale support and boost customer satisfaction with personalised, smart, data-driven automation.

Learn more
View all products

Service Cloud Pricing

Find the right Service Cloud edition for your business needs.

Starter Suite

The simple CRM suite for marketing, sales, service, and commerce.

Starts at

$ 35
user / month
AUD (billed monthly or annually)
  • Case Management
  • Customisable Reports & Dashboards
  • Knowledge Base
Try for free

Pro Suite

The flexible CRM suite with even more marketing, sales, service, and commerce tools.

Starts at

$ 140
user / month
AUD (billed annually)
  • Greater Customisation and Automation
  • Sales Quoting and Forecasting
  • Enhanced, Real-time Chat
Try for free

Enterprise

The CRM for service with built-in AI.

$ 231
user / month
AUD (billed annually)
  • AI for Customer Service
  • Self-Service Help Centre
  • Workflow Automation
Try for free

Unlimited

The CRM for service with chat and 24/7 support.

$ 462
user / month
AUD (billed annually)
  • 24/7/365 support
  • AI-powered Chatbots
  • Chat
Try for free

Einstein 1 Service

The best of Salesforce for Service with trusted AI & Data.

$ 700
user / month
AUD (billed annually)
  • Everything in Unlimited plus Digital Channels, Service Intelligence, and Slack
  • Einstein Copilot (Beta) powered by generative AI
  • Data Cloud
Learn more

This page is provided for information purposes only and subject to change. Contact a sales representative for detailed pricing information.

View detailed pricing

Get the most out of your agent console with thousands of partner apps and experts.

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Maximise ROI with the #1 success ecosystem.

From support, expert guidance, and resources to our partners on AppExchange, the success ecosystem is here to help you unlock the full power of your investment.

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Join the Serviceblazer Community.

Learn, connect, and grow with fellow service and field service professionals. Network and get answers in real time.

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Learn new skills with free, guided learning on Trailhead.

Hit the ground running with Service tips, tricks, and best practices.

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Ready to take the next step with the Service Solution built on the world's #1 CRM?

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Try Service Cloud free for 30 days. No credit card, no installations.

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Service Cloud FAQ

Service Cloud is a customer service platform that helps businesses manage and resolve customer inquiries 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 inquiries. 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 inquiries, access relevant data, and deliver personalised and efficient support.