Humans with AI Agents drive effortless service.

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.

Service teams in every industry scale with AI and autonomous agents.

  

Agentforce Service Agent helping customers solve problems.

Say hello to Agentforce Service Agent.

Reduce costs with an autonomous agent assisting your customers across channels anytime using conversational language tailored to your brand’s voice.

Discover what's new in Service.

Agentforce Service Agent

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.

AI-Powered Service Cloud Innovations

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.

AI-Driven Field Service Innovations

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.

UI of Starter Suite.

Start fast and grow faster with Starter Suite.

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.

Join the Serviceblazer Community.

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

Learn more about customer service with free learning on Trailhead.

Salesforce Customer Service Software FAQ

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.