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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 for Service handle low-touch interactions and help your teams with high-touch tasks, unlocking new levels of efficiency.
Service teams in every industry scale with Agentforce.
Say hello to Agentforce for Service.
Reduce costs with an autonomous agent assisting your customers across channels any time using conversational language tailored to your brand’s voice.
Get started with Agentforce now with Service Cloud and Field Service built on the only AI + Data + Action platform.
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.
Discover what's new in Service.
Agentforce for Service
Agentforce for Service, 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.
Serviceblazer
Join the #Serviceblazer movement.
Together, we are building the premier destination for service and field service professionals.
Guided Tour
Take a tour of the #1 AI CRM for service.
Take a tour of Service Cloud and see how to drive productivity with trusted AI and data.
Guide
Discover the latest trends in field service at a pivotal moment of change.
Get insights from over 5,500 service and field service professionals worldwide.
Multiple events
Service Expert Series
Learn how Salesforce can boost resolution speed, enhance customer satisfaction (CSAT) and improve efficiency for service professionals.
San Francisco & Salesforce+
TDX
5-6 March, 2025
The must-attend conference for developers, admins, architects and partners.
Report
The Sixth Edition State of Service Report
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.
Report
Service Cloud customers saw a 125% ROI.
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%!
Deploy AI agents on channels.
Self-Service Experience
Drive efficiency and improve experiences by empowering customers to find answers on their own terms.
Digital Engagement
Deliver personalised experiences across every service channels to increase customer satisfaction.
Voice
Speed up call resolution and increase customer satisfaction by uniting cloud telephony and Salesforce CRM.
Visual Remote Assistant
Improve first-time fix rates with real-time remote service and access to expert assistance.
Elevate teams into trusted advisors.
Customer Service Management
Drive efficiency and speed up case resolutions with centrally managed interactions, cases, incidents, knowledge and assets.
Customer Service Automation & Process
Delight your customers and save your teams time automating routine tasks and end-to-end business processes.
Chatbots
Deliver no-touch, personalised service at scale with AI-powered chatbots to handle common requests.
Team Productivity
Save time by automatically bringing the right experts together to swarm on complex issues in Slack.
Transform insights into action.
Intelligent Service Operations
Drive operational efficiency and productivity with data and AI-powered insights built directly into your CRM.
Customer Service AI
Increase customer satisfaction and boost service team productivity with trusted conversational, predictive and generative AI solutions built into the flow of work.
Salesforce Platform
Safely connect any data to build AI-powered apps with low-code and deliver entirely new CRM experiences.
Data Cloud
Create a single, dynamic view of every customer and asset by unifying all your data in real time.
Customer 360
Tailor experiences to the needs of every customer. Connect service to sales, marketing, commerce and IT.
CRM Analytics
Make faster decisions using intelligent recommendations and actionable insights from Tableau.
Integration
Connect data from any system and integrate apps instantly with MuleSoft.
Seamlessly connect service from the contact centre to the field.
Contact Centre
Transform your contact centre into an omni-channel engagement centre with every channel on one platform.
Field Service
Boost front-line workforce productivity with an end-to-end field service solution.
Employee Service
Streamline HR and IT support to reduce operating costs and keep employees happy.
How much can you save with Service Cloud?
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.
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.
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.
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
Keep up with the latest service trends, insights, and conversations.
Achieve your AI and data goals with Salesforce CTOs.
Trusted advisors with unmatched Salesforce experience and expertise, by your side.
Join the Serviceblazer Community.
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
Learn more about customer service with free learning on Trailhead.
Ready to take the next step with the Service Solution built on the world’s #1 CRM?
Start your trial.
Try Service Cloud free for 30 days. No credit card, no installations.
Talk to an expert.
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Salesforce Customer Service Software FAQs
Customer service is the support you offer your customers — both before and after they buy and use your products or services — that helps them to 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 enquiries 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 enquiries 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 enquiries, 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.