A customer profile dashboard using Service Cloud and a personalized chat window using Marketing Cloud suggesting a product to a customer with Agentforce Brandy flying in
Marketing Cloud & Service Cloud

Connect experiences across marketing and service with Agentforce.

Deliver seamless transitions between departments, drive loyalty in every service case, and use marketing automation to reduce service volume.

Improve customer retention.

Use service case data to inform journey decisioning, like suppressing large-scale campaigns from customers with open or recent cases, or personalizing offers based on case outcomes.

An Agentforce chat window showing a natural language prompt to create a segment for open checkout related service cases.

Send personalized suggestions based on purchase history or intent. Use Agentforce to determine next best offers and tailor upsell opportunities for customers — driving repeat purchases at scale.

Service Console customer profile with an Agentforce prompt to automatically generate a Next Best Offer to solve a delivery issue

Reconnect with inactive customers, revive interest, and win them back. Use Agentforce to identify at-risk customers by analyzing specified churn indicators to identify and activate dormant customers most likely to re-engage.

Visualization of an Agentforce-generated Free Trial Nurture flow in Journey Builder.
An Agentforce chat window showing a natural language prompt to create a segment for open checkout related service cases.
Service Console customer profile with an Agentforce prompt to automatically generate a Next Best Offer to solve a delivery issue
Visualization of an Agentforce-generated Free Trial Nurture flow in Journey Builder.

Increase customer satisfaction.

Use customers' preferences and engagement history to personalize proactive service. With connected marketing insights, service teams can use Agentforce to deliver more relevant outreach and support.

Journeys Dashboard displaying unique follow up flows for Closed Cases based on customer sentiment.

Power more relevant, personalized experiences in every marketing journey. Use service data to build audience segments based on engagement from across the lifecycle — like loyalty status, repeat buyers, or open customer service cases.

Journeys Dashboard displaying different audience segments and flows based on engagement data, with a Sales & Service Cloud drop down menu showing the different kinds of engagement data to pull from.

With two-way messaging, help customers engage your brand — on their terms. Deploy Agentforce across real-time channels, like SMS or WhatsApp, to carry out high value conversations that improve both customer satisfaction and your team's efficiency, alike.

Visualization of a Whatsapp Message nurture series, with a screenshot of a Whatsapp conversation between an agent and a customer to coordinate an in-store exchange.
Journeys Dashboard displaying unique follow up flows for Closed Cases based on customer sentiment.
Journeys Dashboard displaying different audience segments and flows based on engagement data, with a Sales & Service Cloud drop down menu showing the different kinds of engagement data to pull from.
Visualization of a Whatsapp Message nurture series, with a screenshot of a Whatsapp conversation between an agent and a customer to coordinate an in-store exchange.

Accelerate Time to Value

With automated welcome journeys, you can proactively address customers to reduce service case volume and escalations.

Visualization of a personalized onboarding journey, with a zoom in on an automated email highlighting benefits of the user's recent subscription.

Keep customers informed and engaged with upcoming renewal and service reminders. Whether it's a subscription renewal, scheduled maintenance, or product upgrade, keep your brand top of mind with timely reminders and connected interactions.

Leverage real-time website data to personalize service conversations. Use that same data to trigger automated marketing messages, personalized journeys, and next best actions, all powered by Agentforce.

Leverage real-time website data to personalize service conversations by giving teams live visibility into site engagement. Use that same data to trigger automated marketing messages, personalized journeys, and next best actions, all powered by Agentforce.
Visualization of a personalized onboarding journey, with a zoom in on an automated email highlighting benefits of the user's recent subscription.
Leverage real-time website data to personalize service conversations by giving teams live visibility into site engagement. Use that same data to trigger automated marketing messages, personalized journeys, and next best actions, all powered by Agentforce.

Reduce contact and case volumes.

Unify channel experiences into a consistent customer conversation — from promotion to support. Connect AI-powered agents to enable self-service transactions, like appointment booking and offer redemptions.

Automate personalized responses to customer inquiries, provide relevant support articles, and deliver educational content to deflect future problems — all from the Agentforce platform.

Deliver time-sensitive transactions with unified campaign and service journeys — making every moment connected across the lifecycle.

Young woman looking at her mobile device while smiling, next to a graphic showing the chat between the user and Agentforce to resolve a product exchange.

Build a connected marketing and service strategy in four steps.

In this guide, learn how to grow relationships and revenue with unified marketing and service experiences — powered by unified data and trusted AI.

Marketing Cloud & Service Cloud FAQ

A customer experience platform is a set of tools designed to help organizations manage, optimize, and enhance the interactions they have with their customers across various touchpoints. The goal is to ensure that every interaction a customer has with a brand is consistent, personalized, and positive, regardless of the channel—whether it's online, in-store, through a mobile app, or via customer support.

Understand and activate customer data through a unified view, enabling personalized, targeted interactions across all channels. Boost satisfaction and loyalty through proactive service and consistent experiences, automates routine tasks for efficiency, and provides real-time insights for better decision-making, ultimately driving competitive advantage and business growth.

With Salesforce CRM, tools like Sales Cloud focus on managing customer data, tracking sales, and organizing interactions to boost efficiency. A customer experience platform goes beyond this with the addition of Marketing Cloud, optimizing the entire customer journey and ensuring personalized, consistent interactions across all channels to enhance the overall experience.

To choose the best CX platform, assess your business needs, focusing on scalability, integration with existing systems, and specific features like data analytics, personalization, and omnichannel support. Consider future growth and how well the platform adapts to evolving customer expectations and technology trends. Choose a platform that aligns with your goals.