Lower costs with a customer portal that's built directly into your CRM. Scale personalised support to every customer and help them find the answers they need quickly on their own using generative AI and automation. Deflect even more cases by leveraging Agentforce for Service to complete tasks on your customer's behalf, saving your service reps valuable time.
Reduce costs by getting your customers the personalised, accurate answers they need 24/7.
Self-Service Portals
Increase case deflection and deliver personalised support at scale with an authenticated portal. With the power of the platform, access trusted CRM data to create a catered support journey based on each customer's needs and previous actions. Surface relevant content, recommend business processes and suggest next best steps to help customers resolve issues more efficiently.
Get started on your self-service experience by launching a branded help centre using clicks, not code. Help customers find answers fast by embedding a strong knowledge base for the most commonly asked questions. Reduce the load of incoming cases on your support team and increase customer satisfaction by giving customers the information to resolve questions themselves.
Agentforce for Service
Resolve cases any time. Agentforce for Service chats with customers using natural language and sophisticated reasoning across self-service portals and messaging channels like WhatsApp, Apple Messages for Business, Facebook Messenger, and SMS. Customers can even send photos, videos, and audio if their issue is too hard to explain in text.
Deliver accurate answers to every customer. Agentforce for Service grounds its responses with your business data. Integrate data, including Knowledge, from third-party systems to help Agentforce for Service generate accurate responses personalised to your customers' specific needs and preferences.
Get setup in minutes. Agentforce for Service doesn’t require thousands of lengthy structured dialogues. Simply use out-of-the-box templates, existing Salesforce components, and your LLM of choice to get started quickly. Need something more specific for your business? Create custom actions using the low-code builder.
Protect the privacy and security of your data with the Einstein Trust Layer - built on the Salesforce Platform. Mask personally identifiable information and define clear parameters for Agentforce for Service to follow. If an inquiry is off-topic, Agentforce for Service will seamlessly transfer the conversation to a human agent.
AI for Self-Service
Help customers find answers fast by surfacing the best answer right at the top of their Self-Service Portal. Save service reps time by autogenerating and sharing answers directly in their flow of work. Every answer is grounded in your trusted knowledge base and created using generative AI.
Deflect more cases with intelligent chatbots. In a few clicks, launch a multi-channel, multilingual bot that integrates with your Salesforce data. Bots automate routine common requests, guide customers through next steps and help sevice teams do more.
Empower customers to find the best answers to commonly asked questions and solve issues themselves with knowledge articles. Seamlessly connect 3rd party knowledge resources into Salesforce with Unified Knowledge on Data Cloud, to ground AI-generated responses that helps them to find answers faster. Help reduce the cognitive load on your customer support team—freeing their time to focus on critical cases.
Customisation & Automation
Quickly build and launch a branded self-service customer portal with prebuilt templates and easy-to-use, drag-and-drop functionality. Use Experience Builder to style your site, create and customise pages and deliver a personalised experience to your customers. It’s the low-code way to get started and be up and running quickly.
Launch dynamic experiences on both desktop and mobile — making self-service available from anywhere. Transform the portal into a pixel-perfect mobile application for both iOS and Android. Leverage features like notifications, persistent log in, location and more using clicks, not code. Mobile Publisher lets you easily maintain your app branding and get automatic updates to keep the app compliant.
Improve the customer experience and drive more self-service by enabling customers to search for — and take action on — a wide range of services through your authenticated portal. Configure catalogue items to collect the right info for faster processing through workflow automation and empower admins to quickly expose new items to customers with just a few clicks.
Embed business processes easily across all channels to surface the most applicable information and help customers resolve requests on their own. Use workflows to automate both simple and complex tasks — from resetting a password to submitting a loan application. Workflows allows customers to seamlessly self-serve without the need to loop in an agent.
Find out how Service Cloud helps you deflect 30% of cases and deliver value across your customer journey with CRM + AI + Data + Trust.
Drive productivity, reduce costs and increase customer satisfaction at scale with Service Cloud.
Drive efficiencies and case resolutions faster with AI, automation and Omni-Channel support.
Deliver seamless, personalised conversational experiences across channels — at scale.
Use AI to boost productivity, personalise customer interactions and scale service across channels.
Scale customer service in financial services with automation and AI and move common interactions to low-cost self-service.
Start by selecting your Service Cloud edition. Some editions already include Self-Service right out of the box. For the others, you can easily add Self-Service at these price points.
This page is provided for informational purposes only and is subject to change. Contact a sales representative for detailed pricing information.
I'm excited about what we've delivered with our knowledge, help community, and chatbot to help members find answers faster.
Nicole LaCampVice President of Operations Strategy Integration, PenFed
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Customer self-service software enables customers to access and complete various tasks or actions without the help of a support agent. Customers are empowered to find information, resolve issues and complete transactions on their own time, through their preferred online or digital channels.
Customer self-service software helps businesses reduce costs, deflect cases and exceed customer expectations. Self-service provides no-touch support at scale, empowering customers to find the answers they need fast. As a result, agents can be more productive and focus on complex cases.
First, evaluate your company’s needs and goals. Think about the challenges your end-users experience and identify the features and functionality that will resolve those challenges and allow your business to deliver better overall support. Then, choose the software that will fulfil those demands.
Self-service benefits both businesses and customers. Customers have 24/7 access to resources, to help find answers at their convenience and improve their satisfaction. Businesses can reduce costs by offering a scalable support solution that empowers customers to help themselves on their own terms.
Online community management software provides groups with a way to connect with one another. These groups can be forums, social networks, customer communities or any online space. Customers can use an online community to share information, discuss topics, ask questions and provide answers.
A customer portal is an interface (often found on a business’s website) where customers can get the help they to need to either answer questions or find resolutions to issues they might be having.
