Drive operational efficiency and productivity with AI-powered insights directly integrated within the Salesforce Platform. Empower teams to make faster decisions and deliver experiences customers love with feedback, reports, analytics, and insights right in your service team's flow of work. Streamline your service department and meet your KPIs with intelligent service operations.
Reduce costs, streamline processes, and deliver better service.
Service Intelligence
Get a complete view of your key business metrics in one place. Analyse trends, review productivity, and identify areas of improvement. Provide service leaders with visibility into KPIs like CSAT, average time to close, total escalated cases, and more. Track routing efficiency and agent performance across channels. Empower agents with a snapshot of their caseload and KPIs to prioritise workload more effectively.
Save time and improve customer satisfaction with calculated, actionable insights right when you need them. Help your agents be more proactive with AI-powered predictions like propensity to escalate or time to resolve. Insights like these allow you to view and take action on operational performance metrics, boost agent productivity, and drive customer loyalty.
Unify and harmonise all of your internal and external customer data with Data Cloud. Unified profiles allow you to better engage with customers based on their individual needs and preferences. Deliver intelligent service when you unlock deeper insights and take action in real time with AI and automation, grounded in trusted customer data.
Einstein Conversation Mining
Save time and avoid manual transcript review with insights into the top drivers of support volume. Use machine learning to analyse transcripts and extract common topics and contact reasons, then find opportunities for greater efficiency by understanding support performance per contact reason.
Enable service leaders to visualise common contact reasons by support volume and critical KPIs. Segment support conversations using contact reasons and other key data points to find insights and trends.
Build smarter bots that solve for your customers' top needs. Prioritise the highest impact opportunities for automation based on duration and volume per contact reason. Train intelligent intent models and create new dialogs directly from your conversation data.
Salesforce Field Service
Make faster, smarter decisions to improve field service operations with the right information at your fingertips. Data Cloud makes it easy to integrate data from any system and unlock new insights. Use pre-built analytics dashboards to monitor performance, analyse trends, and catch outliers. Gain visibility into KPIs such as first time fix rate, technician utilisation, asset availability, and much more.
Quickly assess the impact of global or in-day optimisation on travel time and resource utilisation using real-time data. When refining your scheduling policy, get an instant view of optimisation results and KPI changes.
Respond to urgent work, emergencies, and more by controlling and reserving service resource capacity based on dynamic priorities. Ensure tasks are evenly spread over time to meet SLAs and revenue goals by enabling smarter resource allocation. You can set precise limitations for various work streams, making it easy to manage and optimise your workforce based on factors like location, work type, and timeframe.
Transform back-office operations when your team can closely monitor and track critical business metrics in a unified view. Empower them to dig deeper and quickly address urgent issues with out-of-the-box analytics and real-time insights, powered by Data Cloud. Ensure the most relevant and personlized KPIs for each user with custom settings.
Customer Experience Intelligence
Maximise customer lifetime value with unified customer sentiment analytics across your service channels and surveys. Gain meaningful context behind customer satisfaction and churn by measuring what products, issues, and service processes lead to a positive or negative customer experience.
Improve service productivity and CSAT by helping teams take the right actions, faster. Use Agentforce to fill in knowledge gaps impacting customer satisfaction by summarizing issues impacting sentiment, generating knowledge articles, and delivering actionable guidance to service leaders and representatives.
Boost service personalisation with real-time sentiment insights combined with your Customer 360 data. Deliver service teams enhanced insight into customer health including sentiment trends, engagement history, and survey feedback to improve CSAT at every interaction.
Feedback Management
Drive customer loyalty by capturing contextual feedback with personalised surveys. Quickly design and deploy branded surveys directly in Salesforce using preformatted question types and advanced branching logic to get to the heart of customer sentiment. Automatically deliver a survey after a service interaction across any channel — from email, chat, SMS, WhatsApp, and more.
Unlock meaningful insights by tracking CSAT and net promoter score across the different stages of the customer lifecycle. Trigger automated surveys at key moments when feedback is most valuable. Unify your feedback data with Salesforce data to derive actionable insights that can help you improve the customer experience.
Track relationships over time and analyse survey data in the context of your business. Benchmark success by following survey trends and response rates. Analyse metrics by channel or demographics to find actionable insights. Agents can even view their past survey results to track the progress.
My Service Journey
Easily find the right Service Cloud features aligned to your service objectives with an intuitive Capability Navigator. Use the Capabilities Navigator to select your business goals, edition, and service area to uncover what you should do next in your journey.
Build a personalized journey to deliver faster, more effective service with the ability to search, favorite, and track progress against your objectives.
See a faster time to value for new capabilities with One-Pagers that include best practices, metrics, pricing, set-up documentation and additional resources - all easily accessible in one place.
Find out how Service Cloud helps you deflect 30% of cases and deliver value across your customer journey with CRM + AI + Data + Trust.
Deliver proactive service with a single, dynamic view of every customer by unifying all your data across your business.
Make faster decisions using intelligent recommendations and actionable insights from Tableau.
Survey employees and customers to surface trends and take action with your CRM data.
Scale support and boost customer satisfaction with personalised, smart, data-driven automation.
Start by selecting your Service Cloud edition. Then, add on Service Operations capabilities at these price points.
Improve service with actionable insights and AI-powered recommendations.
Supercharge service with AI insights, recommendations, and data exploration.
Deepen relationships with contextual feedback.
Improve customer experiences with unified feedback.
Automate and analyse feedback at every stage of a customer journey.
This page is provided for informational purposes only and is subject to change. Contact a sales representative for detailed pricing information.
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