Boost self-service resolution and cut costs with the only customer self-service experience powered by Agentforce. Connect customers to answers faster with built-in AI agents, generative AI and automation that provide personalised support 24/7. Deploy a unified customer portal and Agentforce experience that syncs together in real-time and adapts based on AI agent conversations, customer data and behaviour.
Learn how agentic self-service delivers smarter, faster and more personalised support.
Transform reactive customer self-service into 24/7 proactive, highly-personalised support.
AI for Self-Service
Empower customers to self-serve faster in a single view — without extra clicks. Agentforce automatically surfaces relevant portal content based on real-time conversations, eliminating the need for customers to search manually. If a customer asks how to submit a claim, Agentforce instantly displays the appropriate knowledge article for them to take action. This saves customers time, improves satisfaction and significantly reduces self-service escalations to your team.
Boost self-service resolutions by providing instant support on search queries with Agentforce. If a customer searches for their claims policy, Agentforce will proactively assist and recommend next steps based on the customer's search context and preferences. This ensures customers receive the most relevant, actionable answers — including 24/7 Agentforce assistance to complete self-service requests.
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.
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.
Self-Service Portals
Improve customer self-service resolutions and reduce costs with a proactive, highly-personalised portal. When a customer logs in, seamlessly sync their profile with Agentforce to deliver a unified portal and AI agent experience that adapts based on real-time conversations, customer data and behaviour. Generate AI-powered search summaries, surface relevant content and proactively assist customers on resolving their needs with 24/7 agentic support.
Get started on your customer self-service experience by launching a branded help centre and AI agent experience using clicks, not code. Help customers find answers fast by embedding a strong knowledge base for commonly asked questions, including 24/7 Agentforce support and AI-generated search summaries. Reduce the load of incoming cases on your support team and increase customer satisfaction by giving customers the AI-powered assistance and information to easily resolve questions themselves.
Agentforce for Service
Quickly scale 24/7 Agentforce support with prebuilt topics and actions across use cases. Seamlessly integrate agentic support into your portal to handle topics including order enquiries, online bookings, account management and more. For example, Agentforce can look up a recent order using the customer’s authenticated data, then use the order number to check the delivery status on their behalf.
Agent Builder is the low-code builder for Agentforce. Users can tap into existing tools like Flows, prompt templates, Apex and APIs to configure their AI agent for the self-service portal or help centre. Set-up is simple: Create a job to be done by the AI agent by defining topics, giving natural language instructions for that topic and creating a library of actions for it to choose from. Easily monitor an AI agent’s plan of action and test its responses right in Agent Builder.
The Atlas Reasoning Engine is the brain of Agentforce. Users can equip AI agents to respond naturally and adapt to situations so they're faster, more multi-turn and more capable. Increase their accuracy with topics, which classify requests into a specific category with a defined scope and rules, including which actions an AI agent can and cannot take.
Testing Agentforce is different from testing regular software, because the responses can change depending on the situation. With Testing Centre, teams can use AI to generate hundreds of sample interactions and automatically run tests to see how Agentforce takes action. Instead of manually checking each scenario, teams can spot patterns and make improvements faster by tweaking the AI’s instructions. Testing Centre also helps make sure the AI stays on track — checking that its answers are accurate and appropriate, even at large scale.
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 a service rep.
Find out how Service Cloud helps you deflect 30% of cases and deliver value across your customer journey with CRM + AI + Data + Trust.
See how you can help more customers with smarter, faster and more personalised 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.
Self-Service and Data Cloud enable personalised candidate experiences, while our Recruiter and Time Entry Agent Suite built on Agentforce allow us to engage faster... We’re not just implementing software; we’re redefining the way we work.
Dena CampbellChief Information Officer, Highspring
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Customer self-service allows users to access information and perform tasks independently without needing assistance from a company's representatives.
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. Learn more how customer self-service portals can improve your service and support.
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.
To choose the best customer self-service software, 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.
