What is Service Cloud?

Service Cloud is built on the Salesforce Customer Success Platform, giving you a 360-degree view of your customers and enabling you to deliver smarter, faster, and more personalised service. With Service Cloud, you can automate service processes, streamline workflows, and surface key articles, topics, and experts to transform the agent experience. Connecting one-to-one with every customer, across multiple channels and on any device, was never easier. 

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Customer Service

Deliver great service and a flexible agent experience, from anywhere

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Agent Workspace

Allow agents to seamlessly handle cases from one screen with an easy-to-use service console. Equip them with built-in productivity tools and a 360-degree view of every customer.

Case Management

Resolve cases faster by combining automated processes with easy access to the full details, context, and history of every case and customer interaction.

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Knowledge Management

Drive quick case resolution and maximize agent productivity with recommended articles and optimized article search.

Service Process Automation

Create end-to-end workflows to automate and scale repetitive business processes with drag-and-drop simplicity.

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Omni-Channel Routing

Automatically match cases from any channel — messaging, chat, social, email, and voice — to the right agent based on skill set and expertise.

Service Analytics

Boost team efficiency using prebuilt dashboards that monitor agent performance, key KPIs, and channel usage, from anywhere.

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Call Center Management and CTI Integration

Solve phone cases faster and unlock AI-powered productivity tools by integrating cloud telephony into the service console.

Service Analytics

Boost team efficiency using prebuilt dashboards that monitor agent performance, key KPIs, and channel usage, from anywhere.

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Visual Remote Assistant

Give visual support and get valuable customer face time, from anywhere. Provide immediate assistance over video chat, so you can ensure a positive customer experience every time.