Collect

Transform Your Customer Service with Salesforce Service Cloud

Salesforce Service Cloud revolutionizes customer service by empowering your agents with AI-driven tools, automating routine tasks, and delivering a personalized experience across every touchpoint. By providing agents with a 360-degree view of each customer, Service Cloud helps build stronger relationships and improve customer satisfaction.

Service cloud

Key Features

Case Management

+
Centralizes and automates customer support tickets from all channels for faster, consistent responses.

Omnichannel Support

+
Provides seamless customer service across phone, email, chat, SMS, and social media.

Smart Case Routing

+
Uses rulesets and AI to route cases automatically to the most qualified agent, reducing resolution times.

Self-Service Portals & Communities

+
Empowers customers to find answers independently, reducing ticket volume.

Field Service Management

+
Schedules technicians, tracks appointments, and optimizes on-site service.

Knowledge Management

+
Offers a centralized knowledge base for quick, accurate responses by agents and customers.

Service Analytics & Reporting

+
Delivers real-time dashboards on key metrics like response times and satisfaction for improvement.

Automated Workflows & Macros

+
Automates repetitive tasks, allowing agents to focus on complex issues.

AI-Powered Recommendations

+
Leverages Salesforce Einstein for relevant knowledge, next-best actions, and case resolutions.

Integration with Other Business Systems

+
Connects with ERP, CRM, and third-party apps for a unified customer view and streamlined processes.

Use Cases

Not-for-Profits: Constituent Service Desk
Community members can log service requests related to housing, mental health, or food assistance. The system categorizes requests, tracks outcomes, and enables timely referrals to the right support services.

Achievement: Delivered faster, more effective constituent support through centralized case tracking and triage.

Energy & Utilities: Power Outage Support
Customers report outages via web, chatbot, or phone, with cases auto-assigned to the right local teams. Notifications are sent via SMS/email, and field teams are dispatched through integrated Field Service.

Achievement: Reduced response time and improved customer satisfaction during outages with automated workflows and proactive communication.

Previous slide
Next slide

Why Choose Salesforce Service Cloud?

Both Sales and Service Cloud are part of the Salesforce Customer 360 platform, ensuring seamless integration and data flow between sales, service, marketing, and other departments. This creates a holistic view of each customer and drives better collaboration across teams. Whether you’re a small business or an enterprise, Salesforce offers flexible pricing, customization, and scalability, so you can grow with confidence. As your business needs evolve, so does Salesforce. Salesforce is trusted by over 150,000 companies worldwide, with customers reporting significant improvements in customer satisfaction and operational efficiency.

Unlock the Power of Smart Customer Engagement

Request a Demo