Case Management
Every request becomes a case tracked end to end: priority, status, history and automatic escalation based on your rules.
Service Cloud
Deliver outstanding customer service on every channel.
Service Cloud is Salesforce's customer service solution. It brings cases, customer history and knowledge together in a single console, and lets your service reps work side by side with Agentforce AI agents.
Key features
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What Service Cloud brings you
Omni-Channel Routing
Automatically routes work to the right agent based on skills, availability and current workload.
Service Console
A 360° customer view on one screen: orders, contracts, past interactions and recommended actions.
Knowledge Base
Salesforce Knowledge articles shared across agents, the customer portal and AI agents for consistent answers.
Digital Channels & Voice
Email, chat, WhatsApp, SMS, Messenger and Service Cloud Voice unified in the same workflow.
Entitlements & SLAs
Entitlements and milestones to meet your service commitments and alert before any breach.
AI & Agentforce
AI at the heart of Service Cloud
Agentforce Service answers customers 24/7 using your knowledge base and data, then hands off to a human agent with full context. Einstein suggests replies, summarizes conversations and automatically classifies cases.
Service Cloud · Agentforce
Use cases
Projects I deliver
- Multichannel contact center with skills-based routing
- Customer self-service portal with Experience Cloud
- Field operations with Field Service (scheduling, technician mobile app)
- Automating simple requests with an Agentforce agent
Metrics
What we measure
- Customer satisfaction (CSAT)
- First contact resolution rate
- Average handle time
- SLA compliance
How I help
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From assessment to adoption
Assessment & scoping
Review of your processes and your Service Cloud org, followed by a prioritized roadmap.
Implementation
Configuration, automation (Flow), integrations and data migration, delivered with an agile approach.
Adoption & improvement
User training, tracking dashboards and continuous optimization.