Salesforce Service Cloud

Advanced AI chatbots for handling customer inquiries

Give customers real-time answers to deflect cases and cut costs. Personalize content with the most relevant articles and enable chatbots to handle common FAQ

Empower your teams and power up your workflows with easy access to critical data — no matter where the data resides, even if it lives in other systems

Resolve issues faster with intelligent chatbots. Automate routine requests, guide customers through next steps, or route them to the right agent

Scale support and boost customer satisfaction with personalized, smart, data-driven automation

Serve up the right case to the right person at the right time with actionable insights and recommendations driven by AI

Automate service workflows and business processes

Accept payments securely and set up a branded e-commerce storefront

Deliver service across all channels — phone, Service Portal, messaging, and chatbots — at scale

Real-time chat capabilities for customer communication

Create branded customer and employee communities for collaboration and self-service

See every customer interaction in a chronological timeline, regardless of channel. Build a 360-degree view of every customer

Advanced customization and automation capabilities

Essential tools for field service delivery including work order creation, asset management, intelligent scheduling, real-time job management, and mobile access

Improve first-time fix rates by resolving issues from anywhere with live video. Connect customers and your front-line workforce with experts using augmented reality and interactive guidance

Minimize operating costs by ensuring that the right resources with the right skills and the right tools are on the best routes

Access to thousands of plug-and-play apps from Salesforce AppExchange

Create and send dynamic email marketing campaigns

Create dynamic forms and analyze form submission data

Increase productivity and ensure service consistency by connecting your front-line workforce to the right data and tools on the field

Pre-defined response templates to help agents respond quickly to common issues

Monitor service metrics and track key performance indicators such as customer satisfaction score and average handle time

Route cases to agents with the right skills and expertise

Automatically route leads to the right sales representatives

Built-in sales process flows for streamlined sales operations

Forecast sales with predictive analytics

Create and manage sales quotes

Comprehensive knowledge base for agents and customers to find answers

Customer-facing self-service portal with knowledge base

Help customers help themselves by embedding knowledge articles and giving customers access to important data through a branded Help Center

24/7/365 customer support services

Premium support services (add-on)

Convert emails to cases for systematic ticket management and routing

Track important milestones in case resolution