Service Cloud
Customer service gets social
Take your customer service to the next level. Make your call center social. Empower your customers with self-service capabilities. Assist your customers in the social media channels where they live. Open and close cases in seconds. And transform your customer service network into a Social Enterprise.
Communities for Service
Increase customer loyalty and engagement. Solve service requests faster with communities where customers can help each other, access your knowledge base, and get help from an agent when needed. Leverage a common platform to setup multiple branded communities so your most valued customers get the service they deserve.
Collaborative Contact Center
Work smarter. All of your cases in one unified agent experience. Create and track. Route and escalate. Fully integrated with your company’s call-center telephony and back-office apps. Your agents will know more, work faster, and work smarter. Across all channels. All the time.
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Social Customer Service
Deliver answers anywhere. Let questions and comments from social media channels become part of your case queue. Route them through a single hub, and monitor and prioritize conversations by sentiment and influence. Then use insights from their online profiles to deliver better answers faster.
Mobile Customer Service
Deliver answers to customers anytime, anywhere and on any device. With touch-enabled Service Cloud you have the freedom to resolve your most critical cases and monitor your team's performance, straight from your mobile device. And your customers can easily access mobile communities while on-the-go, collaborating with others and finding answers from wherever they are.
Knowledge
Get answers from every channel. Get accurate answers faster, wherever they live. From Google searches to social media, from business partners to self-service website queries. All making your contact center smarter. And customized to drive the right information to the right people.
Live Agent
Resolve issues faster. Live Agent web chat lets you give customers faster answers. So their cases get quicker resolutions. Pre-integrated with the Service Cloud, there’s nothing to install. Embed Live Agent into your site and start giving your customers instant answers in real time.
Visual Workflow
Streamline process management. Manage any support process. From call scripting and returns, to quotes and resolutions. Even automated approvals for critical processes. Get consistency and speed across every customer-service channel, from the call center to the web, all entirely in the cloud.
Dashboards and Reports
Complete customer insight. No complicated setup, just the customer service metrics that are important to you. In real time. Add new reports and dashboards, or customize existing ones, without calling IT. It’s simple. Just drag and drop.
Chatter
Collaborate in real time. Your agents can collaborate, share insights, or get input from peers instantly. And every user can fine-tune their feeds to get information from the groups and individuals that matter most to them. Learn more ›
Groups
Teams collaborate to
close cases faster.
File Sharing
Share knowledge
across departments.
Messenger
Instant messaging
for instant solutions.
Better email, better service. Take control of your email. Instantly create and assign cases from incoming email—whatever the volume. Now you can give your agents the templates they need to give measured, on-brand responses every time. And track them through to quick resolution from a single console.
Contracts and Entitlements
Track service and win. Lower costs and give every customer the level of service they deserve. Keep tabs on key milestones and metrics. Continuously track progress against service milestones to ensure amazing service.
AppExchange
Extend your capability. The AppExchange - the world's leading cloud application marketplace - has thousands of apps, social tools, and expert services to help you optimize your Salesforce deployment. Browse all AppExchange apps ›
ServiceMax
Field-service apps
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Clicktools
Surveys and scripts
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Experian QAS
Address verification
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Dialsource
Call center consolidation
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See what’s in the Service Cloud Free trial & pricing ›
See what’s in the Service Cloud Free 30-day trial ›
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