AI agents for high-volume tasks. Humans for high-value cases.

Make every case an AI-powered success story. When you combine the power of human expertise and AI on a single, unified platform, you can resolve routine cases autonomously while giving humans reps the context they need for complex cases. Say goodbye to service silos and hello to operational efficiency and the proactive, personalized support customers demand.

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Companies in every industry deliver seamless customer experiences with Service Cloud.

Wiley sees 40% higher case resolution with Agentforce.

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ReMarkable delivers 24/7 customer support with Service Cloud.

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OpenTable increases self-service resolution for restaurants and diners with Service Cloud.

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Turn every customer interaction into an agentic service experience.

Boosty productivity and customer satisfaction with human reps and AI agents powered by your trusted data. Automate routine cases with AI. Ensure seamless handoffs to human reps for high-touch moments.

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Here's what sets Salesforce apart.

31 %

increase in customer service ROI

77 %

increase in cases or customer issues that are resolved using Self-Service

72 %

increase in cases or customer issues resolved using AI

Source: Salesforce Customer Success Metrics Study

Customer Service Management

Deliver personalized customer service at scale. Bring all of your support needs onto one platform so you can decrease costs while increasing efficiency.

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Transform the human rep experience with a unified, AI-driven workspace that consolidates every conversation, Data 360 insights, and automated workflow into a single, intuitive interface. Provide instant access to full Customer 360 context and real-time AI guidance, so reps can resolve even the most complex cases with greater accuracy and significantly reduced effort. Minimize context switching so your team can focus on high-value, human-centric service while AI manages data orchestration and routine processes.

Manage every interaction from one AI-powered workspace.

Let AI create dynamic, step-by-step guidance plans based on incoming case data, customer engagement history, and trusted Knowledge, so you can streamline customer support, enhance human rep productivity, accelerate onboarding, and ensure compliance. Achieve higher service standards, optimize resource allocation, and improve overall customer satisfaction by integrating intelligent automation with detailed service plans.

Drive consistency and speed with intelligent guidance plans.

Integrate external knowledge bases directly into the platform to give AI agents a comprehensive, unified source of truth. Ground AI response in your company data so customers receive instant, accurate answers to routine inquiries. Give your human reps the time to focus on high-value, complex customer needs instead of repetitive troubleshooting.

Ground AI with integrated third-party knowledge.

Help service leaders manage AI agents and human reps in real time with full visibility into active conversations across every channel. Track AI performance, step in when human support is needed, and seamlessly transfer cases to ensure consistent quality, faster resolutions, and proactive issue management.

Orchestrate AI and human teams with real-time visibility.

Agentforce Customer Service Portal

Deflect all your routine cases with an intelligent, conversational interface that gives cusotmers accurate, grounded answers instantly.

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Give your customers concierge-style, conversational service with 24/7 access to grounded answers and tailored support across all self-service channels. Surface relevant insights and actionable solutions with real-time Customer 360 data for every interaction.

Deliver accurate, personalized responses with AI.

Anticipate customer needs with real-time Data 360 signals that trigger proactive assistance before problems arise. Share personalized, step-by-step guidance that empowers users to resolve their own inquiries while significantly lowering operational support costs. Increase resolution rates with 24/7 Agentforce support that transforms every self-service interaction into a fast, effortless, and data-driven journey.

Resolve issues before they surface by using real-time data and signals.

Scale around-the-clock support with prebuilt topics and actions for any use case. Seamlessly integrate AI agents into your portal to handle topics including order inquiries, online bookings, account management, and more. For example, Agentforce can look up a recent order using the customer’s authenticated data, then use the order number to check the delivery status on their behalf.