Tune in for the Service Keynote at Dreamforce — Drive Outcomes at Every Customer Touchpoint

Watch on Salesforce+

Customer Service

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 human service 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.

Watch demo

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

Wiley sees 40% higher case resolution with Agentforce.

See their story

ReMarkable delivers 24/7 customer support with Service Cloud.

See their story

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

See their story

Turn every customer interaction into an agentic service experience.

Boost 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.

Watch demo

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.

Learn more

Watch demo

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 responses 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.

Customer Self-Service

Deflect all your routine cases with an intelligent, conversational interface that gives customers accurate, grounded answers instantly. Cut service costs and boost rep productivity by empowering customers to find solutions on their own through dynamic AI knowledge summaries and proactive resolution guides. Streamline the self-service journey by surfacing relevant Customer 360 data that transforms static help articles into personalized, interactive support.

Learn more

Watch demo

Casey the help agent deploys across voice, web, portals, SMS, and WhatsApp. It independently triggers complex workflows like scheduling appointments and managing orders. When a case requires expert assistance, the agent seamlessly escalates the issue, passing complete customer context to your service team for a frictionless handoff. Its pay-per-resolution pricing model means you only pay for the agent interaction when the customer issue is actually resolved.

Handle resolutions from start to finish with Casey

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.

Automate support with ready-to-use workflows and actions.

Complete your customer service software with these related products.

Contact Center

Unify every conversation and CRM context across any channel to deliver seamless support.

Learn more

Customer Service AI

Increase customer satisfaction and boost service team productivity with trusted conversational, predictive, and generative AI solutions built into the flow of work.

Learn more