Watch the Service Cloud Dreamforce Keynote: "Humans with AI Agents Deliver Effortless Service".
Watch now.Self-Service Experience
Scale customer support with a self-service experience built directly into your CRM. Reduce costs and increase case deflection by helping customers find answers on their own. Drive proactive and personalised support from the self-service portal to the field with the power of AI and automation natively integrated with the Salesforce Platform. See how you can surface the most relevant information, provide recommended next steps, and give customers the tools to complete common tasks without the help of an agent.
What can you do with your new customer self-service software?
Reduce costs and improve operational efficiency while providing fast, personalized service customers love.
Answer customers 24/7 with autonomous AI.
Agentforce Service Agent
Resolve cases any time. Agentforce Service Agent chats with customers using natural language and sophisticated reasoning across self-service portals and messaging channels like WhatsApp, Apple Messages for Business, Facebook Messenger, and SMS. Customers can even send photos, videos, and audio if their issue is too hard to explain in text.
Deliver accurate answers to every customer. Agentforce Service Agent grounds its responses with your business data. Integrate data, including Knowledge, from third-party systems to help Agentforce Service Agent generate accurate responses personalised to your customers' specific needs and preferences.
Get setup in minutes. Agentforce Service Agent doesn’t require thousands of lengthy structured dialogues. Simply use out-of-the-box templates, existing Salesforce components, and your LLM of choice to get started quickly. Need something more specific for your business? Create custom actions using the low-code builder.
Protect the privacy and security of your data with the Einstein Trust Layer - built on the Salesforce Platform. Mask personally identifiable information and define clear parameters for Agentforce Service Agent to follow. If an inquiry is off-topic, Agentforce Service Agent will seamlessly transfer the conversation to a human agent.
Connect customers to relevant answers fast.
Get started on your self-service experience by launching a branded help center using clicks, not code. Help customers find answers fast by embedding a strong knowledge base for the most commonly asked questions. Reduce the load of incoming cases on your support team and increase customer satisfaction by giving customers the information to resolve questions themselves.
Increase case deflection and deliver personalized support at scale with an authenticated portal. With the power of the platform, access trusted CRM data to create a catered support journey based on each customer's needs and previous actions. Surface relevant content, recommend business processes, and suggest next best steps to help customers resolve issues more efficiently.
Turn customers into trusted advisors by connecting them through a peer-to-peer forum—creating a vibrant community that keeps them coming back. Add Q&A, groups, and customer MVPs to keep community members engaged. Plus, offer a personalized feed to make it easy to collaborate, share common knowledge, and resolve questions together.
Personalize every customer interaction.
Deflect more cases with intelligent chatbots. In a few clicks, launch a multichannel, multilingual bot that integrates with your Salesforce data. Bots automate routine common requests, guide customers through next steps, and help sevice teams do more. Now you can easily customize bots to your specific business needs using Einstein Copilot prompts, Flows, and AI models.
Empower customers to find the best answers to commonly asked questions and solve issues themselves with knowledge articles. Seamlessly connect 3rd party knowledge resources into Salesforce with Unified Knowledge on Data Cloud, to ground AI-generated responses that helps them find answers faster. Help reduce the cognitive load on your customer support team—freeing their time to focus on critical cases.
Help customers find answers fast by surfacing answers that are grounded in your knowledge base directly into your Help Center page or in a chat with an autonomous bot. Save agents time by autogenerating and sharing answers directly in their flow of work.
Customize support across channels.
Quickly build and launch a branded self-service customer portal with prebuilt templates and easy-to-use, drag-and-drop functionality. Use Experience Builder to style your site, create and customize pages, and deliver a personalized experience to your customers. It’s the low-code way to get started and be up and running quickly.
Launch dynamic experiences on both desktop and mobile — making self-service available from anywhere. Transform the portal into a pixel-perfect mobile application for both iOS and Android. Leverage features like notifications, persistent login, location, and more using clicks, not code. Mobile Publisher lets you easily maintain your app branding and get automatic updates to keep the app compliant.
Improve the customer experience and drive more self-service by enabling customers to search for — and take action on — a wide range of services through your authenticated portal. Configure catalog items to collect the right info for faster processing through workflow automation, and empower admins to quickly expose new items to customers with just a few clicks.
Provide seamless customer experiences.
Enhance customer satisfaction with our self-service solution. Empower customers to effortlessly schedule appointments, receive real-time updates, and stay informed about their onsite visits — creating an experience that's more convenient and extremely efficient.
Embed business processes easily across all channels to surface the most applicable information and help customers resolve requests on their own. Use workflows to automate both simple and complex tasks — from resetting a password to submitting a loan application. Workflows allows customers to seamlessly self-serve without the need to loop in an agent.
Build a path to service success. Speed up your time to value by using Service Cloud capabilities and implementing best practices to achieve your business goals.
Extend the power of Self-Service with these related products.
Service Cloud
Drive productivity, reduce costs, and increase customer satisfaction at scale with Service Cloud.
Contact Centre
Drive efficiencies and case resolutions faster with AI, automation, and Omni-Channel support.
Customer Service Automation & Process
Scale support and boost customer satisfaction with personalized, intelligent, and data-driven automation.
Digital Engagement
Deliver seamless, personalized conversational experiences across channels — at scale.
Employee Service
Scale employee support and deliver easy-to-use experiences that employees love — all on a single platform.
Customer Service AI
Use AI to boost productivity, personalize customer interactions, and scale service across channels.
Self-Service Pricing.
Start by selecting your Service Cloud edition. Some editions already include Self-Service right out of the box. For the others, you can easily add Self-Service at these price points.
Customer Community
Connect customers with communities, portals, and more.
€2/login or €5/member
/month (billed annually)
- Authenticated Portal
- Customer Community
Customer Community+
Deliver complex portals with advanced connection features.
€6/login or €15/member
/month (billed annually)
- Authenticated Portal
- Customer Community
- Advanced Sharing and Administration
Appointment Assistant
Deliver real-time updates to your field service customers.
Starting at $25/user/month
(*Field Service required)
- Self-Service Appointment Scheduling
- Real-Time Location Tracking
- Contactless Signature and Feedback
This page is provided for informational purposes only and is subject to change. Contact a sales representative for detailed pricing information.
I'm excited about what we've delivered with our knowledge, help community, and chatbot to help members find answers faster.
Nicole LaCampVice President of Operations Strategy Integration, PenFed
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Customer self-service software FAQ.
Customer self-service software enables customers to access and complete various tasks or actions without the help of a support agent. Customers are empowered to find information, resolve issues, and complete transactions on their own time, through their preferred online or digital channels.
Customer self-service software helps businesses reduce costs, deflect cases, and exceed customer expectations. Self-service provides no-touch support at scale, empowering customers to find the answers they need fast. As a result, agents can be more productive and focus on complex cases.
First, evaluate your company’s needs and goals. Think about the challenges your end users experience and identify the features and functionality that will resolve those challenges and allow your business to deliver better overall support. Then, choose the software that will fulfill those demands.
Self-service benefits both businesses and customers. Customers have 24/7 access to resources, to help find answers at their convenience and improve their satisfaction. Businesses can reduce costs by offering a scalable support solution that empowers customers to help themselves on their own terms.
Online community management software provides groups with a way to connect with one another. These groups can be forums, social networks, customer communities, or any online space. Customers can use an online community to share information, discuss topics, ask questions, and provide answers.