Marketing Cloud, Trailhead...
Deliver an unforgettable experience using the world's most complete customer service platform.
Deliver smarter service with a 360-degree view of every customer.
Personalise every customer conversation.
Give your service team clear visibility into which products and services customers already own so you can help agents identify more relevant cross-sell and upsell opportunities.
Always respond with the right level of service.
Provide the exact level of service that customers are entitled to. Easily track, manage, and resolve issues with a unified view of every case, including any Service Level Agreements (SLAs).
Use service insights to create more personalised marketing.
Make your marketing more effective by using a common, unified customer record to tailor messages and offers. Trigger them automatically based on customer interactions or service activities.
Identify opportunities and issues from any location or device.
Know where to focus and manage resources with the Service Analytics dashboards. Automatically analyse deep data and patterns from any system and get actionable recommendations with Einstein Discovery.
Solve cases faster with insights from self-service communities.
Provide more relevant and helpful responses by seeing customer online activity right in the console, including any articles or FAQs they’ve read, as well as cases they’ve opened.
Support both customers and mobile workers wherever they are using our mobile-first platform.
Easily add customer support to your websites and apps.
Add service to your website or mobile app in hours, not weeks. Turn on digital channels like live chat, video chat, and a public knowledge base with our Snap-ins SDK.
Resolve issues out in the field faster with our cutting-edge mobile app.
Help mobile employees get the job finished the first time with the Field Service Lightning Mobile App. Create new revenue opportunities onsite by connecting agents to customer history, parts inventory, knowledge articles, and more.
Quickly build mobile-ready, self-service websites.
Eliminate all the heavy lifting of creating a mobile-ready, self-service site using no-code, ready-to-use templates. Help customers find articles, post questions, work with experts, and contact agents in real time from any device.
Customise and extend your service capabilities with easy-to-use platform tools.
Easily set up workflows using our guided experiences.
Make even the most complex, industry-specific business processes simple to set up with our point-and-click interface. Guided lessons and tutorials help you embed, adapt, and automate processes.
Maximise productivity by customising the agent console.
Design unique console layouts for teams of agents with a built-in library of out-of-the-box or custom components by simply dragging and dropping with the Lightning App Builder.
Add features your agents need using languages your developers know.
Extend the power of the platform with AppExchange.
Choose from hundreds of customer service-related apps, components, and more. They’re built by our trusted partners, pre-vetted, and fully integrated, so you just click to add them.
Innovate faster on the platform that scales as you grow.
Always be ready for any customer service surge.
Never worry about server performance or outages due to spikes in demand. Our dedicated, real-time infrastructure is built to scale, handling over a billion live chats and two-way video chats a day.
Scale up your support operations fast with AI.
Focus your agent’s time where it’s needed most. Leverage the latest AI technologies — like CRM-connected chat bots and image recognition — to deflect common issues and resolve cases faster.
Launch an IoT strategy in days, not months.
Identify device issues early by connecting your device data to the Salesforce Platform. Automatically create work orders and schedule jobs with our intuitive low-code technology.
Upgrade without undoing your customisations.
Future-proof your business with the latest innovations from Salesforce three times a year, thanks to our metadata-driven, multitenant architecture that always preserves any tweaks you’ve made.
Up-level your entire service team's skills.
Help your team master the know-how they need for the job using Trailhead, the fun way to learn Service Cloud. Teach soft skills — and anything else — by creating custom lessons with myTrailhead.
Relax knowing your data is safe and secure.
Exert total control over security, compliance, and monitoring.
Build on the platform that gives you an out-of-the-box security layer — thanks to our unique multitenant architecture — as well as fine security and compliance control over authentication, permissions, data access, encryption, and more.