Deliver great service and a flexible agent experience, from anywhere.

Give agents a holistic view of every customer, whether they’re in the contact center or working remote. Scale and optimize service by leveraging AI and integrating popular support channels — like phone, messaging, and chat — directly into the agent workspace.

Agent Workspace

Allow agents to seamlessly handle cases from one screen with an easy-to-use service console. Equip them with built-in productivity tools and a 360-degree view of every customer.

Automation & Workflow

Create end-to-end workflows to automate and scale repetitive business processes with drag-and-drop simplicity.

Case Management

Resolve cases faster by combining automated processes with easy access to the full details, context, and history of every case and customer interaction.

Incident Management

Major disruptions happen. Address them quickly by ensuring your teams can identify, track, and fix issues with proven workflows.

Knowledge Management

Drive quick case resolution and maximize agent productivity with recommended articles and optimized article search.

Omni-Channel Routing

Automatically match cases from any channel — messaging, chat, social, email, and voice — to the right agent based on skill set and expertise.

Reporting & Analytics

Boost team efficiency using prebuilt dashboards that monitor agent performance, key KPIs, and channel usage, from anywhere.

Telephony & Voice

Solve phone cases faster and unlock AI-powered productivity tools by integrating cloud telephony into the service console.

Video Support

Give visual support and get valuable customer face time, from anywhere. Provide immediate assistance over video chat, so you can ensure a positive customer experience every time.

Workforce Engagement

Forecast case volumes with the help of AI. Optimize team schedules. And equip your agents with the right skills using on-demand training.

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Customer Service Tools and Features from Salesforce