Service Cloud Features
Create efficiency in high-touch service centers. Scale with automation and connect the right channels into one agent workspace.
Drive productivity with customer service that scales.
FEATURE
Automation & Workflows
Scale customer service with automation using end-to-end intelligent workflows and robotic process automation so service teams can spend time focused on the customer experience.
FEATURE
Service Cloud for Slack
Swarm with Slack to connect the right people and information at the right time to resolve cases faster and grow customer loyalty.
FEATURE
Case Management
Solve cases faster. Allow agents to seamlessly handle cases from one screen with an easy-to-use workspace and built-in productivity tools.
FEATURE
Omni-Channel Routing
Drive agent productivity by automatically routing cases from any channel — messaging, chat, email, and voice — to the optimal agent based on skill set and expertise.
FEATURE
Knowledge Management
Maximize agent productivity and drive faster case resolution with recommended articles and optimized article search.
FEATURE
Reporting & Analytics
Boost team efficiency using prebuilt dashboards that monitor agent performance, key KPIs, and channel usage, from anywhere.
ADD-ON
Telephony & Voice
Solve phone cases faster no matter where your agent takes the call. Integrate cloud telephony into the service console and unlock AI-powered productivity tools.
FEATURE
Customer Service Incident Management
Resolve major disruptions fast and address them at scale by ensuring your teams can seamlessly identify, track, and fix customer issues.
ADD-ON
Remote Assistant
Reduce costs and meet service demands by providing immediate assistance over video.
With Service Cloud, we’re able to look at service end to end and enable AI and automation to drive more efficient and timely service.”
Boji Tony
General Manager, Global Customer Success (GCS), Intel
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Customer Service Tools and Features from Salesforce
Salesforce Service Cloud resolves cases faster and increases customer loyalty, while reducing the cost of service. Automation, workflows, and AI empower agents to work more efficiently so they can focus on more complex issues.
For service leaders who want to continuously improve customer experiences and grow loyalty, Service Cloud is the world’s most complete and connected customer service platform.
For service leaders who want to continuously improve customer experiences and grow loyalty, Service Cloud is the world’s most complete and connected customer service platform.