Service Cloud Features
Drive service efficiency. Make it easy for your agents to connect every channel with one unified workspace.
Increase productivity and reduce costs with service that scales.
FEATURE
Automation & Workflows
Scale service across your business with workflows and intelligent automation. Reduce costs through the ease of one unified platform for end-to-end automation.
FEATURE
Service Cloud for Slack
Bring the right experts and information together at the right time. Empower teams to collaborate and resolve issues faster with seamless Slack integration.
FEATURE
Case Management
Make your agents more efficient with helpful productivity tools and one screen to seamlessly handle cases.
FEATURE
Omni-Channel Routing
Drive productivity by automatically routing cases from any channel — messaging, chat, email, and voice — to the best agent based on skill set and expertise.
FEATURE
Knowledge Management
When you increase case deflection with recommended articles and optimized search, you can solve cases faster and maximize agent productivity.
FEATURE
Reporting & Analytics
Boost team efficiency and decision-making from anywhere with prebuilt dashboards that monitor agent performance, KPIs, and channel usage.
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
Efficiently resolve major disruptions and address them at scale by ensuring your teams have everything they need to identify, track, and fix customer concerns.
ADD-ON
Remote Assistance
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.