Marketing Cloud, Trailhead...
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.
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.
Knowledge Management
Drive quick case resolution and maximize agent productivity with recommended articles and optimized article search.
Service Process Automation
Create end-to-end workflows to automate and scale repetitive business processes with drag-and-drop simplicity.
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.
Service Analytics
Boost team efficiency using prebuilt dashboards that monitor agent performance, key KPIs, and channel usage, from anywhere.
Call Center Management and CTI Integration
Solve phone cases faster and unlock AI-powered productivity tools by integrating cloud telephony into the service console.
Asset and Order Management
Equip your agents and your customers with the tools to quickly track and manage orders with just a few clicks.
Learn how Salesforce uses Salesforce to provide our customers with trusted support.
Peek into our Customer Success Center workspace to see how our agents are adapting to change — and achieving impressive customer satisfaction scores — with the Lightning Service Console.
