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.


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.

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.

Case Management

Make your agents more efficient with helpful productivity tools and one screen to seamlessly handle cases.

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.

Knowledge Management

When you increase case deflection with recommended articles and optimized search, you can solve cases faster and maximize agent productivity.

Reporting & Analytics

Boost team efficiency and decision-making from anywhere with prebuilt dashboards that monitor agent performance, KPIs, and channel usage.

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.

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.

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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