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.


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.

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.

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.

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.

Knowledge Management

Maximize agent productivity and drive faster case resolution with recommended articles and optimized article search.

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 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

Resolve major disruptions fast and address them at scale by ensuring your teams can seamlessly identify, track, and fix customer issues.

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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