Customer Service

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

Agent Workspace

Increase agent productivity with built-in tools. Allow agents to seamlessly handle cases from one screen with an easy-to-use service console.
 
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 and reduce service costs — at scale — by unifying customer data and automating processes.
 
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.
FEATURE

Workforce Engagement

Unify processes and people to better forecast volumes, optimize staffing, and equip agents with the right skills using on-demand training.
 
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

Video Support

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
 
Learn from over 7,000 customer service professionals worldwide in our annual "State of Service" report.
 
 
 
 

Drive down costs today in customer service.

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Customer Service Tools and Features from Salesforce