Case Management

Solve cases faster and reduce service costs - at scale - by unifying customer data and automating processes.

Route the right case to the right agent, every time.

Increase first-contact resolution by automatically routing cases to the best agent or team for the job based on their skill set and availability.

Guide agents by automating processes.

Automatically surface next steps and actions to agents right in their workspace based on what the customers need. Ensure compliance by specifying a sequence of steps that are required to resolve a case, including whom to ask and what to do at each point of the process.

See the full context of all your cases.

See every customer interaction in a chronological timeline, regardless of channel. Every voicemail, email update, knowledge article, or anything else about a case appears in our flexible news feed.

Know what to focus on and when.

Get customer activity updates and alerts when action is needed, and ensure you're always responding with the right level of service with entitlements and SLAs.

Access data instantly for a single view of your customers.

Integrate your apps and customer data using clicks, not code. Jumpstart projects faster with a library of prebuilt connectors. Build a 360-degree view of every customer.

Take a guided tour of the #1 platform for service.

Learn how Service Cloud helps you keep your customers happy with this walk-through of the product.

Customer Service Tools and Features from Salesforce