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
Salesforce Service Cloud features customer service scripts that help agents streamline customer conversations, capture all needed information, and reduce errors. For call centers, scripts are essential for high performance in both inbound and outbound calls.
Service Cloud call center scripts help service teams improve productivity, reduce agent training time and resources, and promote a consistent customer experience. Service Cloud workflows enable agents to quickly navigate to the right script at the right time.
Service Cloud is a comprehensive customer service and help desk platform for businesses of all sizes and types. Its features include integration of multiple information sources into a centralized view, chat, customer self-help portals and communities, knowledge base, and more.
Service Cloud call center scripts help service teams improve productivity, reduce agent training time and resources, and promote a consistent customer experience. Service Cloud workflows enable agents to quickly navigate to the right script at the right time.
Service Cloud is a comprehensive customer service and help desk platform for businesses of all sizes and types. Its features include integration of multiple information sources into a centralized view, chat, customer self-help portals and communities, knowledge base, and more.