Watch the Service Keynote at Dreamforce — Drive Outcomes at Every Customer Touchpoint
Watch on Salesforce+
Connect customer service, field service, and employee service on one platform. Agentforce unites AI agents, human expertise, and trusted data for one seamless experience across the customer journey.
Discover how Service Cloud delivers limitless service. Watch humans and AI agents work as one to support customers and employees from first contact to final resolution across every channel.
See how Service Cloud unites humans and AI agents to deliver proactive service experiences across every channel.
Learn how to turn jobs into revenue, admin headaches into distant memories, and customers into loyalists.
Stop managing queues, start solving issues instantly. AI agents proactively address IT and HR requests anywhere your employees work – boosting uptime, lowering costs, and raising productivity 24/7.
Fin’s customer agent platform joins Salesforce, giving companies faster, more flexible ways to automate customer service and deliver measurable outcomes.
Delivered on the #1 platform for Agentic Service Enterprises.
Resolve customer questions instantly, around the clock, with autonomous AI.
Give your human reps context and next steps to close cases faster.
Optimize operations with a real-time view into your team.
Turn reactive field operations into proactive service.
Support every employee where they work.
Harness the workflows, data, and actions within Industry Clouds to make relevant, accurate, autonomous service agents for every type of business.
Agentforce helps Prudential’s retirement sales team focus on customer and advisor connections.
George Mason University boosts student satisfaction and enrollment with automation.
Deliver faster resolutions with 24/7 personalized support that gets customers the answers they need, whenever they need them.
Drive efficiency and speed up case resolutions with centrally managed interactions, cases, incidents, knowledge, and assets.
Transform your contact center into an omni-channel engagement center with every channel on one platform.
Speed up call resolution and increase customer satisfaction by uniting cloud telephony and Salesforce CRM.
Deliver personalized experiences across every service channels to increase customer satisfaction.
Boost front-line workforce productivity with an end-to-end field service solution.
Maximize asset uptime and revenue by bringing customer and asset data together on one unified platform.
Improve first-time fix rates with real-time remote service and access to expert assistance.
Delight employees and empower IT teams with agentic, data-driven, conversational IT support on one unified platform.
Streamline HR support to reduce operating costs and keep employees happy.
Bring your service reps, experts, and AI agents together to solve your hardest cases faster, all in one place in where conversation drives resolution.
Scale customer service in financial services with agentic AI, and move common interactions to low-cost self-service.
Deliver a seamless service experience to customers, partners, and distributors with the #1 manufacturing customer service software.
Deflect case volumes to self-service and digital channels to reduce cost to serve for government agencies.
Try Service Cloud free for 30 days. No credit card, no installations.
Tell us a bit more so the right person can reach out faster.
Get the latest research, industry insights, and product news delivered straight to your inbox.
Customer service is the support you offer your customers — both before and after they buy and use your products or services — that helps them have an easy, enjoyable experience with your brand.
Customer service is important as it helps build and maintain positive relationships with customers, leading to higher satisfaction, loyalty, and ultimately, achieving customer service goals.
Check out our tips and best practices for improving customer service in your organization. Or learn about important customer service strategies to help you stay ahead of emerging service trends.
Customer service and support software is a solution that helps businesses manage digital customer service interactions across channels, from self-service and phone to messaging and email. It streamlines customer support processes and provides features like case management, digital engagement, knowledge management, and collaboration to help companies solve customer inquiries faster and increase customer satisfaction.
Customer service and support software is crucial for businesses because it enables them to deliver more efficient support to their customers, leading to increased satisfaction and loyalty. It helps manage support inquiries and track and resolve issues promptly, and it provides valuable insights to enhance overall customer experiences, ultimately driving business growth and success.
Customer service and support software software offers benefits such as improved efficiency in handling customer inquiries, streamlined communication across multiple channels, increased customer satisfaction, faster issue resolution, actionable insights, and the ability to scale and adapt to evolving customer needs — all to drive more customer loyalty and better return on investment.
When choosing a customer service solution, consider factors like your business needs, scalability, ease of use, and integration capabilities. Assess features such as case management, digital engagement, self-service portals, automation, and AI. Evaluate pricing models and success plans, trial different options, and prioritize customer service solutions that align with your specific requirements.
Explore Service Cloud pricing and find the right solutions for your business by visiting the pricing page.
Customer support refers to the people and interactions that help customers who use a business’ service or product. Help can include answering a question, providing training or installation, and of course, troubleshooting an issue.
For small businesses evaluating customer service software, the best options prioritize quick implementation, ease of use, integration with your other software, and tools that can grow with your organization. The tech should make your operations easier, not harder, through features like unified data, basic case tracking, and straightforward automation. Look for software that consolidates workstreams, like email, chat, and callbacks, in one workspace that you can easily implement without IT overhead. Choose software that helps your customer service team maximize their time and productivity, with tools and features that let your team scale as your business expands.
Customer service tools with the best automation help your reps eliminate busywork rather than replacing human talent. The highest performing platforms automate tasks like case routing, data capture, and common responses while using AI to surface context and suggest next steps. By streamlining these operations, your reps can better focus on problem-solving and meaningful conversations, helping them move faster, stay focused, and deliver better customer experiences.
Think of it like the difference between a toolbox and a wrench.
Customer service software that’s easiest to customize lets you shape workflows, screens, and processes without writing code so your team can work the way they already do. The software adapts to your team, not the other way around.
Look for tools with visual editors and flexible rules that fit your business instead of locking you into rigid templates. This makes it easy to tailor how cases are triaged, how information is displayed, and how work flows across your service channels.
Knowledge management means capturing, organizing, and distributing information that is critical to providing customer support in a centralized digital library that agents, field service technicians, and customers can access from anywhere for fast, quality service. Learn how a knowledge management system can help your organization manage this information.
Creating a knowledge base involves gathering and organizing information, setting up a user-friendly platform, categorizing content, ensuring accuracy and relevance, and regularly updating and maintaining the information to keep it current and useful.
Incident management is a structured process used by customer support and operations teams to respond to and resolve issues that disrupt the normal functioning of services.
Customer experience is important as it directly influences customer satisfaction, loyalty, and advocacy, which in turn can lead to increased customer retention, positive word of mouth, and higher revenue for a business.
A support ticketing system is a software tool that logs, organizes, and tracks customer inquiries and issues to ensure they are resolved efficiently.
Introducing Agentforce Help Agent: Empower your service team with a pre-packaged, autonomous AI agent that seamlessly connects to your knowledge base to resolve customer and employee inquiries instantly across text and voice.
Introducing Contact Center, the only contact center solution that unifies voice, digital channels, CRM data, and AI agents natively in a single system.
Salesforce is excited to introduce IT Service, an agent-first, conversational-first IT support product suite. This scalable, secure, and trusted offering lightens the load of IT teams by delivering instant, conversational resolutions for employees, directly where they work.
Together, we are building the premier destination for service and field service professionals.
Take a tour of Service Cloud and see how to drive productivity with trusted AI and data.
Get insights from over 5,500 service and field service professionals worldwide.
Read this practical guide to learn the best actions to take before launching Agentforce.
Learn how Salesforce can boost resolution speed, enhance customer satisfaction (CSAT), and improve efficiency for service professionals.
Agentic AI is beyond pilots, with the business outcomes to prove it. See how leading companies are using AI agents to boost CSAT, resolve issues faster, and scale across marketing and sales. Hear real customer stories, learn from industry experts, and gain the practical skills to switch on agentic success in your business.
September 15–17, 2026
The most valuable event in business for every role and every industry.
Agentic AI is transforming customer service. In this special “State of Service: AI Agents Edition,” you’ll get a deep dive into the use and measurable impact of AI agents.
Discover cutting edge trends and gain valuable insights from more than 6,500 service professionals. Explore their top priorities and see how they’re innovating in the face of the industry’s greatest challenges.
Read the study and see how Service Cloud increased customers’ ROI with a seamless agent experience. Customers were able to: move up to 50% of cases to lower-cost digital channels, improve agent retention by 40%, and reduce onboarding times by 30%.
