Tune in for the Service Keynote at Dreamforce — Drive Outcomes at Every Customer Touchpoint
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Service Cloud
Deliver seamless customer service on one unified platform
Resolve requests faster and personalize service at scale by bringing human expertise and AI agents together with Service Cloud.
Leading service teams grow with Salesforce.
Service Keynote Drive Outcomes at Every Customer Touchpoint
Join us at Dreamforce on Wednesday, September 16, and see how Service Cloud unites humans and AI agents to deliver proactive service experiences across every channel.
Elevate customer experiences, empower reps, and lower costs
Bring service reps and AI agents together with your trusted data to provide more tailored experiences across any channel.
Anticipate customer needs and provide proactive service
Ground AI agents in trusted data so they can resolve issues before they escalate.
Empower reps to efficiently and effectively address requests
Give reps customer context, business knowledge, and AI-powered recommendations to spend more time helping customers.
Scale support and cut costs without cutting corners
Automate routine work so your team can support more customers without adding resources.
Equip service reps with everything they need to confidently resolve cases
Case Management
Accelerate rep productivity with dynamic, turn-by-turn plans, Agentforce actions, and real-time guidance across all channels including live messaging, voice, and case records.
Unify customer context, cases, conversations, and essential tools in one workspace, with AI that assists service reps at every step.
Monitor rep and AI agent conversations, performance, trends, and handoffs in real time with workforce engagement tools, so service leaders can step in when needed and keep operations on track.
Create AI-generated replies grounded in customer context, structured and unstructured data, and organizational knowledge so service reps can respond with confidence faster.
Empower customers, reps, and AI agents to quickly find accurate answers
Knowledge Management
Ground AI responses in unified organizational knowledge from multiple sources, including external unstructured content and third-party data, with Enterprise Knowledge powered by Data 360.
Recommend relevant knowledge articles based on the current case and similar past cases directly in service reps’ flow of work, so they can quickly attach or send the best ones without searching through long lists.
Automatically analyze customer interactions to identify knowledge gaps, measure coverage, and generate new or updated articles with AI, keeping knowledge current for customers, service reps, and AI agents.
Improve productivity with collaborative service.
Slack for Service Cloud
Enable service reps to connect with subject matter experts in Slack and resolve complex cases without leaving their workspace or losing customer and case context.
Put case data and knowledge at reps’ fingertips with AI-powered assistance right inside Slack, freeing them to focus on customer interactions.
Give service leaders visibility into swarming activity and outcomes so they can improve collaboration and time to resolution.
Take a tour of the #1 AI CRM for service
Find out how Service Cloud helps you deflect 30% of cases and deliver value across your customer journey with CRM + AI + Data + Trust.
Bring connected service to more of your business
Elevate customer service across channels, teams, and interactions with solutions that extend your Service Cloud capabilities.
Self-Service
Deflect cases, cut costs, and boost efficiency by empowering your customers to find answers first.
HR Service
Scale employee support and deliver easy-to-use experiences that employees love.
Contact Center
Drive efficiencies and case resolutions faster with AI, automation, and Omni-Channel support.
Field Service and Operations
Streamline operations, boost profits, and increase happiness for your field team and customers.
Customer Service AI
Increase customer satisfaction and boost service team productivity with trusted conversational, predictive, and generative AI solutions built into the flow of work.
Service Cloud Pricing
Find the right Service Cloud edition for your business needs.
Starter Suite
The smart CRM suite with sales, service, marketing – plus commerce and built-in AI.
$
25
USD/User/Month
(Starting price. Transaction fees apply. Billed monthly or annually.)
- Lead, Account, Contact, and Opportunity Management
- Dynamic Email Marketing and Analytics
- Built-in Sales Flows and Lead Routing
- Connected Slack Conversations
Pro Suite
The flexible CRM suite with even more marketing, sales, service, and commerce tools.
$
100
USD/User/Month
(Starting price. Transaction fees apply. Billed annually. Contract required.)
- Everything in Starter plus Enhanced, Real-Time Chat
- Greater Customization and Automation
- Sales Quoting and Forecasting
- Access to AgentExchange
Core
The CRM for service with every essential service tool to manage cases and resolve issues fast.
$
195
USD/User/Month
(Billed annually)
- Case Management
- Self-Service Help Center
- Slack Business + with Slackbot
Advanced
The CRM for service with AI-powered channels, protected data, and smarter customer insights.
$
395
USD/User/Month
(Billed annually)
- Everything in Core
- Casey, the Help Agent
- Premier Success Plan and full sandbox, Backup & Recover / Data Detect
Max
The complete AI-powered service platform, including customer, contact center, unmetered access to agents, and employee service in one.
$
550
USD/User/Month
(Billed annually)
- Everything in Advanced, plus our full suite of AI, Contact Center, Workforce Engagement Management, Quality Management, and IT Service
- Coworker unmetered, Service Rep Assistant, and all service agent templates
- Workforce Management and Quality Management
- 2.75M Flex Credits per org per year, now 1GB data storage/user
This page is provided for information purposes only and subject to change. Contact a sales representative for detailed pricing information.
Every customer is unique. Service Cloud definitely enables us to build a positive rapport with our customers, because we have everything in a single platform.
Beau McDonaldMember Services Agent, GoHenry
Get the most out of your agent console with thousands of partner apps and experts.
Maximize ROI with the #1 success ecosystem.
From support, expert guidance, and resources to our partners on AgentExchange, the success ecosystem is here to help you unlock the full power of your investment.
Join the Serviceblazer Community.
Learn, connect, and grow with fellow service and field service professionals. Network and get answers in real time.
Learn new skills with free, guided learning on Trailhead.
Hit the ground running with Service tips, tricks, and best practices.
Report
The State of Service: AI Agents Edition
Blog
What is Customer Service?
Report
The State of Service Report
Guide
How to get Started with Voice AI
Ready to take the next step with the service solution built on the world’s #1 CRM?
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Service Cloud FAQ
Service Cloud is a customer service platform that helps businesses manage and resolve customer inquiries and issues. It provides tools for case management, knowledge base, omni-channel support, automation, and analytics, enabling companies to deliver exceptional customer service experiences.
Service Cloud is the most complete and connected platform. Service Cloud drives agent productivity and increases customer satisfaction by connecting support tools into one easy-to-use platform, that is integrated into the Salesforce platform, which results in a unified and effective customer experience.
Service Cloud is focused on customer service and support, enabling businesses to manage and resolve customer inquiries. Sales Cloud, on the other hand, is designed for sales teams to manage leads, opportunities, and customer relationships throughout the sales process.
Service Cloud is used by businesses of all sizes, across industries, around the world, that require customer service and support capabilities and are looking to streamline and enhance their customer service operations.
An agent console is a user interface within a customer service platform, like Service Cloud, that provides customer service agents with a centralized view of customer information, easy-to-use connected tools, and productivity workflows. It helps businesses by enabling agents to efficiently handle customer inquiries, access relevant data, and deliver personalized and efficient support.
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.
Service Cloud centralizes every customer inquiry into a single, unified thread, eliminating the chaos of fragmented data and lost information from email chains and private messages. By providing service reps with instant access to the full case history, the solution allows for seamless internal collaboration directly within the record. This ensures customers receive faster, more personalized resolutions without ever having to repeat their story, significantly boosting overall satisfaction.
Service Cloud uses reports and dashboards as a live scoreboard for your service team's performance. They are provided at-a-glance charts showing exactly how the team is tracking against key goals, like first-contact resolution and customer satisfaction score. This allows managers to celebrate wins, address challenges proactively, and make data-driven decisions to better forecast future staffing needs.