Resolve support cases faster — and from anywhere — with Case Management.
Keep your support agents connected to all the activity, answers, and information they need to close cases quickly on the world’s #1 platform for service.
The support app to help customers on your website, and in your apps, has arrived.
Automatically assign the right agent.
Make sure cases never fall through the cracks with AI-powered routing recommendations from Einstein. Intelligently assign cases to the agents best qualified to resolve them fast.
Streamline your service processes.
Drive process, productivity, and consistency the way you want by easily customizing Service Cloud to reflect your customer support and business processes, not the other way around. You can guide agents through processes with scripts, and show them only the relevant customer details for them to serve the customer effectively.
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 newsfeed. You can even see where a customer is in a particular customer service process, so you can pick up right where they left off.
Know what to focus on and when.
Get customer activity updates and alerts when action is needed. Easily send email responses using prewritten templates with just a few clicks.
Make service agents more productive by automating processes.
Eliminate manual and repetitive work by automating tasks. Speed up agents by automating email responses, field updates, and task assignments.
Take this free guided tour of Service Cloud.
Find out what Service Cloud does, how it works, and why it will revolutionize your company's whole approach to customer service.