Introducing the Agentic Contact Centre: AI, Channels, and CRM All in One.
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Agentforce Service (formerly Service Cloud)
Resolve issues faster anytime, anywhere with AI-powered support.
Agentforce Service combines AI agents, human expertise, and trusted data in one platform. Automate routine tasks, equip service reps with insights, and deliver seamless support across every channel.
#1 Best Customer Service Software | 2026
Service teams in every industry scale with Agentforce Service.
Bring all your service together on a unified platform with Agentforce Service solutions.
Customer service
Turn every customer interaction into an agentic service experience.
- Provide customers with instant resolutions
- Equip service reps with AI-powered insights
- Detect issues early to drive proactive support
Contact Centre
Unify every conversation and CRM context across any channel to deliver seamless support.
- Drive service efficiency across all experiences, from voice to digital
- Provide 24/7 service with human and AI agents on one platform
- Understand and act on customer sentiment to boost CSAT
Field Service
Equip your mobile workforce to deliver critical services faster, smarter, and at scale.
- Delight customers with seamless scheduling and proactive service
- Elevate skilled workers with AI to augment operations
- Tap into connected assets and customer insights to generate revenue
Service teams across every industry scale with Agentforce Service.
PepsiCo ensures every shelf is consistently stocked using Agentforce Service.
From the smallest shop to the largest retailer, everyone gets the best of PepsiCo.
Heathrow resolves 90% of chats with Agentforce Service.
Discover how Heathrow will use AI to personalise experiences for 83 million passengers per year.
Simplyhealth serves 2x as many members with Agentforce Service.
See how Simplyhealth has transformed service by creating a digital doorway that's always open for customers and care.
Turn every service interaction into an agentic experience.
Customer service
Service Portal
Deliver faster resolutions with 24/7 personalised support that gets customers the answers they need, whenever they need them.
Customer Service Manager
Drive efficiency and speed up case resolutions with centrally managed interactions, cases, incidents, knowledge and assets.
Contact Centre
Contact Centre
Transform your contact centre into an omni-channel engagement centre with every channel on one platform.
CCaaS Integrations
Speed up call resolution and increase customer satisfaction by uniting cloud telephony and Salesforce CRM.
Digital Channels
Deliver personalised experiences across every service channels to increase customer satisfaction.
Field Service
Field Service
Boost front-line workforce productivity with an end-to-end field service solution.
Asset Service Lifecycle Management
Maximise asset uptime and revenue by bringing customer and asset data together on one unified platform.
Visual Remote Assistant
Improve first-time fix rates with real-time remote service and access to expert assistance.
Employee Service
Agentforce IT Service
Delight employees and empower IT teams with agentic, data-driven, conversational IT support on one unified platform.
HR Service
Streamline HR support to reduce operating costs and keep employees happy.
Service across industries.
Financial Services
Scale customer service in financial services with agentic AI, and move common interactions to low-cost self-service.
Manufacturing
Deliver a seamless service experience to customers, partners, and distributors with the #1 manufacturing customer service software.
Public Sector
Deflect case volumes to self-service and digital channels to reduce cost to serve for government agencies.
Discover the power of agentic, proactive service.
Catch up on the top innovations in the Service keynote from Dreamforce 2025. See how Agentforce Service is uniting humans and AI agents to turn service cases into personalised, timely resolutions that drive efficiency.
How much can you save with Service Cloud?
Businesses have saved 27% in support costs with Service Cloud. Try our interactive Contact Centre or Field Service value calculator to see how much you can save.
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.
See what's new in Service.
Introducing the Agentic Contact Centre: AI, Channels, CRM All in One
Introducing Agentforce Contact Centre, the only contact centre solution that unifies voice, digital channels, CRM data, and AI agents natively in a single system.
Agentforce IT Service
Salesforce is excited to introduce Agentforce 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.
Agentforce Service
Reinvent support with an AI-powered service platform that transforms every customer interaction into a proactive, personalised conversation.
Serviceblazer
Join the #Serviceblazer movement.
Together, we are building the premier destination for service and field service professionals.
Guided Tour
Take a tour of the #1 AI CRM for service.
Take a tour of Service Cloud and see how to drive productivity with trusted AI and data.
Guide
Discover the latest trends in field service at a pivotal moment of change.
Get insights from over 5,500 service and field service professionals worldwide.
Guide
Learn how to prepare your service team for digital labour.
Read this practical guide to learn the best actions to take before launching Agentforce.
Multiple events
Service Expert Series
Learn how Salesforce can boost resolution speed, enhance customer satisfaction (CSAT) and improve efficiency for service professionals.
Webinar
Beyond AI Agents: What's Next in Customer Self-Service?
19 March 2026
The future of 24/7 self-service is an experience that truly knows your customer and business across every interface and channel.
Report
The Seventh Edition State of Service Report
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.
Report
Service Cloud customers saw a 125% ROI.
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%.
Deliver faster service with our free CRM.
Resolve cases quickly and keep every customer conversation connected — all in one place, so nothing falls through the cracks.
Keep up with the latest service trends, insights, and conversations.
Ready to take the next step with the service solution built on the world’s #1 CRM?
Start your trial.
Try Service Cloud free for 30 days. No credit card, no installations.
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Salesforce Customer Service Software FAQs
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 organisation. 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 enquiries 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 enquiries 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 enquiries, 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 prioritise 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.
Knowledge management means capturing, organising and distributing information that is critical to providing customer support in a centralised 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 organisation manage this information.
Creating a knowledge base involves gathering and organising information, setting up a user-friendly platform, categorising 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, organises and tracks customer enquiries and issues to ensure that they are resolved efficiently.