Service Cloud by Salesforce is a customer service software and support application that empowers companies to manage all customer information and conversations in the Cloud.
Improve your customer experience by providing a better agent experience. Give agents an easy-to-use, unified view of every customer interaction across your business, along with powerful productivity tools. Help managers optimize their support teams with prebuilt performance dashboards and apps with AI-powered insights.
Put productivity tools like macros, keyboard shortcuts, and ready-to-use templates at your agents fingertips along with a 360-degree view of every customer.
Resolve cases faster by combining streamlined processes with easy access to the full details, context, and history of every case and customer interaction.
Drive quick case resolution and maximize agent productivity with recommended articles and optimized article search.
Customize and automate any service or approval process with drag-and-drop simplicity using Lightning Flow.
Deliver smarter service by automatically matching cases to the agent with the best skill set to solve them.
Make your team and business smarter with prebuilt dashboards and apps and AI-powered insights and predictions.
Integrate with the most popular CTI systems. Log notes instantly when customers call. Plus, manage calls from within the console without touching the phone.
Empower customers with engaging portals and communities.
Help customers find answers fast, on their own terms and time frame. The #1 platform for service connects them with everything from account information to shared knowledge and helpful agents.
Build beautifully branded, mobile-responsive portals and communities quickly and easily using Lightning Community Builder.
Extend Salesforce into your portal to integrate directly with your business processes, so customers can connect to what they need effortlessly.
With Service Cloud integration, customers can access an agent via chat, submit a case online, or even be guided step by step through common customer service processes.
Make it easy for customers to find answers in the community fast by automatically surfacing the information they need from multiple sources. And give access to groups, experts, and customer MVPs to keep them coming back.
Give customers a personalized experience. With Einstein you can enrich content based on customer profiles, interests, and activities by highlighting relevant articles, answers, and experts, instantly delivering them when customers need them most.
Be everywhere your customers are with Service Cloud Digital Engagement. Reach customers across every digital channel — including mobile messaging, web chat, social networks, and more — to provide a seamless service experience all on Service Cloud by Salesforce.
Don’t lose customers over confusion or questions. Support your customers and prospects while they’re still on your site or in your app with real-time, live chat software.
Use our text messaging service to connect with customers where they prefer to communicate. Online texting services allow agents to send messages while accessing all the information they need within the Service console.
Bring innovative, connected service to your customers, right where they are. Integrate customer support directly in your apps and web pages to reach customers more effectively.
Delivering faster, smarter, more personalized service means keeping up with rising customer expectations for innovative delivery of superior customer care.
Provide support to your customers on their favorite social network. Create and manage support cases by monitoring posts by customers on social channels like Twitter, Instagram, Facebook, YouTube, and more.
Improve first-visit resolution and onsite job management using the mobile solution that delivers real-time collaboration with access to job schedules, van inventory, knowledge articles, and more — with or without the internet.
Create and manage work orders for field service operations and instantly view Knowledge articles and track SLA compliance with Milestones.
Instantly book truth-based service appointments from the Service Console or a Customer Community. And with intelligent scheduling, jobs are automatically assigned to the right resource based on time, skills, location, and any business rules to increase employee productivity.
With Einstein Vision, mobile employees can use image recognition to immediately identify assets and parts in images. Ensure the right product part is fixed or replaced to eliminate confusion and additional trips back to the office.
The Field Service Lightning mobile app brings the full power of on-site job management to your mobile workforce. Improve first-visit resolution by arming mobile employees with this best-in-class mobile solution that delivers job schedules, Einstein AI, visibility into van stock and inventory, knowledge articles, and real-time collaboration while they’re on the go, regardless of cell phone connectivity.
Use Field Service Analytics to give your managers and dispatchers easy, real-time visibility into operational performance and KPIs.
Scale support and increase agent productivity with Service Cloud Einstein — artificial intelligence for customer service.
Help customers resolve top, routine issues with Einstein Bots — Salesforce chatbots that can take action like checking claims status or modifying orders using natural language processing on real-time channels like chat and messaging.
Immediately engage your customers with Einstein Bots on the front line. For more complex requests, Einstein Bots can collect and qualify customer information for seamless handoff to agents.
It's never been easier to create your own CRM-connected chatbot and link it to business processes and back-end systems.
Save your agents time and help them resolve issues faster with Service Cloud Einstein.
Einstein is simple to set up, deploy, adjust, and monitor for performance thanks to its native Salesforce UI and intuitive controls.
Quickly learn how to use artificial intelligence to make your organization more productive and your customers happier with free, online training, AI resources, and best-practice materials.
"The important thing ... is that we have to meet the needs of the customer. And as the customer changes, we have to change."Ron Guerrier Chief Information Officer, Farmers Insurance
Salesforce starting from $25 per user per month