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Service Cloud

Service Cloud by Salesforce for Desktop, Tablet and Mobile

More Customer Happiness With Complete Customer Support Software

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.

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Customer Service by Salesforce Service Cloud

Customer Service

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.

Lightning Service Console

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.

Case Management

Resolve cases faster by combining streamlined processes with easy access to the full details, context, and history of every case and customer interaction.

Knowledge Base

Drive quick case resolution and maximize agent productivity with recommended articles and optimized article search.

Service Process and Automation

Customize and automate any service or approval process with drag-and-drop simplicity using Lightning Flow. 

Omni-Channel Routing

Deliver smarter service by automatically matching cases to the agent with the best skill set to solve them.

Service Analytics

Make your team and business smarter with prebuilt dashboards and apps and AI-powered insights and predictions.

Telephony Integration

Integrate with the most popular CTI systems. Log notes instantly when customers call. Plus, manage calls from within the console without touching the phone.

Self-Service by Salesforce Service Cloud


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.

Customize Your Portal or Community, and Build Your Brand

Build beautifully branded, mobile-responsive portals and communities quickly and easily using Lightning Community Builder.

Create a Seamless Self-Service Experience Connected to the Salesforce Platform

Extend Salesforce into your portal to integrate directly with your business processes, so customers can connect to what they need effortlessly. 

Embed Service Directly Into Your Portal

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. 

Help Customers Help Themselves, and Each Other

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.

Deliver Personalized, Intelligent Customer Service

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.

Digital Channels Support by Salesforce Service Cloud

Digital Channels

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.

Embedded Service

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.

Social Networks

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.

Service Cloud by Salesforce screenshot on Desktop and Mobile

Field Service

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 Work Orders From Any Case

Create and manage work orders for field service operations and instantly view Knowledge articles and track SLA compliance with Milestones. 

Optimize Schedules and Intelligently Assign Jobs

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. 

Harness the Power of Einstein AI to Increase First-time Fix Rate.

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.

Manage Jobs From Any Mobile Device

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. 

Make Smarter Decisions.

Use Field Service Analytics to give your managers and dispatchers easy, real-time visibility into operational performance and KPIs.

AI for Service by Salesforce screenshot on Desktop and Mobile

AI for Customer Service

Scale support and increase agent productivity with Service Cloud Einstein — artificial intelligence for customer service.

Deliver More Intelligent, Satisfying Self-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.

Eliminate Hold Time and Reduce Handle Time

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.

Build Einstein Bots With Clicks, Not Code

It's never been easier to create your own CRM-connected chatbot and link it to business processes and back-end systems.

Make Every Service Rep Bionic

Save your agents time and help them resolve issues faster with Service Cloud Einstein.

Deploy Einstein AI Rapidly and Configure it Easily

Einstein is simple to set up, deploy, adjust, and monitor for performance thanks to its native Salesforce UI and intuitive controls.

Get the Most Out of AI, Faster, Using Best Practices

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
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