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Salesforce Customer 360

Service Cloud

Rapidly respond to customer needs on any channel, even from home.No matter the size of your company, all sales reps share one common goal.

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Quickly adapt and scale your customer
service during the COVID-19 crisis.

No matter the size of your company, all sales reps share one common goal — the desire to be a top performer. Our CRM software features can help with that.

COVID-19 crisis

service Lightning Service Console

Increase agent productivity with the next-generation of agent experience. Put all the information agents need at their finger tips for a 360-degree view of customers.

case Case Management

Resolve cases faster with easy visibility into the full context of all cases and a record of every customer interaction — all on a streamlined dashboard.

workflow Workflow and Approvals

Customise and automate any customer service or approval process with drag-and-drop simplicity using Workflow.

omnichannel Omni-channel Routing

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

telephone 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.

social Social Customer Service

Monitor and respond faster to customer posts on social media channels like Twitter, Facebook, Instagram, and others.

automation Automation with Macros

Free up your support agents by automating common, repetitive, multi-step tasks to resolve customer issues more efficiently.

account Account and Contact Management

Be ready when customers reach out to your company by arming agents with critical data about past communications right at their fingertips.

dashboard Custom Reports and Dashboards

Make informed decisions with real-time reports. Track cases and customer information for a 360-degree view of the customer.

asset Asset and Order Management

Track customers’ assets, orders, support history, and more, in one place for a complete view of their activity.

Lightning Console

Lightning Console
  • Maximise agent productivity.
  • Deliver a great customer experience.
  • Simplify the agent experience.
Lightning Console

The support app to help customers on your website, and in your apps, has arrived.

support app

The support app to help customers on your website, and in your apps, has arrived.

  • Automatically assign the right agent.
  • Streamline your service processes.
  • See the full context of all your cases.
  • Know what to focus on and when.

Service Cloud Voice

Service Cloud Voice
  • Boost productivity.
  • Integrate calls easily.
  • Answer the phone with AI.
  • Make it personal.
  • Optimise training and management.
Service Cloud Voice

Knowledge Database for Customers

Knowledge Database

Knowledge Database
for Customers

  • Maximise agent productivity.
  • Help customers help themselves. Lickety-split.
  • Streamline your knowledge management process.

Telephony Integration

Telephony Integration
  • Know who’s calling before they say a word.
  • Call customers with just a click.
  • Log all your calls automatically.
  • Control calls without touching your phone.
Telephony Integration

Omni-Channel Presence and Routing

Omni-Channel

Omni-Channel
Presence and Routing

  • Route work intelligently.
  • Supercharge your efficiency.
  • Access operational insights.

Service
Analytics

Service Analytics
  • Service Analytics, now supported by Einstein Discovery.
  • Get seamless integration.
  • Centralise your KPIs.
  • Instantly take action.
Service Analytics

Make the most of the time you spend with customers using Workflows and Approvals.

Workflows and Approvals

Make the most of the time you spend with customers using Workflows and Approvals.

  • Collaborate on files as a team from anywhere, on any device.
  • Search for and find files, fast.
  • Publish the latest information and eliminate mistakes.

Build self-service portals and communities for more personalised support and happier customers.

self-service portals
  • Create a seamless self-service experience connected to the Salesforce platform.
  • Customise your portal or community, and build your brand.
  • Deliver personalised, intelligent customer service.
  • Embed service directly into your portal.
  • Help customers help themselves, and each other.
self-service portals

Supercharge the power of Service Cloud with these products and options.

Service-Cloud

Supercharge the power of Service
Cloud with these products and options.

  • Field Service Lightning
  • Customer Self-Service
  • Mobile Messaging
  • Live Agent Chat
  • Video Chat
  • Knowledge
  • Service Analytics
  • AppExchange

Deliver trusted field service
from anywhere — fast.

Deliver truste
  • Create work orders from any case, fast.
  • Optimise schedules and intelligently assign jobs.
  • Harness the power of Einstein AI to increase first-time fix rate.
  • Manage jobs from any mobile device.
  • Make smarter decisions.
Deliver truste

AI for Customer Service

AI for Customer

AI for Customer
Service

  • Deliver more intelligent, satisfying self-service.
  • Eliminate hold time and reduce handle time.
  • Build Einstein Bots with clicks, not code.
  • Make every service rep bionic.
  • Deploy Einstein AI rapidly and configure it easily.
  • Get the most out of AI, faster, using best practices.

Platform
Advantage

Platform Advantage
  • Personalise every customer conversation.
  • Optimise schedules and intelligently assign jobs.
  • Always respond with the right level of service.
  • Use service insights to create more personalised marketing.
  • Identify opportunities and issues from any location or device.
  • Solve cases faster with insights from self-service communities.
Platform Advantage

Salesforce

Sales Cloud Service Cloud Other Products
Marketing Cloud Small Business

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