Service that feels effortless, for customers and agents
We build Service Cloud so every case lands with the right person, agents have the full customer picture, and customers can solve simple problems on their own.
A modern contact center on Salesforce
Case management
Case types, entitlements and SLAs, milestones and escalation rules that match how your team really works.
Omni-channel routing
Skills- and capacity-based routing across email, web, chat, messaging and voice.
Service Console
A focused agent workspace with customer 360 context, macros and quick actions to cut handle time.
Knowledge
A knowledge base that agents and customers can search, with article lifecycle and feedback loops.
Self-service portals
Experience Cloud help centers and customer portals that deflect cases and build loyalty.
Field Service
Work orders, scheduling and mobile for technicians in the field, connected to the case.
Add AI where it helps
Service is the natural first home for Agentforce: answering common questions, summarizing cases and drafting replies, with a human always in the loop for the hard ones.
- Service agents that resolve routine requests 24/7 on your own knowledge.
- Case summaries and suggested replies for human agents.
- Smart classification and routing on arrival.
- Metrics for deflection, handle time and CSAT from day one.
Not sure where to start?
Our Org Health Check reviews your service setup and returns a prioritized plan in two weeks.