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Service Cloud + Agentforce + Data
Resolve faster.
Personalize every interaction.
Scale service with AI.
Bring every channel, case, and customer insight into one AI‑powered workspace. With Salesforce Service Cloud and ETG Digital, teams boost productivity, reduce costs, and create customers for life.
What you can do with Service Cloud
Manage every interaction from a single, AI‑powered console — then resolve incidents faster, collaborate in Slack, and scale with automation.
Workspace & Case Management
One place for every customer interaction
Incident Management
Resolve disruptions faster
Slack for Service
Collaborate without leaving the console
Self‑Service
Help customers help themselves
Deflect routine queries with portals, knowledge, and autonomous agents that deliver accurate answers.
Omni‑Channel
Meet customers on any channel
Voice, chat, messaging, email, WhatsApp and more all unified with intelligent routing and context.
Agentforce for Service
AI that’s predictive, generative, and autonomous
Scale quality service with AI‑assisted actions, summarisation, and next‑best steps embedded in every workflow.
Extend Service Cloud with related products
Add capabilities as you grow. Here’s a quick view of Service Cloud products and add‑ons.
Customer Service AI
Conversational, predictive, and generative AI to personalise service and reach resolutions faster.
Digital Engagement
Seamless conversations across web, chat, messaging, and social at scale.
Self‑Service
Portals and knowledge that deflect cases and cut costs.
Contact Centre
AI, automation, and omni‑channel to speed up resolutions.
Field Service
Plan, schedule, and empower mobile workforce with AI and offline apps.
Asset Service Lifecycle
Unify customer and asset data to maximise uptime and revenue.
Visual Remote Assistant
Remote video support to improve first‑time fix rates.
Incident Management
Proven workflows to resolve disruptions faster.
Service Operations
Operational insights with data and AI, inside your CRM.
Service Cloud Voice
Cloud telephony unified with CRM to reduce handle time.
Service Cloud for Slack
Collaborate, swarm, and solve without switching tools.
HR Service
Scaled employee support and modern experiences.
Feedback Management
Surveys and insights connected to CRM to close the loop.
Scale Service for Financial Services
Industry templates and automation for common interactions.
Service teams in every industry scale with Agentforce
Keep up with the latest service trends, insights, and conversations
Service Cloud FAQs
This FAQ provides answers to some common questions about Salesforce’s Service Cloud, a powerful platform designed to enhance customer service and support.
What is Service Cloud?
It’s Salesforce’s customer service platform for managing enquiries and issues across channels with tools for cases, knowledge, automation, and analytics.
What benefits should we expect?
Higher agent productivity and CSAT from a connected toolkit inside the Salesforce Platform — giving customers a consistent experience.
How is it different from Sales Cloud?
Sales Cloud focuses on leads and opportunities; Service Cloud focuses on support and post‑sale experiences.
Who uses Service Cloud?
Organisations of all sizes and industries that need to streamline support
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