Service cloud a comprehensive service management platform that enables organizations to work with customers and channel partners to provide excellent service efficiently. Service Cloud works to boost the efficiency of an organization and increase customer satisfaction by providing easy access to self-help capabilities, and by streamlining all customer service interactions. Finally, you can reduce case volume with a self-service portal through Service Cloud that allows Users the opportunity to be a part of a custom, branded community, which connects them to like-minded Users to share knowledge on important Salesforce Service Cloud subject matter.


Benefits for customer

35% increase in Customer Satisfaction.

Benefits for Companies.

22% decrease in Support Cost.

26% increase in Customer Retention.

28% increase in Agent Productivity.

Service Cloud Features And Benefits

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

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.

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.

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

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

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

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

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

Make informed decisions with real-time reports. Track cases and customer information for a 360-degree view of the customer. Free up your support agents by automating common, repetitive, multi-step tasks to resolve customer issues more efficiently. Multi-channel support: You can communicate with the customers on their preferred channels like emails, chats, phone calls, etc.

Service Cloud, on the other hand, includes everything that Sales Cloud does, but adds the additional:

Service Cloud Console

Service Entitlements

Service Level Agreements

Visual SLA Timelines

Add-On: Live Agent

Omnichannel Routing

CTI Integration


Add-On: Live Messaging

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