Service Cloud

Customer Service gets Social

Take your customer service to the next level. Make your call center social. Empower your customers with self-service capabilities. Assist your customers in the social media channels where they live. Open and close cases in seconds. And transform your customer service network into a Social Enterprise ™.

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Social Contact Center

Work smarter. All of your cases in one unified agent experience. Create and track. Route and escalate. Fully integrated with your company's call-center telephony and back-office apps. Your agents will know more, work faster, and work smarter. Across all channels. All the time.

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2 minutes
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Self Service

Increase loyalty, decrease costs. Empower your customers. Let them get case updates and search the knowledge base for themselves. Online, 24/7. With your customers posting, commenting, and validating, crowd-sourcing the best solutions will be faster. And the cost of a happy customer goes down.

3 minutes
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Social Customer Service

Deliver answers anywhere. Let questions and comments from social media channels become part of your case queue. Route them through a single hub, and monitor and prioritize conversations by sentiment and influence. Then use insights from their online profiles to deliver better answers faster.

2 minutes
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Knowledge

Get answers from every channel. Get accurate answers faster, wherever they live. From Google searches to social media, from business partners to self-service website queries. All making your contact center smarter. And customized to drive the right information to the right people.

3 minutes
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Live Agent

Resolve issues faster. Live Agent web chat lets you give customers faster answers. So their cases get quicker resolutions. Pre-integrated with the Service Cloud, there's nothing to install. Embed Live Agent into your site and start giving your customers instant answers in real time.

3 minutes
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Visual Workflow

Streamline process management. Manage any support process. From call scripting and returns, to quotes and resolutions. Even automated approvals for critical processes. Get consistency and speed across every customer-service channel, from the call center to the web, all entirely in the cloud.

3 minutes
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Dashboards and Reports

Complete customer insight. No complicated setup, just the customer service metrics that are important to you. In real time. Add new reports and dashboards, or customize existing ones, without calling IT. It's simple. Just drag and drop.

3 minutes
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Chatter

Collaborate in real time. Your agents can collaborate, share insights, or get input from peers instantly. And every user can fine-tune their feeds to get information from the groups and individuals that matter most to them.

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3 minutes
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Email

Better email, better service. Take control of your email. Instantly create and assign cases from incoming email-whatever the volume. Now you can give your agents the templates they need to give measured, on-brand responses every time. And track them through to quick resolution from a single console.

3 minutes
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Mobile

Take your contact center with you. Keep tabs on your most critical cases. With mobile access to the Service Cloud, you can also get the latest performance metrics anywhere and anytime. And field service apps from the AppExchange let you manage field ops, from scheduling to logistics and more.


Contracts and Entitlements

Track service and win. Lower costs and give every customer the level of service they deserve. Keep tabs on key milestones and metrics. Continuously track progress against service milestones to ensure amazing service.

3 minutes
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AppExchange

Extend your success with the AppExchange, the world's leading cloud apps marketplace, with thousands of sales applications, social enterprise tools, and expert services ready to deploy Salesforce.

Browse all AppExchange apps. »

3 minutes
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