Simplify customer service with Salesforce Service Cloud
Efficient support across every channel
Support volumes can increase quickly, making it difficult for teams to keep up without adding more staff. We implement Salesforce Service Cloud with a connected console, self-service Knowledge base, and case routing to help teams manage requests efficiently.
With Agentforce and Data Cloud, routine questions can be resolved without reaching a human queue, while agents handling more complex cases can access customer context directly in the Service Console. This helps teams focus their time on cases that need human attention.
What our Service Cloud experts do for you
Omni-Channel Routing & Case Setup
Connect support channels such as email, chat, phone, social, and self-service to a common case model with appropriate routing and SLAs.
Knowledge Base & Self-Service Setup
Build a structured Knowledge base that customers and Agentforce can use to find accurate answers to common questions.
Service Console & Agent Productivity
Configure the Service Console, macros, and case assignment rules so agents can resolve cases with less switching between systems.
Entitlements & SLA Management
Set up entitlement processes and milestones to track support commitments and manage escalations automatically.
Agentforce Service Agent Deployment
Design and deploy an Agentforce Service Agent on your help center to handle routine requests and escalate more complex cases with the relevant context.
Service Analytics & Reporting
Build reports on case volume, resolution time, backlog, and CSAT to help support leaders identify bottlenecks and monitor performance.
Service Cloud in action
Here are two examples of what we’ve built with Service Cloud and Agentforce as part of the broader support operations services we deliver.
Case deflection through conversational self-service
Support teams can spend significant time handling repetitive, low-complexity questions that could be resolved through self-service.
How it works
An Agentforce Service Agent answers questions on the help center using the Knowledge base and relevant order or account data from Data Cloud. Cases that require human judgment can be escalated to an agent with the relevant context included.
Agent assist for complex case resolution
Agents may need to switch between systems to understand a customer’s history before responding to a complex case.
How it works
Agentforce can surface a case summary, similar past resolutions, and a suggested reply using information from the customer’s CRM and Data Cloud profile. The agent can review, edit, and send the response instead of researching the information from scratch.
Self-service can reduce routine work while giving agents more time to focus on complex customer needs.
FAQs
Will an Agentforce Service Agent give customers incorrect answers?
Agentforce can be grounded in your Knowledge base and relevant account data, with escalation rules for cases that require human support. This allows uncertain or complex cases to be routed to an agent instead of generating an unsupported response.
Can Service Cloud handle multiple support channels in one place?
Yes. Email, chat, phone, social, and self-service can be connected to a common case model with channel-specific routing and SLAs.
Do you help set up SLAs and entitlements?
Yes. We configure entitlement processes and milestones to track support commitments and manage escalations, along with case routing and Service Console setup.
How much case volume can be handled through self-service?
It depends on the type and complexity of your cases. Routine and repetitive requests are generally better suited to self-service when the Knowledge base provides the information needed to resolve them.
Can we keep our existing case assignment rules?
Yes. We can work with your existing routing rules and SLAs while adding Service Cloud and Agentforce capabilities where they are needed.
What support performance can we track?
Reports and dashboards can cover case volume, resolution time, backlog, and CSAT by team or channel, helping support leaders identify areas that need attention.
What can we do for you
Consulting and Advisory
Conduct thorough business audits to craft tailored strategies for your success. Receive actionable insights and recommendations prioritized to meet your needs.
Platform Administration
Streamline your Salesforce operations with our expert administration services. From production releases to analytics, we ensure your platform is primed for success.
Custom Implementation
Tailor Salesforce solutions to fit your unique business requirements. Our seasoned experts guide you through seamless implementation processes aligned with your organization’s goals.
Integration
Seamlessly integrate tools to harness 360-degree customer insights. Align your marketing automation tools with Salesforce policies for enhanced data merging.