What is Salesforce Service Cloud?

Nov. 4, 2022 ยท 5 minutes

With Service Cloud, the customer service and support application that you can customize to meet your company's needs, you can provide your customers with the information and assistance they require.

You may decide how your consumers can contact you with Service Cloud, such by phone, chat, text, social media, Experience Cloud websites, and more. When a customer contacts you, Service Cloud ensures that your representatives have the resources necessary to handle their inquiries and requests in a timely manner. Increased agent productivity, multichannel communication, and assistance with problem-solving in the field are all benefits of Service Cloud.

Service Cloud

What is Service?

At Salesforce, they use the Service Cloud, a robust platform with tools, procedures, and features to assist you in serving your customers.

You can offer your clients immediate, individualized assistance and support with the help of Service Cloud. You can also alter Service Cloud to meet your demands because every business and its clients are unique. You're happy when your consumers are happy!

Exactly how does Service Cloud operate then? You can allow customers to contact you by any channel, including chat, email, phone, social media, Experience Cloud websites, and more. These contacts are converted into cases, often known as a customer issue, request, or service ticket. The personnel at your organization who respond to and handle client complaints are your service agents, who you then route those instances to. From beginning to end, Service Cloud is at your side, providing a seamless and integrated approach for managing all of your customer support requirements.

Here is a picture of the Service Cloud in action. One of your items is giving your consumer trouble. They email you, and Salesforce creates a case to track the issue. One of your agents views the case in the Service Console. When your person has found a solution, they reply to your customer by email.

Service Cloud in Action

  • Salesforce Service Cloud is CRM software designed to improve the efficiency of customer service teams.
  • A single ticket database is used by Support Cloud to consolidate all client inquiries from various channels. AI is then used to assign these tickets to customer service representatives.
  • By offering thorough insights on staff performance and predictive analytics intended to foresee service demand, Service Cloud aids customer service management teams.
  • The cost of Service Cloud is pay-as-you-go. Prices are payable annually and range from $25 to $300 each month.
  • Service Cloud offers a wide range of features. It's perfect for big enterprises because higher-priced customers can add an unlimited number of users.

What does Salesforce Service Cloud do?

  • Uses service analytics to help your customer care staff handle issues more quickly, automate procedures, and increase team productivity.
  • Enhances customer service teams' effectiveness with automated workflows.
  • Includes capabilities for asset and order management that are built-in.
  • Improves the efficiency of call center teams with solutions for productivity that are powered by AI and cloud-based telephony.
  • Enables your company to quickly set up a self-service assistance center for your clients, complete with simple methods for scheduling appointments, checking account balances, and paying bills.
  • Enables clients to contact you through a variety of digital channels, including email, social media, live chat powered by AI, and mobile messaging.
  • Integrates customer support requests from all channels into a single ticketing system that is simple for your staff to manage.
  • Comes with a Field Service(opens in new tab) solution that improves the effectiveness of your field agents and expands the range of services they can do by integrating mobile technology, providing AI-driven onsite technical help, and providing remote support.

How Salesforce Makes Your Customers Happy?

Clients enjoy having their issues resolved fast. Here are a few ways Salesforce accomplishes it.

  • Provide assistance everywhere and on all platforms. Connect with clients wherever they are through various channels, such as the phone, email, SMS text, social media, webchat, online communities, WhatsApp, and more. Give customers the greatest experience by seamlessly switching conversations to the channels they choose.
  • Send quick replies to demonstrate your concern. Sending customers updates and communications automatically will let them know that you have received their problem. Give consumers an estimated time of arrival (ETA) for answers, solutions, appointments, or field visits by personalizing responses using editable templates.
  • Before they become emergencies, automatically escalate key concerns. Include automated workflows that identify important clients or issues and notify management by particular deadlines. To keep them from turning into nightmares, keep an eye on the progress of urgent service issues.


Is Service Cloud part of Salesforce?

Salesforce sells a solution called Service Cloud. Salesforce offers organizations software solutions, and its CRM solution for customer care teams is called Service Cloud. Service Cloud may be improved by your team by downloading plugins from the Salesforce AppExchange(opens in new tab), and new team members can be trained on Service Cloud in Salesforce Trailhead (opens in new tab). One customer database can be maintained for use with several Salesforce products, including Service Cloud, Sales Cloud, and Marketing Cloud.

What are the cloud services Salesforce offers?

Software as a Service (SaaS) and Platform as a Service are two cloud services that Salesforce provides (PaaS). Direct cloud access to software is referred to as "software as a service." CRM software, business analytics software, and analytics for corporate social sustainability are just a few of the SaaS offerings offered by Salesforce. Salesforce features a development environment called Platform because of this extensive ecosystem. With the help of this PaaS solution, developers may create native Salesforce applications online.

What’s included in Service Cloud?

A wide range of capabilities in Service Cloud are designed to boost customer service teams' productivity. In particular, it gives customer service managers a centralized ticketing system, a knowledge library for consumer self-help, and performance analytics data so they can easily assess agent performance.

Customers can contact agents by phone, text, chat, and email thanks to Service Cloud. Both desktop and mobile programs support chat.

Key Features of Service Cloud

The above-mentioned business objectives are achieved with the aid of these elements. The characteristics are explained below:

1. Console for Service

It is a centralized platform for managing every case given to an agent, which enables it to assist in prioritizing the current work. Additionally, this aids in providing each customer with a customized experience.

2. Knowledge Base

Knowledge bases contain recordings of customer interactions and solutions. This contributes to quicker problem solving.

3. Social Customer Service

This feature assists in providing service on the social media platform itself without requiring the consumer to visit different web pages for interaction as more and more customers contact with the company through social media.

4. Live Agent

With its exclusive chat service, this feature offers real-time online assistance.

5. Mobile Platform

The Salesforce1 platform may be used to manage customer support from any location and on any device.

6. Service Cloud Communities

Customers are able to assist one another while also helping themselves. Numerous self-service tools are available for use in various troubleshooting situations.


Service Cloud