Service Cloud
Delivering outcomes that ensure maximum value
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20+ Years
#1 Agentforce Partner
100% of Employees are AI Certified
200+ Bot Projects, 150+ Service Cloud Voice Projects & 100+ Agentforce Projects
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Reduces manual workloads
Personlized white-glove service
Scalable, Connected Support
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By partnering with NeuraFlash, Second Nature cut implementation time in half and transformed the resident experience.
Second Nature teamed up with NeuraFlash to elevate their support strategy using Salesforce Service Cloud and Amazon Connect. With a new AI-powered call center, agents now access critical info instantly, deliver more personalized support, and connect with residents faster than ever. The result? Streamlined service and happier customers.
With NeuraFlash and Salesforce, Reddit saw a 20% increase in CSAT even with 5x more case volume.
Reddit partnered with NeuraFlash to build a best-in-class, self-service support experience for their global advertising community. Using Salesforce Service Cloud and Experience Cloud, Reddit now delivers faster answers, more efficient case handling, and personalized support all while enhancing satisfaction across the board.
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FAQs
What is Service Cloud?
Salesforce Service Cloud is a CRM platform built specifically for customer service and support, helping businesses manage cases, knowledge bases, and interactions across channels like phone, chat, and email. It includes powerful tools like AI-driven automation, field service management, and omnichannel routing to boost agent productivity and streamline service delivery. With centralized information, intelligent workflows, and real-time insights, Service Cloud enables faster resolutions and more personalized customer experiences.
How does Service Cloud improve customer service?
Salesforce Service Cloud provides businesses with a complete, 360-degree view of every customer by centralizing data and interactions in one unified platform. It empowers teams to build a connected knowledge base, manage case workflows, and offer real-time support through live chat and other digital channels. With AI-powered features like Einstein Bots and automated case routing, agents can resolve issues up to 25% faster and increase first-contact resolution rates. Service Cloud also helps improve customer satisfaction scores (CSAT) by up to 30%, driving long-term loyalty and efficiency at scale.
What channels does Service Cloud support?
Service Cloud supports a wide range of communication channels, allowing service reps to manage all customer interactions from a single Service Console. These include phone (via Service Cloud Voice), email (Email-to-Case), web forms (Web-to-Case), and real-time chat through websites and mobile apps. It also supports messaging apps like SMS, WhatsApp, Facebook Messenger, and Apple Messages through built-in or custom integrations. Additionally, businesses can offer self-service options through online help centers and community sites powered by Experience Cloud.
What is the difference between Service Cloud and Sales Cloud?
Sales Cloud and Service Cloud are both Salesforce CRM products, but they serve different purposes. Sales Cloud is designed to help sales teams manage leads, track opportunities, and close deals faster, ultimately driving revenue. Service Cloud, on the other hand, is focused on customer support providing tools for case management, omnichannel communication, knowledge bases, and self-service. While they share foundational elements like account and contact management, each is optimized for a different stage of the customer journey: selling vs. supporting.
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