What is customer self-service software?

Customer self-service software enables customers to access and complete various tasks or actions without the help of a support agent. Customers are empowered to find information, resolve issues, and complete transactions on their own time, through their preferred online or digital channels.

Connect customers to the right answers faster.

Authenticated Portal

Increase case deflection and deliver personalized support at scale with an authenticated portal. With the power of the platform, access trusted CRM data to create a catered support journey based on each customer's needs and previous actions. Surface relevant content, recommend business processes, and suggest next best steps to help customers resolve issues more efficiently.

Help Center

Get started on your self-service experience by launching a branded help center using clicks, not code. Help customers find answers fast by embedding a strong knowledge base for the most commonly asked questions. Reduce the load of incoming cases on your support team and increase customer satisfaction by giving customers the information to resolve questions themselves.

Deflect more cases with an AI agent.

Conversational Messaging

Resolve cases any time. Agentforce for Service chats with customers using natural language and sophisticated reasoning across self-service portals and messaging channels like WhatsApp, Apple Messages for Business, Facebook Messenger, and SMS. Customers can even send photos, videos, and audio if their issue is too hard to explain in text.

Trusted Responses

Deliver accurate answers to every customer. Agentforce for Service grounds its responses with your business data. Integrate data, including Knowledge, from third-party systems to help Agentforce for Service generate accurate responses personalized to your customers' specific needs and preferences.

Intuitive Setup

Get setup in minutes. Agentforce for Service doesn’t require thousands of lengthy structured dialogues. Simply use out-of-the-box templates, existing Salesforce components, and your LLM of choice to get started quickly. Need something more specific for your business? Create custom actions using the low-code builder.

Security and Guardrails

Protect the privacy and security of your data with the Einstein Trust Layer - built on the Salesforce Platform. Mask personally identifiable information and define clear parameters for Agentforce for Service to follow. If an inquiry is off-topic, Agentforce for Service will seamlessly transfer the conversation to a human agent.

Deliver accurate, personalized responses with AI.

Generative AI-Powered Search Answers

Help customers find answers fast by surfacing the best answer right at the top of their Self-Service Portal. Save service reps time by autogenerating and sharing answers directly in their flow of work. Every answer is grounded in your trusted knowledge base and created using generative AI.

Einstein Bots

Deflect more cases with intelligent chatbots. In a few clicks, launch a multi-channel, multilingual bot that integrates with your Salesforce data. Bots automate routine common requests, guide customers through next steps, and help sevice teams do more.

Knowledge on Data Cloud

Empower customers to find the best answers to commonly asked questions and solve issues themselves with knowledge articles. Seamlessly connect 3rd party knowledge resources into Salesforce with Unified Knowledge on Data Cloud, to ground AI-generated responses that helps them find answers faster. Help reduce the cognitive load on your customer support team—freeing their time to focus on critical cases.

Create beautiful experiences in minutes.

Experience Builder

Quickly build and launch a branded self-service customer portal with prebuilt templates and easy-to-use, drag-and-drop functionality. Use Experience Builder to style your site, create and customize pages, and deliver a personalized experience to your customers. It’s the low-code way to get started and be up and running quickly.

Mobile Publisher

Launch dynamic experiences on both desktop and mobile — making self-service available from anywhere. Transform the portal into a pixel-perfect mobile application for both iOS and Android. Leverage features like notifications, persistent login, location, and more using clicks, not code. Mobile Publisher lets you easily maintain your app branding and get automatic updates to keep the app compliant.

Service Catalog

Improve the customer experience and drive more self-service by enabling customers to search for — and take action on — a wide range of services through your authenticated portal. Configure catalog items to collect the right info for faster processing through workflow automation, and empower admins to quickly expose new items to customers with just a few clicks.

Workflows

Embed business processes easily across all channels to surface the most applicable information and help customers resolve requests on their own. Use workflows to automate both simple and complex tasks — from resetting a password to submitting a loan application. Workflows allows customers to seamlessly self-serve without the need to loop in an agent.