Manage every interaction from one AI-powered workspace.

Service Console

Boost productivity by giving your reps everything they need to manage customer interactions on an easy-to-use to use workspace. Leverage AI and automation to help reps solve cases faster with intelligent recommendations, automated case wrap-up, and insights to optimize service operations.

Omni-Channel Routing

Intelligently route work from any channel to the right agent for the most efficient resolution based on skill set, availability, and capacity. Automatically route work items to the most available and qualified queues, agents, or even Einstein Bots to assist customers more effectively and close cases faster.

Generative AI-Powered Service Replies

Increase customer satisfaction and reduce rep handle time with AI-generated replies on SMS, Whatsapp, and more. Use Agentforce Service Replies on any channel to analyze content from customer conversations in real time and generate replies based on the conversation or data from your company's trusted knowledge base. Service Reps can share these replies with customers with a single click, or edit them before sending.

Service Planner

Service Planner uses generative AI-powered step-by-step plans based on case-specific data to streamline customer support, enhance agent productivity, accelerate agent onboarding and ensure company policy compliance. By integrating intelligent automation with detailed service plans, organizations can achieve higher service standards, optimize resource allocation, and improve overall customer satisfaction.

Empower agents and customers to quickly find the answers they need.

Knowledge Base

Help reps and customers quickly find the best answers to commonly asked questions and solve cases faster with knowledge articles. Easily surface relevant articles and resources in your Help Center or in the Service Console to reduce the cognitive load on your customer support team. Rather than connecting directly to an rep, customers can find the information and answers they need on their own time.

AI-Powered Article Recommendations

Improve agent productivity and customer satisfaction with relevant knowledge article recommendations that appear directly where your agents work. Help agents resolve customer cases efficiently by recommending articles that were attached to similar cases in the past. Agents can quickly select the most relevant article and attach it to the case or send directly to the customer — saving time by avoiding searching or scrolling through long lists of articles.

Generative AI-Powered Search Answers

Help customers find answers fast by surfacing answers that are grounded in your Knowledge base directly into your Help Center page or in a chat with an autonomous bot. Save agents time by auto-generating and sharing answers directly in their flow of work.

Resolve disruptions faster to decrease costs and maximize ROI.

Incident Detection & Response

Stay one step ahead of major disruptions with incident management tools built directly into Service Cloud. Monitor systems with out-of-the-box integrations to detect potential problems, and take action before widespread impact. Empower your service and operations teams to work in harmony with all case, incident, and customer data in one unified workspace.

Incident Resolution

Diagnose and resolve incidents faster with the right tools and proven workflows for your team. Streamline collaboration with experts across your organization with swarming built into the Service Cloud for Slack app. Quickly identify impacted assets, uncover the root cause, and find a solution. Use a work plan to capture the necessary steps to deploy a fix and ensure the incident does not reoccur.

Broadcast Communications

Build customer confidence and streamline internal communications with centrally managed real-time status updates. Reduce incoming cases by proactively notifying customers of an active incident before they reach out, and providing updates across digital channels. Keep agents and internal stakeholders informed on the latest incident status and empower them to address customer inquiries with broadcast alerts in the Service Console or via Slack.

Improve productivity with collaborative service.

Swarming with Slack

Instantly collaborate to solve cases, address incidents and complete field service requests faster by swarming in Slack. Quickly bring together the right experts with Expert Finder and kick-off a swarm channel directly from a case or incident in just a few clicks. Our native integration means your agents can participate in a Slack swarm without ever leaving the console, swarm members have access to critical CRM data and records from the Service Cloud for Slack app. Plus, swarming data is automatically sent back to Salesforce to ensure all context is captured in one place.

Workflows for Slack

Transform your swarming processes with automated workflows. Save time by quickly capturing swarm learnings into knowledge articles directly in Slack, which can then be edited and published in Salesforce. Use Workflow Builder to eliminate manual tasks such as routing work to other departments, or accelerate processes like onboarding and budget approvals — freeing up agent time so they can focus on helping customers.

Swarming Reports and Dashboards

Get a complete view of your swarming metrics with out-of-the-box reports and dashboards. Monitor swarm participation to understand your top contributors and identify areas for improvement. Analyze swarming trends, review productivity, and get insight into the impact of swarming on key service metrics — such as time to resolution.