Salesforce Service Cloud

Contributor(s): Matthew Haughn

Salesforce Service Cloud is a customer relationship management (CRM) platform for customer service and support, based on the company's CRM software for sales professionals.

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Service Cloud allows users to automate service processes, streamline workflows and find key articles, topics and experts to support the agent. The purpose is to foster one-to-one marketing relationships with every customer, across multiple channels and on any device.

Service cloud can "listen" and respond to customers across a variety of social platforms and automatically route cases to the appropriate agent. Social customer service is integrated with the Salesforce Customer Success Platform, which allows the social team to gather a comprehensive picture of the customer to inform responses.

Service for Apps makes it possible to embed customer support software into applications. In-app mobile support can include live agent video chat, screen sharing and on-screen guided assistance. The software is also integrated with Salesforce's Community Cloud, which provides more communication channels for agents and customers.

According to, Service Cloud is the world’s top-ranking customer service solution.

See how uses Service Cloud to manage its own customer support:

This was last updated in January 2016

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