Definition

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.

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 Salesforce.com, Service Cloud is the world’s top-ranking customer service solution.

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

This was last updated in January 2016

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