Service Cloud Definitions

  • S

    Salesforce Einstein

    Salesforce Einstein is an artificial intelligence (AI) technology that has been developed for the Salesforce Customer Success Platform. Salesforce's AI product, Einstein, is now available across the company's core cloud products, as part of its spring 2017 product release.

  • Salesforce Service Cloud

    Salesforce Service Cloud is a customer relationship management (CRM) platform for service industries that draws on the company's CRM software for sales professionals.

  • Salesforce Service Console

    The Salesforce Service Console is the centralized interface in the Salesforce Service Cloud with which agents can view all relevant customer information related to a case, as well as their call queue and more.

  • V

    virtual agent (intelligent virtual agent, virtual rep or v-rep)

    In customer relationship management (CRM), a virtual agent (sometimes called an intelligent virtual agent, virtual rep or v-rep) is a chatterbot program that serves as an online customer service representative for an organization.

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