Salesforce Service Cloud


Personalise Service, Improve Loyalty and Foster Meaningful Relationships With Your Happy Customers

Salesforce Service Cloud is a customer relationship management (CRM) platform for next level customer service and support.

Service Cloud supports your service agents with automated service processes, streamlined workflows and easy to find key articles, topics and experts. With every previous customer interaction at their fingertips, your agents will be empowered by a new level of one-to-one communication with each and every customer, across multiple channels, on any device.

Service Cloud’s smart features can “listen” and respond to customers across social platforms and automatically route cases to the appropriate agent. Service for Apps makes it possible to embed customer support software into applications – including live agent video chat, screen sharing and on-screen guided assistance.

Service Cloud integrates across the rest of your Salesforce platform, building an even richer, 360 degree view of each customer with incredible data accuracy and an unrivalled depth of data for each customer.

Every business is different and Salesforce Service Cloud was built with this in mind; your expert Ceterna Group consultant can guide you through the entire process – providing a blueprint for implementing Service Cloud within your organisation in a way that’s seamlessly integrated and truly tailored to the way you operate.

Service Cloud fits your needs now, grows with your customer and stays up to date so you can service customers in the most effective ways possible.
Rapid customer support with immediate, detailed information in front of every rep. Provide real-time service with live chat the minute a customer lands on your website and keep records of every interaction so you can pick up where you left off from your prior interaction.
With Knowledge Base, you can create an active, well-stocked and accessible information centre where your customers and your service team can increase knowledge management.

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Understand Your Customers, Make Meaningful Connections and Streamline Your Business

Salesforce has a range of products that focuses on different aspects of your business. Here are some of the more popular products:

Sales Cloud
Focus on your customer to close more deals, drive more leads, accelerate productivity and make more insightful decisions on a single platform.
Marketing Cloud

Contact your customers one-to-one, providing the right message over the right channel, at the right time with the most powerful digital marketing platform on the market.

Service Cloud

Boost customer satisfaction and loyalty by offering more responsive and personalised customer service.

Community Cloud

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A smart marketing automation platform offering email automation, targeted email campaigns and lead management for B2B sales and marketing organisations.


Increase productivity and generate error-free, professional quotes that adapt to the intricacies of your business.

Field Service Lightning

Exceed your customers’ expectations and build efficiency in the field by putting the right mobile employee in the right place, at the right time.

App Cloud

Quickly build and deploy trusted cloud applications that are solid, secure and scalable without worrying about hardware provisioning or application stacks.