Back Up Your Customer Service With AI-powered Customer Service Engine

Transform your customer service with streamlined processes and faster response times. Boost efficiency and customer satisfaction now.

Create a Smooth Omnichannel Journey That Engages Customers On Their Preferred Platforms

Deliver an intuitive, unified experience across multiple platforms, meeting and exceeding customer expectations in their preferred channels.

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Faster case resolution
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Increase in agent productivity

Enhance every service process with automation

Boost team productivity by automating processes, enabling them to accomplish more with less.

Tailor each interaction with AI for exceptional customer service

Consolidate your data to humanize intelligent interactions and cultivate loyalty. Deliver a personalized experience to customers with Einstein. Instantly provide relevant content to customers by tailoring it based on their profiles, interests, and activities.

Unify real-time service across channels with Data Cloud

Simplify your customers’ lives by offering connected experiences, from digital to on-site services.

Construct a streamlined self-service experience integrated with the Salesforce platform

Extend Salesforce into your portal for direct integration with your business operations, facilitating customer access to necessary services. Be it checking an account, paying a bill, or scheduling an appointment - everything is accomplished swiftly. Furthermore, any process initiated in the portal can be seamlessly transferred to an agent, eliminating the need for customers to repeat themselves.

Incorporate service directly into your portal

Through Service Cloud integration, customers can communicate with an agent via chat, submit a case online, or be guided through common customer service procedures step by step. Meanwhile, agents obtain a 360-degree view of the customer’s portal activities, enabling more efficient work and promoting customer satisfaction.


Salesforce Service Cloud Frequently Asked Questions

A Salesforce Consulting Partner understands the details of implementation and can provide the help you need. Here are some questions you may be considering:

Salesforce Service Cloud is a customer service and support platform provided by Salesforce. It enables organizations to deliver personalized and efficient customer service across various channels.

Some key features of Salesforce Service Cloud include case management, knowledge base, omni-channel routing, live chat, customer self-service portals, social media integration, and analytics and reporting.

Service Cloud provides a centralized system for managing customer cases. It allows service agents to track, prioritize, and resolve customer issues efficiently. It also enables automated case routing, escalation rules, and service level agreements (SLAs).

Yes, Service Cloud can integrate with other systems, such as CRM, ERP, telephony systems, and third-party applications. This integration allows for data synchronization and a unified view of customer information across the organization.

Yes, Service Cloud provides self-service portals where customers can access knowledge articles, submit cases, track their requests, and find answers to common questions. It empowers customers to find solutions on their own, reducing the need for agent intervention.

Omni-channel routing in Service Cloud ensures that customer inquiries are routed to the most appropriate service agent, based on predefined rules and agent availability. It helps deliver a seamless customer experience across channels such as phone, email, chat, social media, and more.

Yes, Service Cloud is designed to scale for businesses of all sizes. It caters to the needs of small organizations with a few agents as well as large enterprises with extensive customer service operations.

Yes, Service Cloud is highly customizable. It provides a range of configuration options, including custom fields, workflows, and automation rules, allowing organizations to tailor the system to their unique business processes and requirements.


End-to-end solutions for your business

Salesforce CDP

Experience the power of personalized customer engagement with Salesforce CDP. Consolidate customer data and deliver insights that enhance Loyalty Cloud’s effectiveness.

Sales Cloud

Enhance your customer support and after-sales service experience with Service Cloud. Deliver exceptional service, resolve issues efficiently, and build lasting loyalty.

Loyalty Cloud

Explore how the Marketing Cloud can boost your customer loyalty strategy. Optimize campaigns and enhance engagement and loyalty.

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The team at Ceterna never failed to understand our needs. They provided good consultancy advice which streamlined and improved our business process.