Service Cloud

Delight Your Customers with Service Cloud

Differentiate your brand by developing lasting, profitable relationships with unified web, social, and contact center experiences

Connect Engagements

Be consistent as engagements move across channels

Understand Needs

Infuse actionable insight for greater customer value

Solve Problems

Deliver the right answers at the right time, everytime

Delight Customers

Provide reliable, adaptive experiences anywhere

Knowledge Management
Content Authoring

Rapidly deliver knowledge through complex workflow approvals

Semantic Search

Find relevant answers from any repository in any format, in native languages

Guided Knowledge

Create guided flows for navigating users to the right answers across multiple content sources

Knowledge Analytics

Gain deeper insight into customer interactions and knowledge gaps

Integrated Apps

Deliver knowledge at the point of need using Web Self Service and Contact Center Apps

Knowledge APIs

Leveraging customer context and data from external systems for step by step guidance


Cross-Channel Contact Center
Case Management

Manage timely resolution of incidents across all your channels

Guided Resolution

Dynamically capture critical information through guided dialogues

Customer Engagement

Personalize proactive communications with your customers from deep service profiles

Social Contact Center

Infuse social listening and engagement into the contact center

Agent Mobility

Enable agents to resolve issues even when away from their desk

Unified Agent Desktop

Integrate other systems into one unified experience for your agents


Web Customer Service
Web Self Service

Empower customers to easily self-solve their issues anywhere

Social Self Service

Enable collaboration for support issues on your website and Facebook

Email Support

Receive answers and manage responses through email, SMS and web

Live Chat

Chat with customers through assisted online service interactions

Virtual Assistant

Handhold customers across online points of contact to resolution

Smart Engagement

Intelligently engage with customers on every touch point


Policy Automation
Dynamic Interviews

Dynamic interviews deliver tailored advice for every customer

Compliance Management

Show adherence to regulations and policy in every customer engagement

Rule Modeling

Intuitive policy designer for modeling and testing against source material

Policy Lifecycle

Collaborate with stakeholders to update, test and deploy policy changes

Policy Analytics

Measure and compare the impact of current and changing policies

Determination Services

Share logic across any channels, processes and devices


Field Service Management
Dispatch and Manage

Monitor and manage your field operations to improve scheduling and predictability

Mobile Access

Enable your teams with mobile access to everything needed to succeed in the field

Team Collaboration

Connect field and back-office teams for instant communication, work independence, and knowledge sharing

Capacity Management

Leverage predictive planning to enable optimized and efficient use of all field resources

Workforce Routing

Get the right people to the right place at the right time using unique automation-optimization

Customer Connection

Proactively inform customers, teams, and co-workers with predictive status alerts across channels


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