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Service Cloud

Omnichannel customer service: cases, knowledge and contact center in a single console — the customer recognized on every channel.

FOCUS · SERVICE THAT RECOGNIZESEmail, phone, chat and WhatsApp in one console: the right case to the right person
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01 · What it is

Service Cloud, made clear.

Service Cloud unifies support: every request — from email, phone, chat, WhatsApp, portal — becomes a case routed by competence, with the customer's history alongside and the knowledge base at hand. SLAs and milestones keep the times; Einstein suggests answers and classifies. The service stops being a shared email inbox.

Omnichannel
all channels in the same queue, with the same context
SLA
milestones and escalations: the promised times become measured
Knowledge
the answers codified: the best person's know-how, available to everyone
Service Cloud
OFFICIAL SALESFORCE BRANDING · SERVICE CLOUD
INTERFACCIA REALE · AGENTI AI NEL SERVICE · FONTE: SALESFORCE
REAL INTERFACE · AI AGENTS IN SERVICE · SOURCE: SALESFORCE
02 · How to use it well

The things that make the difference.

The case flow

The customer on any channelemail, voice, chat, social
Omnichannel routing
The agent console
Knowledge & AI
route · resolve · suggest
SLAs & escalationthe times under control
Customer history (Data Cloud)the context that changes the tone
Every request, a tracked answer

Channels with judgment

You start from your customer's real channels: WhatsApp included, if that's where they write.

Routing by competence

Skills, priority and load: the hard case to the senior, the simple one to the bot.

Self-service that deflects

Portal and public knowledge: 30% of cases resolved without an operator.

KPIs that improve

First response, resolution time, CSAT: the service managed with numbers.

03 · In depth

Omnichannel, entitlements and the well-routed case

Service Cloud routes every case with Omni-Channel (skills, capacity, presence) from mail, phone, chat, WhatsApp and portals; entitlements and milestones measure the contractual SLAs; the integrated knowledge suggests articles in the console; Einstein classifies cases and proposes answers; flows orchestrate escalations and approvals; the customer portal (Experience Cloud) deflects with self-service.

  • Omni-Channel — routing by skill and capacity: the right case to the right person
  • Entitlement — contractual SLAs measured per customer: deadlines you can see
  • Knowledge — articles suggested in the console: the consistent, fast answer
  • Einstein classification — category and priority proposed by the model: accelerated triage
  • Case swarming — experts on the case via Slack: level 2 without ping-pong
  • Self-service — a portal with knowledge and flows: the cases that never get born
04 · Numbers and lifecycle

The numbers that matter.

-27%
the cost per case reported by customers
100%
of the channels in a single console
SLA
measured per contract, not by gut feeling
24/7
the self-service that deflects
Service is designed on the flows: routing, SLAs and knowledge set up by us — the call center becomes a measurable service.
05 · Use cases

Where it really pays off.

B2B support

Contracts, SLAs and installed machines: industrial after-sales.

Contact center

The single console that replaces seven screens.

Internal support

HR and IT as a service: same tools, internal customers.

After-sales is where the renewal is lost (or won): we put it in a single console.