Definition: Service Cloud

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Salesforce Service Cloud 
is a customer relationship management (CRM) platform for customer service and support, based on the company's CRM software for sales professionals.

 Service Cloud allows users to automate service processes, streamline workflows and find key articles, topics and experts to support the agent. 
The purpose is to foster one-to-one marketing relationships with every customer, across multiple channels and on any device.

 Service for Apps makes it possible to embed customer support software into applications. In-app mobile support can include live agent video chat, screen sharing and on-screen guided assistance. The software is also integrated with Salesforce's Community Cloud, which provides more communication channels for agents and customers.

Key Features

  • Goals, coaching, and rewards for teams
  • Dynamic Knowledge-base
  • Live Agent Web Chat
  • Contract & Entitlement Management
  • Workflow & Approval Automation
  • Agent & Team Collaboration
  • Social Integration
  • Web & Email Case Capture
  • APIs
  • Case Management (Auto-assignment, rules & queues)
  • CTI Integration
  • Asset Management & Product Tracking
  • Role Permissions
  • Customizable Reporting & Analytics
  • Multi-Lingual
  • Customizable Agent Console
  • Mobile
  • Self-Service Community
  • Benefits
Location: Jaipur, Rajasthan, India

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