One workspace. Every case. Every channel.

SALESFORCE CUSTOMER SERVICE, THE CORE OF SERVICE CLOUD

Cases, knowledge and assets, managed in one place

Salesforce Customer Service, also called Customer Service Manager, centrally manages interactions, cases, incidents, knowledge and assets, so agents answer from one workspace with the full customer history in view. It is the heart of Service Cloud.

FORWARD builds the case console, the channels and the routing around how your agents work, and sets up the knowledge that makes answers consistent. We start with the work your agents do all day, not with the tool.

Customer service software or a help desk?

A help desk tracks tickets. Customer service software is the whole toolbox: cases, channels, knowledge, automation and AI on one customer record. Add an AI agent on top with the Agentforce Help Agent once your knowledge is ready

Have more questions? Here’s an FAQ

What is Salesforce Customer Service, and is it Service Cloud?

Customer Service is the core of Service Cloud: case management, knowledge, incidents and assets in one agent workspace. Service Cloud is the wider product, with contact center, field service and employee service around it.

Service Cloud or a help desk?

A help desk tracks and resolves tickets. Service Cloud adds digital channels, knowledge, automation and AI on the same customer record as your sales and marketing teams use.

What do we need to get started?

A mapped agent workflow, your channels, and knowledge in decent shape. Our Service Cloud accelerator sets up the console, email, web forms, voice and case routing from a proven starting point.

What does it cost?

Salesforce publishes Service Cloud pricing on its pricing page, by edition and number of agents. Implementation comes on top, and we scope it after a first workshop.