Let customers solve it themselves, at 2 a.m.

SALESFORCE SELF-SERVICE, BUILT ON EXPERIENCE CLOUD, FORMERLY COMMUNITIES

Answers customers find, and an agent that finishes the job

Salesforce Self-Service gives customers faster resolutions with personalized support around the clock: a portal, your knowledge base and AI agents that can answer and act. Salesforce has rebuilt its customer service portal, the Agentforce Customer Service Portal, around a single conversation bar.

Self-service fails when the knowledge behind it is thin. FORWARD starts with your articles and your top case reasons, builds the portal on top of them, and routes the cases it cannot solve to your agents with the full conversation attached. It sits within Service Cloud.

Key benefits

Answers around the clock

Give customers personalized support at any hour, without queueing for an agent.

One conversation bar

Let customers ask in plain words and get answers, case status and next steps in one place.

Cases only when needed

Hand over to an agent with the conversation attached, so customers never repeat themselves.

Portal, knowledge and agent: the order that works

Start with knowledge, then the portal, then the agent. An AI agent on weak articles answers wrongly at scale. Once the knowledge holds, add the Agentforce Help Agent to the portal.

Have more questions? Here’s an FAQ

What is Salesforce Self-Service?

It is Salesforce’s way to let customers find answers and resolve issues themselves: a portal, knowledge articles and AI agents, with cases handed to your agents when needed.

Is Experience Cloud the same thing?

Experience Cloud, formerly Communities, is the technology many Salesforce portals run on. Self-Service is the service use case on top of it: knowledge search, case status and agent hand-over.

What is the Agentforce Customer Service Portal?

It is Salesforce’s reworked customer service portal, built around a single conversation bar, and a common place to deploy the Agentforce Help Agent.

How do we start?

Start with your five most common case reasons. We turn them into solid articles, build the portal around them, measure how many cases never reach an agent, and add AI after.