Salesforce Service Cloud

By Satish Reddy Mali 4 min read

What is Service Cloud?

Service Cloud is built on the Salesforce Customer Success Platform, giving you a 360-degree view of your customers and enabling you to deliver smarter, faster, and more personalized service.

With Service Cloud, you can automate service processes, streamline workflows, and surface key articles, topics, and experts to transform the agent experience. Connecting one-to-one with every customer, across multiple channels and on any device, was never easier.


Deliver smarter, more personalized support anywhere across the platform with Service Cloud.

  • Take the fast track to smarter service and happier customers.

Transform customer relationships, and your business, using the latest in mobile and data technology to deliver the most personalized customer experience ever — every time, and anywhere.

  • Support customers over their favorite channel.

Deliver instantaneous and personalized support via phone, email, chat, and now, the SMS messaging app of their choice with Live Message.

  • See all the details of a case, at a glance.

Boost agent efficiency — and customer satisfaction — with a console that displays everything relevant to a case (even legacy system data), from any department, all in one dynamic, connected CRM solution.

  • Reduce case volume with a self-service portal.

Give customers the option to help themselves with a custom, branded community that connects them to shared knowledge, helpful peers, and subject-matter experts.

Salesforce Service Cloud


Service Cloud Features & Benefits:

See all of the features that make Service Cloud Lightning the most complete customer service platform, including Lightning Service Console, case management, omni-channel routing, macros, and a lot more.

  • Lightning Service Console

Increase agent productivity with the next-generation of agent experience. Put all the information agents need at their fingertips for a 360-degree view of customers.

  • Case Management

Resolve cases faster with easy visibility into the full context of all cases and a record of every customer interaction — all on a streamlined dashboard.

  • Workflow and Approvals

Customize and automate any customer service or approval process with drag-and-drop simplicity using Workflow.

  • Omni-channel Routing

Deliver smarter service by automatically matching cases to the agent with the best skill set to solve them.

  • Telephony Integration

Integrate with the most popular CTI systems. Log notes instantly when customers call. Plus, manage calls from within the console without touching the phone.

  • Social Customer Service

Monitor and respond faster to customer posts on social media channels like Twitter, Facebook, Instagram, and others.

  • Account and Contact Management

Be ready when customers reach out to your company by arming agents with critical data about past communications right at their fingertips.

  • Custom Reports and Dashboards

Make informed decisions with real-time reports. Track cases and customer information for a 360-degree view of the customer.

  • Asset and Order Management

Track customers’ assets, orders, support history, and more, in one place for a complete view of their activity.

Salesforce Service Cloud


Platform Advantages:

  • Deliver smarter service with a 360-degree view of every customer.

Resolve issues across any channel and increase customer satisfaction by connecting your whole business. Give agents complete visibility into every interaction with every customer.

  • Customize and extend your service capabilities with easy-to-use platform tools.

Easily tailor Service Cloud to work the way you work. Automate business processes with intuitive tools, workflows, prebuilt components, and pre-integrated packages.

  • Easily set up workflows using our guided experiences.

Make even the most complex, industry-specific business processes simple to set up with point-and-click interface.

  • Maximize productivity by customizing the agent console.

Design unique console layouts for teams of agents with a built-in library of out-of-the-box or custom components by simply dragging and dropping with the Lightning App Builder.

  • Innovate faster on the platform that scales as you grow.

Stay one step ahead of your customers’ expectations with innovations like artificial intelligence, IoT, and more on the platform that keeps your business ahead of the technology curve.

  • Increase agent productivity

The Salesforce Lightning Console was designed with agent productivity in mind. With features such as email to case, skills-based routing, macros, and milestone tracking, Service Cloud gives agents the tools to quickly and efficiently respond to customers on any channel. Agents enjoy a streamlined, intuitive experience that gives them a 360-degree view of your customers, a comprehensive knowledge base, and access to company experts. It’s not just about your agents; your entire organization can glean insights from a case history or help provide technical expertise that answers a common service question.

Explore Additional Resources

Learn how you can select the best Digital Services platform for your business.

Learn how our Salesforce Expertise will help our clients increase their customer and vendor engagement across their digital enterprise by implementing suitable ERP & CRM Systems.

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About TA Digital

TA Digital is the only global boutique agency that delivers the “best of both worlds” to clients seeking to achieve organizational success through digital transformation. Unlike smaller, regional agencies that lack the ability to scale or large organizations that succumb to a quantity-over-quality approach, we offer resource diversity while also providing meticulous attention to the details that enable strategic success.

Over the past 20 years, TA Digital has positioned clients to achieve digital maturity by focusing on data, customer-centricity and exponential return on investment; by melding exceptional user experience and data-driven methodologies with artificial intelligence and machine learning, we enable digital transformations that intelligently build upon the strategies we set into motion. We are known as a global leader that assists marketing and technology executives in understanding the digital ecosystem while identifying cultural and operational gaps within their business – ultimately ushering organizations toward a more mature model and profitable digital landscape.

Recognized in 2013, 2014, 2015, 2019, and 2020 Inc. 5000 list as one of the most successful technology companies in the United States, TA Digital is pleased also to share high-level strategic partnerships with world class digital experience platform companies like Adobe, SAP and Salesforce and possess global partnerships with industry leaders such as Sitecore, Episerver, Elastic Path, BigCommerce, AWS, Azure and Coveo.

Satish Reddy Mali

Written By

Satish Reddy Mali