Service Cloud is the backbone of a modern customer-service operation. Email, phone, live chat, WhatsApp, social media — all unite on a single platform.
01. Case Management
Every customer request is a Case. Priority, SLA, assignment rules and escalation are managed automatically.
02. Omnichannel Routing
Incoming requests are routed to the right agent: by expertise, language, workload and current status. Manual distribution ends.
03. Knowledge Base
A corporate knowledge base. Suggested articles are shown automatically while agents search for an answer. Also used for customer self-service.
04. Einstein AI
AI-supported reply suggestions, category prediction, sentiment analysis. Agent speed and quality increase measurably.
05. Chatbot and WhatsApp
24/7 self-service with live-chat and WhatsApp integration. It hands off to an agent when a human is needed.