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What Is Salesforce Service Cloud

When you sign up for Salesforce, you can choose between service cloud and sales cloud. If you’re primarily interested in selling products and/or services, service cloud is more suited to you. Sales cloud, on the other hand, is more suited for organizations focused on opportunities, leads, and sales. Yet, a significant overlap exists between the two salesforce modules.

In guide this, we’ll discuss service cloud and how it adds value to businesses.

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What is Service Cloud?

It does that by allowing you to streamline workflows, automate service processes, and discover key topics, articles, and experts to enhance the agent experience. The module makes it remarkably easy to connect one-on-one with each customer over multiple channels and various devices.

Service cloud integrates social customer service with Salesforce Customer Service Platform, enabling your team to obtain an in-depth view of the customer and deliver better responses. Let’s take a look at some key features of Service Cloud Platform:

Main Features of Service Cloud

Lightning Console

This is a service dashboard that provides a single-customer view to agents so they can track customer history and stay responsive to cases without switching between tabs or software. The most popular tool for agents in service cloud is Macros.

Macros reduce the number of steps by automating repetitive tasks within a case, bringing them down to one-click functions. This greatly improves the service delivery time.


This is a real-time chat functionality added to the platform that allows customers to connect with service agents through the website. This feature has the highest customer satisfaction among all Salesforce channels and is used very often. Apart from ensuring convenience to customers, the functionality allows service agents to simultaneously handle multiple customers.

Social Customer Service

Regardless of the industry you’re in, social customer service has become extremely important. Service cloud offers the tools service agents need to address customer queries through social media networks such as Facebook, Twitter, Instagram, etc. Hashtags and keywords are used to direct the work to the right agent.

Small Disadvantaged Business

Small Disadvantaged Business

Small Disadvantaged Business (SDB) provides access to specialized skills and capabilities contributing to improved competitiveness and efficiency.

Omni-Channel Routing

This functionality allows you to intelligently assign service work to the most appropriate service agents and balance workload among them. Amazingly, the feature does this across various service channels such as email, website, social media, and phone, maintaining consistency across all channels.

You’ll also find the workload management reports pretty impressive. As a service manager, you get a real-time view of everything that goes on among service teams.

Field Service Lightning

This feature offers incredible support to your field service team, providing them access to customer accounts right on their smartphones. This allows them to quickly create work orders, solve customer problems, and deliver faster and personalized service to customers through their mobile phones.

Besides, the functionality also enables service departments to intelligently schedule and assign work, conduct real-time monitoring of the field staff, and manage complex assets. The winter 2018 release also introduced multi-signature service reporting and advanced scheduling and optimization features for complex and multi-day field work.

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Final Thoughts on Service Cloud

By now, you should have developed a clear understanding about service cloud and its key functionalities. The features discussed above are only a few among the numerous functionalities offered by service cloud.

To sum it up, service cloud offers tools to your service agents to deliver an outstanding customer experience and at the same time creates a self-service community, empowering customers to tap into the latest information about your products, and easily connect with service agents.

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