Service Cloud Implementation & Support

Overview

Service Cloud is a digital tool that manages customer service by organising all interactions on a single platform. It automates case routing and uses AI chatbots and knowledge bases to handle routine issues so agents can focus on complex tasks. Service Cloud supports personalised support by giving agents access to customer preferences and past interactions

Key Features

Automated support platform

Consolidates customer history and uses AI to speed case resolution

Omnichannel routing & presence

Matches tasks to the right agent based on skills and availability

Analytics & dashboards

Real‑time dashboards help managers track performance and make improvements

Knowledge base & self‑service portal

Provides quick access to helpful articles and reduces support tickets

Einstein AI & automation

Uses bots and AI to route cases and suggest solutions.

Service level agreements (SLA)

Automates case assignments and follow‑ups to meet contract deadlines

Benefits

Unified view of customers – Agents see all customer interactions across channels.Improved productivity – AI automation reduces repetitive work, letting agents focus on high‑value tasks.Better customer experience – Omnichannel routing and self‑service options lead to faster resolution and higher satisfaction.

Our Services

Empowering your operations with smart, scalable and efficient services.

Cloud Configuration

Service Cloud setup with case management, knowledge base, and omnichannel routing.

Unified Communication

Integration with telephony, chat, social and email channels.

AI Automation

AI chatbot and automation design using Einstein Bots and Flow.

Change Enablement

Training and change management to ensure high adoption.