Agentforce Service (formerly Salesforce Service Cloud)
Overview
Agentforce Service (formerly Salesforce Service Cloud) is positioned as the leading AI-powered Customer Relationship Management (CRM) platform for service teams, combining human agents with AI agents to drive customer success. It facilitates seamless collaboration between AI and human agents across every service type, channel, and industry, delivering effortless experiences from initial contact through resolution.
Autonomous agents handle low-touch, high-volume interactions independently, escalating to human agents only for complex, high-touch cases. Embedded AI streamlines workflows, boosting service team productivity while improving customer satisfaction and driving growth.
Built on the Salesforce Platform with Agentforce and Data Cloud, Agentforce Service enables organizations to:
- Deliver proactive support using data from products, assets, and services
- Provide 24/7 cross-channel service with fast AI-driven issue resolution
- Increase productivity and accelerate growth through one integrated platform
Benefits
- Faster Case Resolution: AI routing and Einstein Bots handle simple issues, while intelligent routing directs complex cases to the right agent, cutting down resolution times.
- Unified Customer View: Agents access complete customer history (interactions, purchases, value) in one console, enabling personalized and informed service.
- Increased Agent Productivity: Tools like macros, Einstein replies (suggested drafts), and Next Best Action recommendations boost efficiency.
- Omnichannel Support: Deliver consistent service across phone, email, chat, social media, and messaging apps from a single platform.
- Proactive & Self-Service: Einstein AI predicts issues, and self-service portals empower customers to find answers instantly, reducing support load.
- Scalability & Integration: Easily scales for growth and integrates with other Salesforce clouds (Sales, Marketing) and external systems, breaking down data silos.
- Reduced Costs: Automation and improved efficiency lower operational expenses and staffing needs.
- Better Insights: Advanced analytics and reporting provide deep insights into service performance and customer behavior.
Key Features
- ✓ Asset Management
- ✓ Ticket and Case Management
- ✓ CTI Integration
- ✓ Einstein Bot
- ✓ Email To CaseEmail To Case
Details
Best For
Deployment
Platforms
Industries
Support & Training
Support Options
Training Resources
Global Headquarters
Name
Salesforce Inc
Address
415 Mission Street, 3rd Floor, San Francisco, CA 94105
Country
United States
Media
Alternatives
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