Salesforce Sales Cloud is one of the services that enhances the efficiency of an organisation’s sales department, thereby increasing sales. It is a cloud-based CRM tool that keeps sales, leadership, and customer data in one place.

Salesforce Sales Cloud lets you collect both customer account information and data from social media platforms about the product and the customer. Thus, it provides an accurate assessment of prospects and facilitates a quicker close for businesses.

Now that we have shed light on the Salesforce sales cloud, it’s time to educate you on the Salesforce service cloud. This is because when you sign up for Salesforce, you are given the option to choose a sales cloud or service cloud according to your business requirements.

Salesforce Service Cloud

Salesforce Service Cloud allows you to connect one-to-one with each customer in any channel, from any device, quickly and easily. With a service cloud, an organisation is able to take advantage of self-help capabilities and streamline all customer service interactions, boosting the efficiency of the organisation and increasing customer satisfaction.

Salesforce is a CRM that connects data and people. Throughout this blog, we will discuss one of Salesforce’s core offerings, Salesforce Service Cloud, which has been revolutionising customer service interaction between businesses and their customers.

There is also a public knowledge base, call centre, web-to-case, and self-service online portal, as well as automated customer service (such as escalation rules and assignment rules). The system facilitates past, future, and current clients’ queries related to a service, product, billing, etc.

How can businesses benefit from the Salesforce Service Cloud?

Salesforce Service Cloud is a CRM platform that offers support and customer service. Service Cloud is based on Salesforce’s Sales Cloud, which is popular among sales professionals.

App developers can integrate customer service software into their applications with Services for Customers. You can get live video chat help with mobile apps, share your screen, or get on-screen instructions. Salesforce Community Cloud is also integrated with the software, providing agents and customers with more channels for communication. Its service cloud platform is the most popular one in the world, according to Salesforce.

With my help, you will learn how the Salesforce Service Cloud benefits your business. The purpose of Salesforce Service Cloud will be explained, along with all of the services it can provide. By using the service cloud, the following business goals can be achieved: −

  1. Personalised Service: Focus on providing personalised service to each customer based on the problems they are facing and their history of purchases and complaints.
  2. 24/7 Access: Provide 24/7 access to the service.
  3. Customer support via multiple channels: Offer support via the channel the customer prefers, such as mobile phones, chat, etc.
  4. Service delivery is faster. Managing various support services through one console simplifies the support process.

Explore all the features

  • Get your company to work together.
  • Give every agent a productivity tool.
  • Improve customer service through digital engagement.
  • enabling customers to self-serve
  • while transforming field service operations.
  • Get real-time data about your business.
  • Make cross-selling and upselling easier.
  • Integrate Service Info with any app.
  • Make processes more efficient and automated.

Benefits and features of the Salesforce Sales Cloud

Following are some of the service cloud features:

  1. Workspace for agents: Various productivity tools, analytics, and customer views are offered within this comprehensive and customizable user interface (UI).
  2. Case management: Agents can manage multiple cases simultaneously on multiple channels using the Service Console. Both desktop and mobile apps are available for case management.
  3. Knowledge management: Agents have access to and the ability to create resources in the organisation’s knowledge database.
  4. Automated service processes: Artificial intelligence can facilitate the automation of routine tasks.
  5. Omnichannel routing: The use of skills and availability can be used to automatically direct cases and leads to specific employees. Supervising agents can view agent activity and routing details.
  6. Service analytics: Reports and key CRM data can be easily accessed through dashboards, such as backlog analysis, bot performance, agent productivity, and case history.
  7. CompuTel Integration (CTI): Customer information can be readily accessed when making and responding to service calls.
  8. Macro automation: Customers’ repetitive requests can be processed automatically.
  9. Management of assets and orders: Assets, orders, and customer support history are tracked.
  10. Service Console: The platform allows an agent to prioritise the tasks in front of him or her by managing all the cases assigned to them. Customers can also benefit from a personalised experience on the platform.
  11. The knowledge base: Knowledge bases contain records of customer interactions and resolutions. As a result, issues can be resolved more quickly.
  12. Service to social media users: Customers are increasingly connecting with organisations on social media, making this feature an essential part of delivering customer service on the platform itself. Without having to visit different websites to interact with customers, this feature connects the organisation with its customers on the platform itself.
  13. Live Agent: With this feature, you can receive online help in real-time.
  14. A platform for mobile devices: Customer service can be managed from any device, anywhere, with the Salesforce1 mobile platform.
  15. Community Cloud Services: Customers can help each other by helping themselves. Customers can use self-service to solve various problems.

Service Cloud also offers the following features

  • Personalised reporting;
  • multilingualism;
  • platform integration, including Facebook Messenger and SMS;
  • available via mobile application;
  • legacy system integration;
  • web chat with live agents;
  • permission-based access;
  • collaborative teamwork;
  • integration with Community Cloud;
  • time-based service levels (SLAs); and
  • a service entitlement.


What is the Salesforce service cloud?

In, the “service” module is called Service Cloud. Under this module, you can access Cases, Accounts, Solutions, and Contacts, in addition to features including Web-to-Case, Public Knowledge Base, Call Centre, and a Self-Service Portal, along with customer service tools such as assignment rules and escalation rules.

Service Cloud is intended to accommodate your clients’ past, current, and future product and service support needs. Your brand’s likability and retention will improve with Service Cloud.

It is a CRM platform that focuses on customer service and support. It lets its users automate workflows, streamline processes, and find experts, articles, and support topics for customer service.

What is the difference between Salesforce Sales Cloud and Service Cloud?

The Salesforce Sales Cloud and Service Cloud modules are available to customers when they enrol in Salesforce products. Those two modules have a lot in common. Businesses that are focused on generating leads, opportunities, and sales use Sales Cloud to generate leads, opportunities, and sales.

Service Cloud, however, includes all the features found in Sales Cloud, along with additional features for companies that require higher levels of support.

What are the features of the Salesforce Service Cloud?

Here are some of the key features of the Salesforce Service Cloud:

1. Service Console

The Salesforce service console allows its customers to give agents 360-degree views of customers through the lightning service console.

2. Case Management

Obtain visibility into every aspect of each case and keep track of all customer interactions, all within a single dashboard.

3. Automate workflow and approval processes.

Workflow provides easy drag-and-drop customization and automated approval processes for customer service.

4. Multi-channel routing

Make customer service smarter by matching customers with an agent who has expertise in solving their problems.

5. Customer service via social media

Watch and respond quickly to customer comments on social media sites such as Facebook, Twitter, and Instagram.

6. Automate by using macros.

Improve customer service by resolving issues more quickly and repetitively and automating common, multi-step tasks.

7. Manage accounts and contacts effectively.

Your agents will have access to critical information from previous communications if they know where to look.

8. Custom reports, analytics, and dashboards

provide real-time insight into your business. Get a 360° view of your customers by tracking cases and customer information.

What are the benefits of the Salesforce service cloud?

Major benefits of the Salesforce Service Cloud include:

Enhanced customer satisfaction: A survey of 7,000 randomly chosen Salesforce customers found that Salesforce Service Cloud had increased customer satisfaction by 32%.

  1. World-Class Service: The Service Cloud enables businesses to manage their processes more efficiently, resolve issues faster, and improve customer service—just some of the reasons why it is considered “world-class”.
  2. Integrated customer data storage: Getting customer information organised no longer requires multiple notebooks, sticky notes, notepads, and binders. A Salesforce Service Cloud account allows you to do this more easily and effectively.
  3. One Console Application: The Service Cloud combines Live Agent, Email-to-Case, and Live Messaging in a single console, creating a seamless experience for everyone.
  4. Customer-Preferred Support Channels: It is possible to communicate with customers through LiveMessaging, through which you can communicate with customers however they prefer, either by SMS or by Facebook Messenger.
  5. Reputation Management and Sales Opportunity Boosting: Organisations can take advantage of the Service Cloud to establish a more credible online presence, resulting in more sales opportunities.

Final thoughts

Salesforce Service Cloud adds to the efficiency of your operations and improves the customer experience. The use of Salesforce Service Cloud has amazingly increased performance metrics, according to a study of companies using the platform. By improving employee productivity, you automatically reduce costs, allowing you to spend more time and resources acquiring new clients instead of retaining existing ones.