Service Cloud is Salesforce's dedicated support platform: case management, omni-channel routing across email, chat, and phone, a console built for agents, and a knowledge base for self-service. We connect Service Cloud to the systems that sit outside Salesforce, so a case arrives with the order, the invoice, and the account history already attached instead of three tabs an agent has to open themselves.
A case opens, and the agent still has to go find out what's happening across billing and inventory.
Got a Service Cloud problem? Let's solve it →Case enrichment from outside systems. The moment a case is created, pull in whatever an agent would otherwise go hunting for: order status from your OMS, payment and invoice standing from QuickBooks or NetSuite, shipping details from your fulfillment provider. The case record carries the context, not just the complaint.
Routing rules that use real account data. Omni-channel routing in Service Cloud is powerful on its own, but it only sees what's inside Salesforce. We feed it account tier, contract value, or open-order flags pulled from other systems, so a case from your biggest account lands with a senior agent automatically, not because someone happened to notice the account name.
Actions that sync back out, not just in. An agent issuing a credit, triggering a replacement shipment, or updating a delivery date shouldn't mean opening a second system to make it real. We wire case actions in Service Cloud to actually update QuickBooks, your warehouse system, or wherever that change needs to land.
Self-service that's actually current. A knowledge base or Experience Cloud portal built on stale, manually maintained articles doesn't hold up. We connect the content and the account data behind it to your live systems, so a customer checking their own order status sees the same thing an agent would.
Standard routing balances cases by queue and agent skill. We add the account-level signals Service Cloud doesn't have natively.
The Service Cloud console is built to hold everything an agent needs on one screen. We make sure that's actually true.
Case enrichment and routing are two patterns out of plenty. Tell us what your agents do by hand right now and where it actually lives, and we can map out what's already possible in Service Cloud versus what needs custom work.
Service Cloud routing cases by queue and skill.
The problemRouting balances workload but doesn't know which accounts are at risk, so a major customer's case can wait behind routine ones.
Account-level signals feed routing, so cases from key or at-risk accounts jump the queue. Escalations became rarer.
What we build on top of specific parts of Service Cloud.
Walk us through one case from open to close the way your agents actually handle it today, every system they touch, every lookup they do by hand. That's the map for what gets built. And if the manual grind is somewhere else in your business entirely, not Service Cloud, we take that too.
Let's talk →It's Salesforce's customer service product, separate from Sales Cloud. It handles case management, routes incoming email, chat, and phone contacts across your support team, and gives agents a console with the case history and tools they need to resolve it.
Sales Cloud is built around pipeline, opportunities, and reps closing deals. Service Cloud is built around cases, queues, and agents resolving issues after the sale. They share the same underlying Salesforce platform and the same customer records, and plenty of businesses run both side by side.
Pricing is per user per month and scales with the edition (the tiers add features like omni-channel routing, Einstein-powered tools, and more advanced automation at the higher end). We don't sell Salesforce licenses; check current pricing directly with Salesforce, since it changes.
Yes, and a lot of businesses do exactly that: one team working opportunities in Sales Cloud, another working cases in Service Cloud, both looking at the same account and contact records. The gap most of them hit isn't Salesforce itself, it's getting data from outside systems (accounting, shipping, inventory) into both sides consistently, which is what we build.
Case management, omni-channel routing, a shared knowledge base, the Service Cloud console for agents, and (depending on edition) tools like Service Cloud Voice for phone support and Einstein features for suggested replies and case classification. None of that reaches outside Salesforce on its own, which is the part we build.