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Service Cloud: AI-powered Customer Service Agent Console | Salesforce
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Service Console showing a support conversation powered by Agentforce. [Service Console showing a support conversation powered by Agentforce.]
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Agentforce Service (formerly Service Cloud)

Turn every interaction into an agentic service experience.

Make customers happier and service costs lower with Agentforce. Backed by the our trusted, unified platform, bring humans and AI agents together across every touchpoint from the contact center to the field. Become an Agentic Enterprise with Service Cloud, and infuse conversational, agentic service into every business function.

Watch demo Try for free
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Leading service teams grow with Salesforce.

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Elevate customer experiences with Service Cloud service that never sleeps.

Service Cloud connects every customer touchpoint on a trusted, unified platform. AI agents provide reps with real-time insights and smart suggestions to deliver fast, consistent, standout service. They help your reps drive loyalty, slash costs, and personalize every experience.

Agentforce delivering personalized service to a customer. [Agentforce delivering personalized service to a customer.]

Deliver personalized, proactive support at scale.

Harness AI-powered agents to provide fast, tailored service across every channelturning routine interactions into memorable customer experiences.

AI delivering next best action on a service case. [AI delivering next best action on a service case.]

Supercharge service rep productivity.

Give service reps a unified workspace with real-time insights and AI-driven recommendations that speed resolutions and reduce burnout.

Screen showing annualized service cost savings. [Screen showing annualized service cost savings.]

Cut costs without cutting corners.

Automate smarter, optimize resources, and deliver exceptional service that boosts efficiency and lowers operational costs.

Take a Guided Tour

Manage every interaction from one AI-powered workspace.

Case Management

Service Rep Assistant

Streamline customer support, boost agent productivity, accelerate agent onboarding, and ensure company policy compliance with Service Rep Assistant, powered by Agentforce. Create dynamic, step-by-step action plans based on incoming case data, customer engagement history, and Knowledge. When you integrate intelligent automation with detailed service plans, you'll meet higher service standards, optimize resource allocation, and improve overall customer satisfaction.

Service Rep Assistant using generative AI to provide a step-by-step plan in the Service Console. [ Service Rep Assistant using generative AI to provide a step-by-step plan in the Service Console.]

Service Console

Boost productivity by giving your reps everything they need to manage customer interactions on an easy-to-use workspace. Leverage AI and automation to help reps solve cases faster with intelligent recommendations, automated case wrap-up, and insights to optimize service operations.

Service Console showing details on a customer. [Service Console showing details on a customer. ]

Command Center for Service

Help service leaders manage AI agents and human reps in real time, with full visibility into active conversations across every channel. Leaders can track AI performance, step in when human support is needed, and seamlessly transfer cases ensuring consistent service quality, faster resolutions, and proactive issue management.

Service Command Center helping supervisors and managers track key metrics. [Service Command Center helping supervisors and managers track key metrics.]

AI-Powered Service Replies

Increase customer satisfaction and reduce rep handle time with AI-generated replies on SMS, Whatsapp, and more. Use Agentforce Service Replies on any channel to analyze content from customer conversations in real time and generate replies based on the conversation or data from your company's trusted knowledge base. Service Reps can share these replies with customers with a single click, or edit them before sending.

AI-generated service replies being used in a customer conversation. [AI-generated service replies being used in a customer conversation.]
Service Rep Assistant using generative AI to provide a step-by-step plan in the Service Console. [ Service Rep Assistant using generative AI to provide a step-by-step plan in the Service Console.]
Service Console showing details on a customer. [Service Console showing details on a customer. ]
Service Command Center helping supervisors and managers track key metrics. [Service Command Center helping supervisors and managers track key metrics.]
AI-generated service replies being used in a customer conversation. [AI-generated service replies being used in a customer conversation.]

Empower reps and customers to quickly find the answers they need.

Knowledge Management

Enterprise Knowledge

Knowledge is the foundation for generating trusted Agentforce responses to customers and service reps. Seamlessly connect third-party knowledge resources into Salesforce with Enterprise Knowledge powered by Data 360. Ground AI-generated responses that help customers find answers faster so reps can focus on critical cases.

Connected knowledge sources across the organization to help customers find answers faster. [Connected knowledge sources across the organization to help customers find answers faster.]

AI-Powered Article Recommendations

Improve reps productivity and customer satisfaction with relevant knowledge article recommendations that appear directly where your reps work. Help reps resolve customer cases efficiently by recommending articles that were attached to similar cases in the past. Reps can quickly select the most relevant article and attach it to the case or send directly to the customer saving time by avoiding searching or scrolling through long lists of articles.

Einstein provides recommendations for a customer support chat. [Einstein provides recommendations for a customer support chat.]

AI-Powered Search Answers

Help customers find answers fast by surfacing answers that are grounded in your Knowledge base directly into your Self-Service portal or in a chat with an autonomous AI agent. Save reps time by auto-generating and sharing answers directly in their flow of work.

A Help Center page which generates answers with the help of Agentforce. [A Help Center page which generates answers with the help of Agentforce.]

Self-Learning Knowledge

Help customers find answers fast by surfacing answers that are grounded in your Knowledge base directly into your Self-Service portal or in a chat with an autonomous AI agent. Save reps time by auto-generating and sharing answers directly in their flow of work.

Answers from knowledge base being shown in chat. [Answers from knowledge base being shown in chat.]
Connected knowledge sources across the organization to help customers find answers faster. [Connected knowledge sources across the organization to help customers find answers faster.]
Einstein provides recommendations for a customer support chat. [Einstein provides recommendations for a customer support chat.]
A Help Center page which generates answers with the help of Agentforce. [A Help Center page which generates answers with the help of Agentforce.]
Answers from knowledge base being shown in chat. [Answers from knowledge base being shown in chat.]

Resolve disruptions faster to decrease costs and maximize ROI.

Customer Service Incident Management

Watch demo Learn more

Incident Detection & Response

Stay one step ahead of major disruptions with incident management tools built directly into Service Cloud. Monitor systems with out-of-the-box integrations to detect potential problems, and take action before widespread impact. Empower your service and operations teams to work in harmony with all case, incident, and customer data in one unified workspace.

Incident Resolution

Diagnose and resolve incidents faster with the right tools and proven workflows for your team. Streamline collaboration with experts across your organization with swarming built into the Service Cloud for Slack app. Quickly identify impacted assets, uncover the root cause, and find a solution. Use a work plan to capture the necessary steps to deploy a fix and ensure the incident does not reoccur.

Slack windows depicting communications for servicing a customer and the service journey [Slack windows depicting communications for servicing a customer and the service journey]

Broadcast Communications

Build customer confidence and streamline internal communications with centrally managed real-time status updates. Reduce incoming cases by proactively notifying customers of an active incident before they reach out, and providing updates across digital channels. Keep service reps and internal stakeholders informed on the latest incident status and empower them to address customer inquiries with broadcast alerts in the Service Console or via Slack.

Broadcast emails, a broadcast site banner, broadcast slack messages, and broadcast alerts displayed on PCs and a phone. [Broadcast emails, a broadcast site banner, broadcast slack messages, and broadcast alerts displayed on PCs and a phone.]
Slack windows depicting communications for servicing a customer and the service journey [Slack windows depicting communications for servicing a customer and the service journey]
Broadcast emails, a broadcast site banner, broadcast slack messages, and broadcast alerts displayed on PCs and a phone. [Broadcast emails, a broadcast site banner, broadcast slack messages, and broadcast alerts displayed on PCs and a phone.]

Improve productivity with collaborative service.

Slack for Service Cloud

Swarming with Slack

Instantly collaborate to solve cases and address incidents faster by using Slack to swarm directly from the Service Console. Quickly bring together the right experts with Expert Finder and kick-off a swarm channel directly from a case or incident in just a few clicks. Our native integration means your reps can participate in a Slack swarm without ever leaving the console. Swarm members have access to critical CRM data and records from the Service Cloud for Slack app. Plus, swarming data is automatically sent back to Salesforce to ensure all context is captured in one place.

Workflows for Slack

Transform your swarming processes with automated workflows. Save time by quickly capturing swarm learnings into knowledge articles directly in Slack, which can then be edited and published in Salesforce. Use Workflow Builder to eliminate manual tasks such as routing work to other departments, or accelerate processes like onboarding and budget approvals freeing up service reps so they can focus on helping customers.

Slack windows depicting communications for servicing a customer and the service journey [Slack windows depicting communications for servicing a customer and the service journey]

Swarming Reports and Dashboards

Get a complete view of your swarming metrics with out-of-the-box reports and dashboards. Monitor swarm participation to understand your top contributors and identify areas for improvement. Analyze swarming trends, review productivity, and get insight into the impact of swarming on key service metrics such as time to resolution.

A swarm dashboard showing the analytics of a company's Slack Swarms [A swarm dashboard showing the analytics of a company's Slack Swarms]
Slack windows depicting communications for servicing a customer and the service journey [Slack windows depicting communications for servicing a customer and the service journey]
A swarm dashboard showing the analytics of a company's Slack Swarms [A swarm dashboard showing the analytics of a company's Slack Swarms]
Service Cloud guided tour showing agent console [Service Cloud guided tour showing agent console]
Take a tour of the #1 AI CRM for service.

Find out how Service Cloud helps you deflect 30% of cases and deliver value across your customer journey with CRM + AI + Data + Trust.

Take the tour

Unlock the full potential of Humans + AI Agents for Service.

Elevate customer service across every channel from contact center to field. Explore solutions built to expand your Service Cloud capabilities.

Self-Service

Deflect cases, cut costs, and boost efficiency by empowering your customers to find answers first.

Learn more

Agentforce HR Service

Scale employee support and deliver easy-to-use experiences that employees love.

Learn more

Agentforce Contact Center

Drive efficiencies and case resolutions faster with AI, automation, and Omni-Channel support.

Learn more

Field Service

Streamline operations, boost profits, and increase happiness for your field team and customers.

Learn more

Customer Service AI

Increase customer satisfaction and boost service team productivity with trusted conversational, predictive, and generative AI solutions built into the flow of work.

Learn more
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Service Cloud Pricing

Find the right Service Cloud edition for your business needs.

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Starter Suite

The smart CRM suite with sales, service, marketing plus commerce and built-in AI.
$ 25
USD/User/Month
(Starting price. Transaction fees apply. Billed monthly or annually.)
  • Lead, Account, Contact, and Opportunity Management
  • Dynamic Email Marketing and Analytics
  • Built-in Sales Flows and Lead Routing
  • Connected Slack Conversations
Try for free

Pro Suite

The flexible CRM suite with even more marketing, sales, service, and commerce tools.
$ 100
USD/User/Month
(Starting price. Transaction fees apply. Billed annually. Contract required.)
  • Everything in Starter plus Enhanced, Real-Time Chat
  • Greater Customization and Automation
  • Sales Quoting and Forecasting
  • Access to AgentExchange
Try for free

Enterprise

The CRM for service with built-in AI.
$ 175
USD/User/Month
(Billed annually)
  • AI for Customer Service
  • Self-Service Help Center
  • Workflow Automation
Try for free

Unlimited

The CRM for service with chat and 24/7 support.
$ 350
USD/User/Month
(Billed annually)
  • Everything in Enterprise plus Chat & Bots
  • Salesforce Knowledge
  • Premier Success Plan and Full Sandbox
Try for free

Agentforce 1 Service

The complete Service CRM with built-in AI and unified data. One platform that does it all.
$ 550
USD/User/Month
(Billed annually)
  • Everything in Unlimited, plus our full suite of AI
  • Unmetered Agentforce usage for employees
  • Tableau Next: Real-time customer sentiment at your fingertips
  • 2.5M Flex Credits per org per year
Contact us

This page is provided for information purposes only and subject to change. Contact a sales representative for detailed pricing information.

View detailed pricing
Beau McDonald, Member Services Agent, GoHenry [Beau McDonald, Member Services Agent, GoHenry]

Every customer is unique. Service Cloud definitely enables us to build a positive rapport with our customers, because we have everything in a single platform.

Beau McDonald
Member Services Agent, GoHenry

Get the most out of your agent console with thousands of partner apps and experts.

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Maximize ROI with the #1 success ecosystem.

From support, expert guidance, and resources to our partners on AgentExchange, the success ecosystem is here to help you unlock the full power of your investment.

Learn more

Join the Serviceblazer Community.

Learn, connect, and grow with fellow service and field service professionals. Network and get answers in real time.

Join on Slack

Learn new skills with free, guided learning on Trailhead.

Hit the ground running with Service tips, tricks, and best practices.

State of Service: AI Agents Edition [State of Service: AI Agents Edition]
Report

The State of Service: AI Agents Edition

Download the report
What is Customer Service? [What is Customer Service?]
Blog

What is Customer Service?

Read the blog
The State of Service Report [The State of Service Report]
Report

The State of Service Report

Get the report
How to Get Started with Voice AI [How to Get Started with Voice AI]
Guide

How to get Started with Voice AI

Get the guide
See all resources

Ready to take the next step with the service solution built on the worlds #1 CRM?

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Service Cloud FAQ

What is Service Cloud?

Service Cloud is a customer service platform that helps businesses manage and resolve customer inquiries and issues. It provides tools for case management, knowledge base, omni-channel support, automation, and analytics, enabling companies to deliver exceptional customer service experiences.

What are the benefits of Service Cloud?

Service Cloud is the most complete and connected platform. Service Cloud drives agent productivity and increases customer satisfaction by connecting support tools into one easy-to-use platform, that is integrated into the Salesforce platform, which results in a unified and effective customer experience.

What is the difference between Service Cloud and Sales Cloud?

Service Cloud is focused on customer service and support, enabling businesses to manage and resolve customer inquiries. Sales Cloud, on the other hand, is designed for sales teams to manage leads, opportunities, and customer relationships throughout the sales process.

Who uses Service Cloud?

Service Cloud is used by businesses of all sizes, across industries, around the world, that require customer service and support capabilities and are looking to streamline and enhance their customer service operations.

What is an agent console & how can it help my business?

An agent console is a user interface within a customer service platform, like Service Cloud, that provides customer service agents with a centralized view of customer information, easy-to-use connected tools, and productivity workflows. It helps businesses by enabling agents to efficiently handle customer inquiries, access relevant data, and deliver personalized and efficient support.

What is knowledge management?

Knowledge management means capturing, organizing, and distributing information that is critical to providing customer support in a centralized digital library that agents, field service technicians, and customers can access from anywhere for fast, quality service.

How does Service Cloud help with collaboration?

Service Cloud centralizes every customer inquiry into a single, unified thread, eliminating the chaos of fragmented data and lost information from email chains and private messages. By providing service reps with instant access to the full case history, the solution allows for seamless internal collaboration directly within the record. This ensures customers receive faster, more personalized resolutions without ever having to repeat their story, significantly boosting overall satisfaction.

How does Service Cloud use reports and dashboards?

Service Cloud uses reports and dashboards as a live scoreboard for your service team's performance. They are provided at-a-glance charts showing exactly how the team is tracking against key goals, like first-contact resolution and customer satisfaction score. This allows managers to celebrate wins, address challenges proactively, and make data-driven decisions to better forecast future staffing needs.

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