Salesforce Service Cloud

Salesforce Service Cloud is the customer service product of Salesforce. Requests arriving by phone, email, chat, messaging and social media become cases that are routed to the right agent and handled from a single console, with the customer's full history from the CRM beside them. It includes a knowledge base, self-service portals, workflow automation, service-level tracking, and reporting on volumes and resolution times. Additional modules cover field service and contact center telephony, and AI features suggest replies or answer simple questions. It is used by support and customer service teams, mostly in mid-size and large companies that already run Salesforce for sales.