1.Case Management

Give your agents the most relevant data and the right tools to support customers on any channel. Automate the distribution of cases in your service organisation so every customer receives the fastest and most accurate resolution.

2.Field Service Management

Redefine efficiency with remote issue resolution. Say goodbye to unnecessary onsite visits by effectively troubleshooting problems from afar. Boost your first-time fix rates by equipping your mobile workforce with the connections and knowledge necessary to resolve issues swiftly, delivering exceptional service to your customers—wherever they are.

3.Omni-Channel Routing

Intelligently route work from any channel to the right agent for the most efficient resolution based on skill set, availability, and capacity. Automatically route work items to the most available and qualified queues, agents, or even Einstein Bots to assist customers more effectively and close cases faster.

4.Generative AI-Powered Service Replies

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

5.Knowledge Management

Help agents and customers quickly find the best answers to commonly asked questions and solve cases faster with knowledge articles. Easily surface relevant articles and resources in your Help Centre or in the agent console to reduce the cognitive load on your customer support team. Rather than connecting directly to an agent, customers can find the information and answers they need on their own time.

6.AI-Powered Article Recommendations

Improve agent productivity and customer satisfaction with relevant knowledge article recommendations that appear directly where your agents work. Help agents resolve customer cases efficiently by recommending articles that were attached to similar cases in the past. Agents 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.

7.Generative AI-Powered Search Answers

Help customers find answers fast by surfacing answers that are grounded in your Knowledge base directly into your Help Centre page or in a chat with an autonomous bot. Save agents time by auto-generating and sharing answers directly in their flow of work.

8.Incident Detection & Response

Stay one step ahead of major disruptions with incident management best practices 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.

9.Incident Resolution

Diagnose and resolve incidents faster with the right tools and proven workflows for your team. Streamline collaboration with experts across your organisation 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.

10.Asset Service Management

Shift from reactive to proactive service with real-time asset tracking. Monitor service outcomes and create preventive maintenance plans based on asset use, condition, and specific criteria. For example, you can schedule service if an asset's temperature exceeds a set threshold — ensuring smooth operations and preventing downtime.

11.Word Order Management

Simplify the entire work order management process to seamlessly create, assign, execute, and debrief work orders. Empower your team to stay agile, improve customer satisfaction, and drive growth by eliminating manual paperwork and digitising the entire work order lifecycle.