Platform
Salesforce Service Cloud
Service Cloud gives support and customer success teams one place to track every request. We set up cases, routing, service levels, and knowledge around how your team works, then add portals and AI agents that take on routine requests.
What we do with Service Cloud
Case management
Case types, statuses, and automation for email-to-case and web-to-case, so every request is tracked from first contact to close.
Routing and queues
Queues and omni-channel routing that send each case to the right person based on skill, product, or customer tier.
Entitlements and SLAs
Service contracts, milestones, and escalation rules so response times are measured and met.
Knowledge
A knowledge base your agents, customers, and AI agents all answer from.
Customer portals
Experience Cloud portals where customers open cases, check status, and find answers themselves.
AI for support
Agentforce service agents and Claude for case summaries, reply drafts, and tier-one requests, with clear handoff to a person.
Questions we hear
Should support use Service Cloud or a separate help desk?
If your sales and account data already lives in Salesforce, Service Cloud keeps support on the same customer record, which makes renewals and escalations easier. A separate help desk can make sense for very high-volume consumer support. We help you weigh it.
Can AI agents handle our support cases?
They can handle well-defined, repetitive requests like order status, password resets, or appointment changes. We start there, test against real cases, and keep people on anything that needs judgment.
Tell us what's stuck
A 30-minute call is usually enough to tell whether the fix is process, data, configuration, or AI.