Service Cloud

1. What is Salesforce Service Cloud?

Salesforce offers Service Cloud as Software as a Service. Service Cloud is built on the Salesforce Customer Success Platform, giving you a 360-degree view of your customers and enabling you to deliver smarter, faster and more personalized service.

With Salesforce Service Cloud, you can create a connected knowledge base, enable live agent chat, manage case interactions –  all at one platform. You can have personalized customer interactions or even up-sell your products/ services based on his/her past activity data.

Services offered by Service Cloud:

2. What is Case?

Cases are the foundation of the Service Cloud and are used to track customer issues and inquiries.  Cases are used to track support issues. If a customer purchases a product or service and calls in for support, this would get tracked using a case record. A case can be a customer’s question or feedback. An open case is unresolved while a closed case is resolved.