Service Cloud is a customer relationship management platform that was built on the Salesforce Customer Success Platform. This platform was designed to provide customers with service and support. The all-around view enables business owners to provide faster, smarter, and more personalized service. Service Cloud enables them to automate service processes, provide efficient workflows, and accumulate key answers, topics, and expert opinions to help customer service representatives do their job better. Salesforce Service Cloud makes it easy for businesses to connect with their customers across multiple channels on various devices. As an option, Service Cloud can be equipped with Salesforce Field Service, which enhances the productivity of companies’ field service operations.

Features and Benefits of Salesforce Service Cloud

   1. Case management
Service Cloud allows customer service agents to juggle cases simultaneously across multiple channels. In addition, agents can manage cases on both desktop and mobile applications.

   2. Knowledge management
This feature enables agents to create articles in the company's knowledge base.

   3. Omnichannel routing
The omnichannel routing feature directs leads and cases to employees based on relevance and accessibility.

   4. Automation with macros
Automation with macros helps automate repetitive customer service tasks.

How are Sales Cloud and Service Cloud different?

Service Cloud allows users to focus more on service and customer support cases. It helps companies that provide services and sell products, while Sales Cloud is focused on sales, opportunities, and leads.