Salesforce Service Cloud Overview
Salesforce Service Cloud Overview NOTE: Generally Service agents works on Service Console. Service Cloud focuses on customer support and case management. Salesforce Service Cloud is a customer service and support platform built on the Salesforce Customer Success Platform. Service Cloud enables service teams to manage cases, knowledge, and incidents collaboratively from a single AI-powered workspace. It supports omnichannel customer interactions across email, phone, chat, social media, and self-service portals. Key features include case management, knowledge management, service process automation, omnichannel routing, telephony integration, AI-powered recommendations, and service analytics. Objects used in Service Cloud Case: The key object for managing customer support issues or requests. It stores information about customer inquiries, complaints, or incidents. Account: Represents companies or organizations that customers belong to. Acts as a parent record for Contacts an...