Service Cloud

Connect Engagements

Be consistent as engagements move across channels
Understand Needs
Infuse actionable insight for greater customer value
Solve Problems
Deliver the right answers at the right time, every time
Delight Customers
Provide reliable, adaptive experiences anywhere

Cross Channel Contact Center

Case Management
Manage the timely resolution of customer inquiries across email, phone, live-chat, and social channels on a single platform
Guided Resolution
Effectively guide agents to resolution through knowledge, scripts, and workflows to ensure productivity and consistency
Contextual Agent Experience
Declutter the agent desktop to provide agents with relevant context of the customer, previous interactions, and helpful data
Unified Agent Desktop
Easily integrate systems into one unified desktop for agents
Customer Engagement
Personalize proactive communications with valuable customer data from deep service profiles
Highly Configurable
Configure and manage service operations with agility, low TCO, and low dependency on technical resources

Field Service Management

Capacity Management
Leverage planning tools to enable optimized and efficient use of all resources, and transform your business model from capacity-driven to demand-responsive
Routing and Scheduling
Get the right mobile employee with the right skills and equipment to every job on time with predictive engine
Manage, Dispatch, and Locate
Monitor and manage the mobile workforce to improve efficiency while tracking and validating location in real time from the office or in the field—visualize and locate assets even if they are located underground
Mobility
Empower mobile employees with critical job information and tools on any mobile device, with full offline capabilities
Team Collaboration
Use context-aware, peer-to-peer collaboration for instant communication, more work independence, and knowledge sharing, instantly broadcasting important information to the entire field
Customer Communication
Proactively alert customers and teams about appointment status via their preferred communication channels

Learn more
Learn more