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Salesforce Service Cloud: All You Need to Know

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Monica Barthalomeo,

December 31, 2021

Salesforce Service Cloud: All You Need to Know

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What We Cover in This Blog

  • What Is Salesforce Service Cloud?
  • Why Salesforce Service Cloud?
  • Salesforce Service Cloud Features for Your Business
  • Integrations Available for Salesforce Service Cloud
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What is Salesforce Service Cloud?

Built on the Salesforce Customer Success Platform, Service Cloud gives you a 360-degree view of all your customers. While the number of customers using each of your product lines is an important metric, it is also important to measure the number of customers you’re retaining and the total customer lifetime value that you’re deriving.

Salesforce Service Cloud helps you recognize your customer’s needs and deliver highly personalized customer service. Also, you can create a robust knowledge base for your customers, manage various case interactions and enable live chat agents from a single platform.

Why Your Business Needs Salesforce Service Cloud?

Why Salesforce Service Cloud?

Relevant customer data empowers businesses and connects them to their customers on a whole new level. Whether you’re a B2B or a B2C organization, you will experience customers raising trouble tickets and queries now and then, which are taken care of by your customer service agents.

Salesforce Service Cloud helps you transform your customer service value chain by allowing you to track and resolve these issues on the fly. We will now delve deeper to understand how exactly Salesforce Service Cloud can help you achieve your customer experience goals.

  • Maximize Agent Productivity

With Salesforce Service Cloud, your service agents can work from any part of the world and resolve customer issues without any hurdles. Also, you can maximize the productivity of every agent with the tool by creating a robust knowledge base.

  • Ensure Excellent Security to Customer Data

As Salesforce Service Cloud uses a multilayered approach to protect your business data, you can be rest assured that all your information is sealed from any potential threats and completely secure.

  • Leverage Social Media Platforms to Engage Customers Effectively

Salesforce Service Cloud expands your reach on digital platforms, opening up opportunities to connect to your customers on Twitter and Facebook in real time. (We will learn more about this in the next section of this post.)

  • Track Cases Very Effectively

From helping you resolve issues faster and managing your agents’ activities better to reducing manual errors, Service Cloud allows you to track every single case that comes to your business with ease and high efficacy.

Salesforce Service Cloud thus helps businesses improve their customer support operations and provide an enhanced customer service experience.

Salesforce Service Cloud Offerings for Businesses

Let’s look at some of the features of Service Cloud.

Seamless Case Management

Queries and issues raised by any customer are automatically captured, tracked and classified into any one of the categories viz. Email-to-Case, Web-to-Case, and Escalation and Auto-Response Cases.


Countless queries come to businesses every day. You need not be overwhelmed by them. With the Solutions feature, you can categorize all your queries that help your agents find quicker solutions and close each case faster.


Salesforce Knowledge is a knowledge database wherein users can read, edit, and share relevant information. These information documents educate your customers about your products, and your customers can easily find and search for solutions themselves. However, you need to remember that you need a license to purchase Salesforce Knowledge.


An interesting feature from Salesforce is Communities. It lets you stay connected to your resellers, distributors, business partners, suppliers and customers. In other words, Communities lets you stay connected with key stakeholders that influence your business but are not a part of your Salesforce environment. Also, it gives them access to certain data that is required for your business to function efficiently.


The Console feature from Salesforce helps your agents work even better and enhance their productivity. This feature displays all the information that an agent requires at a single place. It thus provides a single data view to your agents.

Social Media

With Service Cloud, you’re no longer restricted to connecting with customers only on your website and emails.. The Salesforce Social Studio lets you escalate customer queries and concerns to your social media teams who can directly address customer issues on social platforms. For instance, you can now take your customer service to the next level by engaging with your customers on Facebook or Twitter and resolving their issues in real time.

Integrations Available for Salesforce Service Cloud

One of the advantages of working with Salesforce Service Cloud is it can be integrated with any business system and application. You can connect the product to SightCall, Fathom Voice, SumTotal Maestro, FinancialForce HCM, Five9, Radian6, Freshdesk, InGenius, Intuit QuickBase, FinancialForce Accounting, and SmarterU LMS and many more. In other words, it means that you will have almost all the tools integrated into a single platform without having to open multiple applications.

As you can see, Salesforce Service Cloud can help you deliver excellent customer service , and thereby, empower you to meet your revenue goals faster. By partnering with Solunus, you can leverage the expertise of our specialists who have unparalleled experience in developing solutions for diverse industries. We can provide the optimal business solution to help you serve your customers better and achieve rapid growth.

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About Solunus

Solunus is a dedicated Salesforce partner organization, headquartered in Dallas, Texas. Our unrelenting focus on comprehending the unique needs of our clients coupled with our unrivaled expertise of the Salesforce platform enables us to deliver the perfect solutions that create the best value for IT and business analytics firms.