Salesforce Service Cloud Software Features

Platform (6)

Mobile User Support: Allows software to be easily used on multiple mobile devices include phone and tablet devices.
Customization: Allows users to customize chat colors, text, logos, and branding.
User, Role, and Access Management: Grant access to select data, features, objects, etc. based on the users, user role, groups, etc.
Integration: Integrates with other customer service software to improve support and enhance functionality
Reporting: Provides analytics tools that reveal important business metrics and track progress
Dashboards: Displays important metrics relating to performance

Ticket and Case Management (8)

Ticket Creation User Experience: User Experience of creating and submitting a ticket
Ticket Response User Experience: User Experience of responding and receiving a response
Workflow: Route tickets based on values of fields, changes to ticket status and time based conditions
Automated Response: Respond to common requests with standard reply
SLA Management: Offers tools for managing and tracking service-level agreements (SLAs)
Attachments/Screencasts: Documents and files can be attached to the ticket to communicate with customer issues/resolutions
Ticket Collaboration: Share and collaborate on tickets with multiple customer service representatives
Customer/Contact Database: Central repository for account and contact information

Communication Channels (5)

Customer Portal: Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents
Email to Case: Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket
Live Chat Support: Ability for customer service agents to communicate with customers via live chat to solve problems live
Social Media Integration: Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks
Voice: Make and receive calls directly in the application. Track and record calls for analysis.

Survey Management (4)

Brand Design Consistency: Creates feedback forms that are consistent with the design of the site.
Survey Deployment: Supports the creation and deployment of different survey types on different channels or devices.
Feedback Collection: Solicits, captures, and centralizes feedback from both structured and unstructured sources.
Device Responsiveness: Allows designs to adapt automatically to the device that users access the survey or software.

Process Management (4)

Feedback Aggregation: Aggregates feedback and transforms feedback into actionable insights.
Trigger Alerts: Triggers creation of a new case after customer leaves feedback.
Real-Time Analysis: Analyze collected feedback near or in real-time.
Real-Time Action: Trigger strategic workflows to quickly resolve issues and increase customer satisfaction.

System Management (2)

Self-Service Experience (5)

Knowledge Base: Provides a repository of information that can be used by those seeking support.
Searchable Articles: Makes articles in the knowledge base searchable on the web.
Community Forums: Enables users to engage with other users to solve common issues.
Mobile Optimization: Optimizes the customer self-service experience on mobile devices
Personalization: Gives the user targeted, personalized results based on their activity or preferences

Self-Service Platform (4)

Branding: Allows users to add custom branding (logos, brand colors, etc.) to self-service portals, chatbots, etc.
Automation: Automates some or all operation related tasks
Artificial Intelligence: Utilizes artificial intelligence to improve workflows or customer experiences
Integrations: Allows easy integrations with applications, such as messenger applications, APIs, and customer support tools

Communication (5)

Pop-up Chat: Enables a popup chat window on company websites to encourage interaction between website visitors and designated company representatives.
Notifications: Delivers notifications to both sides of the conversation.
Targeted Emails: Sends automated emails to further engage clients and potential clients.
In-App Messaging: Allows for live chat to be enabled within the app for customer help.
Co-Browsing: Allows agents to join a customer's browser session and navigate through the website with them.

Internal Use (6)

Customization: Allows users to customize chat colors, text, logos, and branding.
Conversation Archiving: Archives conversations in a separate location for later reference.
Lead Development: Enables employees to denote potential customers.
Knowledge Base: Establishes a knowledge base for employee reference during conversations.
Team Inbox: Provides a central location for help requests, helping employees respond sooner.
Customer Profiles: Allows for the creation of profiles for contacts and customers.

Process (3)

Mentions: Scours various channels for brand mentions to proactively seek reparative communications.
Tickets: Creates and assigns support tickets, scheduling them in a timely manner.
Macros: Allows administrators to create templated responses to frequently asked questions.

Channels (13)

Email: Ability to connect agents with customers through Live Chat.
Social: Connects employees with customers through a social media solution.
Live Chat: Ability to connect agents with customers through email.
Phone: Connects employees with customers through a calling solution.
Text: Ability to connect agents with customers through text message solution.
Multi-Channel Coverage: Software incorporates multiple digital communications channels.
Open Listening: Allows incorporation of inbound contacts from non-marketing channels.
Physical Media: Includes physical media (mail, flyers, billboards, etc.) in the channels mix.
Voice: Provides voice call functionality.
Social: Provides an interface for one or more social media channels.
Web Chat: Includes or integrates with live chat initiaited from the company's web site.
Mobile SMS: Accepts contacts initiated through SMS or other mobile text functions.
Email: Allows CSRs to receive and answer customer emails.

Insight (4)

Surveys: Provides opportunity for customers to give feedback through a survey.
Reporting: Enables administrators to create customized reports reflecting customer satisfaction.
Visitor Activity: Allows administrators to track visitor activity to understand the research that was done before turning to customer service.
Help Desk: Provides a knowledge base or other support channel for disparate team members to work together and provide cohesive solutions.

Administration (11)

Database Management: Administrators can access and organize data related to incidents, requests, and changes to produce reports or make data more navigable.
Data Workflows: Operationalizes data delivery workflows to easily scale repeatable preparation needs
Issue Management: Provide workflows to create and escalate issues related to risks and requests
Integrations: Integrates with live chat, chatbots, help desk, or other customer service software
User, Role, and Access Management: Grant access to select data, features, objects, etc. based on the users, user role, groups, etc.
Performance and Reliability: Software is consistently available (uptime) and allows users to complete tasks quickly because they are not waiting for the software to respond to an action they took
Automation: Automates some or all operation related tasks
Performance Analysis: Monitors call volume and quality to evaluate agent performance.
Dashboards: Has a centralized dashboard for users to interact with.
Forecasting: Forecasts scheduling needs based on historical data.
Intraday Management: Tracks agent workloads throughout the day and helps supervisors allocate resources as needed.

Compliance (4)

Policies and Controls: Ability to control file/folder access by user or group, external sharing permissions, editing policies, device location restrictions, sharing by device, etc.
Data Governance: Ensures user access management, data lineage, and data encryption
Compliance: Deliver standard reports for compliance standards and frameworks such as ISO, SOX, PCI, and HIPAA.
Auditing: Perform ad-hoc or ongoing IT audits at different levels of the company.

Data Security (4)

Risk Data Attributes: Identify risk data attributes such as description, category, owner, or hierarchy.
Data Transport: Protects data with some form of encryption as it leaves your secure or local network.
Access Management: Allows administrators to set user access privileges to permit approved parties to access sensitive data.
Multi-Factor Authentication: Requires a second level of authentication, such as sms messaging or customized tokens, to access data.

Design (5)

Communications Strategy Development: Allows planning and deployment of an overall communications strategy.
Create Content: Includes or integrates with content creation apps.
Personalization: Outbound communications are segmented and personalized.
Inbound Identification: Inbound contacts are identified and handled based on history.
Regulatory Compliance: Software verifies compliance with GDPR, CAN-SPAM, and other legal requirements.

Usability (3)

All-Employee Access: Permits use by job roles outside of service department
Supporting Documents: Allows linking of useful information such as screen shots
Two-Way Communication: Provides direct contact between CSRs and customers outside of milestones

Reporting (3)

Priority Case Alerts: Informs stakeholders of activity on escalated or high-value cases
Trend Analysis: Evaluates frequency of types of complaints
Performance Monitoring: Includes a dashboard or other means of performance monitoring

Quality Assurance (3)

Evaluation: Provides tools for evaluating customer interactions
Calibration: Offers features for maintaining fair and consistent scoring
Reports: Generates quality and performance reports

Engagement (3)

Feedback: Tools for providing personalized feedback and coaching sessions
Dashboards: Provides a centralized dashboard for agents to view their scores and feedback
Training: Tools for educating and training agents

Performance (2)

Functions (8)

Session Routing: Route calls to the most appropriate agent according to a series of factors, including the time of day, customer priority, IVR outcomes, and skill-based routing (SBR). Voicemails can be routed to agents during quiet call periods.
Session Queuing: Callers can be routed to a queue or placed on hold until an agent becomes available.
Concurrent Calling: Place a large or unlimited volume of calls simultaneously without diminishing the call quality.
Speech Analytics: Provides some level of analytics based on keywords and vocal tones.
Auto Dialer: Has auto dialing or predictive dialing functions for outbound use.
IVR: Includes an interactive phone menu.
Inbound Screen Pop: Populates CSR's screen with available customer data.
Persistent Data: Maintains and shares information across channels and agents as the case progresses.

Administrative (5)

Session Summary Notes: Provide agents with notes or context information about a call. These notes can include information such as caller disposition or contact history.
Administrator Access: Manage call records and agent tasks through administrative features. Provide agents with guidance during live calls, and interrupt calls with call barging to ensure customer satisfaction, if necessary.
Reporting & Dashboards: Report on historical or real-time call center performance metrics, and access data through highly visual dashboards.
Session Recording: Keeps records of agent-customer sessions for purposes of coaching, quality assurance, or regulatory purposes.
Agent Scheduling and Assignment: Provides workforce management functions such as scheduling and vacations, team assignments, and areas of expertise.

Knowledge Management (3)

Knowledge Base: Enables the creation of an internal repository of knowledge articles
Publishing Workflows: Provides workflows for writing, editing, approving, and publishing knowledge article content
Analytics: Helps users understand which knowledge articles are working and identifies areas of improvement

Customer Support (6)

Intelligent Search: Offers a search function that auto-suggests the knowledge articles that best fit the agent’s query
Suggestions: Analyzes customer support tickets or conversations to suggest relevant knowledge articles
Decision Trees: Allows for the creation of flowcharts or decision trees that guide agents step-by-step through resolving customer issues
Text: Is able to process inquiries submitted by text data from live chat, email, or SMS
Speech: Comprehends human speech and can transcribe it to text for processing
Knowledge Base: The AI is able to access the company's internal knowledge to inform and guide responses to customer inquiries

Workforce Management (5)

Agent Availability: Offers complete visibility into agent availability to efficiently create and manage schedules.
Skills Management: Organize, sort, and view employees based on skills and qualifications in order to make smarter workforce decisions.
Shift Scheduling: Plan employee work shifts according to availability and provide notifications to employees when they are scheduled.
Agent Self-Service: Allows agents to set their own preferences, request time off, and trade shifts.
Mobile Access: Allows users to access the software using mobile devices.

Conversational Platform (4)

Personalization: Identifies the customer and personalizes interaction at every touchpoint.
Omnichannel: Allows multiple related channels to interact at once to reduce transfers.
Contextual Engagement: Prompts agents to engage customers based on contextual data, such as product usage or conversation history.
Proactive Engagement: Provides features for sending outbound messages to engage customers through proactive support.

Support Automation (4)

Intelligent Routing: Can route contacts to agents the customer has worked with before.
Seamless Escalation: Provides features for escalating conversations to the appropriate agent.
Transcripts: Maintains a transcript of conversations from all channels.
Self-Serve Support: Enables customers to resolve queries or issues without the assistance of an agent.

Automation (3)

Ticket Resolution: The platform is able to automatically determine how to resolve help tickets without assistance by human agents
Customization: The platform's responses to customers can be customized to improve comprehension, relatability, and emotional intelligence
Intelligent Routing: When the AI is unable to process a particular type of customer request, it is able to determine which is the best agent to refer the ticket to

Artificial Intelligence (3)

Learning: The AI platform is able to learn over time on how to interpret each type of customer inquiry and improve the quality of their responses
Language: Multilingual capabilities allow the AI to process inquiries from many languages
Conversational AI: The AI's responses to customer inquiries provide human-like organic conversations. The platform is able to understand a question no matter how it's worded and provide comprehensive answers

Generative AI (20)

AI Text Generation: Allows users to generate text based on a text prompt.
AI Text Summarization: Condenses long documents or text into a brief summary.
AI Text Generation: Allows users to generate text based on a text prompt.
AI Text Summarization: Condenses long documents or text into a brief summary.
AI Text-to-Speech: Simulates human-like speech from text inputs.
AI Text Summarization: Condenses long documents or text into a brief summary.
AI Text Generation: Allows users to generate text based on a text prompt.
AI Text Summarization: Condenses long documents or text into a brief summary.
AI Text-to-Speech: Simulates human-like speech from text inputs.
AI Text Summarization: Condenses long documents or text into a brief summary.
AI Text Generation: Allows users to generate text based on a text prompt.
AI Text Summarization: Condenses long documents or text into a brief summary.
AI Text Generation: Allows users to generate text based on a text prompt.
AI Text Summarization: Condenses long documents or text into a brief summary.
AI Text Generation: Allows users to generate text based on a text prompt.
AI Text Summarization: Condenses long documents or text into a brief summary.
AI Text Generation: Allows users to generate text based on a text prompt.
AI Text Summarization: Condenses long documents or text into a brief summary.
AI Text Generation: Allows users to generate text based on a text prompt.
AI Text Summarization: Condenses long documents or text into a brief summary.

Agentic AI - Customer Self-Service (7)

Autonomous Task Execution: Capability to perform complex tasks without constant human input
Multi-step Planning: Ability to break down and plan multi-step processes
Cross-system Integration: Works across multiple software systems or databases
Adaptive Learning: Improves performance based on feedback and experience
Natural Language Interaction: Engages in human-like conversation for task delegation
Proactive Assistance: Anticipates needs and offers suggestions without prompting
Decision Making: Makes informed choices based on available data and objectives

Agentic AI - Contact Center (4)

Agentic AI - Help Desk (3)

Autonomous Task Execution: Capability to perform complex tasks without constant human input
Natural Language Interaction: Engages in human-like conversation for task delegation
Proactive Assistance: Anticipates needs and offers suggestions without prompting

4.4 out of 5 stars

Agentforce Service (formerly Salesforce Service Cloud) Features

Platform (6)

Ticket and Case Management (8)

Communication Channels (5)

Survey Management (4)

Process Management (4)

System Management (2)

Self-Service Experience (5)

Self-Service Platform (4)

Communication (5)

Internal Use (6)

Process (3)

Channels (13)

Insight (4)

Administration (11)

Compliance (4)

Data Security (4)

Design (5)

Usability (3)

Reporting (3)

Quality Assurance (3)

Engagement (3)

Performance (2)

Functions (8)

Administrative (5)

Knowledge Management (3)

Customer Support (6)

Workforce Management (5)

Conversational Platform (4)

Support Automation (4)

Automation (3)

Artificial Intelligence (3)

Generative AI (20)

Agentic AI - Customer Self-Service (7)

Agentic AI - Contact Center (4)

Agentic AI - Help Desk (3)

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