Salesforce Service Cloud

Resolve cases fast with improved communication from anywhere at anytime, keeping your customers happy and putting customer service at the heart of what you do

Top Uses

  • Creating service cases
  • Automating case delegations
  • Omnichannel communications
  • Track case management progress

What is Salesforce Service Cloud?

Improving Customer Service
  • Our consultants are experts at taking your business needs and developing a system that can help you improve your customer service. We work closely with your team to ensure the platform can offer the personalised customer experience your clients are looking for.
  • We can show you how to automate your current manual processes, such as creating tasks to follow up with customers, to ensure you can respond faster and more efficiently.
  • Our implementation and consultancy services mean we will work with you all the way from the initial idea, to the implementation stages, through to ongoing support.
 
Smarter Communication
  • Form personalised one-to-one relationships with your customers by responding on their chosen channel, be it email, web chat, text message and more. Allowing customers the fast responses they deserve and agents the ability to track their interactions.
  • Our team of experts can show you how to improve your customer service with Salesforce through automation. Respond to customers faster by automatically allocating jobs to the right team members when they arise.
  • We can configure LiveAgent Chat to enhance your customer experience by chatting live with your customers on your website instantly.
 
Salesforce Service Cloud Features
  • Our experts guide you through perfecting your case management processes, by utilising the system to track and store all relevant information. Record current and historical data on a case to allow for detailed personalised responses.
  • Learn how omnichannel capabilities allow for faster and more informed customer responses, regardless of where the query was submitted.
  • We can configure your org to ensure data and metrics are instantly visible in reports and dashboards. Helping identify gaps in progression or knowledge, and improve response times across each customer service interaction.
 
Personalise Salesforce Service Cloud
  • Using our expert knowledge, our team customises the base platform to perfectly fit your business needs and help you achieve your response targets.
  • We offer advanced training to ensure you and your team are able to use the platform to the best of its capabilities, to achieve maximum ROI and customer satisfaction.
  • Our expert developers use their years of experience to build custom code to enhance Salesforce Service Cloud to fit your needs. Our specialists team optimises the system with your branding to ensure the platform feels familiar and comfortable from the first interactions.
Salesforce Service Cloud Dashboards
Service Cloud integrations

Salesforce customers

Successful Projects

Salesforce Certifications

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Customer satisfaction

Service Cloud Questions

Find out the answers to questions we’re asked every day below, or submit your own by getting in touch with us. We’re happy to answer any queries you may have.  
Is Salesforce Service Cloud secure?
Security comes as standard with Salesforce Service Cloud, trusted by over 150,000 businesses globally. Salesforce has integrated many security tools into each product, as well as effective procedures in place to ensure the safety and security of its users. Two-factor authentication and identity verification ensure only those supposed to have access, do. Once in the system user roles and permissions can be given to different members of staff to ensure users are not seeing anything they shouldn’t be. The Cloud itself provides the security of avoiding disasters from break-ins and malfunctions that can happen when data is stored on location. Data and access is often closely monitored by high level security to prevent unauthorised parties from viewing or copying any data held there. Salesforce allows users view real time updates on data security and performance on the Salesforce Trust Community. Users can see details of each Salesforce product and the corresponding security status for peace of mind and complete transparency.
Does Salesforce Service Cloud integrate with other products?
We have integrated many different products with Salesforce Service Cloud to help our clients gain the best system to meet all their needs. All Salesforce products such as Pardot or Salesforce CPQ seamlessly integrate with one another to enhance your capabilities and extend functionality.  There are also many third parties we can help you to utilities, which integrate well with Service Cloud, such as Gmail integrations, for tracking email communications and New Voice Media for ingoing and outgoing telephony needs. Integration into other third party systems, such as any bespoke platforms that you already own is achievable via API integration. If you would like to enhance your working further, there are a whole range of apps created for different needs, available on the AppExchange and many often free.
Does Service Cloud work on mobile?
The Salesforce Service Cloud mobile app is available for both iOS and Android and provides all the features you know and love on the move. Create and update cases from wherever you are allowing for faster responses and accurate recollections of interactions away from your desk as they happen. View and edit contacts and accounts on the move or receive alerts for changes made in the office, to ensure data is up to date and effective. The app allows users to easily draft emails and communications fast, without the need to be tied to a desk or any one location.

Speak to our specialist team

Get a free consultation to discuss the challenges you face and find out how we can help you

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Salesforce Experts For Your Industry

We have experience in Salesforce Consultation & Implementation across a range of industries. These include:

Professional Services

Helping businesses retain complete project visibility.

Manufacturing

Streamlining processes and providing a full 360º customer view

Financial Services

Assisting business growth with advanced consulting.

Nonprofits

Grow your nonprofit organisation with the world’s leading CRM system.

Giving You The Advantage

Industry Focus

Our experts are dedicated to understand the nuances of your industry. Find out more about the different industries we work with daily.

Salesforce Success Stories

Our team has a huge amount of experience working for some of the top brands in London and the UK. View some of our biggest Salesforce success stories.

Salesforce Services

Our experts work with you from the beginning of your journey, through implementation, to ongoing support. Get started on your journey from concept to cloud today.

Salesforce Insights

Knowledge is power! Read our insightful articles on the newest Salesforce innovations and how to best use your system.

"Flexible and diligent"

I’ve been extremely satisfied with the service and support TRL has received. I have no hesitation in recommending Silver Softworks to prospective clients.

Mark Stead

Director of Sales and International Development, TRL

"Very successful Salesforce implementation"

We’ve worked with three other Salesforce consultancies in the past, and can confidently say that Silver Softworks offer a superior service to them all, delivering on time and on budget, every time.

Marcus Ereira

Director, Tavistock Tutors

"Highly successful project"

Silver Softworks offer an efficient, first class service, contributing with insights and expertise to ensure I received the best ROI for my investment.

Matthew Guy

Sales Operations Manager, Corporate Travel Management

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