Salesforce Service Cloud
Every customer question in one place, answered by the right person or the right agent.
Our Salesforce Service Cloud implementation pulls email, phone, chat and web forms into one console, routes each case to the agent with the right skills, and gives your team a knowledge base they actually use. Then we add AI agents to handle the repeat questions, so your people deal with the ones that need a human.
Good service is also lead generation: happy customers buy again and refer.
Billing question, priority customer
- Channel
- Web chat
- Customer
- Gold tier, renewal in 30 days
- AI agent
- Answered invoice question
- Handed to
- Maria (billing skill)
- Upsell flag
- Asked about adding 5 users
Example of a lead your agent hands over
What we set up
Service Cloud, configured around your support team
Omni-channel routing
Email, web forms, chat, messaging and phone become cases in one queue, routed by skill, language, priority and agent capacity.
Knowledge base
Articles your agents can find in seconds and customers can read in your help center. Also the source AI agents answer from.
Phone and voice
Calls connected to the case, with caller ID lookup, call notes and recordings. We set up Service Cloud Voice or connect your existing phone system.
SLAs and escalations
Entitlements and milestones so urgent cases don't wait, and managers see breaches before customers complain.
AI on top
An AI agent takes the first reply, then hands over cleanly
Using Agentforce or a custom agent, the routine questions get answered straight away from your knowledge base and the customer's records.
When it needs a person, the case arrives with the conversation, the customer's details and what's been tried, so nobody asks the customer to repeat themselves.
Service drives revenue
Support conversations are full of sales leads
Customers mention new locations, more users, or a problem another product would solve. In most support teams that information gets lost in a closed case.
We set up Service Cloud so those signals are captured and turned into leads or opportunities for your sales team, with the context attached.
How a project runs
From shared inbox to service console
Review your support flow
Channels, volumes, case types, SLAs and the questions that come up most.
Build the console
Routing, queues, knowledge, macros, phone and chat, plus integrations with billing or order systems.
Add AI and tune
AI agents on the most common case types, measured against real resolution rates before we widen them.
FAQ
Service Cloud implementation: FAQ
Is Service Cloud worth it for a small support team?
If you're past a shared inbox, with several channels, SLAs or a growing team, it usually is. If you already use Sales Cloud, having service in the same system gives sales full customer context.
Can Service Cloud work with our current phone system?
Often, yes. We can set up Service Cloud Voice or connect phone systems that have Salesforce integrations so calls, notes and recordings attach to cases.
Can AI agents answer customers in Service Cloud?
Yes. Agentforce service agents, or a custom agent, can answer from your knowledge base and customer records and hand over to a person when needed.
Can you move us from Zendesk or Freshdesk?
Yes. We migrate tickets, contacts and knowledge articles, rebuild your routing and macros, and plan a cut-over that doesn't drop open cases.
Talk to us
Give your support team one place to work.
Send a few details and we'll come back with a plain-English plan: which agent fits, what it connects to, and what it costs. Or grab a time on the calendar.
Book a 30-minute callPrefer email? info@torgit.com