See also: What is Salesforce — all products →
Customer service with 360-degree visibility
Agentforce Service (formerly Service Cloud) is Salesforce’s customer service solution. It brings together support requests from all channels, customer history, and knowledge bases so that service agents see everything they need at a glance, and customers don’t have to explain the issue again. At the same time, for example, sales has full visibility into what’s happening with the customer.
Customer service often faces similar challenges:
- The same customer calls three times, and each time they have to explain the issue from scratch because information isn’t transferred.
- Tickets come in via email, phone, and chat, but handling is chaotic and no one knows what’s been resolved.
- SLA times are exceeded because prioritization happens manually.
- Knowledge bases are outdated or scattered in different places, so service agents spend time searching for answers.
When customer service operates in Salesforce, every contact is linked to the customer’s history and solutions are found faster.
What can you do with it in practice?
🎧
Service Agent
All channels in one view. Customer history, previous tickets, and knowledge base open on the same page. AI suggests answers.
👤
Customer Service Manager
Real-time view of queue status, SLA times, and team performance. Bottlenecks are visible before they become critical.
🤖
Automation and AI
AI agents answer repetitive questions independently, speed up documentation, and escalate complex cases to humans.
Key features
- Ticket system: support requests from all channels in one place
- Omnichannel routing: automatic prioritization and assignment to the right person or team
- Knowledge Base: articles and instructions for service agents and customers as self-service
- SLA management: automatic reminders and escalations as deadlines approach
- Chat and self-service portal: customer finds the answer themselves before needing to call
- Agentforce AI: handles customer service independently, documents summaries, suggests solutions
- Integrations: integrates CRM customer data, order history, and other systems
How implementation works with Loikka
1
Ticket process mapping
We review which channels support requests come from, how they’re handled now, and what the biggest pain points are.
2
Implementation and training
We build the ticket system, routing, and SLA rules. We train service agents and managers.
3
Knowledge base and automation
We create a knowledge base for common questions, deploy a chatbot, and build automations for routine tasks.
Frequently asked questions
Does Agentforce Service also suit smaller companies?
Yes. For smaller companies, the Pro Suite package can be a good option. It includes customer service features without the full Service Cloud license. Loikka assesses which solution works best for you.
Can it be integrated with a phone system?
Yes. Salesforce supports CTI integrations (Computer Telephony Integration) with most phone solutions. The call is automatically linked to the customer’s details and ticket.
How does the customer self-service portal work?
Salesforce Experience Cloud enables building a custom customer portal where customers see their own tickets, find answers from the knowledge base, and submit new requests without email.
Can AI respond to customers independently?
Yes. Agentforce AI agents can handle repetitive questions in chat or email independently and escalate more complex cases to humans at the right time.
