Service Cloud

The Service Cloud module empowers support teams to resolve issues quickly and deliver personalized service at scale. With 21 comprehensive objects, it provides enterprise-grade case management, SLA tracking, knowledge base, and omni-channel support.

Functional Capabilities

1. Case Management

Centralize support requests from multiple channels with intelligent routing.

• Multi-Channel Intake: Email, Web Forms, Phone, WeChat, Social Media, Chat Bot
• Omni-Channel Routing: Assign cases to agents based on skills, availability, and workload
• Case Classification: Automatic categorization by type, priority, and product
• Priority Management: Critical, High, Medium, Low with visual indicators
• Status Tracking: New → In Progress → Escalated → Resolved → Closed
• Case Comments: Full conversation history with internal notes

Objects: case, case_comment, email_to_case, web_to_case, social_media_case

2. SLA Management

Track and enforce service level agreements with precision.

• SLA Policies: Define response and resolution times by case priority
• SLA Milestones: Track First Response, Resolution Time, and custom milestones
• SLA Templates: Reusable SLA configurations for different customer tiers
• Breach Alerts: Real-time notifications when SLAs are at risk
• Business Hours: Configure support hours by region and timezone
• Holiday Calendars: Account for regional holidays in SLA calculations

Objects: sla_policy, sla_milestone, sla_template, business_hours, holiday, holiday_calendar

3. Intelligent Routing

Ensure cases reach the right expert at the right time.

• Queue Management: Organize cases by team, product, or region
• Queue Members: Assign agents to queues with capacity management
• Routing Rules: Automatic assignment based on case criteria (product, language, geography)
• Skills-Based Routing: Match cases to agents with required expertise
• Load Balancing: Distribute cases evenly across available agents
• Escalation Rules: Automatically escalate overdue cases to managers

Objects: queue, queue_member, routing_rule, escalation_rule, agent_skill, skill

4. Knowledge Base

Deflect cases and empower agents with a searchable article library.

• Article Management: Create, publish, and archive help articles
• Article Versioning: Full version control with change tracking
• Contextual Search: AI-driven article suggestions based on case subject
• Public Portal: Expose articles to customers for self-service
• Internal Articles: Agent-only knowledge for internal procedures
• RAG Integration: Vector embeddings for semantic search
• Usage Analytics: Track article views and helpfulness ratings

Objects: knowledge_article

5. Community & Self-Service

Empower customers to help themselves and each other.

• Customer Portal: Self-service portal for customers to log tickets and track status
• Portal Users: Customer accounts with role-based permissions
• Community Forums: Public discussion forums for peer-to-peer support
• Forum Topics: Organize discussions by category
• Forum Posts: Customer questions and answers with voting
• Gamification: Badges and reputation for helpful contributors

Objects: portal_user, forum_topic, forum_post

AI-Powered Features

Intelligent automation throughout the support lifecycle:

• Auto-Classification: Automatically categorize cases by type and priority
• Intelligent Routing: ML-powered assignment to the best available agent
• Solution Recommendations: AI suggests relevant knowledge articles based on case description
• Sentiment Analysis: Detect customer frustration and escalate proactively
• Email Response Drafting: AI-generated response suggestions for common issues
• Case Deflection: Predict if a case can be resolved via self-service
• Agent Assist: Real-time suggestions while agents work on cases
• Predictive SLA Breach: Forecast which cases will miss SLA targets

Integration Points

• Sales Cloud: View complete support history on Account/Contact records
• Revenue Cloud: Check entitlement and subscription status for SLA tier
• HR Cloud: Link employees to customer accounts for relationship mapping
• Marketing Cloud: Capture NPS and CSAT feedback for campaign insights

Key Objects (21 Total)

Service Metrics

Track support performance with real-time dashboards:

• Average Response Time: Mean time to first agent response
• Average Resolution Time: Mean time to close cases
• SLA Compliance Rate: Percentage of cases meeting SLA targets
• First Contact Resolution (FCR): Cases resolved on first interaction
• Customer Satisfaction (CSAT): Post-case satisfaction surveys
• Net Promoter Score (NPS): Customer loyalty metric
• Case Backlog: Open cases by age and priority
• Agent Utilization: Cases per agent with capacity tracking

Next Steps