Service Cloud

The Service module helps your support team receive customer issues, prioritise them, resolve them inside SLA, and escalate when things go wrong. Every case is tied back to the account and contact, so you always see the full customer history while you're solving the problem.

What's included

A typical case life

New ──► In Progress ──► Waiting on Customer ──► Resolved ──► Closed
                  ╲                          ╱
                   ╲ Escalated ────────────╱

1. Case is created (via email, web form, phone log or the Service Copilot triaging an inbound message).
2. Priority is assigned — Low, Medium, High or Critical. Critical alerts the support manager immediately.
3. SLA target is calculated — every case gets a deadline based on priority.
4. Agent works the case, moving status as they go.
5. If it's stuck (or critical, or a customer's), the escalation process reassigns it to a senior agent.
6. Resolution is recorded, the resolution time is auto-stamped, and the case is closed.

What the system does for you

• Auto-prioritise with the Case Triage skill (the Service Copilot reads the case and recommends a priority).
• Auto-escalate critical cases or high-priority customer cases to a senior agent.
• Notify on critical — emails the support manager whenever a case is set to Critical.
• Notify on escalation — emails the escalation team whenever a case is escalated.
• Stamp resolution time automatically when a case is closed.
• Flag SLA breaches with a red banner once the SLA target passes.
• Block bad closes — you can't mark a case Closed without a resolution written.

The Service Copilot

The Service Copilot is built into every case. Ask it:

• "Triage this case" — assigns a priority based on subject, description and customer tier.
• "Suggest a resolution" — searches the support knowledge base and drafts a customer reply.
• "Summarise this customer" — Customer 360 view including past cases and open opportunities.

Standard dashboards & reports

• Service Dashboard — open cases by priority, SLA performance, top agents, oldest open cases.
• Cases Opened by Day × Priority — daily inflow.
• Cases by Status × Priority — current snapshot.
• SLA Performance — % of cases resolved within SLA target.

See Analytics › Dashboards and Reports.

Where to find things

In the Enterprise CRM app, the Service group contains:

• Cases
• Tasks
• Service Board — kanban-style case workflow
• Service Dashboard

Start here

• Cases — the core ticket record.
• SLA & Escalation — how priorities drive deadlines and escalation.
• Knowledge Base — what the AI Copilot reads from.