Case Management

This handles all customer products, support, service, and issues resolution. It also creates Cases from Email to case and Web-to-Case. Cases are managed in queues and assignment rules, auto-response rules, and escalation rules.

Service Console

This application is built for users in a fast-paced environment that needs to browse, update, and create records immediately. It is a tabbed environment whereby users can gain access to different record grouping in one screen.

CTI Integration

This is an integration of the telephony system with salesforce. It has a screen popping which displays the information of a caller as well as the phone control and automatic dialling.

Live Agent Chat

It provides a chat interface that enables customers to chat with salesforce sales and service agents.  

Social Services

It is used to create and monitor cases through online channels such as posts, tweets, Facebook, etc.

Knowledge Articles

This is a documentation feature that enables you to store information such as useful frequently asked questions (FAQs) and other vital information. You can also save content, articles, newsletters, etc.

Omni-Channel

Salesforce service cloud released a new feature called the Omni-Channel (as a Beta in Summer ‘15 and GA as of the Winter ‘16 release). This tool is found either in the service or sales console. This feature is flexible, easily customized, and configured without writing code. Once enabled and configured, it automatically sends the right work to the most capable person in real-time. Omni-Chanel currently supports leads, cases, chats, order, SoS video calls, custom objects, and social posts. For instance, omnichannel allows you to configure routing rules to assign cases to agents, or to assign leads to salespeople.