:: Salesforce / Service Cloud
Service Cloud implementation that shortens every queue
Customers want answers fast, on whatever channel they used. We set up Service Cloud to route every case to the right person, give agents the full customer history on one screen, and let customers and AI agents solve routine questions without waiting.
Omni-channel routing
Knowledge and self-service
Agentforce for Service
:: What we do
What our Service Cloud work covers
Contact centre, field service or a small support team: the same building blocks, sized to you.
01
Case management
Case types, queues, SLAs and escalation rules so nothing waits without someone knowing.
02
Omni-channel
Email, web chat, phone, WhatsApp and social messages routed by skill and capacity into one console.
03
Knowledge base
Articles your agents and customers can search, written and organised so the right answer comes up first.
04
Self-service portal
An Experience Cloud help centre where customers track cases and find answers themselves.
05
Field Service
Scheduling, dispatch and a mobile app for technicians, with parts and work orders tracked.
06
Agentforce for Service
AI agents that answer routine questions from your knowledge base and hand over to people with context.
:: What Service Cloud does
What Service Cloud can do for a support team
Service Cloud brings every customer request into one queue, with the history and answers agents need. These are the parts we set up most.
Routing
Omni-Channel routing
Cases, chats and calls sent to the right agent by skill, capacity and priority, instead of first come, first served.
Phone
Service Cloud Voice
Calls inside Salesforce with click-to-call, live transcripts and call logging, using Amazon Connect or a partner phone system.
Knowledge
Knowledge base
Articles agents and customers can search, kept current with owners and review dates.
Self-service
Customer portal
An Experience Cloud portal where customers check case status, find answers and raise requests.
Field service
Field Service
Scheduling, dispatch and mobile work orders for technicians who fix things on site.
Read the blueprint
AI
Agentforce for service
Agents that triage cases, answer routine questions and hand complex ones to a person with a summary.
Read the blueprint
:: How it works
How a Service Cloud implementation runs
A typical Service Cloud setup takes six to twelve weeks.
Weeks 1 to 2
Discover
Sit with agents, review case volumes and channels, and agree the service levels to hit.
Weeks 3 to 7
Build
Queues, routing, console, knowledge and automations, demoed every two weeks.
Weeks 7 to 9
Connect
Telephony, email and chat channels, plus integrations with orders or billing.
Weeks 9 to 12
Launch
Training, go-live, and a review of handling times and backlog after 30 days.
:: Step by step
How to set up Service Cloud the right way
Service teams judge a new system in the first week. This order gets the basics right before adding channels and AI.
01
Define case types and priorities
Agree what a case is, the categories you report on and what makes something urgent, before anything is built.
02
Set service levels
Entitlements and milestones for each customer tier, with warnings before a deadline is missed.
03
Route work to the right people
Queues, skills and Omni-Channel capacity, so agents get work they can solve.
04
Add channels one at a time
Email first, then web forms, chat, messaging and phone. Each channel goes live when routing works for the last.
05
Build the knowledge base
Turn the answers agents give every day into articles with owners, then use them in the console and the portal.
06
Add self-service and AI
A customer portal and Agentforce for routine questions, once the knowledge is good enough to rely on.
:: Cost and timeline
How much does a Service Cloud implementation cost?
Typical prices for our Service Cloud work, based on a senior team at $25 to $35 an hour. Service Cloud licences are billed separately by Salesforce.
Starter setup
$5k – $15k
4 to 6 weeks
Email and web cases, queues, service levels, the agent console, reports and training for one team.
Multi-channel service
$15k – $45k
6 to 12 weeks
Omni-Channel routing, chat or messaging, knowledge base, a customer portal and migration from your old helpdesk.
Contact centre and field
$45k – $120k+
3 to 6 months
Service Cloud Voice, Field Service, Agentforce and integrations with order or billing systems.
What it costs to run
Licences per agent per month from Salesforce, plus phone or messaging usage if you add those channels, and some admin time to keep routing and knowledge current.
What moves the price
Number of channels and teams
Phone system and telephony setup
Helpdesk data to migrate
Field Service and scheduling rules
Portal and Agentforce scope
:: Checklist
Signs your service team has outgrown its tools
If several of these sound familiar, a Service Cloud project will usually pay back in the first year.
What good service looks like
Every request lands in one queue
Agents see order and account history in one screen
Service levels tracked automatically
Customers can check status without calling
Managers see backlog and handling time live
Routine questions answered without an agent
Signs you have outgrown your tools
Requests spread across inboxes and spreadsheets
Agents ask customers to repeat themselves
Missed deadlines found after the fact
Sales cannot see open service issues
Phone calls with no record afterwards
:: Why Sterling
What you get
Cases routed by skill and priority
One console with full customer history
A searchable knowledge base
Service dashboards with SLA tracking
A plan for self-service and AI agents
:: Tools we use
Service Cloud
Omni-Channel
Service Cloud Voice
Knowledge
Experience Cloud
Field Service
Agentforce
Flow
Slack
4.9
Average rating on Clutch · 350+ projects since 2019
:: Questions
Questions about Service Cloud
How long does a Service Cloud implementation take?
Can Service Cloud work with our phone system?
Do we need a customer portal?
How does Agentforce help a service team?
Can you move us from Zendesk or Freshdesk?
What is Salesforce Service Cloud?
What is Omni-Channel in Service Cloud?
What is Service Cloud Voice?
Do we need Service Cloud if we already have Sales Cloud?
Can Service Cloud replace Zendesk or Freshdesk?
How long does it take to set up Service Cloud?
:: Related Salesforce services
Other ways we can help
Send us your brief. We’ll help turn it into reality
A senior engineer replies within one business day with questions or a first plan: approach, team, timeline and estimate.