Agentforce Service Documentation

Give your customers the information and support they need with Agentforce Service (formerly Service Cloud)—the customer service application that you can customize to fit your needs.

With Agentforce Service, you can choose how your customers reach you—by email, phone, messaging apps, self-service sites, chat, text, and more. To keep your customers satisfied when they do contact you, AI agents can be configured to provide 24/7 support. When cases need to be escalated to a live service rep, Agentforce Service makes sure that your service reps have all the tools they need to respond efficiently to customer questions and requests. Agentforce Service boosts productivity, allows communication on multiple channels, and supports solving issues in the field.

	Dive deeper into Salesforce Help. What’s Service?
	See this feature in action. Learn the Basics of Lightning Service
	Use Trailhead to build and test your skills. Get Started with Service for Lightning Experience Expand Service with Digital Engagement Get on the Road with Field Service

Note Service Cloud is now Agentforce Service. You may see references to Service Cloud in Salesforce applications and documentation.

• Learn About Agentforce Service
  The first step in implementing Agentforce Service (formerly Service Cloud) is learning what it does. Let’s take a look at what Agentforce Service has to offer businesses of all sizes.
• Set Up Service Basics
  Get started with key features of Agentforce Service (formerly Service Cloud) that help you deliver fast customer service. Try one of our assisted setup tools, publish a knowledge base, and create a console to serve as the home base for your service reps. Then, design your case management approach with rules, queues, and Omni-Channel routing.
• Create Communication Channels for Service
  Agentforce Service (formerly Service Cloud) offers many ways for your customers to contact you, including phone, web chat, WhatsApp, and SMS. Set up a mix of channels to make it easier for customers to reach you.
• Set Up Tools for Support Teams
  Set up customer service tools to help your support team do what they do best: help customers. Mix and match AI solutions such as Agentforce agents with quick-win Service Console features like macros.
• Track Service Metrics
  Without current data, running an efficient customer service operation is impossible. Create reports and visualizations that help you track service activity and KPIs in real time, with a little help from AI.
• Extend Agentforce Service
  Build out your implementation of Agentforce Service (formerly Service Cloud) with specialized features such as HR Service, Feedback Management, and Service Catalog.