Agentforce Service in Government Cloud

Agentforce Service supports secure case management, Omni-Channel communications, and automation tools that streamline constituent services—from public safety response lines to benefits enrollment, voting and licensing, and workforce support.

Support workers benefit from a unified rep console that provides full visibility into constituent interactions, request history, and service entitlements. Supervisors can track performance and case resolution times, improving transparency and accountability across departments. Self-service portals and AI-powered knowledge tools reduce demand on staff while empowering citizens to find answers on their own.

By implementing Agentforce Service in Government Cloud, agencies can help modernize their service infrastructure, reduce operational risk, and maintain trust with the communities they serve. Agentforce Service helps public sector teams do more—with security, scale, and purpose.

• Digital Engagement and Enhanced Messaging for Government Cloud
  Connect with your constituent base across multiple channels with Digital Engagement and Enhanced Messaging in Salesforce Government Cloud. Provide a rich and efficient conversation experience on platforms such as WhatsApp, Facebook Messenger, and SMS to streamline communication and increase engagement.
• Enhanced Chat in Government Cloud
  Enhanced Chat in Salesforce Government Cloud provides users with a personalized experience of messaging from their mobile app or website with an Agentforce Agent, or representative-to-agent handoff within the Service Console. The asynchronous messaging experience allows agents and customers to start and stop communication at their own pace.
• Salesforce Voice for Government Cloud
  Help improve the quality of citizen engagement via the phone channel with Salesforce Voice (previously Service Cloud Voice) in Salesforce Government Cloud. Service Cloud Voice is completely integrated into Salesforce, providing a consistent experience for service reps, supervisors, and customers across the voice channel. Voice provides Government organizations and their service reps with a 360-degree view of each caller. It boosts rep productivity with automation and AI, and gives supervisors access to manage reps and queues regardless of channel type. It also integrates your telephony system with other channels to provide an integrated contact center experience. Representatives make and receive calls or other channels communications from a unified platform, without the need to switch between different applications.