Salesfoce Service Cloud
Become a Customer services champion. Happy Customers are loyal customers.

Solution Functionality

  • Overview
  • Customer Service
  • Self-Service
  • Digital Channels
  • Field Service

Service Automation

Increase your customer happiness by 32% with complete customer support software. 

*Source: Salesforce Customer Success Metrics Survey, conducted 2015–2017 among 7,000+ customers randomly selected. Response sizes per question vary. 

Customer Service

Reply quickly to your clients and maximise agent productivity.

Maximise agent productivity.

All the information your agents need in one place with Service Cloud Lightning.Give your agents the knowledge they need to excel with subject matter experts, knowledge and customer profiles all at hand. Help them to deliver world-class customer services every time by finding the correct answers and anticipating your customers’ needs.

Deliver a great customer experience.

Make your customers feel valued on any channelAll channels feed into the same agent console where your staff can access customer profiles, purchasing history and account information. Get amazing customer services reviews as your customers won’t need to repeat themselves and will feel valued. It doesn’t matter how they contact you, they get the same great result.

Case Management

  • Give the right agent the right job. The right agent gets the job as they are automatically assigned using AI-powered routing recommendations from Einstein - the most qualified agent is assigned. 

  • Streamline your service processes. Get customers faster answers. Agents can see all the activity, answers and information they need with Service Could to respond quickly to customer queries. 

  • Know what to focus on and when. Get customer activity updates and alerts when action is needed. Easily send email responses using prewritten templates with just a few clicks.

Knowledge Database for Customers

Find the tricky answers faster. 

  • Maximise agent productivity. Agents have quick access to the right answers with a cloud-based knowledge base embedded right into the console.

  • Help customers help themselves. Knowledge drives speedy case resolution and excellent customer care, both for your agents and as self-service support for your customer. 

  • Streamline your knowledge management process.  Share knowledge on any channel with a simple click. Update the knowledge base to ensure the whole team can access the best and most recent answers. 

Service Process and Automation

Be more productive. 

  • Make service agents save time and with automation. Use workflows and approvals to make the most of the time you spend with your customers.Eliminate time-consuming, repetitive tasks with automated email responses field updates and task assignments.

  • Visually create any process with drag-and-drop simplicity. The full process can be designed in a single place with the powerful Process Builder, a point-and-click interface that you can use to create and update records, log calls, send emails, launch workflows and more. 

  • Avoid cases being put on hold. Automate approvals by setting specific steps to comply with for approval – included step by step instructions and who to contact for each step.

Omni-Channel Presence and Routing

Give your customers what they need when they need it.

  • Send work to the most qualified available employee. Configure Service Cloud to automatically distribute work based on skill-set and ability to take on new work. Employees can update their status in real-time so high-priority work isn’t kept waiting.

  • Streamline for efficiency. Omni-Channel Presence and Routing intelligently route work based on business’ priorities. No waiting for agents to pick a job arbitrarily, work is pushed to your agents in real-time and screen popped directly into the Service Console. Agents have an in-context view of the customer across all channels and can define the priority level and size of the job. 

  • Fix problem areas. Operational insights will show how often your employees spend at different statuses and point out any trends that occur. You can report on average wait times, handle times and service level agreement adherence. Diagnose, react and fix problems faster.

Telephony Integration

Win at telecoms. Keep your customers happy and your agents productive with Telephony Integration.

  • Know your customer before you pick up the phone, see who’s calling and get a profile screen with their info or account. 

  • Log calls automatically and any notes you take too. Link these to objects like contact records, cases or anything you create. 

  • Telephony Integration leads to happy customers and productive agents. 

  • Service Cloud Lighting is a complete customer service platform including Lightning Service Console, case management, omnichannel routing, macros and more. 


Grow your brand with happy customers. Happy customers help themselves with self-service portals and communities offering personalised support for happier customers.

Create a seamless self-service experience connected to the Salesforce platform

Extend Salesforce into your portal to integrate directly with your business processes. Give customers the ability to check an account, pay a bill, book an appointment and more. Any process started in the portal can be transferred to an agent who can pick up where the customer left off so customers don’t have to repeat themselves.

Ensure your portal is beautifully branded

Ensure your portal is beautifully branded. Grow your brand the way you want it with Lightning Community Builder. Drag and drop service processes from your contact centre into the self-service experience. Low-code and quick to set up.

Deliver personalised, intelligent customer service

Happy customers are loyal. Give them a personalised experience using Einstein to enrich content based on customer profiles, interests and activities. Highlight relevant articles, answers and experts and deliver exactly when the customer needs them.

Become leaders in customer services

Make service the heart of your portal. Service Cloud integration keeps customers happy as they can access an agent via a chat, submit a case online or use a step-by-step guide to work through common service processes. Agents benefit with a 360-degree view of customer activities in the portal so can be more efficient and helpful.

Digital Channels

Get closer to your customers. Meet and greet them online-or in apps-in real-time. Give personalised, quick responses.

  • Live Agent
  • Mobile Messaging
  • Social Networks

Chat more, chat faster, chat smarter.

Get personalised, real-time help online or in your apps

Initiate a personalised chat when your prospect/customer engages with your site. Chat to customers in-app, with Snap-ins. Deliver your service worldwide with multilingual support

Connect agents for higher productivity

Connect agents with complete customer profiles when in live chat. Quickly rout chats to subject matter experts, respond quickly with keyboard shortcuts to pre-written messages.

Build a smarter team

Coach agents in real-time with Live agent. Monitor queues to balance workload and maximise productivity. Use metrics to see the full history of every chat and get your team working smarter.

Be your customer’s best friend.

Give customers help anytime from any messaging app

Support customers from their favourite messaging apps, SMS, Facebook, Messenger, Apple Business Chat (WeChat and Whatsapp coming soon) using bots or agents. Use chatbots to automate routine tasks in SMS chat. Help your customers at any time with this easy, cost-effective mobile solution.

Empower agents with conversational messaging from one place

Boost agent productivity with conversational messaging from one place. Everything happens in the Service Cloud Console and multiple messages can be handled at once. They’ll have all the contact they need to deliver incredible customer service with low costs and increased ROI.

Drive service costs down and ROI up

Boost agent productivity with a solution that lets agents manage multiple text conversations at once — with all the context and intelligence they need to resolve cases and deliver an awesome customer experience every time.

Deliver an intelligent, productive on-site service. Fix problems first-time, every time. 

Support customers everywhere

Listen and respond to customers across a variety of social platforms, including Twitter, Facebook, and other social networks. By combining the power of Service Cloud with Salesforce Social Studio, social customer care requests are escalated directly to your social service team.

Provide smarter social service

Ensure the right case reaches the right agent with language detection, keywords and classifiers so they can get to work right away, Agents can direct the conversation to the best channel for the customer, email, phone, chat, social network or community.

Respond in context by integrating social customer service with CRM

Use a comprehensive view of your customer to give the best response by integrating social customer services with CRM. With the Salesforce Customer Success Platform, knowledge is power in the hands of your social care team and in real-time, exactly where your customers are.

Field Service

Deliver an intelligent, productive on-site service. Fix problems first-time, every time. Provide a faster, smarter, more personalised service from the phone to the field.Bring the full power of on-site job management to your mobile workforce.Field Service Lightning connects your workforce.

Create work orders from any case, fast

Create work orders from any case, manage orders and instantly access Knowledge articles, track SLA compliance with Milestones. Integrate your work orders with Accounts, Contacts, Assets, Entitlements and other objects so you can pull in data across Salesforce.

Optimise schedules and intelligently assign jobs

Optimise schedules with intelligent scheduling, automatically assign them to the right resource based on time, skills, location and any business rules to increase employee productivity. We’ve even added smart scheduling and tracking of crews, equipment and trucks so you can be sure you have all the parts you need.

Harness the power of Einstein AI to increase first-time fix rate

With Einstein Vision, mobile employees can use image recognition to identify assets and parts in images, Ensure the right product part is fixed or replaced. Eliminate confusion and downtime. Automatically access the right steps for technicians to provide faster, smarter solutions.

Manage jobs from any mobile device

The Field Service Lightning mobile app* brings the full power of on-site job management to your mobile workforce. Improve first-visit resolution by arming mobile employees with this best-in-class mobile solution that delivers job schedules, Einstein AI, visibility into van stock and inventory, knowledge articles, and real-time collaboration while they’re on the go, regardless of cell phone connectivity. This mobile app can be tailored to provide your mobile workforce with exactly what it needs.

Make smarter decisions

Use Field Service Analytics to give your managers and dispatchers easy, real-time visibility into operational performance and KPIs. Drill into all your data from multiple systems, address customer complaints, and stop problems before they happen, all in one app.

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