Service Cloud gives your support team a 360-degree view of every customer - with case management, omni-channel routing, and a knowledge base that enables faster, more consistent resolution across email, phone, chat, and social channels. RASPSYS LLP configures it around your actual service workflows.
Structured case lifecycle management - from case creation and categorisation through assignment, escalation, SLA tracking, and resolution - with full audit history and communication logs.
Intelligently route work items - cases, chats, calls - to the right agent based on skill, availability, and capacity. Reduce manual assignment and improve first-contact resolution rates.
A structured, searchable knowledge base that surfaces the right articles to agents during case resolution - and to customers via a self-service portal - reducing resolution time and repeat contacts.
AI-powered features that help agents work faster: Einstein Article Recommendations, Case Classification, and Next Best Action - plus Flow automation for routine case handling steps.
Yes - that is one of Service Cloud's core strengths. With Omni-Channel configured, cases from email, web forms, chat, social media, and phone can all route into the same queue and be worked from the same agent console. Agents see the full customer history regardless of which channel the case came in through.
Salesforce Service Cloud integrates with a wide range of telephony providers via Open CTI. We have experience integrating Service Cloud with common providers including Genesys, Avaya, Amazon Connect, and Vonage. Your agents can make and receive calls directly from the Service Cloud interface, with automatic case creation and screen pop.
A core Service Cloud implementation - case management, SLAs, Email-to-Case, and basic reporting - typically takes 8-12 weeks. Adding Omni-Channel, a knowledge base, and Einstein features extends the timeline. We scope each engagement after an initial requirements workshop.
Tell us about your current support operations and volumes - we'll design a Service Cloud solution that reduces handle time and improves customer satisfaction.