Salesforce Service Cloud
Service Cloud to resolve cases, not pile them up
All your channels in one console, AI agents that handle the repetitive work and SAP data on every case. Your customer gets an answer and your team gets back in control.
Salesforce
Data 360
Agentforce
Slack
SAP
MuleSoftAll connected
Every case, with full context
The human agent and the AI agent see the same thing: history, orders, warranties and knowledge.
What we configure
Service that handles the volume
We start from how you serve customers today and take it to a console your team actually uses.
- 1Cases, queues and escalation
- 2Digital channels in one inbox
- 3Knowledge base
- 4Service agreements and dashboards
- 5Agentforce for service and voice
- 6Field service and SAP integration
What's new
Service Cloud with agents
The latest to serve more with the same team.
Agentforce Voice
Answers calls and hands off to a person in real time.
Service agents
Resolve frequent questions on web, WhatsApp and email.
Multi-agent
One agent classifies, another resolves and another escalates.
In-console assistance
Summaries, suggested replies and knowledge instantly.
Data 360
SAP orders, invoices and warranties on every case.
Health monitoring
Errors, latency and escalations for every agent.
Why Discovery Partners
Your customers don't want to wait. Neither does your team.
Tell us how you serve customers today and we'll show you which cases an agent can resolve from the first month.
Talk to a consultant
Tell us how you serve your customers today
Cases, queues and service agreements. We reply with a written scope.
What people ask us about Service Cloud
Which partner implements Service Cloud in Colombia and LATAM?
Discovery Partners implements Service Cloud from scratch or rescues an existing instance: cases, queues, response times, customer portal, digital channels and Agentforce for service, with SAP integration for orders and invoices. It has teams in Colombia, Mexico, Peru, Costa Rica and Guatemala and consultants with certifications verifiable on Trailblazer.
What is the difference between Service Cloud and Sales Cloud?
Sales Cloud handles the sales process: accounts, opportunities, quoting and forecasting. Service Cloud serves the customer after the sale: cases, service channels, knowledge base and service agreements. Many companies use both, and it pays to implement them on the same account model so the customer isn't duplicated between sales and service.
Can we serve customers on WhatsApp from Service Cloud?
Yes. WhatsApp, web chat, email, social and phone can be routed to the same inbox and logged on the same case with Omni-Channel routing. What matters is not enabling the channel but defining who handles it and when, because an open channel with no owner creates more complaints than it solves.
What does an Agentforce agent do in service?
It handles the questions that repeat all day: order status, an invoice copy, warranty terms or a question already answered in the knowledge base. It answers on the organization's data, with defined limits on what it can see and do, and escalates to an advisor with context when the case calls for it.
Do we need Data Cloud to implement Service Cloud?
It's not required. Service Cloud runs on CRM objects. Data Cloud makes sense when the customer profile is spread across the CRM, the ERP and in-house systems and you want the advisor, or the AI agent, to see everything in one place. We assess it in the diagnosis and tell you plainly.
Can you connect Service Cloud to our SAP?
Yes, and it's one of the reasons companies come to us. We partner with both Salesforce and SAP, so checking orders, invoicing, inventory or receivables inside the case is built by the same team, with no third party coordinating two vendors.
Do you work with clients outside Colombia?
Yes. We have our own companies and teams in Colombia, Mexico, Peru, Costa Rica and Guatemala, and we serve companies in the United States in their own time zone.
