Salesforce Service Cloud

Salesforce Service Cloud Consultants & Implementation Services.

As the Salesforce Customer Success platform continues to grow and innovate, Gauri offers a range of services on this platform including Salesforce implementation services, product engineering, and Salesforce Managed services. Our certified Salesforce Service Cloud consultants can help get the best value from your Salesforce solution.

Service Business Challenges

The cost to acquire a new customer is approximately six times the amount of preserving the relationship with a current customer. The longer the retention the higher the profit.

Salesforce Service Cloud provides a more effective and efficient service, thereby providing improved customer experience, engagement, and retention.

Key features of service automation that can be leveraged are:

  • Service Ticket Management
  • Case Management
  • Escalation workflows
  • Agent management
  • Engagement and call-centre automation including predictive dialing
  • Email Response Management Systems (ERMS)
  • Integrated Contract Management
  • Service Level Agreement Management
  • Work schedule Management
  • Field Service Management
  • Customer Self Service
  • Chatbots

Salesforce Service Cloud

Salesforce Service Cloud is a modern and intelligent customer-centric solution, which enhances the service experience by allowing faster than ever resolution of customer issues in a fully personalised manner.

Powered by Gauri, Salesforce Service Cloud implementation gives your business data the ultimate representation by delivering better management of customer information and enabling it to handle issues more effectively.

With AI built right into the framework, benefit from the solution’s capability; gaining smarter insights from your business data.

This exceptional solution delivers:

  • Personalised care – providing customer information on the fly
  • Diversity of channels for case handling & support
  • Centralised console for multi-case administration at once & faster resolution
  • Hawkeye view of your agents’ availability via the Supervisor Console
  • Field Service execution on your fingertips via mobility
  • Extensive knowledge base for customer self-service via communities
  • Integration with back-office applications
  • Comprehensive real-time reporting & analytics etc.

Salesforce Service Cloud Impementation

With years of Salesforce Service Cloud implementation and deep expertise in CRM, our Salesforce Service Cloud Consultants will help you build a customer service solution which will significantly improve customer satisfaction and retention.

Putting our customers first, our Salesforce Service Cloud consultants are equipped with our own matured implementation methodology which ensures risk free Salesforce Service Cloud implementation.

Salesforce Service Implementation Consultants

Contact us for a personalised demo designed specifically for your industry and discover how you can benefit from the full potential of our solutions.

To know more about our Salesforce Sales cloud offerings, please visit Salesforce Sales Cloud offering.

Salesforce Field Service Solution

Transform your field service management with Salesforce FSL Solution.

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Shankar Hariharan

Shankar Hariharan

Director, Strategy and Sales

Salesforce Service Cloud Key Features

Omni-Channel Ecosystem

  • Pushing the right work to the right agent in real-time
  • Agents don’t pick work arbitrarily – ensuring full productivity and time utilisation
  • Capacity settings to prevent agents from being handed too much work
  • Multi-channel support – Live Agent Chat, Email-to-Case, Web-to-Case, Social Posts, Text messaging, Knowledge Articles, Video chat support etc.
  • Omni APIs for External Routing Integration
  • Sits within Service Console (in Lightning)

Service Console

  • Handling multiple cases on one screen view
  • Instant access to a 360-degree view of the customer for personalised care
  • Prioritisation of cases for faster resolution
  • Integration with Live Agent, Salesforce Knowledgebase & CTI
  • Separate workspace for supervisors (managers) to monitor agents’ current status, availability and capacity in real-time
  • Responsive customised layout

Field Service Lightning

  • Offline-friendly
  • Mobility with Salesforce1 app on iOS and Android
  • Track service delivery in real-time
  • Monitoring of technicians on the field via Dispatcher Console

Salesforce Field Service Lightning

Social Customer Service

  • Social media channel (Facebook/Twitter) integration for creating cases
  • Active engagement with customers on a channel of their choice
  • Listen and respond to cases from all channels at one centralised place
  • Contextual responses based on key customer information

Self-Service Communities

  • A centralised place to find answers and solve cases even quicker by yourself
  • Customisable branding to the respective community
  • Contribute to the community by raising visibility to issues and their resolution
  • High case deflection from agents’ bucket

Service Wave Analytics

  • Comprehensive reporting based on real-time business data
  • Analytics tool for customised and intelligent dashboards
  • Visibility of critical KPIs in one place
  • Integrated in Service Console

Let's talk!

Drop us a line or two to tell us about your business and we'll be in touch.

Salesforce Case Studies


Read how Gauri helped enable an optimised and improved Salesforce adoption for a payment services company.


Groupe Atlantic

Read how Gauri implemented one of the largest Salesforce Field Service programme for a leading HVAC manufacturer in the UK.


Read how Gauri helped a leading retail merchant service provider to improve Salesforce adoption within the company and also save significant licensing costs.

Bathroom Manufacturer

Read how Gauri helped a leading luxury bathroom manufacturer to achieve the world’s first Salesforce Field Service Mobile solution with 100% offline capability.
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