A unified service platform on Salesforce Service Cloud that brings email, web, WhatsApp, Facebook and live chat into one agent workspace. Einstein Bots handle first-line requests, and skills-based routing puts everything else in front of the right agent.
Requests arrived across many channels, and manual assignment and fragmented communication led to delays and inconsistent handling. Customers were also moving between digital channels. Agents needed one way to manage every conversation, including automated ones that escalate to a person.
Case management: Email-to-Case and Web-to-Case intake, with assignment, escalation and auto-response rules.
Routing: Omni-Channel with skills-based routing, matching work to agent capability.
Digital engagement: WhatsApp, Facebook and Live Chat inside the same service environment.
Automation: Einstein Bots for first-line interaction, with escalation to a human agent.
Agent productivity: Quick Text for consistent, faster replies.
Custom logic: Flow and Apex where rules alone couldn't meet the requirement.
Visibility: reports and dashboards on service operations.
One case and conversation model for every channel. Agents work from a single console, and reporting doesn't fragment by channel.
Bots for the routine, people for the complex. Einstein Bots take first-line requests and escalate through Omni-Channel, so the customer isn't left to start over.
Skills over round-robin. Specialised work reaches agents equipped for it, while assignment and escalation rules absorb the repetitive cases.
Rules first, then Flow and Apex. Configuration covers the common paths. Custom logic is reserved for what rules can't express.
Centralised, structured case management
Intelligent, skills-based work assignment
Multi-channel digital engagement with bot-to-human escalation
Automated service processes
Reporting on service operations
Enterprise customer service
A governed AI service architecture in which Agentforce works inside Service Cloud. It is grounded in Data 360 context and Knowledge, scoped by topics and instructions, and always able to hand off to a human agent.
Retail and ecommerce
A Salesforce-centred order management platform connecting B2C Commerce, inventory, warehouse operations and external systems. It gives the business one automated order lifecycle, from checkout through fulfilment.
Enterprise integration
A secure, reliable integration layer connecting Salesforce with the enterprise's other platforms through MuleSoft, REST APIs and Apex callouts. It is designed for dependable data exchange, clear data ownership, and error handling that keeps operations running.
We can scope and build a system with comparable capabilities, shaped around your own workflows, data and integrations.
