Service
Cloud23 transforms service operations and contact centres on Salesforce Service Cloud, unifying channels, case management, knowledge and telephony into a single agent workspace.
Salesforce Service Cloud is Salesforce's customer service platform: case management, omni-channel routing, knowledge management, telephony integration and automation brought together in a single agent workspace. Cloud23 implements Service Cloud and transforms the operation around it, redesigning routing, processes, knowledge and reporting so the contact centre improves rather than simply changing software.
Contact centre transformation is operational work as much as technical work. Which channels you offer, how work is routed and prioritised, what agents see when a customer connects, and what supervisors can measure all matter more than any individual feature. Our consultants work through those questions with your operations leaders before configuration begins, drawing on delivery experience across banking, insurance and other service-intensive industries.
Service Cloud is also where enterprise AI meets the front line first. A well-structured Service Cloud implementation, with clean case data, a maintained knowledge base and clear processes, is the prerequisite for Einstein capabilities and Agentforce agents that actually help. We design with that path in mind from day one.
What you get
A baseline of channels, volumes, routing, handle times and agent experience, with a prioritised view of what the transformation should fix first.
Channel strategy, routing and queue design, case model, escalation paths and reporting requirements captured as an agreed blueprint.
Omni-channel routing, case management, entitlements and macros configured and tested, with automation applied where it removes real effort.
CTI or Service Cloud Voice integration with your telephony platform, plus email, chat, messaging and social channels as the strategy requires.
A structured knowledge base with ownership and review processes, so answers live in the system rather than in agents' heads.
Real-time and trend reporting for supervisors, and role-based training that gets agents productive in the new workspace quickly.
How we work
Understand current channels, volumes, systems and pain points, and agree the measures the transformation will be judged against.
Design routing, queues, case taxonomy and knowledge structure with your operations leaders, then map them onto Service Cloud.
Configure the platform and connect telephony and digital channels in sprints, demonstrating a working agent desktop early.
A controlled pilot with a real team and real volumes, tuning routing and workspace design on evidence before full rollout.
Wave-based rollout across teams with floor-walking support, followed by structured handover to business-as-usual or managed services.
When it fits
In practice
FAQ
Service Cloud is Salesforce's platform for customer service operations. It manages cases across channels, routes work to the right agent through omni-channel routing, surfaces knowledge articles and customer history in one workspace, and gives supervisors real-time visibility of queues and performance.
Sales Cloud manages the selling process: leads, opportunities and pipeline. Service Cloud manages what happens after the sale: cases, service requests, entitlements and support channels. They share the same platform and customer records, so many organisations run both on one org, which is exactly where a coherent architecture matters.
Yes. Service Cloud Voice provides natively integrated telephony with Amazon Connect or supported partner platforms, and Open CTI connects most established contact centre platforms to the agent workspace. The right route depends on your current telephony contract and roadmap, which we assess during discovery.
Service Cloud carries Salesforce's AI capabilities to the front line: Einstein features such as case classification, reply recommendations and conversation summaries, and Agentforce agents that can resolve routine requests autonomously and escalate to humans. All of it depends on structured case data and a maintained knowledge base, which is why the platform work comes first.
Both, and in that order. Configuring Service Cloud around broken processes automates the dysfunction. Our engagements start with the operating model, including channels, routing logic, case taxonomy and knowledge ownership, and then implement the platform to serve that design.
Keep exploring
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Explore serviceA short conversation with our team is the fastest way to understand whether this is the right engagement for you, and what it would involve.