Service Cloud
Resolve faster. Retain longer.
Deploy Salesforce Service Cloud to unify every support channel — phone, email, chat, social, self-service — and give agents the full customer context they need to resolve cases on the first contact.
What We Do
- Case management setup: queues, assignment rules, escalation paths, and SLA milestones
- Omnichannel routing across email, live chat, voice, and social channels
- Knowledge base and article management with Smart Links
- Self-service Experience Cloud portal for customer case deflection
- Einstein Bots and AI case classification for Tier-0 automation
- Service analytics dashboards: CSAT, FCR, AHT, and agent performance
Why It Matters
Customers today expect instant, consistent service regardless of the channel they use. Without a unified platform, agents spend more time hunting for context than solving problems. Service Cloud brings everything together so your team can focus on resolution — not navigation.
35%
Reduction in average handle time
40%
Improvement in first-contact resolution
200+
Salesforce certifications on our team
10+
Years of Service Cloud experience
Our Approach
Channel and volume audit
Understand how customers currently reach you and where the biggest resolution bottlenecks are.
Case model design
Define case types, record types, statuses, and priority tiers that match your support tiers.
Routing and automation
Configure omnichannel routing, SLA rules, Einstein triage, and knowledge article triggers.
Portal build (optional)
Build a branded self-service Experience Cloud portal to deflect common queries at scale.
Reporting and launch
Build agent and manager dashboards; run UAT and go-live support through first-wave tickets.
Summit
Salesforce Partner Tier
200+
Salesforce Certifications
300+
Projects Delivered
Frequently Asked Questions
What does Salesforce Service Cloud do?
Service Cloud manages cases, omnichannel communication (email, chat, phone), knowledge articles, SLA enforcement, field service, and AI-powered agent assistance in one platform.
Can Service Cloud integrate with our telephony system?
Yes. Service Cloud Voice integrates natively with Amazon Connect and other providers. For other systems, we build Computer Telephony Integration (CTI) adapters that surface customer data when a call connects.
How do we migrate from Zendesk or Freshdesk to Salesforce Service Cloud?
We've completed multiple migrations from Zendesk, Freshdesk, and Intercom — migrating open cases, historical tickets, knowledge articles, and automation rules into Salesforce.
What is Agentforce for Service?
Agentforce for Service is an AI agent that handles routine customer inquiries autonomously — answering questions, updating records, routing complex issues to human agents. WNC implements it as part of Service Cloud deployments.
Do you implement Salesforce Field Service?
Yes. We implement scheduling optimization, mobile app configuration, work order management, and dispatcher consoles as extensions of Service Cloud projects.
Ready to implement Service Cloud?
Let's scope your project and build a delivery plan together.