Gamechanger in the World of Service

Salesforce
Service Cloud

The Salesforce Service Cloud is a powerful CRM solution for customer service teams, enabling fast, personalized, and cross-channel support. valantic combines strategic consulting with deep Salesforce expertise to help companies leverage Service Cloud for outstanding customer service – from process analysis to tailored implementation, automation, and continuous service experience optimization.

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What is Service Cloud?

Seamless Service Processes with Salesforce Service Cloud

Next-generation service experiences

Salesforce Service Cloud provides companies with a comprehensive platform to design and personalize customer experiences across channels and to significantly increase efficiency using Artificial Intelligence. Complementary products such as Omni-Channel Routing, Self-Service Portals, and Service Cloud Einstein help route customer inquiries intelligently, respond automatically, and resolve them in context.

Smooth service processes with the Salesforce Service Cloud

A next-generation service experience

Not just in theory: Salesforce Service Cloud solves challenges within the entire service process in purely practical terms. No secondary systems, no system changes. Even phone calls can be made in the cloud. And since this applies to all employees, no ticket will ever get lost again. Collaboration comes first – as with all Salesforce products. In addition, users can find everything they need at a glance via the intuitive, convenient service console. This – together with the other advantages of processing customer issues in a single system – increases efficiency and effectiveness in all relevant workflows. In essence, this leads to one thing above all: a huge competitive advantage. Just take a look at what the Service Cloud offers:

Lightning Service Console for a better overview
case management
automated workflows and approvals
omnichannel routing
telephony integration
social media integration
macro-automation
account and contact management
personalized reports & dashboards
asset and order management

Lightning Service Console mit besserer Übersicht
Case Management
Automatisierte Workflows und Genehmigungen
Omni-Channel Routing
Telefonie Integration
Social Media Integration
Makro-Automatisierung
Account- und Kontaktmanagement
Personalisierte Berichte & Dashboards
Asset- und Order-Management

The best thing about Salesforce Service Cloud: It puts everyone involved at the centre.

40%

increase in productivity of service agents

41%

faster resolution of first contact cases

34%

increase in customer loyalty

Why is Service Cloud so powerful?

Intelligent Case Management

Automated, multi-level action plans directly within cases (Service Assistant)
Email cases are automatically identified and resolved

Appointment Management – Without the Wait

AI-powered booking and optimization of on-site appointments (Agentforce for Field Service)
Proactive appointment suggestions for planned services or maintenance

Self-Service That Truly Helps

Real-time updates in the customer portal
Pre-trained HR service agent for common employee requests (e.g., vacation, certificates)

Secure, Reliable AI Processes

Automated testing of AI agents (Agentforce Testing Center)
Masking of sensitive data prior to AI processing (Field-Based Masking)

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Use Cases for Salesforce Service Cloud

Efficient Customer Service – Tailored to Your Industry

Salesforce Service Cloud can be flexibly adapted to different business models. Here are real-world applications across various industries:

Manufacturing & Industrial Engineering

Digital Service for Complex Equipment

Automated incident reporting and ticket processing
Integration of machine data for proactive maintenance (IoT & Predictive Maintenance)
Mobile scheduling for field technicians incl. spare parts availability
Self-service portals for technical documentation and FAQs

Your benefit: Less downtime, faster response times, digital end-to-end processes

Consumer Goods & E-Commerce

Customer Service Along the Entire Customer Journey

Multichannel support (email, chat, WhatsApp, social media)
Intelligent routing logic for returns, delivery inquiries or complaints
Self-service for standard questions and order details
Integration with e-commerce platforms (e.g., Salesforce Commerce Cloud)

Your benefit: High customer satisfaction, consistent service experience, reduced handling costs

Energy Providers & Utilities

Automate and Digitize Service Processes

Contract changes, moves, and meter readings via self-service
Automated processing of billing or tariff queries
Proactive outage notifications via email or SMS
Intelligent prioritization of incoming requests

Your benefit: Relieved service teams, faster workflows, modern customer communication

Financial Services & Insurance

Transparent, Secure Customer Service with Structure

Claims processing including document upload
Real-time status updates in the customer portal
Automated internal approval processes
Guided service for complex inquiries (e.g., loan consulting)

Your benefit: More efficient processes, greater customer satisfaction, fewer media breaks

Public Sector & Educational Institutions

Digital Case Management for Citizens and Students

Application processing with clear workflows and deadlines
Integrated appointment scheduling and self-service options
Consistent communication across all channels
Secure access to personal data and status information

Your benefit: Modern public services, faster response times, digital administration

Medical Technology & Life Sciences

Service Quality at the Highest Level

Maintenance and repair of medical devices in the field
Mobile apps for service technicians with real-time documentation
Device histories and service contracts at a glance
AI-powered prioritization of critical support cases

Your benefit: Enhanced service efficiency, legally compliant documentation, increased operational safety

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An omnichannel service offering. Because the “digital now” demands it.

Salesforce Service Cloud is able to deliver on the overall promise of Salesforce CRM technology: working with a 360-degree view of the customer.

Starting with the simplicity of the user interface for service agents and the integration of service offers into native channels. The ways to interact with customers, resolve their concerns, and contribute to a seamless customer experience are virtually endless:

phone
e-mail
live chat
messaging apps
video chat
social media channels such as Facebook and Twitter
or via a self-service portal

Photo of a man and woman laughing in a valantic CX client workshop. In front of them on the table are a laptop and coffee cups.

Service Cloud as a sales booster

When sales and service go hand in hand, the result is satisfied customers.

We don’t want to say that a product should be sold for every service request, but we do think that customer loyalty concerns everyone who represents a point of contact between customers and the company. Synergy works in both directions.

Because if your customer service ensures satisfied customers making them inclined to remain loyal, the sales department benefits from that too. And if sales can learn from past service requests, it will take less effort to mend a broken relationship. Let’s talk about implementing the Service Cloud!

Alone: outstanding. Together: unstoppable!

The Salesforce universe

Salesforce

Salesforce is what a CRM system has to measure up to.

Sales Cloud

For us, the Salesforce Sales Cloud is clearly one of the core functionalities of Salesforce.

Marketing Cloud

The Salesforce Marketing Cloud transitions marketing activities into the 21st century.

Pardot

Salesforce Pardot takes over where standard structures reach their limits in the face of the new challenges of the digital era.

Commerce Cloud

The Salesforce Commerce Cloud sees an essential thought as the cornerstone of the platform.

Experience Cloud

The idea behind the Salesforce Experience Cloud is simple: offer a platform that makes everyone’s work easier.

Salesforce
Sales Cloud
Marketing Cloud
Pardot
Commerce Cloud
Experience Cloud

valantic – Your Implementation Partner for Service Cloud

We understand the industry-specific challenges and work with you to create powerful service processes – from consulting and implementation to ongoing operation.

Get in touch for a personal consultation or a tailored demo for your industry.

Hallo from Langenfeld

Nils Weber

Partner & Managing Director

valantic Division Customer Experience

+49 173 158 3002

Salesforce Service Cloud