service cloud

Create personalized & meaningful customer experiences

With Service Cloud you can deliver omni-channel support from self-service to the contact center, all while ensuring your service and sales teams are on the same page. Integrating sales and service allows you to track the ROI of a customer by not only tracking their spend with your organization, but also their cost to your organization as a customer. Service Cloud — powered by Data and AI — allows you to not only unite sales and service, but also increase customer satisfaction and boost efficiency.
Service Cloud computer mock up

Service Cloud Customer Stories

An Oil & Gas Company Transforms their Salesforce Org

A leader in the Energy & Utilities Industry grows their marketing and sales efforts with enhancements in Sales Cloud, Service Cloud, Experience Cloud, and more.
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See How A Commercial Titling and Registration Leader Streamlined Customer Experiences with Service Cloud

After making enhancements to Service Cloud, our client in the Technology Industry can shift their focus to driving revenue and providing a seamless customer experience.
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See How A Luxury Home Goods Business Builds Customer Loyalty

By making enhancements to Sales Cloud and implementing Service Cloud and Pardot for our client, every customer experience is now effortless.
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A Roofing Equipment Provider Takes Its Business to New Heights

A new custom quoting tool and warranty system for our client leads to higher levels of customer satisfaction.
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solving things with the power of Salesforce

Meet Our Team

As the Practice Director for both Service Cloud and Field Service, Chelsea Stokes is passionate about helping our clients save time and improve productivity by eliminating manual steps.

Chelsea loves helping businesses improve their field operations with Salesforce Field Service and enhance customer care with Service Cloud. She's a big fan of seeing that 'aha' moment for a client after we've helped them solve a complex issue with Salesforce. Learn more about her story and Salesforce journey.


New Product Implementation

Whether you already have Sales Cloud and now you’re ready to implement Service Cloud, or you’re brand new to the Salesforce platform, we'll guide you to success. We provide implementation services ranging from out-of-the-box complexity to fully custom solutions for your business. 

Customer Community Implementation

Your customers are looking for constant connectivity and instant support. Utilizing a Customer Community built in Experience Cloud empowers them to check case statuses and access resources for self-resolution. We'll guide you in determining what elements of your Service Cloud instance should be included in a Customer Community so you can provide customers with case insights, contact updates, and self-help resources.

Knowledge Base Implementation

If your customer service agents find themselves investing valuable time addressing repetitive inquiries, implementing an external Knowledge Base can provide your customers with timely information, thus reducing your organization's workload. We’ll work with you to facilitate the enhancement of your organization's knowledge management practices.

Entitlement & SLA Tracking

Service Cloud Entitlements can help you address the challenge of understanding how long it takes agents to address a Case and if your customers are getting the support they need. We'll assist you in defining the various service standards to be taken into account when assisting your clients. Through Entitlements, we can customize Service Cloud to ensure your agents are promptly notified when there’s an approaching or occurring Case SLA breach, and alert the relevant parties to ensure appropriate measures are taken.

Call Center Integration

Service Cloud Voice helps you provide a consistent experience for agents, supervisors, and customers across all digital channels by integrating your telephony system with Salesforce. We’ll work with you to ensure that Salesforce and your telephony provider are in sync, including mapping Salesforce components to the corresponding telephony system components.

Product Enhancements

If Service Cloud is stood up, but you’re ready to take it to the next level, let our experts show you how we’ve helped others in your industry get the most out of the platform. We’re here to help you maintain your investment in Service Cloud.

Data Migration & Integrations

If you’re currently using Zendesk, Freshdesk, or any other Customer Service platform that you’re starting to outgrow, we can help you make the transition. By partnering with experienced professionals, you can make the transition between customer service platforms seamless, ensuring minimal disruption to your operations. We can also work with you to integrate third-party applications with your Service Cloud instance. 

Managed Services

After implementation, you need to have the right resources to support your team and necessary changes/enhancements.

We provide dedicated resources for set hours per week based on your needs.

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System Architecture

There are hundreds of ways to solve challenges with Salesforce, however, there is always a “best” way. When working with multiple Salesforce products, you need to make sure an expert guides your architecture decisions.

Implementation Repair

Whether your business experienced a bad implementation in the past or your Salesforce org is several years old and full of technical debt, we’re here to help you get back on track.


Service Cloud: Professional, Enterprise, Unlimited, Einstein 1 Service
The Salesforce platform to manage Case Management, Work Orders, Warranties, SLA’s, and any other needs in your Service process.

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Service Cloud Voice
With Service Cloud Voice, agents can answer and make calls and resolve customer issues directly from the Service Console and boost agent productivity with automation and AI. Service agents can easily gather customer information from various sources such as voice calls, email, chatbots, web chat, social media, online communities, SMS messaging, and more. Integrate your call center with out-of-the-box telephony integration with Amazon Connect or various partners on the Salesforce AppExchange. 

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Omni-Channel Case Management & Digital Engagement
These days, your customers are using multiple channels of communication, so you need to be prepared to meet them where they are at, whether that be SMS, Social or Web Chat. With Digital Engagement you can reach customers across channels with inbound messaging, outbound messaging, chat, and chatbots.

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Analytics & Reporting
With Service Performance Dashboards, you can provide service leaders with visibility into KPIs like CSAT, average time to close, total escalated cases, and more while the Conversation Analytics Dashboard can help your service agents visualize common contact reasons by support volume. There are plenty of ways you can empower your service teams with reports, analytics, and insights with intelligent service operations.

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Self Service Experience
Ample Case deflection takes the burden off your support team. Having a self-service Customer Community, Help Center, or Authenticated Portal will free up your team for the support cases that need human interaction.

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Slack for Service
Effective internal communication can greatly enhance your speed-to-close on Cases. The power of Slack with Salesforce gets your team to a quicker resolution. Slack for Service helps you improve the flow of work with automation, and onboard new agents faster with centralized knowledge.

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Customer Service AI
Integrate AI seamlessly into workflows to boost agent efficiency and enhance customer satisfaction. Utilize Einstein Copilot, your CRM AI assistant, to summarize support interactions and create helpful knowledge articles. Resolve cases faster and scale 24/7 support across channels with AI-powered chatbots.

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Document Generation
Empower your sales and service teams with seamless document generation and eSignature capabilities using tools such as Conga Composer, Conga Sign, and Docusign. Say goodbye to manual document creation and signing processes that consume valuable time and resources. With these products integrated directly into Salesforce, you can transform your document workflows and accelerate your business processes effortlessly.
Form Builders
Formstack, an easy to use form builder that integrates with Salesforce, is worth its weight in gold. With Formstack you can dynamically pre-fill forms, generate and update records, and connect to any standard or custom object without leaving your Salesforce account.

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Our Expertise


Our Clients Say

“It is always nerve-racking to hire a new consultant and not know what you are getting. That being said, the clear real-world examples Kelley Austin provided made their hands-on experience and grasp of the products very clear. Once we hired them, we hired them again and again, because they DELIVER.”
— Membership Association Client