Service Cloud

Smarter and Faster support, and Happier customers with Salesforce® Service Cloud

A Happy Customer Is a Loyal Customer

Capture and integrate data from various channels such as social media and your helpdesk into one platform to provide better service.

Omni-channel Support

Deliver instantaneous and personalised customer service via phone, email, chat, and now, the SMS messaging app of their choice with LiveMessage.

AI-Powered Platform

Give service agents a deeper understanding of customers, and managers a complete view of team performance with dashboards and recommendations from Einstein Analytics.

Automation at Scale

Customise and automate any customer service or approval process with drag-and-drop simplicity using Workflow.

Self Service

Lower case volume by 30%* by helping customers find critical answers quickly on their own.

Field Service

Deliver efficient field service operations and cut costs with mobile apps and scheduling.

Digital Engagement

Deliver personalized service at scale with AI-powered chatbots to lower costs across every channel.

Digitize the Contact Center

Reduce costs with your contact center on one platform.

Digital HQ

An all-in-one, single source of truth, on the cloud. Available whenever and wherever.

SF_APAC_LinkedIn_APAC Community Impact Partner of the Year

Salesforce Service Cloud:

The World’s #1 Customer Support Platform

Lightning Service Console

Increase agent productivity with the next generation of agent experience. Put all the information that agents need at their fingertips for a 360-degree view of customers.

Case Management

Manage customer complaints and resolve cases faster with easy visibility into the full context of all cases and a record of every customer interaction — all on a streamlined dashboard or via a customer portal.

Workflow and Approvals

Customize and automate any customer service or approval process with drag-and-drop simplicity using Workflow.

Omni-Channel Routing

Deliver smarter service by automatically matching cases to the agent with the best skill set to solve them.

Telephony Integration

Integrate with the most popular CTI systems. Log notes instantly when customers call. Plus, manage calls from within the console without touching the phone.

Social Customer Service

Monitor and respond faster to customer posts on social media channels like Twitter, Facebook, and Instagram, and deliver automatic service at scale using chatbots.

Automation with Macros

Free up your support agents by automating common, repetitive, multistep tasks to resolve customer issues more efficiently.

Account and Contact Management

Improve customer management by arming agents with critical data about past communication with customers right at their fingertips.

Custom Reports and Dashboards

Make informed decisions with real-time reports. Track cases and customer information for a 360-degree view of the customer.

Beyond Customer Service

In today’s world, customer support cannot be an isolated island. What you learn from your customer support interactions feeds into your marketing as well as sales which in turn impacts service. Salesforce® is the only platform that can offer you one integrated platform which seamlessly connects sales, marketing, and customer service together.

As an authorised Salesforce reseller and partner in Malaysia, we at Lava Protocols have the expertise and experience to help you with your Salesforce implementation or integration with your existing platforms.