SALESFORCE SERVICE CLOUD CONSULTING & IMPLEMENTATION
Build a customer service operation that connects every case, channel, and team
We design and implement Service Cloud solutions that connect case management, channels, self-service, automation, and human support on Salesforce, with the integrations required to resolve customer requests.
Teams we have delivered for
Service Cloud - formerly Agentforce ServiceA connected service operation takes more than case management.
Service Cloud connects cases, channels, routing, knowledge, automation, and human support on Salesforce. We design the underlying service model so requests move through the right process, queue, and escalation path.
Service process and case design
Define request types, case stages, ownership, service levels, and workflows around the way your service operation runs.
Channels, queues, and routing
Connect service channels and route work based on request type, priority, availability, skills, customer context, and business rules.
Knowledge, automation, and escalation
Surface relevant customer and operational context, automate defined steps, and route exceptions or complex requests to human support.
SERVICE CLOUD USE CASES
Where Service Cloud supports day-to-day operations.
From case intake and routing to self-service and rep assistance, Service Cloud supports the service journey on Salesforce.
Case Management & Resolution
Structure customer requests through defined case stages, ownership, service levels, workflows, and escalation paths.
- Case lifecycle
- Escalation paths
Omnichannel Service & Routing
Connect service channels and route work based on priority, availability, skills, customer context, and business rules.
- Omni-Channel routing
- Skills-based routing
Customer Self-Service
Help customers find answers and complete routine requests through knowledge, self-service experiences, and Agentforce 360, with human escalation when needed.
- Knowledge
- Self-service
Service Rep Productivity
Surface case history, customer context, knowledge, summaries, and recommended actions to help service teams resolve work more efficiently.
- Case summaries
- Recommended actions
Case study
In-App Self-Service Support in Migros One
As service demand grew and customer expectations evolved, Migros, one of Türkiye's largest retail groups, wanted to improve back-office ticket productivity, reduce call-center handling times and customer wait times, and enable self-service support within the Migros One mobile app.
Veri Cloud delivered an integrated customer service solution combining Service Cloud, Agentforce 360, Einstein Bot, and Live Agent, with self-service experiences embedded in the Migros One mobile app. The solution connects the app and assisted service channels with dozens of integrations across Migros systems and Salesforce Marketing Cloud.
- 500K+
- CHATS / MONTH
- 300K+
- TICKETS / MONTH
- 2.5
- IMPLEMENTATION LEAD TIME
MONTHS
Average monthly volume processed in the live environment.
01 / 03
Salesforce products used
How we take Service Cloud from operating model to production.
Every implementation starts with a different service model, technology environment, and operational priorities. We shape the delivery path around how cases, channels, routing, automation, and integrations need to work together.
01
Define the service model
Define request types, service channels, ownership, service levels, escalation paths, and the operational outcomes the solution must support.
02
Design the case architecture
Translate the service model into case types, statuses, queues, permissions, workflows, and knowledge structures within Salesforce.
03
Configure channels and routing
Connect the required service channels and configure routing based on priority, availability, skills, customer context, and business rules.
04
Build automation and integrations
Automate defined service tasks and connect Salesforce to the customer, commerce, contact center, and operational systems required for resolution.
05
Test and launch
Validate case flows, routing, permissions, integrations, self service, and escalation scenarios, and confirm operational readiness before a controlled production rollout.
06
Support and optimize
Monitor operational performance, resolve platform issues, refine workflows and routing, and introduce new automation or Agentforce 360 use cases after launch.
Build a connected service environment around your customers and teams.
Tell us the service challenge you need to solve. We'll help scope the right Service Cloud implementation for your operation.
You will be talking to
Ilkay Tuna
Business Requirement Manager, Veri Cloud
We build on Salesforce, not just around it
Enterprise Service Cloud delivery, backed by Salesforce-native engineering.
Builders, not just consultants
We configure, extend, and develop on Salesforce, from case architecture and automation to custom service workflows and interfaces.
Connected to the systems your service teams rely on
We integrate Service Cloud with contact center, commerce, order management, ERP, and the other systems service teams rely on.
Designed for live service operations
We build for routing, permissions, scale, resilience, and human handoff, then support the environment after launch.
CONNECTED CAPABILITIES
Connect Service Cloud to the systems and experiences around it.
Service operations rarely run within one product. We connect Service Cloud to the data, customer experiences, AI, and operational systems each use case requires.
- 01
Agentforce 360
Add autonomous resolution, service-team assistance, and coordinated human handoffs to defined service workflows.
- 02
Data 360
Provide unified customer and business context from Salesforce and external systems where service teams and AI agents need a richer view.
- 03
Self-Service
Extend service processes into customer-facing experiences with access to cases, knowledge, requests, and other self-service workflows.
- 04
Salesforce Integration Services
Connect Service Cloud to ERP, commerce, contact-center, identity, and other operational systems through APIs, middleware, and custom development.
STARTING WITH SERVICE CLOUD
Start with the service problem you need to solve.
Every service operation has different channels, processes, systems, automation needs, and levels of platform maturity. We define the starting point around the operational problem, customer journey, and service outcomes that need to improve.
Build a new service operation on Salesforce
Establish the case model, processes, queues, routing, channels, permissions, knowledge, and integrations required to create a connected service operation.
COMMON SIGNALS
- Disconnected support tools
- Manual case handling
- Limited service visibility
- No consistent service process
Improve an existing service environment
Assess the current environment, identify operational bottlenecks, and refine case workflows, routing, automation, data access, agent workspace, reporting, and integrations.
COMMON SIGNALS
- Inconsistent case processes
- Complex or fragile automation
- Limited operational reporting
- Underused Salesforce capabilities
Expand with self-service and Agentforce 360
Introduce self-service and AI-assisted capabilities into established service workflows, with the required knowledge, actions, guardrails, escalation paths, and human handoffs.
COMMON SIGNALS
- High volumes of routine requests
- Need for customer self-service
- Growing service demand
- Need for controlled AI assistance
Your starting point may be one of these or a phased combination based on your service priorities and operational maturity.
Discuss your Service Cloud starting pointFREQUENTLY ASKED QUESTIONS