Salesforce Service Cloud

Transform your contact center and provide exceptional customer experience with Salesforce Service Cloud.


Are your service organization and Salesforce org aligned and set up to deliver personalized support and tailored engagement?

In every industry customers expect organizations to have integrated systems that enable self-service and for agents to have their relevant information at their fingertips. Customers need effective assistance, when they want it, through a variety of channels, and they want it personalized.

Salesforce Service Cloud capabilities can enable the complete support experience for both your customers and internal agents, but the suite of features within Service Cloud are extensive, and knowing what to implement, how to configure it, and in which order can be overwhelming.

Whether you are considering an initial implementation, seeking a customer service solution strategy and roadmap, or looking to expand your existing Sales Cloud capabilities, our flexible, tailored engagements can meet your business needs and objectives.

Your Certified Salesforce Partner

As a certified Salesforce partner, Centric Consulting’s experience and expertise can help you envision, implement, and manage Sales Cloud.

A sample of areas where we assist you to implement and expand Service Cloud include:

Agent Workspaces

Increase efficiency, reduce training time, and ensure agents are spending their time on the highest value-add activities by giving them a 360-degree customer view.

Case Management

Standardize business processes with a robust, out-of-the-box tool that provides complex routing, escalation, and reporting metrics.


Give your customers the information they need through collaboration forums, portals, knowledge transfer and FAQs.

Contact Channels

Leverage the power of omnichannel routing while supporting inbound and outbound contact channels, including native telephony, chat, SMS, and social media messaging.

Our Service Cloud Services

Our Salesforce assessment methodology provides an in-depth analysis of your business processes, customer data, the current state of your Salesforce processes, and the org itself.

The components include configuration, feature usage, license roadmap, architecture, security, and governance.

The resulting Assessment Report details high-level opportunities for Salesforce improvements, including quick wins for the near term and longer-term solutions to further optimize Service Cloud for the future based on your goals.

Salesforce Service Cloud and AI

Salesforce Service Cloud offers AI capabilities that can be leveraged to extend your service organization and provide personalized, relevant support. From Einstein Bots that can handle common requests to recommended actions to reduce case resolution times, Salesforce AI features keep your agents focused on delivering the best experiences.  

An example of the Service Cloud Einstein AI features that we can implement include: 

  • Einstein Bots
  • Einstein Case Classification
  • Einstein Reply Recommendations
  • Einstein Next Best Action
  • Einstein Article Recommendations 

Centric can help design solutions and processes to make the most out of Salesforce’s constantly advancing set of AI capabilities for Service Cloud.

Ready to transform your contact center and provide exceptional customer experience with Salesforce Service Cloud? We can help.



Decoding Salesforce AI: An Executive’s Guide

Need help determining how to make Salesforce AI work for you business needs? We have your guide to understanding what Salesforce AI is, where it can be adopted, and how to use it successfully.

In our on-demand webinar, our Salesforce experts explain how to make sense of Salesforce AI and where to start in your implementation and beyond.


Our Salesforce Experience

year Salesforce partnership
Salesforce certifications
certified Salesforce experts

What Our Salesforce Clients Are Saying About Us.

We’ve been a trusted Salesforce Cloud solution partner for 15+ years and are proud of the 5-star customer reviews we’ve received.



Salesforce Consulting Services

Realize the full value of Service Cloud by integrating it with other Salesforce products.

This will enable you to provide meaningful, connected experiences for your customers on how and when it’s most needed and create a consolidated view of your customer utilizing Salesforce data and other enterprise data from across your technology stack.

Learn about our other Salesforce Consulting Services to unlock the potential of your Service Cloud implementation.

Our Salesforce Consulting Services

We help you implement and manage Salesforce Service Cloud through our tailored engagements that meet your business needs.