Service Cloud

Salesforce Service Cloud brings case management,
field service, and AI-powered support into one platform.
PROLIM connects it with your CRM and product data
for seamless service operations.

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What Service Cloud Delivers

Empower service teams with faster, smarter customer support.

Faster Case Resolution

Unified case queue, intelligent routing, and AI-suggested responses – agents resolve issues faster with full customer context on one screen.

Better Customer Experience

Self-service portal, knowledge base, and live chat – customers get answers on their preferred channel without waiting in a queue.

Full Service Visibility

Real-time dashboards on case volume, resolution times, SLA compliance, and CSAT – giving managers the data to improve performance.

Signs Your Service Operations
Need Service Cloud

Cases Tracked in Email and Spreadsheets

No central case system – issues fall through the cracks and response times are inconsistent.

Agents Lack Customer Context

Agents handle cases without visibility into purchase history, open opportunities, or past interactions.

No SLA Tracking or Escalation

SLAs exist on paper – but there’s no automated tracking, alerting, or escalation when deadlines are at risk.

Customers Can’t Self-Service

No knowledge base or self-service portal – every query, however simple, requires an agent to respond.

Field Service Not Connected

Field engineers work from separate systems – job assignments, parts, and customer history not visible in real time.

No CSAT or Performance Data

No visibility into customer satisfaction scores, resolution rates, or agent performance – decisions made without data.

Our Service Cloud Services

Service Cloud Implementation

Configure and deploy Service Cloud – case management, queues, routing rules, SLA policies, and omni-channel setup.

Customer Portal & Knowledge Base

Build a branded self-service portal and knowledge base – letting customers find answers, log cases, and track status without contacting an agent.

Field Service Lightning

Connecting service cases to field engineer scheduling, work orders, parts inventory, and mobile job management.

Sales Cloud & PLM Integration

Connect Service Cloud to Sales Cloud and Teamcenter – giving service agents full visibility into account history, open opportunities, and product data.

Service Analytics & Dashboards

Build real-time service dashboards covering case volume, SLA compliance, CSAT, resolution time, and agent performance.

Managed Support & Enhancements

Ongoing Salesforce administration, SLA monitoring, minor enhancements, and user management – keeping Service Cloud performing post go-live.

Platform Capabilities

Tools for case management, automation, self-service, and field service.

Case Management

Centralized case tracking with routing and SLA monitoring.

Omnichannel Support

Manage email, chat, phone, social, and WhatsApp in one workspace.

Einstein AI

Automate case classification, recommendations, and responses.

Knowledge Base

Provide instant access to support articles for agents and customers.

Self-service Portal

Enable customers to log cases, track status, and find answers.

Field Service Management

Manage work orders, scheduling, and mobile field operations.

SLA Management

Automate SLA tracking, alerts, and escalations.

Reports & Dashboards

Monitor CSAT, case volume, resolution rates, and agent performance.

Why PROLIM for Service Cloud

Expert Salesforce delivery focused on service excellence and customer success.

CRM + PLM Connected Service

PROLIM connects Service Cloud to Sales Cloud and Teamcenter - agents see product history, engineering data, & account context without switching systems.