Service Cloud
Support that resolves cases faster and keeps customers informed
We design Service Cloud around your support tiers and channels so every case reaches the right agent with the context they need.
Kanixa implements Salesforce Service Cloud for support teams: case management, omni-channel routing, entitlements and SLAs, Knowledge, messaging and chat, and self-service portals. We connect service data to sales, billing and product systems so agents see the full customer picture in one console.
What changes when we're done
Measurable engineering outcomes delivered for your business.
The right case to the right agent
Omni-Channel routing by skill, priority and capacity, across email, chat and messaging.
SLAs you can actually track
Entitlements and milestones with clear escalations before deadlines are missed.
Fewer repeat questions
Knowledge articles surfaced to agents and customers in the portal.
Planning a Service Cloud initiative?
Talk through your systems, timeline, and security constraints with a certified Salesforce architect. We will provide an actionable recommendation.
What's included
Scoped to your project. Pick what you need; we'll tell you what you can safely skip.
Fixed-price or dedicated sprint retainer available.
- Case management and console design
- Omni-Channel routing
- Entitlements, milestones and SLAs
- Salesforce Knowledge
- Messaging, chat and email-to-case
- Customer self-service portals
How we deliver
- Step 1
Share your brief
Tell us the goal, the systems involved and the deadline. A short call is enough to start.
- Step 2
Scope and plan
We return a written scope, architecture notes, a timeline and the team who will do the work.
- Step 3
Build in short sprints
Demos every one or two weeks in a sandbox you can click through.
- Step 4
Test and deploy
User acceptance testing, a rehearsed deployment and a rollback plan.
- Step 5
Train and support
Handover documents, training and an agreed support period, or an ongoing retainer.
Available as a fixed-scope project, a dedicated team or a monthly retainer. Compare engagement models.
Start Service CloudRelated work
Real-world results delivered for clients using similar architecture.
Service Cloud: common questions
Have a question that isn't answered here? Ask our team directly.
Can Service Cloud work with our existing phone system?
Usually. We integrate Service Cloud Voice or third-party CTI tools so calls create and update cases automatically.
Talk to us about Service Cloud
A 30-minute call with a Salesforce architect. You'll leave with a clear next step, whether or not we work together.