Activity Forums Salesforce® Discussions Explain the customization in Salesforce Service Cloud.

  • Avnish Yadav

    September 26, 2018 at 6:32 am


    Salesforce offers Service Cloud as Software as a Service. Service Cloud is built on the Salesforce Customer Success Platform, giving you a 360-degree view of your customers and enabling you to deliver smarter, faster and more personalized service.

    With Salesforce Service Cloud, you can create a connected knowledge base, enable live agent chat, manage case interactions –  all at one platform. You can have personalized customer interactions or even up-sell your products/ services based on his/her past activity data.

    Now, you may be wondering how to access Service Cloud. Let me walk you through the steps to access a Service Cloud Console.
    Step 1: Login to
    Step 2: Create a SF Console App
    Step 3: Choose its display
    Step 4: Customize push notifications
    Step 5: Grant users Console Access – Sc User


  • Parul

    September 28, 2018 at 6:48 pm

    Customization in service cloud

    •any feature or functions which are not available as a part of application and the application needs to extend refers to customization.

    •despite you configured the things there are few actions which are not achievable and it results into adding some custom code, which results in Customization.

    • Adding triggers on the object to perform some action is called customization

    • Adding Apex Code which will generate a vCard from a given Contact is called Customization.

  • shariq

    September 28, 2018 at 8:48 pm

    addition to being a pioneer in cloud-based sales force automation, Salesforce is the recognized leader for CRM customer engagement. With Service Cloud, you can automate service processes, streamline workflows, and surface key articles, topics, and experts to transform the agent experience. Connecting one-to-one with every customer, across multiple channels and on any device, was never easier.

  • vishakha

    October 31, 2022 at 11:30 am

    To know the customization in Salesforce service cloud for your team, you will need to identify the objects that your team will be using. You may also need to make changes to standard fields. Consult the experts of service cloud

  • GetOnCRM

    February 20, 2023 at 10:46 am

    Salesforce Service Cloud is a platform for managing customer service and support operations in the cloud that aids organizations. In Salesforce Service Cloud, customization can mould the system to a company's unique requirements.
    Here are some examples of customization options available in Salesforce Service Cloud:

    1. Custom Fields and Objects: Custom fields and objects can be made by businesses to hold particular data that is unique to their operation or sector. Businesses may be able to collect and manage data more effectively and help guarantee that the appropriate data is recorded.
    2. Customization of User Interface: To give users a tailored experience, the user interface (UI) can be modified. To increase productivity and efficiency, it offers the flexibility to rearrange fields, modify page layouts, and build custom tabs.
    3. Custom Workflows and Processes: To automate company operations and increase team efficiency, customized workflows and processes can be developed. Businesses can, for instance, set up automated approvals, communications, and escalations depending on particular rules and standards.
    4. Integration with Other Systems: A 360-degree perspective of the customer can be obtained by integrating Salesforce Service Cloud with other business platforms to share data. Integration with an organization's ERP, marketing automation platform, or accounting software may be a part of it.
    5. Customization of Reporting and Dashboards: It is possible to generate personalized reports and dashboards that offer visibility into important KPIs and indicators. Businesses can use it to monitor performance, spot patterns, and make data-driven choices.

    Salesforce Service Cloud provides a range of customization options to let companies set up the platform to suit their unique requirements. The creation of unique fields, objects, workflows, and user interfaces, as well as the incorporation of other systems and the creation of unique reports and dashboards, are all examples of customization. Businesses can increase effectiveness, productivity, and customer happiness by utilizing these customization possibilities.

  • Shuvam

    May 23, 2023 at 12:56 pm

    Imagine Service Cloud as a multi-tool. It has many uses out of the box, but the real magic happens when you start tailoring it to your needs.
    First up, you've got 'Cases'. Think of them as individual customer puzzles to solve. You can tweak how these are created, handled, or escalated based on your business's unique style. Maybe you want cases from VIP clients to automatically go to your top support rep – that’s something you can set up!
    Next, you have 'Knowledge Base'. Picture this as your company's personal Wikipedia, housing solutions to common customer issues. You can fill it with articles, FAQs, even video guides. It's up to you what goes in there and how it's organized.
    Finally, there's 'Omnichannel Routing'. It's like an air traffic controller for customer interactions. Whether a customer reaches out via email, chat, phone, or social media, this feature makes sure their query lands with the right agent at the right time. You can fine-tune the rules for how this works based on your team's strengths and workload.
    In essence, customization in Service Cloud is all about making the tool fit like a glove for your business. It’s not one-size-fits-all – it’s whatever size you need it to be!

  • Shuvam

    May 24, 2023 at 12:13 pm

    The customization in Salesforce Service Cloud allows you to make changes to better align the platform with your business needs.
    For starters, you can create custom objects and fields. These are unique elements that capture specific information about your business operations. You can also change the layout of your pages. That means you can arrange the fields and sections in a way that's most convenient for your team.
    There's also a feature to automate your business processes. Tools like Process Builder and Flow Builder can automate tasks, like sending an email when a case status changes, or auto-assigning cases based on criteria you set. Salesforce Service Cloud lets you customize your service channels too. You get to choose how customers contact you, whether that's by email, phone, or social media.

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