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.
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
- Customer Portal & Knowledge Base
- Field Service Lightning
- Sales Cloud & PLM Integration
- Service Analytics & Dashboards
- Managed Support & Enhancements
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.
Engineering Industry Expertise
We implement Service Cloud for companies with complex products, field service teams, and regulated service requirements.
Certified Salesforce Partner
Delivering Service Cloud from scoping and configuration through field service, AI setup, training, and managed support.
Insights
Discover trends, best practices, & expert perspectives from the world of engineering.
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