IMR Soft

Service Cloud

Run customer service from one connected Salesforce workspace

Now Agentforce Service

We design and implement Service Cloud so cases are routed, worked and resolved with full customer context, across agents, guided journeys, self-service and the contact center.

Request a service assessmentContact Us

Agentforce · Service Cloud

Where Agentforce helps service teams

Service Cloud now runs alongside AI agents that answer, summarize and route. We apply them where they add practical value: grounded answers from approved Knowledge, defined actions, and a human handoff with full context.

Each use case is assessed for value, data readiness and control before it is built.

  • Case summaries

    A short summary of the case history for the next agent or supervisor.

  • Classification

    Suggested category and routing, confirmed by rules you control.

  • Approved answers

    Responses grounded in approved Knowledge, with a clear “not available” when no answer exists.

  • Safe handoff

    Sensitive or unclear requests go to a person, with the conversation and case context.

IMR Resolve | Governed Agentforce Service ConciergeAn IMR Soft showcase for Agentforce for Service, on synthetic data. Not a packaged production product.See the showcase

Industry relevance

Service Cloud in the industries we focus on

The service core stays the same. Terminology, processes, data and controls change by industry.

Value / Our expertise

What we build, and the outcome it serves

One connected service workspace, from the channel a request arrives on to resolution or a handoff with context. We select what your service model needs; not every engagement uses every capability.

  1. 01

    Channels

    Phone, email, chat and portal

  2. 02

    Routing

    Omni-Channel, skills-based routing, queues and presence

  3. 03

    Service workspace

    Service Console and Case Management

  4. 04

    Knowledge and context

    Knowledge and secure backend lookups

  5. 05

    Automated actions

    Flow, guided actions and approvals

  6. 06

    Resolution or handoff

    Resolved, or handed to a person with context

Service pillars

Capability areas that shape the service model

  • 01

    Customer service operations

    Problem

    Ownership, routing and escalation depend on who picks up the case, service levels are tracked by hand, and leaders cannot see backlog and workload in one place.

    Case Management, the Service Console, Omni-Channel routing, Knowledge, entitlements and milestones, configured around your service model.

    Skills-based routingQueues and presenceEscalation rulesEmail-to-Case and Web-to-Case
    Outcome

    Consistent handling, clear ownership and operational control.

  • 02

    Customer context

    Problem

    Customer history, products and open issues sit in separate systems.

    Related records, service history and secure backend lookups in the agent's view at the moment of contact.

    Service ConsoleRelated recordsMacros and quick actionsUtility bar
    Outcome

    Faster answers with fewer transfers.

  • 03

    Service automation

    Problem

    Simple requests take the same agent time as complex ones.

    Flow, guided actions, approvals, notifications, assignment and escalation rules for the work your teams repeat every day.

    FlowApprovalsApex where justifiedLightning Web Components
    Outcome

    Fewer manual steps and repeatable workflows.

  • 04

    OmniStudio guided journeys

    Step-by-step intake and multi-step service requests that pull data from several systems. Where your org is licensed for OmniStudio we use it; where it is not, Flow and Lightning components deliver the same journeys.

    OmniScriptsFlexCardsIntegration ProceduresData Mappers (formerly DataRaptors)
    Outcome

    Guided processes for agents and customers, with the context each step needs.

  • 05

    Digital self-service

    Problem

    Customers call for status and simple requests.

    Experience Cloud portals and authenticated experiences where customers and partners raise, track and resolve requests themselves.

    Experience CloudMessaging and chatKnowledge in the portal
    Outcome

    Routine requests handled without an agent.

  • 06

    Contact Center Modernization

    Problem

    Requests arrive by phone, email, chat and portal, and land in different tools.

    Voice, IVR, routing, screen pop and telephony transition, joined to the same Salesforce service workflows. Part of Service Cloud.

    Outcome

    One service model across voice and digital channels.

Why IMR Soft

How we approach service work

Architecture-led, business-value focused

An architect owns the service design, and each change ties to an agreed service outcome.

Configuration-first, integration-aware

Service Cloud configuration and Flow before custom code, with backend lookups, identity and the contact center designed in.

Governed AI, proof before scale

Agentforce grounded in approved Knowledge, with defined actions and human handoff, proved on one journey before rollout.

Production readiness

Routing, Knowledge and integrations tested, with cutover and rollback planned from the start.

Cross-functional delivery

Service, integration and contact center roles sized to the scope of the work.

What we deliver

What our four services mean for Service Cloud

  • Advisory & Architecture

    Of your service model: case types, channels, routing and service levels.

    • Target service model and roadmap
    • Agentforce and OmniStudio fit, checked against licensing
    Advisory

  • Implementation & Modernization

    Of the service workspace and older service setups.

    • Console, routing, Knowledge and guided journeys configured
    • Older service setups modernized in controlled releases
    Implementation

  • Integration & Automation

    Of the systems and channels around service, with Flow automation for the work agents repeat.

    • Backend lookups through secure APIs and named credentials, with middleware-aware, event-driven patterns, error handling and retries
    • Contact center integration (Agentforce Contact Center or Partner Contact Center, including Amazon Connect), identity and single sign-on
    Integration

  • Managed Services

    Of the live service org after go-live.

    • Administration and production support
    • A governed backlog that keeps the service model current
    Managed Services

Service Cloud questions

Salesforce now calls Service Cloud “Agentforce Service”. The service capabilities your teams know, such as Case Management, Omni-Channel and Knowledge, are part of it.

Next step

Start with a free Service Cloud consultation

Map case types, channels, routing and service levels, and agree where to start. We reply within 24 hours.

Request a service assessment
Back to Salesforce expertise