Engage Customers with Service Cloud
Learning Objectives
How Service Cloud Helps with Digital Engagement
Even though each digital engagement journey for a customer includes marketing, selling, and servicing, Sita focuses on service. Based on the stats and feedback she’s received, transforming service for Ursa Major Solar is her number one priority.
To get started with digital engagement for service, Sita turns to her rock star admin, Maria Jimenez. Maria has set up several Salesforce features for Ursa Major Solar, and she’s ready to share how Service Cloud can help with digital engagement.

First, since Salesforce is already in use, a number of digital engagement tools are available to set up. Maria may need to purchase a few new user or feature licenses, but everything she needs to help Ursa Major Solar engage and support customers in the digital realm is a few clicks away.
Service Area | Description |
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Service Cloud Platform |
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Service Cloud Messaging |
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Service Cloud Embedded Service for Web or Mobile Apps |
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Salesforce Self-Service |
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Service Cloud Chat |
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Social Customer Service |
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Service Cloud Einstein |
|
Sita is impressed with Service Cloud’s areas to support the digital realm. But she wonders where email and phone fits in. “Aren’t email and phones digital?” Maria assures her that email and telephony are traditional channels for service that often fall into the realm of digital engagement. Both email and telephony are part of multichannel service available with Service Cloud.
Engagement Options with Service Cloud
Maria dives a little deeper into specific Service Cloud features and how they help with customer engagement. Learning about these features will help Sita and the service team decide what to implement.
Service Area | Description |
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Service Console |
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Salesforce Mobile app |
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Omni-Channel |
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Call Center |
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Email-to-Case |
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Web-to-Case |
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Experience Cloud Sites |
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Social Customer Service |
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Messaging |
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Chat |
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Embedded Service |
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Einstein Bots |
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Einstein Case Classification |
|

Now that Sita has a better idea of what digital service options are available with Service Cloud, she asks Maria to help her start planning for digital engagement.
Resources
- Salesforce Help: User Licenses
- Salesforce Help: Feature Licenses Overview
- Salesforce Help: Lightning Service Console
- Salesforce Help: Marketing Cloud, Commerce Cloud, and Service Cloud Integration