Service Cloud

The Problem with Most Service Operations

Your support team is stretched. Agents jump between five systems to find context that should be in one place. Cases get routed to the wrong queue, sit unassigned, or bounce between teams before a customer gets a response. You can't scale by hiring forever, and your customers won't wait.

Digital Mass builds Service Cloud environments that route the right case to the right agent with the right context, every time, and deploy AI agents that handle the volume your human team doesn't have to.

What We Build

Case Management Architecture

Custom case lifecycles, SLA enforcement rules, escalation logic, and priority queues built around your actual service tiers.

Omni-Channel Routing

Unified queue management across phone, email, chat, SMS, social, and messaging apps. Skill-based routing that matches case complexity to agent capability.

Knowledge Management

Article authoring workflows, versioning, feedback loops, and Einstein Article Recommendations surface the right answer at the moment an agent needs it.

Agentforce for Service

Deploy autonomous AI agents that handle Tier 1 inquiries end-to-end across every channel and escalate intelligently with full context when human judgment is needed.

Field Service Lightning

Scheduling optimization, mobile workforce management, parts and inventory tracking, and work order-to-invoice automation.

Self-Service Portals

Experience Cloud customer portals with case submission, knowledge base access, order status, and community-driven support.

Common Pain Points We Solve

• "Our agents spend half their time looking for information across multiple systems."
• "We have six support channels but no unified view of what customers have already told us."
• "We can't scale support without hiring, and we can't keep hiring."
• "Our field technicians are scheduling themselves in spreadsheets."
• "We launched a customer portal but no one uses it."

Outcomes

• First-contact resolution rates increase when agents have complete customer context
• CSAT improves with consistent, fast responses across every channel
• Tier 1 case volume handled by Agentforce without human involvement
• Field technician utilization improves with optimized scheduling and mobile access
• Customer effort scores drop with well-designed self-service

Typical Engagement Phases

Sprint Zero: Case volume and channel audit, SLA documentation, current routing assessment, knowledge base inventory, and delivery roadmap.

Core Service Cloud: Case management architecture, SLA rules, queue setup, omni-channel routing, agent workspace configuration.

AI, Knowledge & Self-Service: Agentforce Service Agent, Einstein Article Recommendations, Knowledge authoring workflows, Experience Cloud self-service portal.

FSL & Launch: Field Service Lightning scheduling, mobile app configuration, work order automation, UAT, training, and go-live.

Technology

Salesforce Service Cloud, Omni-Channel, Agentforce Service Agent, Field Service Lightning, Experience Cloud, Knowledge, Einstein Article Recommendations, Einstein Case Classification, CRM Analytics, Tableau