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Service Cloud is a customer service and support platform within Salesforce that helps organizations manage customer service interactions, streamline operations, and provide personalized support using tools like case management, live chat, and knowledge base.
SP2 is a Salesforce Service Cloud update that enhances the platform's features, performance, and security, including improvements in AI tools, reporting, and integrations with other Salesforce products.
Key features include case management, service console, knowledge management, omni-channel routing, AI-powered Einstein bots, and automated workflows.
The Service Console is a unified interface within Service Cloud that allows agents to view customer cases, knowledge articles, and other relevant information in one place to provide faster and more efficient support.
Service Cloud is designed for customer support and service teams, while Sales Cloud is focused on sales teams to manage leads, opportunities, and customer relationships. Both are part of Salesforce's suite but serve different business functions.
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TESTED 21 Jan 2025
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