The support lead at Ridgeline Supply, a US distributor, wants one thing from her service tool. When a customer calls about damaged equipment, the call becomes a case, the delivery team owns it, and anyone can read what happened next.
Salesforce Service Cloud, which Salesforce Help now calls Agentforce Service, is the customer service application built on the Salesforce CRM. It gives reps cases, a console, queues, routing, service channels and AI agents in one place. I worked one real case through it in our Developer Edition org in October 2026.
By the end you will know what Salesforce Service Cloud is, which features matter first, and how a case moves from a phone call to a team queue.