---
schema_version: "1"
id: 5ab50b2ab783c4d9a6eec8d7f91ef9545ca818c99c95eda1ff242df4f1afad52
title: Agentforce Service Documentation
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/service_cloud.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.service_cloud.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 09e9cc04f91a730954572193b5c092ff1ab3212d39ac6fb47f89318481e1994a
description: Give your customers the information and support they need with Agentforce Service (formerly Service Cloud)—the customer service application that you can customize to fit your needs.
products:
  - Service Cloud
release: "264"
---
# Agentforce Service Documentation

Give your customers the information and support they need with Agentforce Service (formerly Service Cloud)—the customer service application that you can customize to fit your needs.

With Agentforce Service, you can choose how your customers reach you—by email, phone, messaging apps, self-service sites, chat, text, and more. To keep your customers satisfied when they do contact you, AI agents can be configured to provide 24/7 support. When cases need to be escalated to a live service rep, Agentforce Service makes sure that your service reps have all the tools they need to respond efficiently to customer questions and requests. Agentforce Service boosts productivity, allows communication on multiple channels, and supports solving issues in the field.

![Graphic showing a console, customer channels, and a truck.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/basics/service_cloud_graphic.png)

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              <span style="vertical-align:text-bottom;display:inline-block;"><img style="width:35px;margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/help.png" alt="Help resources. Icon."></span>
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            <td class="slds-cell-wrap" style="text-align:left;vertical-align:top;">
              <p>Dive deeper into Salesforce Help.</p>
              <ul>
                <li><a href="https://help.salesforce.com/s/articleView?id=service.service_cloud_def.htm&amp;release=264.0.0&amp;type=5" title="When we talk about service at Salesforce, we’re talking about Agentforce Service—a powerful platform of tools and processes to help you help your customers.">What’s Service?</a></li>

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              <span style="vertical-align:text-bottom;display:inline-block;"><img style="width:20px;margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/video.png" alt="Video resources. Icon."></span>
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            <td class="slds-cell-wrap" style="text-align:left;vertical-align:top;">
              <p>See this feature in action.</p>
              <ul>
                <li><a href="https://salesforce.vidyard.com/watch/Dvzf1aKeWsvi9C14YM22ah" target="_blank">Learn the Basics of Lightning
                    Service</a></li>

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              <span style="vertical-align:text-bottom;display:inline-block;"><img style="width:20px;margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/trailhead.png" alt="Traihead resources. Icon."></span>
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            <td class="slds-cell-wrap" style="text-align:left;vertical-align:top;">
              <p>Use Trailhead to build and test your skills.</p>
              <ul>
                <li><a href="https://trailhead.salesforce.com/trails/service_cloud_move" target="_blank">Get Started with Service for Lightning
                    Experience</a></li>

                <li><a href="https://trailhead.salesforce.com/content/learn/trails/expand-service-cloud-with-digital-engagement" target="_blank">Expand Service with Digital
                    Engagement</a></li>

                <li><a href="https://trailhead.salesforce.com/trails/field_service" target="_blank">Get on the Road with Field Service </a></li>

              </ul>
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![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png)

Note Service Cloud is now Agentforce Service. You may see references to Service Cloud in Salesforce applications and documentation.

- **[Learn About Agentforce Service](https://help.salesforce.com/s/articleView?id=service.service_learn.htm&release=264.0.0&type=5)**  
    The first step in implementing Agentforce Service (formerly Service Cloud) is learning what it does. Let’s take a look at what Agentforce Service has to offer businesses of all sizes.
- **[Set Up Service Basics](https://help.salesforce.com/s/articleView?id=service.support_admins_intro.htm&release=264.0.0&type=5)**  
    Get started with key features of Agentforce Service (formerly Service Cloud) that help you deliver fast customer service. Try one of our assisted setup tools, publish a knowledge base, and create a console to serve as the home base for your service reps. Then, design your case management approach with rules, queues, and Omni-Channel routing.
- **[Create Communication Channels for Service](https://help.salesforce.com/s/articleView?id=service.support_service_channels.htm&release=264.0.0&type=5)**  
    Agentforce Service (formerly Service Cloud) offers many ways for your customers to contact you, including phone, web chat, WhatsApp, and SMS. Set up a mix of channels to make it easier for customers to reach you.
- **[Set Up Tools for Support Teams](https://help.salesforce.com/s/articleView?id=service.support_productivity.htm&release=264.0.0&type=5)**  
    Set up customer service tools to help your support team do what they do best: help customers. Mix and match AI solutions such as Agentforce agents with quick-win Service Console features like macros.
- **[Track Service Metrics](https://help.salesforce.com/s/articleView?id=service.support_metrics.htm&release=264.0.0&type=5)**  
    Without current data, running an efficient customer service operation is impossible. Create reports and visualizations that help you track service activity and KPIs in real time, with a little help from AI.
- **[Extend Agentforce Service](https://help.salesforce.com/s/articleView?id=service.support_extend.htm&release=264.0.0&type=5)**  
    Build out your implementation of Agentforce Service (formerly Service Cloud) with specialized features such as HR Service, Feedback Management, and Service Catalog.