Hire Salesforce Sales Cloud Consultants & Developers
Your Service Cloud,
Always On.
Your Support Teams,
Always Ready.
When your customers need help, your support team should always be ready. If slow systems and broken workflows are costing you time and trust, we can help you out. From fixing routing issues to optimizing case flows, we offer end-to-end Salesforce Service Cloud support and maintenance.
Our Certifications
Work with seasoned, certified Salesforce Service Cloud consultants and specialists who boast significant expertise across the entire Salesforce ecosystem.
Our Service Cloud Support and Maintenance Services
Case Routing Optimization
We can help set up and fine-tune your case routing rules in Salesforce Service Cloud. This makes sure cases reach the right agents based on skills, availability, and more. It helps reduce delays and boost productivity. We continuously monitor and enhance routing to improve customer satisfaction.
What we offer:
- Intelligent case assignment setup
- Rule-based routing and re-routing
- Queue and skill-based distribution
- Priority tagging and escalation rules
- Ongoing optimization and monitoring
Omni-Channel Setup & Maintenance
We offer full setup and ongoing support for Salesforce omnichannel. This includes channels like call, chat, SMS text, social media, and more. Our team will integrate the channels with your call center software. This ensures smooth omnichannel customer support.
Our Omni-Channel services include:
- Initial setup and channel integration
- Real-time channel monitoring
- Load balancing and agent availability settings
- Maintenance and issue resolution
- Cross-channel analytics and reporting
Backup & Recovery
We customize your agent workspace in Service Cloud for optimal efficiency. This includes tailored page layouts, custom apps and components, productivity tools, and more. Our experts work closely with your agents to understand needs. We then make the required workspace enhancements so your team can provide excellent, prompt support.
We help with:
- Console layout design
- Custom components and widgets
- Productivity tools integration
- Click-reduce workflows
- Continuous workspace improvements
SLA Configuration & Monitoring
Achieving service level agreements (SLAs) is crucial for support teams. We can configure SLAs as per your targets and processes in Service Cloud. Our team also sets up real-time monitoring to track SLA compliance. We further recommend enhancements to help continually meet and exceed your SLA goals.
Our SLA services cover:
- SLA rule creation and automation
- Timer and milestone setup
- SLA breach alerts and notifications
- Real-time SLA tracking dashboards
- Reporting and compliance audits
3rd Party App & CTI Integration Support
We specialize in integrating Service Cloud with call center and productivity apps. For example, we can connect Service Cloud to your existing call center software for screen pops, click-to-call, and more. We can also integrate apps like Dropbox, Dialpad, and others with your cloud. This boosts your agents’ efficiency and productivity.
We support:
- App and software integration
- CTI system setup and maintenance
- Integration troubleshooting
- API configuration and testing
- Seamless data synchronization across platforms
Backup & Recovery
Data protection is vital for cloud applications. We offer full backup and recovery services for your Salesforce. Our automated scheduled backups help prevent data loss in case of emergencies. We can also help you recover and restore lost or corrupted data swiftly. This keeps your cloud running smoothly.
Our services include:
- Automated data backups
- Recovery plan development
- Disaster recovery testing
- Secure storage practices
- Quick data restore options
Common Salesforce Service Cloud Issues Businesses Face
(And How We Fix Them!)
Challenge
Customer cases are routed to the wrong agents or sit in queues too long. This leads to delayed responses and unhappy customers.
Our Solution
We set up smart case routing rules that match cases to the right agents based on skills, availability, or region. We also monitor routing logic regularly to make sure everything flows smoothly.
Challenge
Agents struggle to manage chats, emails, calls, and social messages in one place. Important messages get missed.
Our Solution
We configure and maintain an Omnichannel setup where all customer conversations appear in a single view. This helps agents respond faster and never miss a message.
Challenge
Cases aren’t resolved in time, and service level agreements (SLAs) are missed. This affects customer satisfaction and team performance.
Our Solution
We set up clear SLA timers and alerts, so agents know when a case needs urgent attention. We also provide real-time tracking dashboards to help you stay on top of SLA goals.
Challenge
Support data is not backed up regularly. If something goes wrong, important information might be lost.
Our Solution
We set up automatic and secure data backups for your Service Cloud. In case of any issue, we help you recover your data quickly without losing valuable case history.
Want to find out what’s slowing down your Salesforce Service Cloud? Book a free CRM audit!
What Makes Folio3 CRM a Trusted Salesforce Service
Cloud Support Partner?
Our teams have implemented successful solutions across the Salesforce ecosystem, including Service Cloud, for businesses globally. Folio3 CRM is an award-winning Salesforce consulting partner with a consistent track record of customer success.
Our managed services team works as an extension of your team to keep your Service Cloud optimized 24/7. We provide reliability and total peace of mind.
Our credentials speak for themselves:
ISO 9001
Certified Processes to Ensure Reliable Support
ISO 27001
Enterprise-Grade Security
Our Portfolio of Salesforce Solutions
Major Key Technologies, our success is measured by the milestones our clients achieve. Explore how we've empowered businesses with cutting-edge solutions, driving growth and innovation.
We helped Wealth Architects improve their email system by connecting Salesforce with Outlook and Gmail. We set up automatic lead creation from emails and made a custom Salesforce app for secure access. We also added DocuSign to make signing documents easier.
Folio3 helped Electrocore enhance their Salesforce CRM by improving sales cycle tracking and service delivery while ensuring HIPAA compliance. We integrated Salesforce with marketing automation and Oracle NetSuite ERP for a streamlined order-to-cash process. The solution also improved data synchronization and provided better insights for customer engagement.
Trusted by
Industry Leaders Across Sectors
Get Expert Help With Your Salesforce Service Cloud
Global Enterprises Count On Folio3
Majorkey
We used Folio3 over the last 3+ years for many projects, including org merges, complicated workflows and enhancements. Folio3 is was very detailed in the work. They are experts. They can explain complicated tasks so even the novice in the room can understand. Appropriate and reasonable timelines are assigned so that there are no issues with any tasks for transition. The project closed without any hang ups or hold ups and we continue to do enhancements on the application with Folio3.
Sunhero
Folio3 did a great job in scoping the request and keeping communication going throughout the task This was a very ambiguous request and they managed to troubleshoot the issue and explore different options. I would hire them again
FAQs of our Salesforce Consulting Services
Salesforce Service Cloud support refers to specialized assistance to install, customize, optimize, maintain, and manage your Service Cloud. It ensures you maximize value from the platform. Support is critical to:
- Ensure high availability and reliability
- Fix issues quickly if they occur
- Optimize performance for efficiency
- Take advantage of innovations via new features and upgrades
- Make sure you maximize your ROI long-term
Typical ongoing Salesforce Service Cloud support and maintenance includes:
- 24/7 monitoring and proactive optimization
- Testing and applying Salesforce updates/fixes
- Daily/weekly data backups and recovery enablement
- Incident response – troubleshooting issues
- Structural enhancements for scalability
- Customization, integration, and mobile support
- Guidance on new innovations and features
- Regular performance reviews and strategy planning
Common risks of not opting for Salesforce Service Cloud support include:
- Increasing system downtime due to a lack of monitoring
- Losing data or errors building up over time
- Missing key updates leading to compliance/security issues
- Limited internal expertise preventing optimization
- Inability to quickly resolve incidents and problems
- Falling behind rivals using the latest innovations
Cost varies based on specific needs but often starts around $2,500+/month for comprehensive Salesforce Service Cloud support. Packaged plans are also available starting around $30,000 – $60,000 annually, depending on the size of your company and the complexity of your infrastructure.