Salesforce Clouds

Service Cloud

AQBEE implements Service Cloud solutions that unify voice, chat, email, social, and self-service into a single agent workspace. With Einstein AI for case classification, next-best-action recommendations, and Agentforce autonomous resolution, we help enterprises reduce case handling time, boost CSAT scores, and scale support operations efficiently.

Capabilities

What We Deliver

Omnichannel Routing & Agent Workspace

Configure skills-based routing across chat, email, phone, social, and messaging channels with a unified agent console that surfaces complete customer context.

Einstein Case Classification & Routing

Automatically categorise, prioritise, and route incoming cases using NLP models trained on your historical case data, reducing manual triage effort by up to 70%.

Knowledge Management & Self-Service

Build an AI-powered knowledge base with Einstein Search, auto-suggested articles, and Experience Cloud self-service portals that deflect routine enquiries.

Field Service Management

Optimise dispatching, scheduling, and mobile workforce management with Field Service Lightning, including AI-driven appointment booking and predictive maintenance alerts.

Service Analytics & SLA Tracking

Monitor real-time KPIs — CSAT, FCR, AHT, SLA compliance — with pre-built Tableau CRM dashboards and Einstein Discovery anomaly detection.

Swarming & Incident Management

Enable cross-functional swarming for complex issues with Slack integration, incident tracking, and automated escalation workflows.

Real-World Applications

How We Apply It

AI-Driven Claims Triage for Insurance

An insurance carrier uses Einstein Case Classification to auto-categorise incoming claims by type, severity, and coverage line, routing complex claims to specialist adjusters and auto-approving low-risk claims.

Key Highlight

Einstein NLP classification model trained on 500K+ historical claims, integrated with Agentforce for autonomous low-complexity claim resolution.

Proactive IoT Service for Manufacturing

A heavy-equipment manufacturer monitors sensor telemetry via Data Cloud and triggers predictive maintenance cases in Service Cloud before failures occur, reducing unplanned downtime by 45%.

Key Highlight

Data Cloud streaming ingestion of IoT signals combined with Einstein Discovery predictive models to anticipate component failures.

Unified Support for Global SaaS Platform

A technology company consolidates 12 regional support queues into a single omnichannel Service Cloud instance with multilingual Einstein Bots, achieving 40% case deflection and 15-point CSAT improvement.

Key Highlight

Einstein Bots with multilingual NLU, backed by Agentforce autonomous agents for tier-1 resolution and seamless handoff to human agents.

Case Studies

Service Cloud Success Stories

See how we've delivered measurable results with Service Cloud.

Intelligent Claims Automation for Property & Casualty Insurance

62% reduction

Claims Cycle Time

Insurance

Intelligent Claims Automation for Property & Casualty Insurance

Guardian Shield Insurance

Guardian Shield processed 180,000 property and casualty claims annually with an average cycle time of 23 days. The claims workflow was heavily manual — adjusters spent significant time on data entry, document review, and status updates. Customer satisfaction scores were declining as policyholders expected real-time transparency, and the company was losing market share to insurtechs offering faster, digital-first claims experiences.

Service CloudFlow OrchestratorEinstein AIAgentforce

Cloud Contact Centre with Amazon Connect & Service Cloud Voice

TrueNorth Insurance Group

TrueNorth, a multi-line insurance carrier handling 45,000 inbound calls per month, was running a 10-year-old on-premise PBX system that required dedicated hardware, costly maintenance contracts, and a team of three full-time telecom engineers. The system had no integration with Salesforce — agents manually looked up callers, re-entered data, and toggled between five screens per call. Average handle time was 9.2 minutes, first-call resolution was 61%, and the company was paying $380K annually for PBX maintenance alone. Remote work was impossible, limiting hiring to agents near the single office location.

Amazon ConnectService Cloud VoiceSalesforce Service CloudAmazon Transcribe

Read Case Study

Telehealth and Remote Patient Monitoring Platform for Regional Health System

38% → 11%

Missed Appointment Rate

Healthcare

Telehealth and Remote Patient Monitoring Platform for Regional Health System

BridgeCare Health Network

BridgeCare served 18 rural counties where patients often drove 90+ minutes for routine follow-ups. The health system had no virtual care capabilities, and chronic disease patients — particularly those with diabetes and heart failure — were missing follow-up appointments at a 38% rate. Remote patient monitoring data from home devices sat in vendor portals that clinicians never checked, and readmission rates for chronic conditions were 22% above the state average.

Health CloudTwilio VideoMuleSoftEinstein AI

Read Case Study

View all case studies

Need Help with Service Cloud?

Our certified experts are ready to help you implement and optimize Service Cloud for your organization.

Get in Touch