We implement Service Cloud around how your support or intake team works: cases from every channel, queues and Omni-Channel routing, a Knowledge base, service levels, and your phones connected so calls land on the case with the recording and summary.
900+ integrations completed · Salesforce partner · We sign BAAs
How a case moves
A call, email, web form or chat creates or updates a case
Assignment rules and Omni-Channel send it to the right queue or agent
The agent works it in the console, with Knowledge and the full history
Resolution, service levels and call metrics on the dashboard
Service Cloud is the part of Salesforce built for support and service teams. The case is the center of it: one record for each request, with its contact, its channel, its status and every touch on it.
We start with discovery. We sit with your agents and managers, write down how requests come in and who handles which kind, and list the service levels you promise. That becomes the design: case record types, statuses, queues, assignment rules, Omni-Channel routing, entitlements and milestones.
Then we connect the channels. Email-to-case and web-to-case turn messages and forms into cases. Chat and texting tools are connected so the conversation lands on the record. Lightning Knowledge holds the answers your agents look up, and the same articles can power a help center for customers to find answers before they open a case.
Phones get careful attention. A phone system can sit inside the Service Console through Open CTI. Where you use CallRail or CallTrackingMetrics, we set up and extend the native Salesforce integration, so each call is logged on the case or contact with its recording and AI call summary. Calls go to a custom activity object, because tasks and events cannot hold long text.
What's included
Record types, statuses, fields, page layouts and close reasons that match your process.
Cases sent to the right team by type, product, location or language.
Work pushed to agents by queue or skill, with capacity and presence statuses set up.
Support inboxes and web forms that create cases with the right fields filled in.
Article types, categories and approval steps, so agents and customers find the same answers.
Service levels tracked on each case, with alerts before a milestone is missed.
A console app with the case, the contact, the history and Knowledge on one screen, plus macros and quick text.
Your phone system in the console through Open CTI, and CallRail or CallTrackingMetrics calls logged with recordings and AI summaries.
First and last click landing page, first and last click referring domain and converting page captured on forms, chats and calls.
Open cases, backlog by queue, milestone status, missed and abandoned calls, and agent activity.
Agents trained on the console with written steps, and support after go-live.
Every system we connect to Salesforce, in one list
CallRail and CallTrackingMetrics native integrations, with recordings and AI call summaries on the lead
Gravity Forms, Jotform and Typeform fills create leads with tracking attached
LiveChat, SnapEngage, Tawk.to and Avochato conversations saved to the lead
Kipu and Sunwave: admissions in Salesforce, clinical in the EMR, kept in step
CollaborateMD, AdvancedMD and HiLite, with insurance payments on the patient
Stripe, PayTrace and PayPal payments recorded on the opportunity
Google Ads, Microsoft Ads, Meta and TikTok leads in, offline conversions out
ActiveCampaign lists and automations that follow Salesforce
Open other systems from the Salesforce record with SSO
Salesforce data in Google Sheets, BigQuery and Looker Studio
No app for it? We build the connection with Apex and the APIs
Book a free call. We walk through how requests reach your team today and show you how Service Cloud would route and track them.
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How it works
Your channels, your team and the service levels you work to.
Priced by project, not by the hour. You approve the scope before we start.
Cases, routing, Knowledge and phone connections built and tested away from live data.
Deployed to production, agents trained, and support after launch.
Working with us
US and overnight hours
Our teams cover all hours, so work keeps moving after your day ends.
AI agents in the workflow
We use AI agents in development and content creation, on a HIPAA-compliant Claude Enterprise license, so builds move faster.
900+ integrations completed
We have done this before, and it shows in how we plan and test.
Free call first
Honest advice before any work starts, even if you never hire us.
Maps how service requests reach your team, then sets up cases, queues, routing, Knowledge, service levels and the console, connects your channels and phones, trains your agents and supports the org after go-live.
Yes. Phone systems can run inside the console through Open CTI. Where you use CallRail or CallTrackingMetrics, we set up and extend the native integration so calls land on the case with the recording and AI summary.
Yes. Once calls are logged in Salesforce, we build dashboards for missed and abandoned calls, call volume by queue and agent activity, next to your case metrics.
Answering questions before a case is opened, through Knowledge articles in a help center or portal. We set up Knowledge so the same articles serve agents and customers.
Yes. Service Cloud runs in the same org, so cases sit on the same accounts and contacts your sales team uses.
Yes. We work out which edition and add-ons your team needs, and we work with Salesforce reps directly to get you the best price we can.
Yes. Journeys Through Search is a Salesforce partner.
By project, not by the hour. The first call is free, and you get a project quote after it.
