Transform your Case Management processes with expert Salesforce Service Cloud consultants at CloudMasonry. Partnering with CloudMasonry’s Salesforce Service Cloud consultants guarantees a tailored, scalable solution that addresses your current requirements and anticipates the demands of the future. Our comprehensive Salesforce Service Cloud consulting services include:

  • Service Cloud Implementation: Ensure a nimble and smooth Salesforce Service Cloud implementation, customized to your organization’s unique requirements, with our expert guidance and support to increase case management efficiency across the organization.
  • Service Cloud Configuration and Customization: Maximize the potential of your Service Cloud platform by leveraging our consultants’ expertise in configuring and customizing Salesforce Service Cloud and Communities to align with your specific needs and goals.
  • Service Cloud Integration: Seamlessly integrate Salesforce Service Cloud with your existing systems, processes, and workflows to create a unified and efficient customer service ecosystem across your organization.
  • Service Cloud Optimization: Benefit from our Salesforce consultants’ insights to identify areas of improvement, implement best practices, and optimize your Service Cloud solution for peak case management efficacy and scalability.
  • Service Cloud Training and Adoption: Accelerate user adoption and productivity with customized training programs and support materials designed to enhance your team’s Salesforce Service Cloud proficiency.

Our business process focused approach ensures that our client’s Customer Success teams work closely with our consultants to develop a bespoke, scalable solution that accommodates both present needs and future aspirations. Elevate your organization’s case management efficacy with the support of CloudMasonry’s industry-leading Salesforce consultants. Reach out today to discover how our Salesforce Service Cloud consulting services can transform your case management processes to increase self-service, customer retention, and service excellence.

CloudMasonry By The Numbers

46 +
148 +
4.9 /5
427 +
Successfully Completed
Salesforce Projects
128,644 +
Hours of Consulting
Services Provided
89 %
Of Our Customers Use Us
For More Than One Project


Salesforce Service Cloud Certification Badge

CloudMasonry assists organizations in their implementation of Salesforce Service Cloud. Our approach to system design is to balance the need for simple and efficient user experiences with the need for robust data and reporting capabilities demanded by modern enterprise organizations.

Salesforce Service Cloud engagements bring our resources into partnership with our client’s support and call center teams to collaboratively design and build a bespoke scalable solution that meets the needs of users today, with an eye on accommodating the requirements of tomorrow.

Case Management

Organize your data and provide your users a 360-degree view of your current customers. See the complete history of every customer account, their purchase history, entitled level of support, and previous support interactions. Never again will the right hand not know what the left is doing.

  • Lightning Service Console
  • Case Management
  • Service Process and Automation
  • Contracts | Assets | Orders | Entitlements
  • Predictive Sorting | AI Solutions

Service GPT

Apply Generative AI, NLP, and ML to Case Management through trusted CRM data at scale to achieve customer success excellence. 

  • Automatically Generate Personalized Agent Responses Embedded with CRM Data
  • Auto Generate Case Summaries
  • Summarize Support Interactions and Automate Knowlege Article Creation

Case Tracking and Resolution

Increase the efficiency of your support professionals by providing them with a world class case management and collaboration tool. Capture, route, and resolve customer issues while capturing the metrics needed to determine employee performance, identify customer attrition risks and elevate opportunities for upsells and revenue generation.

  • Omnichannel Routing
  • Workflows and Approvals
  • Upsell | Cross Sell Opportunities

Support Entitlements and Escalations

Never again place a customer relationship at risk by missing a service level agreement (SLA) milestone. Allow Salesforce Service Cloud to provide visibility to those issues at risk of slipping through the cracks.

  • Customer Assets and Orders
  • Contracts | SLAs
  • Service Entitlements | Support Milestones | Case Escalations 

Customer Communities / Self Service

Reduce the cost of supporting your customers by providing them the ability to find the answer to common questions and see the progress of their reported issues without ever picking up a phone or sending an email.

  • Customer Community Case Management
  • Salesforce Knowledge Management

Telephone / IVR Integrations

Increase the throughput of your existing support professionals by integrating the routing and logging of both inbound and outbound phone calls.

  • Automated Dialing | Call Pops | On Screen Call Transfers
  • VoiP Telephony Integrations | Soft Phone Integration | Service Cloud Voice
  • Resource Availability and Skill Based Routing

Digital Engagement

Stay connected with your customers across various digital platforms. Provide seamless service through social media, mobile messaging, and chat.

  • Social Customer Service
  • Mobile Messaging | Live Chat | Omni-Channel Engagement
  • Einstein AI | Next Best Action 

Service Analytics and Reporting

Make data-driven decisions to improve your service operations. Track key metrics, identify trends, and continually optimize your service processes.

  • Business Intelligence Tool Integration
  • Service Reports and Dashboards
  • Service Analytics | Einstein Analytics

Client Success Stories