Service Cloud - Performa IT

Services & Solutions › Salesforce Clouds & Solutions › Service Cloud

Create exceptional customer experiences,
every time.

Whether you’re delivering support over the phone, email, live chat or self-service portals – Service Cloud brings all your channels into one intelligent platform, designed to delight your customers and empower your team.

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Deliver connected service experiences

From case management and omni-channel routing to knowledge bases and AI-powered recommendations – Service Cloud gives your team everything they need to serve smarter, faster and more personally.

Key features we help you unlock

Automated Case Handling

From creation to resolution

AI Recommendations

Speed up first contact resolutions

Omnichannel Tools

Phone, email, chat, bots, portals

Knowledge Management

Give agents and customers the answers they need

Analytics & Dashboards

See performance in real time

Why partner with Performa?

Our UK-based Salesforce experts have been implementing, optimising and supporting Service Cloud for over 14 years. We work across 30+ sectors and understand what modern customer service teams really need – not just out-of-the-box features, but tailored solutions that fit your people, your process, your customers.

Talk to an expert

45% case deflection with Salesforce AI

“We want to ensure that our human agents are used in exactly the right places, as travel is a uniquely human experience”

Kate Donaghy, Head of Business, Secret Escapes

Read the story

35% Time Savings: 5 Million Cases per Year

“Salesforce keeps our business running. Over the eight years we’ve built some really exciting things together, and it’s always been collaborative – a true partnership.”

Adam Hooper, Head of Central Platforms, DPD UK

View the story

Frequently asked questions

What is Salesforce Service Cloud used for?

Salesforce Service Cloud is a customer service and support platform that helps businesses manage cases, communicate with customers across channels, and deliver faster, more personalised service experiences.

How quickly can Performa implement Service Cloud?

Implementation time varies depending on the scope and complexity, but small-to-medium projects can often be delivered in weeks. We always provide a clear roadmap and timeline from the start.

Can you integrate Service Cloud with our existing tools (e.g. phone, chat, ERP)?

Absolutely. We specialise in seamless integrations across CRMs, telephony, email systems, chatbots, and third-party business tools. The goal is a unified service environment with no siloes.

Do you offer training for our customer service agents?

Yes! We offer tailored Salesforce training for agents, team leads, and admins to ensure your team feels confident using the platform effectively from day one.

How can Service Cloud help improve our response times?

With automated case assignment, AI-powered suggestions, and unified customer records, Service Cloud significantly reduces the time it takes agents to access the right information and respond to queries.

What if we already have Salesforce but haven’t used Service Cloud before?

No problem. We can review your current setup, design a plan to introduce Service Cloud, and integrate it with your existing Salesforce environment – with minimal disruption to your day-to-day operations.

Is Service Cloud suitable for small support teams?

Yes. Service Cloud is scalable, making it a great fit whether you’re a small support team or a large contact centre. We’ll tailor the setup to suit your current needs and future plans.