SERVICE CLOUD

Service Cloud automation that gives agents context and customers faster resolution

Case management, routing, messaging, and feedback automation that connects to the customer profile.

Modernise your service workflows All services

Faster resolution comes from context, not just speed. Ludx Digital connects identity, case data, channels, and feedback so agents start every interaction informed — and so AI has clean processes to build on.

THE PROBLEM

Service teams lose time on manual routing, duplicate profiles, and poor case context.

  • Cases arrive without identity resolution, so agents rebuild context that should already exist.
  • Feedback (CSAT/NPS) is collected but disconnected from the cases and journeys that should act on it.
  • Messaging, Web-to-Case, and digital channels are bolted on rather than designed into the operating model.
THE LUDX DIGITAL APPROACH

We redesign service processes around context and automation: resolve identity, route intelligently, link feedback to action, and give agents a console that surfaces the right information — with AI assistance where it earns its place.

Capabilities

  • Service Cloud process design and optimisation
  • Web-to-Case and Contact Us API flows
  • Case classification, routing, queues, escalation, and SLA processes
  • Messaging and WhatsApp / digital engagement flows
  • Messaging session linkage to customer profiles
  • CSAT/NPS capture and service-recovery automation
  • Agent console UX and Lightning Web Components
  • Cross-org case routing, reporting, and operational monitoring
TYPICAL USE CASES

Where Service Cloud Automation delivers value

  • Context-rich case routing

    Identity resolution and classification route cases to the right queue with full customer history attached.

  • Closed-loop CSAT

    Feedback journeys trigger from service events and route low scores back into service-recovery cases.

  • Agent productivity console

    LWC-based console surfaces orders, history, and next best action in one place.

TECHNICAL CONSIDERATIONS
  • Routing, Omni-Channel, and queue / escalation design
  • Identity resolution and Person Account linkage
  • Web-to-Case and inbound API patterns
  • Messaging session and digital channel architecture
  • Reporting, dashboards, and operational readiness

Related Salesforce clouds

  • Marketing Cloud
  • Data Cloud
  • Experience Cloud
  • Agentforce
RELATED SERVICES

Services that work well together

MARKETING CLOUD

Marketing Cloud Journeys

Lifecycle and transactional journeys triggered by real behaviour, not static lists.

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AGENTFORCE & AI

Agentforce & AI Apps

AI agents and custom apps that act on Salesforce data — with governance and human oversight built in.

Explore
DATA CLOUD

Data Cloud / Customer Intelligence

A unified, consent-aware customer profile — the foundation for personalisation and AI.

Explore

Ready to make Salesforce more intelligent?

Book a focused discovery call to identify where AI, commerce, service, marketing, and data can work harder in your Salesforce estate.

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