SVC

Service Cloud

Resolve faster. Know more. Delight every customer.

Ticket management with SLA policies, knowledge base, and survey loops. Cross-channel by default.

See This in Action All Modules

How it connects

Assigning a ticket notifies the agent
Contact tickets are visible from CRM contact detail pages
Survey responses link to contacts for holistic customer health view

What you can do in Service Cloud.

Each area below describes the task it helps your team with and how it connects to the rest of Sentinel.

Tickets

How it connects

Assigning a ticket sends an in-app notification to the agent. Each ticket links to its contact in the CRM.

Features

Filter tickets by status, with live counts for each
Search tickets, and see each one's priority and channel at a glance
Select several tickets to delete them or export to CSV
Create a ticket with a subject, description, channel, priority, category, contact and assignee

Ticket Detail

How it connects

The first reply moves an open ticket to in progress automatically. The contact panel links to the CRM, and status changes are recorded in the Admin audit log.

Features

Move a ticket through its statuses with one-click buttons
Change the assignee right from the ticket
A conversation thread that keeps customer replies and internal notes (highlighted) separate
Reply to the customer or add an internal note from the same composer
Remove individual messages, leave comments, or delete the ticket

Knowledge Base

How it connects

Sentinel AI can draw on published articles when answering support questions. Article views feed Analytics reporting.

Features

See every article with its category, status, views, how helpful readers found it, author and last update
Filter articles by draft, published or archived, and search by keyword
Write and edit articles with a category, status and tags
Each article gets its own web address from its title

Surveys

How it connects

Survey responses link to contacts for customer health tracking. NPS and CSAT averages appear in the Analytics overview.

Features

See each survey with its type, number of responses and average score
NPS breakdown into promoters, passives and detractors, with the overall NPS
A satisfaction gauge for each CSAT survey
Build surveys with NPS, rating, text and multiple-choice questions
Share a public survey link that anyone can answer without logging in
Pause or reactivate a survey whenever you like

SLA Policies

How it connects

SLA policy details are visible in the Analytics service dashboards.

Features

Set response and resolution targets for each ticket priority
Choose whether a target counts business hours only
Apply sensible defaults to every priority at once with Quick Setup

How Service Cloud connects to the rest of Sentinel

Because every capability shares the same data, Service Cloud works better when the rest of your team is in Sentinel too.

Communication Hub

Unified inbox threads turn into tickets automatically when flagged.

CRM Engine

Every ticket is linked to the customer's full CRM history — no context loss.

Automation Engine

Aging tickets trigger escalation rules, reminders, and reassignments.

Explore other modules

CRM Engine Marketing Cloud Commerce & Quoting Analytics & Reporting AI Engine Communication Hub Automation Engine Integration Framework Document Management Platform & Customisation Admin & Security

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CRM Engine

Marketing Cloud

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See Service Cloud in action.

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