StoreConnect connects your storefront to Salesforce Service Cloud, so customer service teams have full context when a support request comes in. Order history, subscription status, loyalty balance, and account details are all available in the same Salesforce record the service agent is already looking at.
Case management
Customer service cases are raised and managed as Salesforce Cases, directly linked to the customer's Contact and Order records.
- Cross-store case management — cases from any store appear in a single Salesforce queue; agents don't need separate tools per store
- Order context on cases — agents see the full order, payment, and shipment detail without leaving Salesforce
- Case escalation and routing — use Salesforce case assignment rules, queues, and Omni-Channel routing to direct cases to the right team
- Telephony integration — StoreConnect is compatible with Salesforce-supported telephony providers (Natterbox, Service Cloud Voice) for blended voice and digital support
For full details, see customer-service-features.
Agentforce
Because StoreConnect data lives natively in Salesforce — orders, subscriptions, bookings, loyalty balances, account details — Agentforce AI agents can access that full context to resolve common customer service queries without human intervention.
- Automated query resolution — Agentforce agents can answer order status, tracking, subscription, and account balance questions by reading directly from Salesforce records; no integration or data sync required
- Returns and self-service actions — agents can guide customers through return initiation, subscription changes, and booking cancellations within the bounds you define
- Escalation to human agents — when a query exceeds the agent's defined scope, the conversation is handed off to a Service Cloud agent with full context intact
- Reduced case volume — routine queries that would previously generate a support case are resolved automatically, freeing service agents for complex issues
- Consistent experience across channels — Agentforce works across chat, email, and Experience Cloud portals; StoreConnect's Salesforce data model means the same agent logic applies regardless of channel
See extensible-with-salesforce for the full Agentforce and Data Cloud integration picture.
Transactional email
StoreConnect sends automated transactional emails at key points in the customer journey — order confirmation, shipping notification, subscription renewal, password reset, and more. Templates are fully configurable.
- Liquid-powered templates — customize email content and layout with Liquid; access order data, customer data, and product information in your templates
- Per-store templates — each store can have its own set of email templates with its own branding
- Event-triggered sending — emails fire automatically on store events (order placed, subscription renewed, booking confirmed)
- Salesforce Email Studio integration — route transactional emails through Salesforce Marketing Cloud Email Studio for advanced tracking and deliverability management
See customer-communications-features.
SMS
Send SMS notifications to customers using Salesforce Marketing Cloud SMS capabilities. Common use cases include order dispatch notifications, booking reminders, and subscription renewal alerts.
Chat
Embed a chat widget on your storefront to give customers real-time support during their buying journey.
- Salesforce Chat (Einstein Bots) — native Salesforce live chat and bot support
- Third-party chat providers — embed any chat widget (Intercom, Zendesk Chat, LiveChat, and others) via the analytics and scripts configuration in StoreConnect