Customer service features

Case management

• Manage all customers cases across all stores

• Brand each communication by store

• Bring-your-own-domain for all emails

• High email deliverability and security

• PII compliance

• Link related orders and other records for high efficiency case resolution and personalization

• Case and order reporting to gain valuable insights on leading causes of cases and resolutions

Telephony

• Integration through Natterbox or Salesforce Service Cloud Voice

• Manage inbound and outbound phone calls all on the same platform

• Per-store inbound lines and Interactive Voice Response

• Automatic case creation and lookups based on calling customer

• Case deflection through automated order and shipping updates on through auto-attendant or use of Knowledge articles for short solutions or SMS links for step-by-step guides

Agentforce

• Deploy Agentforce AI agents to handle routine customer service queries — order status, tracking updates, subscription changes, account balance — without human intervention

• Because StoreConnect data is native to Salesforce, Agentforce agents read directly from Order, Subscription, Contact, and Account records without any integration or data sync

• Define the scope of what agents can resolve autonomously and configure escalation paths to human Service Cloud agents when a query requires personal attention

• Escalations pass full conversation context to the agent, so customers don’t need to repeat themselves

• Reduces inbound case volume by resolving common queries at the point of contact, across chat, email, and Experience Cloud channels