{"title":" Customer service features","slug":"customer-service-features","url":"https://support.storeconnect.com/articles/customer-service-features","url_markdown":"https://support.storeconnect.com/articles/customer-service-features.md","subtitle":null,"summary":"Manage customer cases across stores with branded emails, link related orders for fast resolution, and integrate telephony via Natterbox or Service Cloud Voice with automatic case creation.","type":"Help_Documentation","video_url":"","keywords":"customer service, case management, Service Cloud, telephony, support cases, help desk, Natterbox, Service Cloud Voice, Agentforce, AI agent, virtual agent","last_modified":"2026-08-21T07:12:35+0000","body_markdown":"### **Case management**\n\n-   Manage all customers cases across all stores\n\n-   Brand each communication by store\n\n-   Bring-your-own-domain for all emails\n\n-   High email deliverability and security\n\n-   PII compliance\n\n-   Link related orders and other records for high efficiency case resolution and personalization\n\n-   Case and order reporting to gain valuable insights on leading causes of cases and resolutions\n\n\n### **Telephony**\n\n-   Integration through Natterbox or Salesforce Service Cloud Voice\n\n-   Manage inbound and outbound phone calls all on the same platform\n\n-   Per-store inbound lines and Interactive Voice Response\n\n-   Automatic case creation and lookups based on calling customer\n\n-   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\n\n\n### **Agentforce**\n\n-   Deploy Agentforce AI agents to handle routine customer service queries — order status, tracking updates, subscription changes, account balance — without human intervention\n\n-   Because StoreConnect data is native to Salesforce, Agentforce agents read directly from Order, Subscription, Contact, and Account records without any integration or data sync\n\n-   Define the scope of what agents can resolve autonomously and configure escalation paths to human Service Cloud agents when a query requires personal attention\n\n-   Escalations pass full conversation context to the agent, so customers don't need to repeat themselves\n\n-   Reduces inbound case volume by resolving common queries at the point of contact, across chat, email, and Experience Cloud channels"}