Customer service features
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Case management
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Manage all customers cases across all stores
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Brand each communication by store
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Bring-your-own-domain for all emails
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High email deliverability and security
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PII compliance
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Link related orders and other records for high efficiency case resolution and personalization
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Case and order reporting to gain valuable insights on leading causes of cases and resolutions
Telephony
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Integration through Natterbox or Salesforce Service Cloud Voice
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Manage inbound and outbound phone calls all on the same platform
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Per-store inbound lines and Interactive Voice Response
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Automatic case creation and lookups based on calling customer
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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
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Deploy Agentforce AI agents to handle routine customer service queries — order status, tracking updates, subscription changes, account balance — without human intervention
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Because StoreConnect data is native to Salesforce, Agentforce agents read directly from Order, Subscription, Contact, and Account records without any integration or data sync
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Define the scope of what agents can resolve autonomously and configure escalation paths to human Service Cloud agents when a query requires personal attention
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Escalations pass full conversation context to the agent, so customers don’t need to repeat themselves
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Reduces inbound case volume by resolving common queries at the point of contact, across chat, email, and Experience Cloud channels