SMART® Service Cloud

Products SMART® Service Cloud

Smart® Service Cloud: A Modern Customer Service Platform for Government & Enterprise

Smart® Service Cloud is a robust customer service platform built on cloud computing principles. Designed as an enterprise-grade CRM (Customer Relationship Management) and Service Cloud alternative, it empowers government agencies, municipalities, and large organizations with efficient case management, ticketing system, and end-to-end incident management capabilities.

SMART® = SECURE, MORDERN, ADAPTABLE, RESPONSIVE, TRANSACTIONS
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Key Capabilities & Modules:

Contact & Case Management

Contact & Case Management

Centralize your service operations by managing accounts, contacts, and cases with full case history, case comments, and role-based case teams. Support processes like case assignment, escalation, and Service Level Agreements (SLAs) enhance accountability and ensure timely resolutions.

Automated Workflow
Automated Workflow & Support Automation

Automate routine tasks and workflow automation using configurable rules, enabling AI-powered customer service through intelligent AI recommendations. Continuously optimize with Service Cloud automation that streamlines automated routing, macro-triggered responses, and SLA compliance.

Skill-Based Routing & Omni-Channel Support

Skill-Based Routing & Omni-Channel Support

Deliver seamless multichannel communication with unified omni-channel support—covering chat support, email support, phone support, messaging apps integration, and social customer service. Efficient advanced queueing and skill-based routing ensure queries land in the right hands fast.

Knowledge Base & Self-Service Portal

Knowledge Base & Self-Service Portal

Enhance your self-service portal with an in-depth knowledge base, where well-structured knowledge management empowers users to resolve issues independently. This reduces workload, elevates customer satisfaction, and amplifies agent efficiency.

Real-Time Collaboration & Remote Assistance
Real-Time Collaboration & Remote Assistance

Facilitate swarming (collaboration) among agents with peer-to-peer capabilities and expert engagement. Advanced tools—Visual Remote Assistant, telephony integration, and Slack integration—support guided, secure remote assistance for field staff and customers.

Field Service Management & Digital Channels
Field Service Management & Digital Channels

Oversee mobile operations with integrated field service management, optimizing field tasks, service assignments, and real-time updates via digital touchpoints.

Integration & Enterprise-Grade Cloud Architecture:

Cloud Platform & Integration

Cloud Platform & Integration

As a true cloud platform, Smart Service Cloud supports cloud integration, cloud migration, robust cloud security, and flexible deployment options—including public, private, or hybrid cloud models. It embraces SaaS, PaaS, or IaaS paradigms, facilitating secure connectivity to existing systems.

Telephony & Messaging Integration
Telephony & Messaging Integration

Built for seamless telephony integration, plus connectors to messaging apps and third-party apps. Deliver cohesive support across channels, ensuring a truly omni-channel support experience.

Industry Use Cases & Custom Scenarios:

Smart City Service & Utilities

Smart City Service & Utilities

Boost engagement with a streamlined self-service knowledge base and enhanced incident management for municipal services (311, utilities, licensing).

Field Health & Child Screening
Field Health & Child Screening

Deliver responsive, guided remote assistance, with case escalation and entitlement management to support public health programs.

Permits & Work Order Management
Permits & Work Order Management

Automate state services with automated ticket assignment, case escalation, SLA tracking, self-service portals, and robust case team coordination.

Why Smart Service Cloud Outperforms Others:

Enterprise-grade support automation keeps operations lean and optimized.

Rich automation and AI-powered customer service maximize agent speed and accuracy.

Superior multichannel communication ensures clients remain engaged across phone, chat, email, apps, and social.

Comprehensive analytics and insights, including SLA monitoring and customer feedback, facilitate data-driven enhancements.

Scalable field service management and remote assistance tools adapt to evolving organizational needs.

Enablement & Advanced Implementation

Looking to modernize support workflows? Smart Service Cloud includes:

In-depth Service Cloud automation for customer support workflows
Comprehensive knowledge management best practices
Guides for integrating telephony systems, Slack, and visual assistants
Configurable workflows for case assignment, case escalation rules, and SLA enforcement
Tools for reporting and analytics customization, delivering insights into all customer interactions

Summary

Smart Service Cloud is a refined Customer Service Platform optimized for public and private sector organizations. By elevating customer support, automating case management, and enabling intelligent, AI-powered service, it delivers consistent and measurable business results:

Faster incident resolution

Faster incident resolution

Civic Engagement

Elevated customer satisfaction

Empowered, efficient agent productivity

Empowered, efficient agent productivity

Insightful, data-driven analytics and insights

Insightful, data-driven analytics and insights

Transparency & Trust

Constructed on a secure, flexible, and scalable cloud infrastructure

Transform your support operations and build smarter, more responsive customer service experiences—embrace the power of Smart Service Cloud today.

Frequently Asked Questions (FAQ)

Smart Service Cloud is a modern customer service platform designed to simplify and automate case management, support operations, and customer engagement. It offers tools for incident resolution, ticketing, omni-channel support, and workflow automation, helping service teams resolve issues faster and improve customer satisfaction.

While Salesforce Service Cloud is a commercial CRM solution, Smart Service Cloud is a tailored offering built specifically for government agencies and large enterprises, with deep integration capabilities, stronger privacy, and compliance features. It supports hybrid cloud deployments, cloud security, and advanced case team collaboration without the licensing complexity of traditional CRM platforms.

Yes, Smart Service Cloud supports cloud integration, including telephony integration, Slack integration, and third-party app APIs. Whether you're connecting your ticketing system, CRM, or communication tools, the platform ensures seamless data exchange across environments.

Smart Service Cloud offers robust support automation tools like automated routing, AI-powered customer service, macros, and workflow automation. These features help reduce manual work, increase agent productivity, and improve SLA compliance.

The platform unifies multichannel communication—including email support, chat support, phone support, messaging apps integration, and social customer service—under a single dashboard. This ensures consistent and responsive service across all touchpoints.

Using the Service Console, admins can define custom rules for case assignment, case escalation, and entitlement-based workflows. This ensures the right agent handles the right issue at the right time, improving resolution speed.

Absolutely. Smart Service Cloud allows you to build a user-friendly self-service portal linked to your knowledge base. Customers can search knowledge articles, submit tickets, track cases, and get automated responses—all without contacting a live agent.

Smart Service Cloud includes customizable reports and dashboards to monitor performance metrics like ticket volume, resolution time, SLA compliance, and customer satisfaction. Advanced cloud analytics and customer 360 view provide actionable insights for improving service quality.

Yes, it supports field service management with features like visual remote assistance, mobile case access, technician scheduling, and live updates—making it ideal for organizations with remote teams or on-site service requirements.

Agents benefit from tools like macros, knowledge article suggestions, AI recommendations, and a unified Service Console. These features help reduce task-switching, automate repetitive actions, and speed up response time.