Case management
Intake, assignment, escalation, entitlement, and closure flows built on your actual case taxonomy. Record types, queues, milestones, and SLA enforcement the system carries instead of the standup.
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Salesforce Service Cloud
Your support costs scale with volume. They don't have to.
Every volume increase becomes a hiring req, and the queue still grows. We implement Service Cloud the way a CFO wishes it worked: case management, omni-channel routing, knowledge, and AI resolution that close cases without adding headcount.
Fixed fee. A contractual floor of finished work every month, with a refund behind it. First production release in week one.
Sound familiar?
You don't have a Service Cloud problem. You have five of them.
Cost per case only goes up.
Headcount scales linearly with volume and the SLA report still needs an apology slide.
Routing is tribal knowledge.
Cases land wherever, agents cherry-pick, escalations depend on who's at lunch.
Channels don't talk.
Email, chat, phone, and portal live in separate tools, so customers repeat themselves and managers can't see the whole picture.
The knowledge base is a graveyard.
Articles exist, nobody trusts them, every answer gets rebuilt from scratch.
"AI for service" stalled at the demo.
Someone turned on a bot, it embarrassed the brand once, and it's been off since.
The build
Everything Service Cloud does. Configured for how you actually operate.
Email-to-Case & intake automation
Email-to-Case with threading that works, contact matching and resolution, spam and auto-reply handling, and web-to-case and form intake wired into the same pipeline.
Omni-channel routing
Skills-based and capacity-aware routing across email, chat, voice, and messaging. Presence configuration, secondary routing, and supervisor tools (Omni Supervisor) so managers see load in real time instead of in retrospectives.
Messaging & chat (MIAW)
Messaging for In-App and Web with real identity resolution: the person in the chat window is the same person on the CRM record. Pre-chat flows, routing, transcripts on the case, and session handoff between bot and human.
CTI & voice
Telephony integration including Amazon Connect and Service Cloud Voice, screen pop, call logging, IVR-to-Salesforce data flow, and multi-org contact center architectures for companies running more than one Salesforce instance.
Knowledge
Article models, data categories, publishing workflows, and article recommendation in the console. Multilingual knowledge configuration for global teams, and knowledge structured so AI can cite it instead of hallucinating around it.
Agentforce & AI resolution
Governed service agents that deflect and resolve: scoped topics, grounded answers, Testing Center validation, guardrails, and human sign-off before anything touches a customer. Agentforce →
Self-service & help centers
Authenticated help centers and communities on Experience Cloud that deflect the cases that never needed an agent: knowledge search, case deflection flows, and case creation with the right data attached. Experience Cloud →
Entitlements, SLAs & field handoff
Entitlement processes, milestone tracking, warranty and contract-based service levels, and clean handoff to Field Service when the case ends with a truck roll.
Service analytics & executive reporting
Cost per case, deflection rate, first contact resolution, SLA attainment, and agent productivity in dashboards a CFO can read. Plus the weekly written delivery report every engagement includes.
Month one
While the big firm writes the discovery deck, your cases are routing.
- Week 1
Embedded & delivering.
DAISA maps your case data, routing rules, automation debt, and channel setup in days. Backlog prioritized with your leadership. First fixes in production.
- Week 2
Quick wins compound.
The routing gaps, broken assignment rules, and email threading issues that have annoyed your team for quarters start closing.
- Week 3
The structural build.
Omni-channel, knowledge architecture, or the first governed AI agent moving through testing, sequenced by your priorities. Your org documented, often for the first time.
- Week 4
Executive review.
Everything shipped, everything found, and a 90-day roadmap with the cost-per-case math. Forward it to your board.
The guarantee
The only Service Cloud engagement with a refund behind it.
You tell us the results you need: faster first response, higher deflection, lower cost per case, channels unified. We value each one together and write a monthly floor of finished results into the contract.
A floor, not an estimate.
In the contract before we start.
Cash if we miss.
Same percentage of fees back that we missed by. Cash, not credits.
No change orders. Ever.
New priority moves to the front. Nothing becomes an invoice.
FAQ
Straight answers.
Before the briefing.
We have Service Cloud but adoption is terrible. Is that a re-implementation?
Usually not. Most "failed" Service Cloud orgs are 70% right with a few structural problems: bad routing, automation debt, a case model that fights the team. We find the actual problems in days and fix in place.
Can AI really resolve cases, or is it a fancy chatbot?
It resolves cases when it's built with governance: scoped intents, grounded knowledge, Testing Center validation, and human sign-off on every release. We won't put an agent in front of your customers until it passes the same QA gates a human release would.
Can you integrate our phone system?
Yes. Service Cloud Voice, Amazon Connect, and third-party CTI adapters are standard scope, including multi-org architectures where one contact center serves several Salesforce instances.
How long does a Service Cloud implementation take?
First production releases in week one, every engagement. A focused build like an AI resolution agent typically runs weeks; a full-scope rollout with omni-channel, knowledge, and telephony fits inside a 6 to 12 week Launch. Timeline fixed along with the fee.
What does it cost?
Launch Implementations are fixed-price scoped projects. Managed PODs run from $5k/month to enterprise scale, replacing two to six full-time hires. See the calculator →
Your next support hire costs $90k a year. This briefing costs 30 minutes.
Bring us your case volume and cost per case. We'll show you what a Service Cloud POD ships in month one and put a delivery floor on paper.