Customer Service & Support Platform
Deliver faster, smarter customer support with case management, automation, and AI-driven service tools.
Salesforce Service Cloud enables organizations to manage customer issues efficiently with intelligent case management, automation, and real-time service insights.
Service Cloud overview · Last updated: Today at 9:42 AM
Manage and track all customer support cases
| Case ID | Customer | Issue Type | Priority | Status | Assigned Agent | Created | Actions |
|---|
View and manage your customer accounts
| Customer ID | Name | Phone | Company | Open Cases | Total Cases | Actions |
|---|
Articles, FAQs, and troubleshooting guides · 0 articles
Unified inbox across email, chat, phone and social
Performance insights and service metrics
Configure platform preferences and automation
| Role | Cases | Reports | Settings | Admin |
|---|---|---|---|---|
| Admin | ✅ Full | ✅ Full | ✅ Full | ✅ Full |
| Team Lead | ✅ Full | ✅ Full | 👁️ View | ❌ |
| Agent | ✅ Assigned | 👁️ Own | ❌ | ❌ |
| Viewer | 👁️ View | 👁️ View | ❌ | ❌ |
Official guides, API references, and developer resources
Set up your Service Cloud environment, configure agents, and manage your first cases in minutes.
Complete REST API documentation for cases, customers, SLA rules, and omnichannel integrations.
User management, role permissions, SLA policies, audit logs, and security configuration.
Connect Salesforce with your existing tools — Slack, Jira, Zendesk, email providers, and CRMs.
Latest platform updates, new features, bug fixes, and deprecation notices.
Step-by-step video walkthroughs for all major features — from case creation to advanced reporting.
Get assistance from our support team or community
Modern AI-Driven IT Service Management Platform
Transform IT operations with intelligent automation, service management workflows, and cloud-native capabilities.
BMC Helix ITSM enables organizations to manage IT services efficiently with automation, AI-driven insights, and scalable cloud architecture.
Real-time service health & performance overview
Manage and resolve IT service disruptions
| Incident ID | Title | Category | Priority | Status | Technician | Created | Actions |
|---|
Identify root causes of recurring incidents
| Problem ID | Description | Related Incidents | Root Cause | Status | Actions |
|---|---|---|---|---|---|
| PRB-001 | Recurring network timeouts on subnet 10.0.4.x | INC-003, INC-007, INC-012 | Misconfigured firewall ACL rules | Under Investigation | |
| PRB-002 | Email delivery failures — SMTP relay rejected | INC-002, INC-009 | Expired SSL certificate on relay server | Resolved | |
| PRB-003 | ERP application intermittent crashes | INC-005, INC-011, INC-015 | Memory leak in v4.2.1 — patch pending | Known Error | |
| PRB-004 | VPN connection drops for remote workers | INC-008, INC-014 | Under investigation — ISP route flapping suspected | Under Investigation |
Manage system changes and releases with controlled workflows
| Change ID | Description | Type | Risk Level | Approval | Scheduled | Actions |
|---|---|---|---|---|---|---|
| CHG-001 | Patch Windows Server 2022 — Security update KB5034441 | Standard | Low | Approved | 2026-03-25 02:00 | |
| CHG-002 | Upgrade Oracle DB 19c to 21c — Production | Normal | High | Pending CAB | 2026-04-02 22:00 | |
| CHG-003 | Emergency firewall rule update — Block port 1433 external | Emergency | Medium | Approved | 2026-03-23 18:00 | |
| CHG-004 | Deploy new API gateway v2.4 — Staging first | Normal | Medium | Under Review | 2026-04-08 00:00 |
Track IT assets and configuration items across the organization
| Asset ID | Asset Name | Type | Owner | Status | Features |
|---|---|---|---|---|---|
| AST-001 | Web Server WS-01 | Hardware | IT Infrastructure | Active | |
| AST-002 | Microsoft Office 365 — Enterprise | Software | All Departments | Active | |
| AST-003 | Cisco Catalyst 9300 Switch | Network | Network Team | Active | |
| AST-004 | Oracle Database 19c — Production | Software | DBA Team | Upgrade Pending | |
| AST-005 | Dell PowerEdge R750 — Rack Server | Hardware | IT Infrastructure | Decommission |
Handle user service requests efficiently
| Request ID | User Name | Request Type | Status | Assigned Team | Created | Actions |
|---|---|---|---|---|---|---|
| REQ-001 | Emma Wilson | Access Request — Salesforce CRM | Pending Approval | IT Security | Mar 23, 09:02 | |
| REQ-002 | James Porter | Software Install — Adobe Creative Cloud | In Progress | Desktop Support | Mar 23, 08:45 | |
| REQ-003 | Sarah Lin | Password Reset — Active Directory | Completed | Help Desk | Mar 23, 08:12 | |
| REQ-004 | David Osei | Access Request — VPN Remote Access | Open | Network Team | Mar 23, 07:55 | |
| REQ-005 | Maria Santos | Hardware — Laptop Replacement Request | Under Review | Asset Management | Mar 22, 16:40 |
Monitor ITSM performance and trends
Configure system rules, workflows, and automation
Track incidents, manage changes, and deliver reliable IT services — all from one powerful platform.
| Case ID | Customer | Issue Type | Priority | Status | Assigned Agent | Created | Actions |
|---|
| Customer ID | Name | Phone | Company | Open Cases | Total Cases | Actions |
|---|
| Role | Cases | Reports | Settings | Admin |
|---|---|---|---|---|
| Admin | ✅ Full | ✅ Full | ✅ Full | ✅ Full |
| Team Lead | ✅ Full | ✅ Full | 👁️ View | ❌ |
| Agent | ✅ Assigned | 👁️ Own | ❌ | ❌ |
| Viewer | 👁️ View | 👁️ View | ❌ | ❌ |