What Service does
Resolve
- Tickets with queues, assignment and merging
- SLAs with at-risk and breach states
- Escalation policies
Serve faster
- Canned responses and macros
- Service requests with approvals
- CSAT surveys and analytics
Deflect
- Knowledge base and published articles
- AI chatbot builder grounded in your docs (RAG)
- Knowledge-gap tracking from real questions
Automate
- Service automations and assignment rules
- A service catalog customers can order from
When agents run inside Service
A service agent can answer tickets from your knowledge base, draft replies and route or escalate. It hands off to a human on anything outside its scope, and every reply is attributable.
Every agent gets an identity, a scope it cannot exceed, scoped short-lived credentials and an audit trail — the same control layer under every hub. See the control layer.
Service is one of the nine hubs inside Apps. Take it on its own, or combine it with the others — they share one login, one set of records and one integration layer. See all nine hubs.
See Service on your data
Tell us how your team works today and we will show you exactly how Service fits.