Salesforce Service Cloud is a customer service platform that connects customer service, field service and employee service on one system. It covers case management, an omnichannel contact centre unifying voice, digital channels and CRM data, a central knowledge base, and AI agents through Agentforce. Contact-centre, field-service, IT and HR teams use it, including in financial services, healthcare and the public sector. It is delivered as a cloud service with no installation, and it is proprietary software.
Salesforce, Inc. is a public company headquartered in San Francisco, California, listed on the NYSE. Salesforce describes a Hyperforce EU Operating Zone, which lets commercial and public-sector customers process and store data in the EU with 24/7 support from EU-based personnel; its EU residency options cover company data, search indexes and encryption keys. The zone began rolling out for Customer 360 applications in Q4 2022, so availability for a given setup should be confirmed with the vendor. As a US company, Salesforce remains subject to US law, such as the CLOUD Act, even when data is held in the EU.