Salesforce Service Cloud

name: Salesforce Service Cloud
description: Salesforce Service Cloud is a customer service and support platform that helps businesses deliver smarter, faster, and more personalized customer service across all channels.
image: https://www.salesforce.com/content/dam/web/en_us/www/images/service/service-cloud-logo.png
url: https://www.salesforce.com/service-cloud/
created: '2024'
modified: '2025-03-04'
specificationVersion: '0.18'
tags:
  - Case Management
  - CRM
  - Customer Service
  - Help Desk
  - Support
  - Ticketing
apis:
  - name: Salesforce Service Cloud REST API
    description: >-
      RESTful API for managing customer service operations including cases, contacts,
      accounts, and knowledge articles.
    image: https://www.salesforce.com/content/dam/web/en_us/www/images/service/service-cloud-logo.png
    humanURL: https://developer.salesforce.com/docs/atlas.en-us.api_rest.meta/api_rest/
    baseURL: https://yourInstance.salesforce.com/services/data/v59.0/
    tags:
      - Accounts
      - Cases
      - Contacts
      - REST
    properties:
      - type: Documentation
        url: https://developer.salesforce.com/docs/atlas.en-us.api_rest.meta/api_rest/
      - type: OpenAPI
        url: https://developer.salesforce.com/docs/atlas.en-us.api_rest.meta/api_rest/resources_list.htm
      - type: Authentication
        url: https://developer.salesforce.com/docs/atlas.en-us.api_rest.meta/api_rest/intro_oauth_and_connected_apps.htm
      - type: Reference
        url: https://developer.salesforce.com/docs/atlas.en-us.api_rest.meta/api_rest/resources_list.htm
      - type: Getting Started
        url: https://developer.salesforce.com/docs/atlas.en-us.api_rest.meta/api_rest/quickstart.htm
      - type: OpenAPI
        url: openapi/salesforce-service-cloud-rest-openapi.yml
  - name: Salesforce Service Cloud SOAP API
    description: >-
      SOAP-based API for enterprise integration and complex service cloud operations.
    image: https://www.salesforce.com/content/dam/web/en_us/www/images/service/service-cloud-logo.png
    humanURL: https://developer.salesforce.com/docs/atlas.en-us.api.meta/api/
    baseURL: https://yourInstance.salesforce.com/services/Soap/c/59.0/
    tags:
      - Enterprise
      - Integration
      - SOAP
    properties:
      - type: Documentation
        url: https://developer.salesforce.com/docs/atlas.en-us.api.meta/api/
      - type: WSDL
        url: https://developer.salesforce.com/docs/atlas.en-us.api.meta/api/sforce_api_quickstart_intro.htm
  - name: Service Cloud Streaming API
    description: >-
      Real-time streaming API for push notifications and event-driven architecture.
    image: https://www.salesforce.com/content/dam/web/en_us/www/images/service/service-cloud-logo.png
    humanURL: https://developer.salesforce.com/docs/atlas.en-us.api_streaming.meta/api_streaming/
    baseURL: https://yourInstance.salesforce.com/cometd/59.0/
    tags:
      - Events
      - Push Notifications
      - Real-Time
      - Streaming
    properties:
      - type: Documentation
        url: https://developer.salesforce.com/docs/atlas.en-us.api_streaming.meta/api_streaming/
      - type: Protocol
        url: https://developer.salesforce.com/docs/atlas.en-us.api_streaming.meta/api_streaming/using_streaming_api.htm
      - type: AsyncAPI
        url: asyncapi/salesforce-streaming-api-asyncapi.yml
  - name: Live Agent REST API
    description: >-
      API for managing live chat sessions and agent interactions.
    image: https://www.salesforce.com/content/dam/web/en_us/www/images/service/service-cloud-logo.png
    humanURL: https://developer.salesforce.com/docs/atlas.en-us.live_agent_rest.meta/live_agent_rest/
    baseURL: https://yourInstance.salesforce.com/chat/rest/
    tags:
      - Agent
      - Live Chat
      - Real-Time Support
    properties:
      - type: Documentation
        url: https://developer.salesforce.com/docs/atlas.en-us.live_agent_rest.meta/live_agent_rest/
      - type: API Reference
        url: https://developer.salesforce.com/docs/atlas.en-us.live_agent_rest.meta/live_agent_rest/live_agent_rest_API_requests.htm
      - type: OpenAPI
        url: openapi/salesforce-live-agent-openapi.yml
  - name: Knowledge API
    description: >-
      API for managing knowledge base articles and content.
    image: https://www.salesforce.com/content/dam/web/en_us/www/images/service/service-cloud-logo.png
    humanURL: https://developer.salesforce.com/docs/atlas.en-us.knowledge_dev.meta/knowledge_dev/
    baseURL: https://yourInstance.salesforce.com/services/data/v59.0/knowledge/
    tags:
      - Articles
      - Content Management
      - Knowledge Base
    properties:
      - type: Documentation
        url: https://developer.salesforce.com/docs/atlas.en-us.knowledge_dev.meta/knowledge_dev/
      - type: API Reference
        url: https://developer.salesforce.com/docs/atlas.en-us.knowledge_dev.meta/knowledge_dev/knowledge_development.htm
  - name: Einstein Bot API
    description: >-
      API for building and managing AI-powered chatbots for customer service.
    image: https://www.salesforce.com/content/dam/web/en_us/www/images/service/service-cloud-logo.png
    humanURL: https://developer.salesforce.com/docs/atlas.en-us.bot_cookbook.meta/bot_cookbook/
    baseURL: https://yourInstance.salesforce.com/services/data/v59.0/einstein/bots/
    tags:
      - AI
      - Automation
      - Chatbot
      - Einstein
    properties:
      - type: Documentation
        url: https://developer.salesforce.com/docs/atlas.en-us.bot_cookbook.meta/bot_cookbook/
      - type: Developer Guide
        url: https://developer.salesforce.com/docs/atlas.en-us.bot_cookbook.meta/bot_cookbook/bot_cookbook_before.htm
  - name: Omni-Channel API
    description: >-
      API for managing omni-channel routing, agent presence, and work distribution
      across multiple service channels including chat, messaging, email, and voice.
    image: https://www.salesforce.com/content/dam/web/en_us/www/images/service/service-cloud-logo.png
    humanURL: https://developer.salesforce.com/docs/atlas.en-us.omni_channel_dev.meta/omni_channel_dev/omnichannel_developer_guide_intro.htm
    baseURL: https://yourInstance.salesforce.com/services/data/v59.0/
    tags:
      - Agent Presence
      - Omni-Channel
      - Routing
      - Work Distribution
    properties:
      - type: Documentation
        url: https://developer.salesforce.com/docs/atlas.en-us.omni_channel_dev.meta/omni_channel_dev/omnichannel_developer_guide_intro.htm
      - type: Reference
        url: https://developer.salesforce.com/docs/atlas.en-us.omni_channel_dev.meta/omni_channel_dev/service_presence_soap_api_intro.htm
  - name: Service Cloud Voice Telephony Integration API
    description: >-
      REST API for integrating telephony systems with Service Cloud Voice, enabling
      programmatic management of voice calls, call recording, and real-time
      transcription within the service console.
    image: https://www.salesforce.com/content/dam/web/en_us/www/images/service/service-cloud-logo.png
    humanURL: https://developer.salesforce.com/docs/atlas.en-us.voice_developer_guide.meta/voice_developer_guide/voice_intro.htm
    baseURL: https://yourInstance.salesforce.com/services/data/v59.0/
    tags:
      - Call Center
      - Real-Time
      - Telephony
      - Voice
    properties:
      - type: Documentation
        url: https://developer.salesforce.com/docs/atlas.en-us.voice_developer_guide.meta/voice_developer_guide/voice_intro.htm
      - type: Reference
        url: https://developer.salesforce.com/docs/atlas.en-us.voice_developer_guide.meta/voice_developer_guide/voice_rest_overview.htm
      - type: Authentication
        url: https://developer.salesforce.com/docs/atlas.en-us.voice_developer_guide.meta/voice_developer_guide/voice_rest_authorization.htm
  - name: Service Cloud Voice for Partner Telephony API
    description: >-
      Developer API for connecting third-party telephony systems to Service Cloud
      Voice, including the Connector API for passing information between contact
      center platforms and Salesforce.
    image: https://www.salesforce.com/content/dam/web/en_us/www/images/service/service-cloud-logo.png
    humanURL: https://developer.salesforce.com/docs/atlas.en-us.voice_pt_developer_guide.meta/voice_pt_developer_guide/voice_pt_dev_guide.htm
    baseURL: https://yourInstance.salesforce.com/services/data/v59.0/
    tags:
      - Connector
      - Integration
      - Partner Telephony
      - Voice
    properties:
      - type: Documentation
        url: https://developer.salesforce.com/docs/atlas.en-us.voice_pt_developer_guide.meta/voice_pt_developer_guide/voice_pt_dev_guide.htm
      - type: Getting Started
        url: https://developer.salesforce.com/docs/atlas.en-us.voice_pt_developer_guide.meta/voice_pt_developer_guide/voice_pt_connector_api_get_started.htm
  - name: Agentforce Service Agent API
    description: >-
      REST API for building and deploying AI-powered service agents using
      Agentforce, enabling headless agent interactions, session management, and
      seamless escalation from AI agents to human service representatives.
    image: https://www.salesforce.com/content/dam/web/en_us/www/images/service/service-cloud-logo.png
    humanURL: https://developer.salesforce.com/docs/einstein/genai/guide/get-started-agents.html
    baseURL: https://yourInstance.salesforce.com/services/data/v59.0/
    tags:
      - Agentforce
      - AI
      - Automation
      - Service Agent
    properties:
      - type: Documentation
        url: https://developer.salesforce.com/docs/einstein/genai/guide/get-started-agents.html
      - type: Reference
        url: https://developer.salesforce.com/docs/einstein/genai/guide/agent-api.html
      - type: Getting Started
        url: https://developer.salesforce.com/docs/einstein/genai/guide/agent-api-get-started.html
common:
  - type: Getting Started
    url: https://developer.salesforce.com/docs/atlas.en-us.api_rest.meta/api_rest/quickstart.htm
  - type: Authentication
    url: https://help.salesforce.com/articleView?id=sf.remoteaccess_authenticate.htm
  - type: Rate Limits
    url: https://developer.salesforce.com/docs/atlas.en-us.salesforce_app_limits_cheatsheet.meta/salesforce_app_limits_cheatsheet/
  - type: Developer Portal
    url: https://developer.salesforce.com/
  - type: Trailhead (Learning)
    url: https://trailhead.salesforce.com/
  - type: API Status
    url: https://status.salesforce.com/
  - type: Support
    url: https://help.salesforce.com/
  - type: Community
    url: https://trailblazercommunity.salesforce.com/
  - type: Pricing
    url: https://www.salesforce.com/service-cloud/pricing/
  - type: Terms of Service
    url: https://www.salesforce.com/company/legal/agreements/
  - type: Privacy Policy
    url: https://www.salesforce.com/company/privacy/
  - type: Blog
    url: https://developer.salesforce.com/blogs
  - type: Sign Up
    url: https://developer.salesforce.com/signup
  - type: Login
    url: https://login.salesforce.com/
  - type: Console
    url: https://developer.salesforce.com/developer-centers/service-cloud
  - type: GitHub Organization
    url: https://github.com/developerforce
  - type: Stack Overflow
    url: https://stackoverflow.com/questions/tagged/salesforce
  - type: YouTube
    url: https://www.youtube.com/@SalesforceDevelopers
  - type: JSON Schema
    url: json-schema/salesforce-case-schema.json
    title: Case Schema
  - type: JSON-LD Context
    url: json-ld/salesforce-service-cloud-context.jsonld
  - type: Spectral Rules
    url: rules/salesforce-service-cloud-rules.yml
  - type: Capabilities
    url: capabilities/case-management.yaml
  - type: Vocabulary
    url: vocabulary/salesforce-service-cloud-vocabulary.yml
maintainers:
  - FN: Kin Lane
    email: [email protected]
    url: https://apievangelist.com
include: []