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: kin@apievangelist.com url: https://apievangelist.com include: []