Sold by: Ilia Digital
Tailored professional services to implement and scale Salesforce Service Cloud on AWS-aligned architectures, enabling intelligent case management, human + AI agent collaboration (Agentforce), and secure, high-performance customer service operations with enterprise-grade governance and integrations.
Overview
The Service Cloud implementation by ília on AWS transforms customer service operations into an intelligent, scalable, and AI-augmented experience. By uniting human agents and AI agents (Agentforce) within a single ecosystem, organizations deliver faster, more personalized, and consistent support across voice, chat, email, and digital channels.
ília designs and implements Service Cloud architectures optimized for performance, resilience, and governance. The service includes current-state assessment, case lifecycle redesign, omnichannel configuration, intelligent routing models, automation strategy, knowledge management structuring, and AI enablement.
Through automated workflows, dynamic case prioritization, AI-assisted responses, sentiment detection, and real-time service analytics, organizations reduce operational costs while empowering human agents to focus on complex, high-value interactions that drive satisfaction and loyalty.
Leveraging AWS infrastructure, the solution ensures secure, high-availability processing at scale, integrating service operations with enterprise systems and data environments.
AWS Integration
Amazon S3 (secure storage for case documents and knowledge assets) AWS Lambda (workflow automation and AI orchestration) Amazon API Gateway (secure API exposure and integration layer) Amazon EventBridge / SNS (event-driven case routing and notifications) Amazon Redshift (service analytics and performance insights) AWS PrivateLink (private connectivity between Salesforce and AWS environments, where applicable) AWS KMS (encryption key management and data protection) Amazon Bedrock (generative AI enablement for Agentforce, where applicable)
Plus MuleSoft connectivity to ERP, billing, order management, identity systems, and legacy service platforms.
Reference Architecture
Intelligent case routing: Service Cloud + Lambda + EventBridge AI-assisted service: Service Cloud + Agentforce + Bedrock Secure document management: Service Cloud + S3 + KMS Service analytics: Service Cloud → Redshift Enterprise integrations: MuleSoft + API Gateway Secure private connectivity: AWS PrivateLink
Highlights
- Agentforce-powered automation delivers 24x7 generative AI intelligence, reducing manual work and increasing service team productivity.
- Move from reactive support to proactive care by triggering journeys from real-time signals (orders, IoT, payments), notifying customers before issues escalate, and coordinating swarming when needed.
- Built for scale and control, Service Cloud enables entitlement and SLA governance, audit-ready processes, and contextual upsell/cross-sell opportunities through a unified 360° customer view.
Details
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Delivery method
Deployed on AWS
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Support
Vendor support
Vendor support Multiple options for support plans are available upon customer request. Email: hello@ilia.digital