Salesforce Service Cloud

Salesforce Service Cloud is the case management console many operators already run their support team out of, holding customer cases alongside the rest of their Salesforce data. Polygrade’s own communication layer, SMS, voice, chat, and web form intake, runs alongside Salesforce Service Cloud rather than through it, but the two systems meet wherever a homeowner’s claim and their support experience touch.

Where Polygrade and Salesforce Service Cloud overlap

A homeowner’s support case in Service Cloud and their active claim in Polygrade often trace back to the same underlying issue.

Polygrade’s homeowner triage runs over SMS with an 80 to 83 percent response rate, collecting model and serial numbers, photos, and symptom detail well before any conversation would reach Salesforce Service Cloud. That’s the volume Salesforce Service Cloud doesn’t have to handle.

Polygrade writes claim status into the linked Service Cloud case, so a support agent working a case sees the same triage and authorization state Polygrade is working from.

How the Salesforce Service Cloud connection works

Service Cloud’s API covers Case objects directly, which is where Polygrade writes claim status.

A Forward Deployed Engineer sets up the specific handoff points between Polygrade and Salesforce Service Cloud during deployment, which claim events should write into Salesforce Service Cloud, and on what trigger.

What stays in Salesforce Service Cloud

Salesforce Service Cloud continues to run exactly as it does today for everything outside an active claim, its own routing rules, agent workflows, and customer relationship history stay untouched.

Data handling and security

Claim status written into Salesforce Service Cloud comes from a company-specific Polygrade instance, one client’s claim and customer data are never accessible to another. Polygrade is SOC 2 compliant, with both Type I and Type II audits complete.

Every automated communication Polygrade sends is logged, and any recommendation behind it carries a confidence level, so the SMS or chat history feeding Salesforce Service Cloud is auditable back to why it was sent.

Deploying the integration

A dedicated Forward Deployed Engineer configures the specific events that sync between Polygrade and Salesforce Service Cloud, matching how your team already uses Salesforce Service Cloud for support.

Frequently asked questions about Polygrade and Salesforce Service Cloud

Does Polygrade replace Salesforce Service Cloud?

No. Salesforce Service Cloud continues to handle the support workflows it already runs; Polygrade’s own SMS, voice, and chat triage handles the claim itself and shares status with Salesforce Service Cloud where the two overlap.

How does Polygrade connect to Salesforce Service Cloud?

Service Cloud’s API covers Case objects directly, which is where Polygrade writes claim status.

Does Polygrade reduce the volume reaching Salesforce Service Cloud?

Where Salesforce Service Cloud handles inbound customer contact, yes, Polygrade’s SMS triage resolves a meaningful share of routine conversations before they’d otherwise reach Salesforce Service Cloud.