XMA Salesforce Service Cloud
Salesforce Service Cloud is a digital toolkit for Customer Relationship Management for Cases, Complaints, Contacts Centres or Back Office teams and processes. Capabilities include CRM, workflow, APIs into legacy applications, social and mobile collaboration; including the ability to assign tasks, send alerts and increase 1st contact resolution
- Multi-channel contact centre serving citizens in their channel of choice
- Powerful analytics capabilities allowing for real-time BI and MI reporting
- No-code & Low-code declarative configuration, Open API integration, Training included.
- Built on the proven Salesforce Platform facilitating agile development
- Open, API first service for easy integration (SOAP and REST)
- Web chat, social and mobile out of the box
- Complex case-flow & Kanban, Citizen centric view, Chatbots, Engagement Timeline
- Extensive knowledge base, proactively suggesting articles internally and externally
- Social Collaboration, omni-channel engagement, Mobile ready, Knowledge base, Analytics, AI
- Complete case management solution for your entire organisation with AI
- Reduce costs by increasing first call resolution
- Increase customer satisfaction - serve citizens in their preferred channel
- Speed deployment using point and click configuration
- Deliver user focused solutions rapidly, via agile methodologies
- 360 degree view of the citizen via any channel
- Increased adoption from easy-to-use UI
- Integrate with back office using free APIs
- Extend processes to digitise middle office
- Provide call agents scripts to support training
- GDPR & CE+ compliant
£17.92 per person per month
- Education pricing available
- Pricing document
- Skills Framework for the Information Age rate card
- Service definition document
- Terms and conditions
- Modern Slavery statement
0115 846 4000
|Software add-on or extension||Yes, but can also be used as a standalone service|
|What software services is the service an extension to||Salesforce services are all modular and pre-integrated with Einstein AI built-in. Functionality can be expanded as needed. Customers extend by adding Einstein Analytics to: Service Cloud for case management, Sales Cloud for CRM and 360degree view, and Marketing Cloud for engagements and customer journeys. Further information here https://appexchange.salesforce.com/ and https://www.salesforce.com/uk/products/|
|Cloud deployment model||Public cloud|
Key considerations (further detail in our Supplier Terms)
As Salesforce is multi-tenant, there are 'governor limits' which prevent resources from being monopolised by any single organisation.
NB though these limits exist it's rare for customers to be impacted, and even more unusual for our current Public Sector customers. In the unlikely event of a need to increase, limits can be extended with various add-ons separately listed. Hitting a limit is often a sign of an underlying design flaw. Please make yourself aware of these limits at this link https://developer.salesforce.com/docs/atlas.en-us.210.0.salesforce_app_limits_cheatsheet.meta/salesforce_app_limits_cheatsheet/salesforce_app_limits_features.htm
A user’s password may not be shared with any other individual.
|Email or online ticketing support||Email or online ticketing|
|Support response times||
Every Salesforce service includes support as standard. The lowest level relies on the Salesforce user community for responses and has a response time of 2 business days, this can be reduced to 1 hour with the appropriate upgrade in your support plan.
|User can manage status and priority of support tickets||Yes|
|Online ticketing support accessibility||None or don’t know|
|Phone support availability||24 hours, 7 days a week|
|Web chat support||Web chat|
|Web chat support availability||24 hours, 7 days a week|
|Web chat support accessibility standard||None or don’t know|
|How the web chat support is accessible||
Salesforce Web chat has not been specifically tested against usability standards; the Salesforce web chat Pre-Chat and Post-Chat forms are implemented through Salesforce's Visual Force Markup language, the presentation of which can be customised by the customer, giving them control over accessibility, including for example:
- providing text alternatives for any non-text content so that it can be changed into other forms people need, such as large print, braille, speech, symbols or simpler language. They can, for example, set Alt Tags on any images used on the forms or in the chat window.
- Ensuring that colour isn't the only means of conveying information and making contrast ratios between text and its background sufficient that it can be read by people with moderately low vision.
|Web chat accessibility testing||Salesforce has not conducted usability studies to verify that the online chat function works effectively with screen reading and other assistive technology. However, existing customers have conducted extensive testing and, for example, the Driver and Vehicle Licensing Agency is successfully using the Salesforce Webchat capability in production|
|Onsite support||Yes, at extra cost|
|Support levels||Every Salesforce service includes community-based support. This can be enhanced with guaranteed response times through Premier and Premier+. For more critical applications we provide Signature Success which provides Salesforce staff with a knowledge of a specific customers applications and configurations and an initial response from your designated support team in as little as 15 minutes, with personalised updates every 30 minutes.|
|Support available to third parties||Yes|
Onboarding and offboarding
Salesforce provides an amazing immersive self-learning environment available called “Trailhead” for anyone who would like to have an engaging and interactive way of learning about salesforce. It is an online and free to use learning environment available here: https://trailhead.salesforce.com/
In addition, Salesforce's Customers for Life is designed to help customers be successful and get up and running quickly. A dedicated group is available for new customers to engage by asking questions, giving feedback, and sharing experiences. this also includes 'Getting Started Webinars', 'Getting started resources','Salesforce Tech-lounge for new customers' and 'getting started live Q&A' further detail available at https://www.salesforce.com/success-getting started/
|Other documentation formats||
|End-of-contract data extraction||
The administrator for a given Salesforce environment can export (subject to appropriate permissions being set) data to a series of files securely using the weekly export function. Further information can be found at this link https://help.salesforce.com/articleView?id=admin_exportdata.htm&type=5
As the function suggests this data export can be performed weekly (dependant on the version procured) for backup purposes if required
After termination of all subscriptions associated with an environment, Customer Data submitted to the Covered Services is retained in inactive status within the Covered Services for 120 days, after which it is securely overwritten or deleted from production within 90 days, and from backups within 180 days.
Physical media on which Customer Data is stored during the contract term is not removed from the data centres that Salesforce uses to host Customer Data unless the media is at the end of its useful life or being deprovisioned, in which case the media is first sanitized before removal. This process is subject to applicable legal requirements.
Using the service
|Web browser interface||Yes|
|Application to install||No|
|Designed for use on mobile devices||Yes|
|Differences between the mobile and desktop service||
The capability of Salesforce via a browser and on a mobile device, via either a browser or the native Salesforce1 App is broadly similar. However, there are some subtle differences as described here: https://help.salesforce.com/articleView?id=limits_mobile_sf1_data.htm&type=0
Note that the salesforce browser UI can also be accessed on many mobile devices.
|Accessibility standards||WCAG 2.1 AA or EN 301 549|
Salesforce is committed to providing applications accessible to all. This includes users working with assistive technology, such as speech recognition software and screen readers. Salesforce follows international best practices in Section 508 of the Web Content Accessibility Guidelines (WCAG) 2.0 Level AA to the extent possible.
A third party has assessed and documented the accessibility status of Salesforce core products in the VPAT documents published here: https://www.salesforce.com/company/legal/508_accessibility.jsp
In addition, Salesforce includes an alternate user interface mode that lets users with assistive devices, such as speech recognition software and screen readers, work with Salesforce more effectively with detail here https://help.salesforce.com/articleView?id=accessibility_mode_enabled.htm&type=0
|What users can and can't do using the API||
Salesforce provides several simple, powerful, and secure APIs.
SOAP API to create, retrieve, update, or delete records, perform searches, etc. in real time in any language that supports web services.
REST API REST-based web services interface for use with mobile applications and web projects.
Chatter REST API similar to feed APIs offered by Facebook/ Twitter.
WAVE REST API access Wave Analytics assets, such as datasets, lenses and dashboards.
Bulk API based on REST principles optimised for loading or deleting large sets of data. Use it to handle many records asynchronously in batches.
Metadata API to retrieve, deploy, create, update, or delete customizations for your Salesforce instance. Migrate changes from testing to production. Intended for managing customizations and for building tools that can manage the metadata model, not the data itself.
Streaming API for notifications to be pushed from the server to the client, typically for applications that poll frequently.
Apex REST API & APEX SOAP API to expose Apex classes and methods so that external applications can access your code through REST or SOAP architecture, respectively. Both support OAuth 2.0 and Session ID for authorization.
Tooling API to integrate Salesforce metadata with other systems. REST and SOAP both supported.
|API documentation formats||
|API sandbox or test environment||Yes|
|Description of customisation||
Point-and-click configuration: The Salesforce platform makes it easy to modify the functionality of Salesforce applications to meet your unique requirements. Working with the metadata framework and a series of simple point-and-click wizards, you can design custom user interfaces and modify the structure of the data model and the application’s business logic. Configuration enables organisations to modify objects, fields, validation rules, workflow, security settings, formulas, and much more without the need for code.
Customise with code: Although point-and-click configuration with the Salesforce platform is the fastest and easiest way to customise, some functionality is beyond the constraints of a metadata framework. For such cases, developers can create needed functionality in open-ended development environments, using toolkits for most of the common programming languages, or Apex.
|Independence of resources||The current daily transaction average for our platform is regularly 6 billion, consistently at sub 250ms response time within the Salesforce environment. Within each logical system, we use load balancers to distribute load among multiple web and application servers for additional scalability and redundancy. The multitenant application design, combined with the fastest servers and high-performance networking infrastructure available, guarantees fast performance.|
|Service usage metrics||Yes|
The service includes various metrics to monitor usage and adoption of the service, for example, last login, login duration etc.
For Infrastructure detail metrics are available at https://trust.salesforce.com website provides performance and availability information for the entire service.
For specific metric monitoring and for more in-depth detail customers can extend capability through the use of Event Monitoring. For example - which applications are being used, by whom, how are they being used, when, where from and are there performance issues? This data can be used to improve adoption, security and performance of the application.
|Supplier type||Reseller (no extras)|
|Organisation whose services are being resold||Salesforce|
|Staff security clearance||Other security clearance|
|Government security clearance||Up to Developed Vetting (DV)|
|Knowledge of data storage and processing locations||Yes|
|Data storage and processing locations||
|User control over data storage and processing locations||Yes|
|Datacentre security standards||Complies with a recognised standard (for example CSA CCM version 3.0)|
|Penetration testing frequency||At least every 6 months|
|Penetration testing approach||‘IT Health Check’ performed by a CHECK service provider|
|Protecting data at rest||
|Other data at rest protection approach||
Classic Encryption: native Salesforce application feature which can be used to encrypt specific custom fields. There is no additional cost for this, but it does impact some application functionality. More information here: http://sfdc.co/FieldEncryption Platform Encryption:
Platform Encryption allows customers to encrypt data stored through Salesforce such as: files and attachments, certain standard and custom fields, and use an advanced key management system. It uses native strong, standards-based encryption. Controls help to protect data, which include the use of derived data encryption keys and customer-controlled key rotation, generation, and destruction process. Available for an additional cost.
|Data sanitisation process||Yes|
|Data sanitisation type||Deleted data can’t be directly accessed|
|Equipment disposal approach||Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001|
Data importing and exporting
|Data export approach||
There are a number of options available to extract data, either during the contract or when the contract ends. We encourage customers to export their data during their contract on a periodic basis to maintain a local copy of their salesforce database, rather than wait until the end of the contract These options include:
The Weekly Export Service – export data from the service on a periodic basis via a zip file containing .csv files over a TLS link.
Export data over the API via an integration or middleware solution. A comprehensive Salesforce exit strategy paper is available on request.
|Data export formats||
|Other data export formats||
|Data import formats||
|Other data import formats||
|Data protection between buyer and supplier networks||
|Other protection between networks||
By default, customers connect to the service over the public Internet with all transmissions between the user and the Salesforce Services secured using TLS 1.1 or higher and encrypted using 256 or 128-bit encryption. The Services use International/Global Step Up SSL certificates with 2048-bit Public Keys. Web Service callouts can be secured using TLS, as well as with two-way TLS,
In addition, customers can partner with a selection of supported ISPs for a more direct connection to the Salesforce service. In the UK, BT are one such ISP. This service is known as Salesforce Express Connect.
|Data protection within supplier network||
|Other protection within supplier network||Customer data is protected within the Salesforce service through a mature, standards-based defence in depth security architecture. Logical and physical access is strictly controlled and monitored and the controls used are in scope for the various security certifications the company has, and audited regularly by third parties. Controls such as firewalls, intrusion detection, anti-malware, file integrity monitoring are augmented with extensive monitoring to provide a robust prevention, detection and response model. Internal and external, as well as third-party vulnerability scanning and application penetration testing are also in place.|
Availability and resilience
The Salesforce Services are designed with the concept of continuous improvement and Trust (e.g. Availability, Performance and Security) in the infrastructure. Salesforce uses commercially reasonable efforts to make its on-demand services available to its customers 24/7, except for (minimal) planned downtime, for which Salesforce gives customers prior notice, and force majeure events.
Excellent availability statistics (historically 99.9%) are critical to Salesforce's customers’ success and to the success of Salesforce as a company. Salesforce generally does not focus on a specific percentage, as we do not believe our job on availability will ever be “complete”. Live and historical statistics on Salesforce system performance are publicly published at: https://trust.salesforce.com/en/#systemStatus, and further detail can be shared upon request and NDA.
|Approach to resilience||To maximise availability, the service is delivered using a world-class data centre infrastructure consisting of a primary production data centre, a full capacity secondary data centre for hosting the service provided to customers. The infrastructure utilises carrier-class components designed to support millions of users. Extensive use of high availability servers and network technologies, and a carrier-neutral network strategy, help to minimise the risk of single points of failure, and provide a highly resilient environment with maximum uptime and performance.|
|Outage reporting||Outages are publicised on a public portal and via email alerts. Escalation policies are established and maintained as Salesforce's goal is to rapidly restore service. In the event of an extended outage, periodic updates are provided in near real time to customers via the trust.salesforce.com dashboard site and in addition, service notifications are provided to nominated contacts via various channels such as email. Update frequency for notifications is dependent on the customer support service plan.|
Identity and authentication
|User authentication needed||Yes|
|Other user authentication||Salesforce has a very comprehensive set of authentication mechanisms that customers can chose from. These include the inherent username and password option, Single Sign-on, Social Sign-on through another application, such as google, integration with existing identity management systems a customer may have, 2 Factor Authentication, and the application can also act as a Service Provider or Identity Provider for SSO integration using SAML.|
|Access restrictions in management interfaces and support channels||
Management access for service support and delivery is done through multiple layers of controls including, but not limited to, multiple 2 factor authentication, bastion host and proxy control and segregation of duties. These controls are in scope for SSAE-18 auditing and evidences through the SOC 2/ISAE3402 report.
Access to the management interface for the customer to configure their salesforce environment, is configured by the customer themselves. The options are outlined in the above response. Robust application design and testing ensures that users without administrative access rights cannot access more sensitive areas of the application.
|Access restriction testing frequency||At least every 6 months|
|Management access authentication||
Audit information for users
|Access to user activity audit information||Users have access to real-time audit information|
|How long user audit data is stored for||At least 12 months|
|Access to supplier activity audit information||Users have access to real-time audit information|
|How long supplier audit data is stored for||At least 12 months|
|How long system logs are stored for||At least 12 months|
Standards and certifications
|ISO/IEC 27001 certification||Yes|
|Who accredited the ISO/IEC 27001||Schellman & Company, LLC (Formerly BrightLine)|
|ISO/IEC 27001 accreditation date||14/12/2018|
|What the ISO/IEC 27001 doesn’t cover||The only ISO27001 control not included in our Statement of Applicability is A.14.2.7 - Outsourced Development. This is not covered as Salesforce does not perform outsourced system development.|
|ISO 28000:2007 certification||No|
|CSA STAR certification||Yes|
|CSA STAR accreditation date||29/3/2018|
|CSA STAR certification level||Level 1: CSA STAR Self-Assessment|
|What the CSA STAR doesn’t cover||The available CSA STAR self-assessment covers all points in the latest CCM; version 3.01.|
|Who accredited the PCI DSS certification||Online Enterprises Inc|
|PCI DSS accreditation date||15/7/2018|
|What the PCI DSS doesn’t cover||This service is PCI DSS compliant. All controls for PCI DSS are in scope for this service, there is nothing not covered.|
|Other security certifications||Yes|
|Any other security certifications||
|Named board-level person responsible for service security||Yes|
|Security governance certified||Yes|
|Security governance standards||
|Other security governance standards||
UK Cyber Essentials PLUS
|Information security policies and processes||Salesforce's Information Security Management System (ISMS) and information security policies are based on the ISO 27002 framework of best practices and are ISO 27001 certified. As required by this certification, the ISMS is endorsed by Senior Management. The EVP of Security has responsibility for the information security policies and ISMS. The Trust Strategy Alignment (TSA) Committee approves/authorizes all changes to the policies, the Statement of Applicability (SoA), the information security manual, and any separate policy statements. During the ISO 27001 audit process (as well as other audits such as SOX and SSAE 16 SOC 1), Senior Management for various departments are involved in verifying that policies and procedures are in place and adhered to. Policies are reviewed/approved at least annually.|
|Configuration and change management standard||Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402|
|Configuration and change management approach||
Salesforce has formal processes for placing a system into production. This procedure includes a build checklist, server hardening checklist and pre-production testing. Baseline configurations for servers, network devices, and databases are consistent with industry-accepted CIS (Centre for Internet Security) system hardening guidelines.
Change control procedures are required by the company’s Change Management Policy and include steps for testing, review, authorization, communication, verification, and back-out procedures. All changes to the infrastructure components are tested in a dedicated environment using production class equipment before being deployed into production. Changes are reviewed and approved by Technical Operations management prior to deployment to production.
|Vulnerability management type||Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402|
|Vulnerability management approach||Salesforce has various vulnerability management processes in place around internal scanning, external scanning & vendor patch release management. Technical operations and security personnel monitor vulnerability alerts and patch release notifications from vendors and other sources. There are associated evaluation and deployment processes in place. Salesforce also regularly performs self-vulnerability assessments using various tools and techniques, such as Qualys. In addition, Salesforce uses external service providers to perform an application vulnerability assessment after each major release (three times annually) and network vulnerability assessments quarterly. There is also an on-going external application scanning service used. further detail on responsible disclosure here https://trust.salesforce.com/en/security/responsible-disclosure-policy/|
|Protective monitoring type||Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402|
|Protective monitoring approach||Salesforce's Computer Security Incident Response Team (CSIRT) uses a security event logging and management system to manage the alerts and logs generated by devices on our network and provide protective monitoring. The system consists of a central database, management server, and distributed agents. The distributed agents receive events from network devices and systems (firewalls, IDS, routers, switches, hosts, file integrity, and database monitoring) on the network, then compress, encrypt, and transmit the data to the management server and database for processing. Correlated events are configured to generate alerts and logs which are monitored on a 24/7 basis.|
|Incident management type||Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402|
|Incident management approach||
Salesforce has a formal Incident Management Process that guides the Salesforce Computer Security Incident Response team in investigation, management, communication, and resolution activities.
Salesforce will promptly notify the customer in the event of any security breach of the Service resulting in an actual or reasonably suspected unauthorised disclosure of Customer Data. Notification may include phone contact by Salesforce support, email to customer's administrator and Security Contact and public posting on trust.salesforce.com.
Salesforce.com is a member of the prestigious Forum of Incident Response and Security Teams (FIRST) and complies with the FIRST framework and best practices for incident response.
|Approach to secure software development best practice||Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)|
Public sector networks
|Connection to public sector networks||No|
|Price||£17.92 per person per month|
|Discount for educational organisations||Yes|
|Free trial available||Yes|
|Description of free trial||Complete version limited by time only|
|Link to free trial||Please contact us for the current trial link or setup|