Keep cases moving,
knowledge at hand.
Route cases with assignment rules, track SLA clocks on your business hours, and escalate overdue work. Help agents find answers in versioned knowledge articles. Same accounts and contacts as Sales, so nothing gets re-entered.
Built for the discipline support teams actually need.
Configure case states, routing rules and service calendars for your organization. Availability depends on your plan and enabled Service modules.
Cases with a configurable status flow
State (Active, Resolved, Cancelled) plus a detailed status reason — New, In Progress, On Hold, Waiting for Customer, Escalated, Reopened. Allowed transitions are configured per organization.
Queues & assignment rules
Assignment rules route incoming cases to queues by priority, origin, account or any field. Agents take ownership from the queue view; concurrent claims are serialized so one case goes to one agent.
SLA milestones on business hours
First Response and Resolution milestones from entitlement processes, calculated against your support calendar and holidays. Paused statuses stop the clock; the first public reply marks first response met.
Entitlements
Match each case to the customer's contract and show the remaining case or minute budget on the case itself, so agents know the terms before they reply.
Age-based escalation
Rules that notify the owner or a manager, reassign to another queue, or fan out to email and webhooks when a case has been open too long — once per occurrence, not once per tick.
Comments, auto-response & approvals
Internal notes and public comments recorded on every case. Templated acknowledgements on creation. Resolution approval when closing needs a manager's sign-off.
A knowledge base that closes cases.
Versioned articles, audience controls, and case-side search help agents find relevant knowledge.
Articles with a real lifecycle.
Draft, In Review, Published, Archived — with exactly one published version at a time. Publishing snapshots an immutable version, so cases that referenced the old text stay anchored to what the agent actually sent.
- Markdown authoring with summary, categories and attached files snapshotted per version.
- Audience — internal, partner, customer and public labels organize content for its intended readers; a customer portal is not yet included.
- Lexical or semantic search — flip on semantic ranking and published articles are indexed for the AI layer automatically.
- Knowledge-assisted resolutions — tracks cases closed as Information Provided with an article attached, inserted or shared before closure.
Attach, insert or share — one click from the case.
The Knowledge panel on every case searches on the subject automatically. Agents attach the article to the case, insert its body into the reply, or copy the canonical link — each action is recorded so teams can review knowledge use.
- Search-mode badge shows whether results came from lexical, semantic or fallback search.
- Configurable case layout — admins place SLA, Entitlement, Knowledge, Sharing and System panels where agents want them.
- Parent / child cases, field history on every tracked field, and sharing rules by priority or team.
Knowledge assistance for your support team.
With AI enabled and knowledge sources configured, support teams can retrieve relevant content and ask for draft responses to review.
Relevant sources for a response you review.
Ask the assistant a support question using the knowledge sources your administrator has configured. Inspect retrieved sources and check the draft before using it in a customer response.
- Knowledge questions — retrieve relevant passages from configured support documents and web sources.
- Draft a response from retrieved content and the context you provide; review and copy it into your response workflow.
- Case controls in the console — update priority, comment and reassign using the case UI. Preconfigured AI case-write actions are not included today.
- Public knowledge chat can be published for your site with signed sessions and explicitly selected sources. Anonymous chat cannot read or change CRM records.
A customer reports a blank quote PDF after a template change. Find the relevant guidance and help draft a reply.
The retrieved guide describes regenerating a quote PDF after changing its template. Review that guidance against the customer's issue before replying.
Draft: Thanks for flagging this. Please try generating a fresh PDF from the quote after saving the template change. If it is still blank, share the quote reference so we can investigate.
How a case moves through CRM-G.
Case created
An agent enters a case, or a customer submits a Web-to-Case form on your website. Assignment and auto-response rules run on creation.
Agent takes it
Take ownership from the queue, or configure a Process to route the case and create follow-up tasks. Entitlement and SLA milestones keep the service context visible.
Reply, pause, escalate
Public comments meet first response. Waiting-for-customer pauses the clock. Age rules escalate what stalls.
Close with a reason
Problem Solved or Information Provided, optional resolution approval, knowledge-assisted Information Provided resolutions tracked. Reopen if it comes back.
The service dashboard managers open first.
KPI strip
Open cases, my open cases, critical and high, resolved today, queued and unassigned — every tile drills into the filtered list.
Priority, status & origin charts
Backlog by priority, active status mix and cases by channel — click a bar or slice to open exactly those cases.
Queue backlog
Every queue with unassigned cases, its count and its oldest age, linking straight to the queue view and queue management.
Service personas
Service Agent and Service Manager personas ship ready — with record scopes, sharing rules by priority, and manager-only approvals.
Field history on cases
Subject, state, status reason, priority, owner, account, contact, resolution and close time are tracked on every change.
Reports & saved views
The same report builder, saved filters and list views as Sales for configurable case reporting. SLA milestones and knowledge metrics also have dedicated service surfaces.
Guided work and connected systems, built on one foundation.
Guided Processes · Integrations · Platform overview · Security posture
Run your support queue in CRM-G.
Try Service Console free for 90 days. The sample pack includes an example customer, contact and case; configure queues, SLA milestones and knowledge articles for your own workflow. The trial includes limited daily AI use. The Service plan includes a daily AI allowance, and the optional AI Add-On adds extra usage; talk to us.
Selling to the customers you support?
Sales Automation runs on the same accounts and contacts — pipeline, quotes and orders one app switch away.