{
 "categories": [
  "crm",
  "customer-service",
  "enterprise"
 ],
 "deployment": "saas",
 "evidence": [
  {
   "date": "2026-09-09",
   "fact": "homepage",
   "note": "Salesforce presents Service Cloud as an AI-powered customer-service console with case management, knowledge, incident tools, and omnichannel support. The on-page FAQ states Service Cloud is focused on customer service and is not the same as Sales Cloud.",
   "source": "https://www.salesforce.com/service/cloud/",
   "tier": "declared"
  },
  {
   "date": "2026-09-09",
   "fact": "vendor",
   "note": "The opened Service Cloud page is published by Salesforce.",
   "source": "https://www.salesforce.com/service/cloud/",
   "tier": "declared"
  },
  {
   "date": "2026-09-09",
   "fact": "license",
   "note": "Service Cloud Core, Advanced, and Max plans are published as paid per-user commercial SKUs. A 30-day trial is offered.",
   "source": "https://www.salesforce.com/service/cloud/",
   "tier": "declared"
  },
  {
   "date": "2026-09-09",
   "fact": "deployment",
   "note": "Service Cloud is offered as hosted Salesforce SaaS with a try-for-free flow and no customer-installed server.",
   "source": "https://www.salesforce.com/service/cloud/",
   "tier": "declared"
  },
  {
   "date": "2026-09-09",
   "fact": "platforms",
   "note": "The opened product is the Service Console and related web workspace. A first-party Service Cloud mobile store listing was not established in this pass.",
   "source": "https://www.salesforce.com/service/cloud/",
   "tier": "declared"
  },
  {
   "date": "2026-09-09",
   "fact": "status",
   "note": "The page is a current commercial Service Cloud offering with trial, pricing, and Agentforce calls to action.",
   "source": "https://www.salesforce.com/service/cloud/",
   "tier": "declared"
  },
  {
   "date": "2026-09-09",
   "fact": "modalities.api.exists",
   "note": "REST API is a Salesforce web interface for creating, manipulating, and searching org data, including records, without using the Salesforce user interface.",
   "source": "https://developer.salesforce.com/docs/atlas.en-us.api_rest.meta/api_rest/intro_what_is_rest_api.htm",
   "tier": "declared"
  },
  {
   "date": "2026-09-09",
   "fact": "modalities.api.kinds[0]",
   "note": "Salesforce documents REST API as a RESTful HTTP interface to records, queries, and metadata.",
   "source": "https://developer.salesforce.com/docs/atlas.en-us.api_rest.meta/api_rest/intro_what_is_rest_api.htm",
   "tier": "declared"
  },
  {
   "date": "2026-09-09",
   "fact": "modalities.api.kinds[1]",
   "note": "SOAP API provides programmatic access using WSDL. It is enabled by default for Performance, Unlimited, Enterprise, and Developer Editions. Users need the API Enabled permission.",
   "source": "https://developer.salesforce.com/docs/atlas.en-us.api.meta/api/sforce_api_quickstart_intro.htm",
   "tier": "declared"
  },
  {
   "date": "2026-09-09",
   "fact": "modalities.api.kinds[2]",
   "note": "GraphQL API is available in Enterprise, Performance, Unlimited, and Developer Editions as a single endpoint for Salesforce Platform data.",
   "source": "https://developer.salesforce.com/docs/platform/graphql/guide/graphql-about.html",
   "tier": "declared"
  },
  {
   "date": "2026-09-09",
   "fact": "modalities.api.kinds[3]",
   "note": "Pub/Sub API publishes and subscribes to platform events, real-time event monitoring, and change data capture over gRPC and HTTP/2.",
   "source": "https://developer.salesforce.com/docs/platform/pub-sub-api/guide/intro.html",
   "tier": "declared"
  },
  {
   "date": "2026-09-09",
   "fact": "modalities.api.auth[0]",
   "note": "REST API clients authorize with an external client app or connected app and an OAuth 2.0 flow. Creating new connected apps is restricted as of Spring 26; Salesforce recommends external client apps.",
   "source": "https://developer.salesforce.com/docs/atlas.en-us.api_rest.meta/api_rest/intro_oauth_and_connected_apps.htm",
   "tier": "declared"
  },
  {
   "date": "2026-09-09",
   "fact": "modalities.api.coverage",
   "note": "The Case object represents a customer issue and supports create, delete, query, retrieve, search, undelete, update, and upsert. CaseChangeEvent is available from API 44.0.",
   "source": "https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_case.htm",
   "tier": "declared"
  },
  {
   "date": "2026-09-09",
   "fact": "modalities.api.coverage",
   "note": "KnowledgeArticle provides query and retrieve access to Knowledge articles when Knowledge is enabled and the user has View Articles. Salesforce Knowledge users also need the Knowledge User feature license.",
   "source": "https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_knowledgearticle.htm",
   "tier": "declared"
  },
  {
   "date": "2026-09-09",
   "fact": "modalities.api.docs",
   "note": "Opened as the current REST API introduction used as this record's API docs URL.",
   "source": "https://developer.salesforce.com/docs/atlas.en-us.api_rest.meta/api_rest/intro_what_is_rest_api.htm",
   "tier": "declared"
  },
  {
   "date": "2026-09-09",
   "fact": "modalities.sdk.exists",
   "note": "Salesforce documents official SOAP client generation, including Java examples based on the Force.com Web Service Connector (WSC).",
   "source": "https://developer.salesforce.com/docs/atlas.en-us.api.meta/api/sforce_api_quickstart_intro.htm",
   "tier": "declared"
  },
  {
   "date": "2026-09-09",
   "fact": "modalities.sdk.languages[0]",
   "note": "The SOAP API guide provides Java examples based on WSC and points to the forcedotcom/wsc connector.",
   "source": "https://developer.salesforce.com/docs/atlas.en-us.api.meta/api/sforce_api_quickstart_intro.htm",
   "tier": "declared"
  },
  {
   "date": "2026-09-09",
   "fact": "modalities.sdk.official",
   "note": "WSC is the Salesforce-documented Java SOAP client path.",
   "source": "https://developer.salesforce.com/docs/atlas.en-us.api.meta/api/sforce_api_quickstart_intro.htm",
   "tier": "declared"
  },
  {
   "date": "2026-09-09",
   "fact": "modalities.mcp.first_party",
   "note": "Salesforce Hosted MCP Servers are a Salesforce-managed MCP endpoint for org data and automation, using per-user OAuth 2.0 with PKCE.",
   "source": "https://developer.salesforce.com/docs/platform/hosted-mcp-servers/guide/hosted-mcp-servers-overview.html",
   "tier": "declared"
  },
  {
   "date": "2026-09-09",
   "fact": "modalities.mcp.first_party",
   "note": "Preconfigured SObject servers expose standard and custom objects with all, read, mutation, or delete tool sets, respecting field-level security, object permissions, and sharing. Apex, AuraEnabled methods, Apex REST, Flows, and API Catalog Connect APIs can be mapped as tools.",
   "source": "https://developer.salesforce.com/docs/platform/hosted-mcp-servers/guide/products-supporting-mcp.html",
   "tier": "declared"
  },
  {
   "date": "2026-09-09",
   "fact": "modalities.mcp.verdict",
   "note": "Salesforce declared Hosted MCP Servers generally available on 2026-04-29 for every Enterprise Edition org and above. The announcement uses recent case activity as an example of MCP-accessible CRM data.",
   "source": "https://developer.salesforce.com/blogs/2026/04/salesforce-hosted-mcp-servers-are-now-generally-available",
   "tier": "declared"
  },
  {
   "date": "2026-09-09",
   "fact": "modalities.cli.exists",
   "note": "Salesforce publishes the official Salesforce CLI (sf) for macOS, Windows, and Linux, with a command reference and DX developer guide.",
   "source": "https://developer.salesforce.com/tools/salesforcecli",
   "tier": "declared"
  },
  {
   "date": "2026-09-09",
   "fact": "modalities.extensibility.scripting[0]",
   "note": "Apex is Salesforce's on-platform language for triggers, web-service requests, and transaction logic that runs with API calls.",
   "source": "https://developer.salesforce.com/docs/atlas.en-us.apexcode.meta/apexcode/apex_intro.htm",
   "tier": "declared"
  },
  {
   "date": "2026-09-09",
   "fact": "modalities.extensibility.scripting[1]",
   "note": "Salesforce documents Lightning Flows as reusable automation that can be exposed as hosted MCP tools without writing connector code.",
   "source": "https://developer.salesforce.com/docs/platform/hosted-mcp-servers/guide/products-supporting-mcp.html",
   "tier": "declared"
  },
  {
   "date": "2026-09-09",
   "fact": "modalities.extensibility.webhooks",
   "note": "Platform events deliver real-time messages that can be published from Apex, Flow, or APIs and subscribed through Pub/Sub API or CometD. Available in Performance, Unlimited, Enterprise, and Developer Editions.",
   "source": "https://developer.salesforce.com/docs/atlas.en-us.platform_events.meta/platform_events/platform_events_intro.htm",
   "tier": "declared"
  },
  {
   "date": "2026-09-09",
   "fact": "modalities.data_access.export",
   "note": "REST API returns record and query resources. SOAP, GraphQL, and SOQL are documented companion read paths.",
   "source": "https://developer.salesforce.com/docs/atlas.en-us.api_rest.meta/api_rest/intro_what_is_rest_api.htm",
   "tier": "declared"
  },
  {
   "date": "2026-09-09",
   "fact": "modalities.data_access.import",
   "note": "Case supports create, update, upsert, and undelete through Salesforce APIs.",
   "source": "https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_case.htm",
   "tier": "declared"
  },
  {
   "date": "2026-09-09",
   "fact": "modalities.agent_docs.llms_txt",
   "note": "developer.salesforce.com/docs/llms.txt is a real llmstxt.org index, including a Service Cloud section and a Hosted MCP Servers section.",
   "source": "https://developer.salesforce.com/docs/llms.txt",
   "tier": "declared"
  },
  {
   "date": "2026-09-09",
   "fact": "modalities.rpa.ui_stack[0]",
   "note": "Service Cloud is presented as a browser Service Console and workspace, so the interactive UI stack in scope is web DOM.",
   "source": "https://www.salesforce.com/service/cloud/",
   "tier": "declared"
  },
  {
   "date": "2026-09-09",
   "fact": "verdict.scores.api",
   "note": "Case-capable REST and SOAP, GraphQL, Pub/Sub, Knowledge, and OAuth make an unusually complete service API. Edition, API Enabled, and 24-hour allocation limits keep the score at 9.",
   "source": "https://developer.salesforce.com/docs/atlas.en-us.api_rest.meta/api_rest/intro_what_is_rest_api.htm",
   "tier": "declared"
  },
  {
   "date": "2026-09-09",
   "fact": "verdict.scores.api",
   "note": "Salesforce documents concurrent long-running request limits and 24-hour REST and SOAP API allocations by edition and license type.",
   "source": "https://developer.salesforce.com/docs/atlas.en-us.salesforce_app_limits_cheatsheet.meta/salesforce_app_limits_cheatsheet/salesforce_app_limits_platform_api.htm",
   "tier": "declared"
  },
  {
   "date": "2026-09-09",
   "fact": "verdict.scores.mcp",
   "note": "A maintained official hosted MCP with SObject tools that cover Case and other standard objects, plus Flow and Apex tools, anchors mcp at 8. Enterprise-and-above enablement, Setup configuration, and incomplete Connect API catalog coverage keep it below 9.",
   "source": "https://developer.salesforce.com/blogs/2026/04/salesforce-hosted-mcp-servers-are-now-generally-available",
   "tier": "declared"
  },
  {
   "date": "2026-09-09",
   "fact": "verdict.scores.cli",
   "note": "The official CLI is maintained for DX, org authentication, and metadata lifecycle. It is not a general case-management shell, which anchors cli at 6.",
   "source": "https://developer.salesforce.com/tools/salesforcecli",
   "tier": "declared"
  },
  {
   "date": "2026-09-09",
   "fact": "freshness.watch[0].url",
   "note": "Opened and verified as the current REST API introduction.",
   "source": "https://developer.salesforce.com/docs/atlas.en-us.api_rest.meta/api_rest/intro_what_is_rest_api.htm",
   "tier": "declared"
  },
  {
   "date": "2026-09-09",
   "fact": "freshness.watch[1].url",
   "note": "Opened and verified as the current Hosted MCP Servers overview.",
   "source": "https://developer.salesforce.com/docs/platform/hosted-mcp-servers/guide/hosted-mcp-servers-overview.html",
   "tier": "declared"
  },
  {
   "date": "2026-09-09",
   "fact": "freshness.watch[2].url",
   "note": "Opened and verified as the current Case object reference.",
   "source": "https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_case.htm",
   "tier": "declared"
  },
  {
   "date": "2026-09-09",
   "fact": "freshness.watch[3].url",
   "note": "Opened and verified as the current Service Cloud product page, including the Sales Cloud distinction.",
   "source": "https://www.salesforce.com/service/cloud/",
   "tier": "declared"
  }
 ],
 "freshness": {
  "last_verified": "2026-09-09",
  "volatility": "high",
  "watch": [
   {
    "type": "docs",
    "url": "https://developer.salesforce.com/docs/atlas.en-us.api_rest.meta/api_rest/intro_what_is_rest_api.htm"
   },
   {
    "type": "docs",
    "url": "https://developer.salesforce.com/docs/platform/hosted-mcp-servers/guide/hosted-mcp-servers-overview.html"
   },
   {
    "type": "docs",
    "url": "https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_case.htm"
   },
   {
    "type": "docs",
    "url": "https://www.salesforce.com/service/cloud/"
   }
  ]
 },
 "homepage": "https://www.salesforce.com/service/cloud/",
 "id": "salesforce-service-cloud",
 "license": "commercial",
 "modalities": {
  "agent_docs": {
   "llms_txt": true
  },
  "api": {
   "auth": [
    "oauth2"
   ],
   "coverage": "full",
   "docs": "https://developer.salesforce.com/docs/atlas.en-us.api_rest.meta/api_rest/intro_what_is_rest_api.htm",
   "exists": true,
   "kinds": [
    "rest",
    "soap",
    "graphql",
    "pubsub"
   ]
  },
  "cli": {
   "exists": true
  },
  "computer_use": {
   "issues": [],
   "viability": "unknown"
  },
  "data_access": {
   "export": [
    "rest-json",
    "soap-xml",
    "soql",
    "graphql"
   ],
   "import": [
    "rest-json",
    "soap-xml"
   ]
  },
  "extensibility": {
   "scripting": [
    "apex",
    "flow"
   ],
   "webhooks": true
  },
  "integrations": {
   "make": "unknown",
   "n8n": "unknown",
   "power_automate": "unknown",
   "zapier": "unknown"
  },
  "mcp": {
   "first_party": true,
   "third_party": [],
   "verdict": "official"
  },
  "rpa": {
   "drivability": "unknown",
   "notes": "No repeatable UI probe was run. Service Cloud work is case, knowledge, and console activity in Lightning Experience. Documented machine paths are Salesforce Platform REST, SOAP, GraphQL, and Pub/Sub APIs, OAuth 2.0 through external client apps, Apex, platform events, Salesforce CLI, and Hosted MCP SObject servers. This record is Service Cloud on the Salesforce Platform. It is not Sales Cloud, Slack, Tableau, Field Service as a standalone product, or MuleSoft.\n",
   "ui_stack": [
    "web-dom"
   ],
   "vendor_support": []
  },
  "sdk": {
   "exists": true,
   "languages": [
    "java"
   ],
   "official": true
  }
 },
 "name": "Salesforce Service Cloud",
 "platforms": [
  "web"
 ],
 "related": {
  "alternatives": [
   "salesforce-sales-cloud",
   "zendesk",
   "dynamics-365-customer-service",
   "servicenow"
  ],
  "our_products": []
 },
 "schema_version": 1,
 "score_version": 1,
 "status": "active",
 "vendor": "Salesforce",
 "verdict": {
  "best_path": "api",
  "scores": {
   "api": 9,
   "cli": 6,
   "computer_use": null,
   "integrations": null,
   "mcp": 8,
   "overall": 9,
   "rpa": null
  },
  "summary": "Service Cloud is automatable today through Salesforce Platform APIs and Salesforce Hosted MCP Servers. The Case standard object supports create, update, delete, query, retrieve, search, and undelete. REST API exposes those records at /services/data/vXX.X/sobjects/Case. SOAP API is enabled by default on Enterprise, Performance, Unlimited, and Developer editions, with some Professional orgs and an API Enabled user permission. GraphQL API and Pub/Sub API add query aggregation and event subscribe or publish for platform events and change data capture, including CaseChangeEvent. KnowledgeArticle provides read access to Knowledge when the feature and license are enabled. Hosted MCP Servers are generally available for Enterprise Edition orgs and above, with preconfigured SObject servers for standard and custom objects and custom tools from Apex, Flows, and the API Catalog. Salesforce's GA announcement uses recent case activity as an MCP example. Material limits are edition and API Enabled gates, daily API allocations, Hosted MCP enablement and the mcp_api scope, and Connect API catalog coverage that is still growing. Salesforce CLI is an official DX and org-lifecycle tool, not a case-work shell. Computer-use viability was not established.\n"
 }
}