Home/Packs / Service Excellence Pack
§01Packs

Service Excellence Pack

Triage, knowledge, SLAs and coaching first. Then Salesforce's Help Agent, Casey, made ready for your customers.

§02At a glance

The fit.

Best for
Service Cloud teams handling a steady case volume who want to deflect, route and resolve better
Typical go-live
Start with the internal agents in 4 to 6 weeks, then add the rest in waves

Built to order in your org. Not a template.

Fixed price, USD

First wave: Inside first

Simple wave
$10,500
Standard wave
$19,500
Book a call ↗See every wave ↓
§03The problem

Why this pack.

Salesforce's Help Agent, Casey, switches on in minutes and answers from whatever knowledge, routing and escalation sit behind it. This pack fixes those first: triage, knowledge, SLAs and coaching. Then it makes Casey ready for your customers, with an answer test suite, a resolution forecast and a limited rollout.

§04Fixed scope

Choose your starting wave.

Each wave is its own fixed price. Every agent after the first in a wave is 20% less. Add-ons are full price.

Wave 01

Inside first

Misrouted cases and missed SLAs

Simple wave
$10,500 USD
Standard wave
$19,500 USD

Wave 03

Go customer-facing

Salesforce's Help Agent (Casey) live on your channels, tested, with a resolution forecast and a handoff that keeps the conversation

Simple wave
$20,500 USD
Standard wave
$34,000 USD

The Standard launch includes knowledge content readiness. If you bought it in the Quality loop wave, $8,500 USD comes off the Standard launch price.

§05Delivery

Included.

  • Discovery and fit report
  • Configuration to your case model, queues and policies
  • Sandbox testing with adversarial cases
  • Limited first week
  • Agent and supervisor training
  • 30 days of support per wave
§06Before we start

Prerequisites.

These requirements cover the complete pack. We confirm which apply to your chosen agents and wave before you sign.

  • Service Cloud with cases as your main work item
  • Enterprise, Performance or Unlimited Edition with Salesforce Foundations or an Agentforce 1 Edition; required add-ons depend on the actions used.
  • Agentforce enabled with Employee agents, and entitlements for AI classification
  • Omni-Channel routing (queue-based or skills-based), or we set up basic queue routing as part of the Complex tier
  • Optional: Einstein Case Classification, Slack (daily triage digest)
  • Service Cloud
  • Agentforce enabled with Employee agents, and entitlements for case scoring
  • Case conversations stored in Salesforce (Email-to-Case, Messaging, case comments or transcripts)
  • A written QA standard, even an informal one; a role hierarchy or team field that shows who reports to whom
  • Optional: Slack (weekly digest to leads), Service Cloud Voice transcripts
  • Entitlement Management with milestones, or reliable SLA due-date fields on Case
  • Agentforce enabled with Employee agents, and entitlements for chat actions (scoring and alerts use no Flex Credits)
  • Omni-Channel presence and skills, if you want availability-aware reassignment
  • Optional: Slack (alerts and approvals)
  • Service Cloud with Omni-Channel
  • The Agentforce Self Service Resolutions add-on (Enterprise, Performance or Unlimited), plus the Self Service Login or Member add-ons for signed-in customers
  • Salesforce Knowledge (Lightning Knowledge) with cases linked to articles, and resolution notes, emails or transcripts on resolved cases
  • A website for Messaging for In-App and Web, or an Experience Cloud site
  • Agent Assist add-on: Email-to-Case or Messaging, a written tone guide and policy rules (we help make them checkable); Agentforce for Service if you want to use native Service Replies
  • Education variant: Education Cloud with recruitment and admissions (or Leads and Contacts for enquiries); optional Salesforce Scheduler or a booking tool linked to Salesforce
  • Data 360 with an Agentforce Data Library, which Agentforce needs to answer from Knowledge articles (Enterprise edition and above can provision it at no cost with a starting allowance)
  • Optional: Einstein Knowledge Creation, Slack
  • Flex Credit model required for the internal agents. Salesforce's Help Agent is billed per resolution (400 Flex Credits each) through the Self Service Resolutions add-on. If your org is on per-conversation pricing, talk to us first.
§07Three separate costs

What you pay.

What you pay anyone else
Nothing for these agents.
What you pay ArkeAgents
The agent or wave prices above, fixed before we start.
§08Related work

Pairs with.

§09Next step

Start with one job.

We’ll agree which agents fit, what comes first and the price before we start.

Book a call ↗Email us