Service Cloud Partner in the Gulf and Egypt

Arcsen builds Service Cloud desks for airlines, government entities, manufacturers and facilities firms in the Gulf and Egypt, with email, phone, WhatsApp and portal requests handled as cases in one Arabic and English console. Each case carries the customer’s history, the ERP record behind it and a service-level clock, so supervisors see what is late before the customer calls back.

What we build

Every request has an owner and a clock.

One desk in Arabic and English

Cases, knowledge articles, macros and email templates run in both languages, and agents work right to left in Lightning where Salesforce supports it. Support varies by feature, so we test every Arabic template and screen before go-live.

WhatsApp on the case

WhatsApp runs through Salesforce’s enhanced messaging channel, beside email, web forms, chat and phone. Omni-Channel routes each conversation by skill, language and workload, and the thread stays on the case, so no customer has to repeat the story.

Service levels with a deadline

Entitlements and milestones set a deadline for each case type, from a warranty claim to a licence renewal. Warnings fire before a breach, supervisors watch queues in Omni Supervisor, and dashboards show every missed milestone.

Agentforce on the first line

Agentforce service agents answer routine questions from your knowledge base and records, in Arabic or English, and pass the customer to a person with the conversation attached. Teams on Einstein Bots can convert them with Salesforce’s upgrade tool.

The ERP inside the case

Warranty status, orders, invoices and asset history from SAP S/4HANA, Oracle Fusion or the system you already run appear on the case through MuleSoft or direct APIs. The ERP stays the system of record, and agents stop switching screens.

Self-service on the same desk

An Experience Cloud help centre lets customers raise and track cases, read articles in both languages and, once your entity is onboarded, sign in with UAE Pass. Portal requests land on the same desk, under the same rules.

Client work

Service Cloud work for airlines, government and industry.

Air CairoPassenger CRM on Service + Sales CloudOne passenger record, service as cases, in Arabic and English, under a public agreement.El-Araby GroupDynamics 365 to SalesforceEgypt’s home appliances maker runs after-sales, warranty and self-service visits on Service Cloud and Experience Cloud, linked to SAP S/4HANA.Qatar AirwaysSupplier portal & serviceA supplier portal on Experience Cloud for invoices, payments and documents, with Service Cloud cases, Einstein Bots and in-app messaging.Government of AjmanExperience & Service CloudPortals built on Experience Cloud and case management on Service Cloud for the Government of Ajman.iFM Facilities ManagementService Cloud & integrationService Cloud for an integrated facilities management provider, connected to its core business systems.AW RostamaniCredit control on Service CloudCredit requests as Service Cloud cases, with risk rating, reminders and approvals across sales, credit control and management, plus order release and down payment clearance through Oracle.OunassService Cloud for luxury e-commerceOunass customer care runs on Service Cloud: one view of every customer’s orders, returns, store credit and loyalty, with WhatsApp, chatbot, live chat, IVR and social channels, Slack swarming, and Magento and SAP integration.

How we deliver

From health check to managed service.

Assess the current desk

For an existing org, the free Salesforce Health Check scores it in ten working days, and the report is yours to keep. With AI agents in scope, the free Agentforce Readiness Assessment adds three use cases and a pilot plan.

Design the case model

Case types, queues, entitlements, routing and bilingual templates are agreed with the people who answer customers. ERP integrations are specified early, because they decide what an agent can resolve on first contact.

Build in releases

A first release puts email, phone and WhatsApp on one console. Portals, Agentforce agents and further integrations follow in later releases, each tested with real cases in Arabic and English.

Run with managed services

After go-live, our managed services team handles fixes, new case types and routing changes, keeps the org current through Salesforce’s three releases a year and reviews service levels with your supervisors.

Questions we get

Asked by every buyer, answered straight.

Which Service Cloud edition do we need?

Smaller teams can start on Starter Suite or Pro Suite. Larger desks choose Core, Advanced or Max, the editions that replaced Enterprise, Unlimited and Agentforce 1 in 2026. Salesforce branded the product Agentforce Service from late 2025 and now calls it Service Cloud again. We size editions and add-ons against your channels and volumes.

Does Service Cloud work in Arabic?

Yes, with limits to plan for. Arabic is a Salesforce end-user language, and Lightning shows it right to left, with the best support on standard Service Cloud objects, reports and Knowledge. Email and feeds have no right-to-left support. Agentforce’s Service Agent has worked in Arabic since November 2025.

Can Service Cloud work with SAP or Oracle?

Yes. We connect Service Cloud to SAP S/4HANA, Oracle Fusion and other ERPs through MuleSoft or APIs, so agents see warranty, order and invoice data on the case. At El-Araby Group, after-sales and warranty run on Service Cloud linked to SAP S/4HANA. The ERP remains the system of record.

How do we move from Dynamics 365 or an older helpdesk?

We map case types, history, service levels and integrations, migrate open and recent cases with their attachments, and archive older records where your policy allows. El-Araby Group is one client that moved from Dynamics 365 to Salesforce. Timelines depend on channels, integrations and data quality, and you get a sequenced plan before build starts.

Know what to fix before you add channels.

Start with a free Salesforce health check

Or talk to the team. See also: Air Cairo case study · Public sector clients · Manufacturing clients.