The core Service Cloud objects are Case, Solution, Knowledge Article, Entitlement, Milestone, Asset, Contract, ServiceContract, CaseComment, EmailMessage, plus the shared Account and Contact. Below is how they fit together.
The big ten
| Object | What it is |
|---|---|
| Case | The customer issue — the ticket |
| CaseComment | Internal or public note on a Case |
| EmailMessage | An email tied to a Case (inbound or outbound) |
| Solution | Pre-Knowledge legacy: a proposed answer attached to a Case |
KnowledgeArticle / __kav | Versioned article in the knowledge base |
| Asset | A product instance the customer owns (often the thing the Case is about) |
| Contract | The signed agreement covering products/services |
| ServiceContract | A service-specific agreement covering support level |
| Entitlement | The SLA hooked to a Contract / Account / Asset — drives milestones |
Milestone (MilestoneType, EntitlementMilestone) | Time-bound checkpoints within an Entitlement |
Cross-cloud objects you’ll also use
Service Cloud builds on top of standard CRM objects:
- Account — the customer org
- Contact — the person calling/emailing
- Lead — sometimes raised from a service interaction
- User / Queue / Group — for routing
- BusinessHours / Holiday — calendar for SLA math
Field Service add-on objects
If Field Service is enabled, you also get:
- WorkOrder — the job to do on-site
- WorkOrderLineItem — line items on the work order
- ServiceAppointment — scheduled appointment with a technician
- ServiceResource — a technician
- ServiceTerritory — geographic territory
- OperatingHours, TimeSlot — availability calendars
- ProductRequest, ProductTransfer — parts logistics
Console / channel-specific
- LiveChatTranscript, LiveChatVisitor — chat session records
- OmniProcess / OmniIntegrationProcedure — OmniStudio for guided service flows
- PendingServiceRouting — Omni-Channel routing queue
- ServicePresence, ServiceChannel — agent presence tracking
- CallLog, VoiceCall — Service Cloud Voice telephony
- MessagingSession, MessagingEndUser — Enhanced Messaging (WhatsApp / SMS)
Self-service / community
- NetworkMember, Networks, Community — Experience Cloud (community portal where customers log/view their own cases)
Quick relationship map
Account ── Contact ── Case ── CaseComment
│ │ │
│ │ ├── EmailMessage
│ │ ├── Entitlement (via SLA contract)
│ │ ├── Asset (product the case is about)
│ │ └── Knowledge Articles attached
│
└── Contract ── ServiceContract ── Entitlement ── EntitlementMilestoneCommon follow-ups
- Are Solutions still recommended? — No, they’re legacy. Use Knowledge instead.
- Where does Asset come from? — Originally Sales Cloud (created from Order/Opportunity), but heavily used in Service Cloud to tie cases to products.
- Do Field Service objects appear in vanilla Service Cloud? — Only after enabling Field Service Lightning and installing the managed package.
Verified against: Salesforce Help — Service Cloud Objects. Last reviewed 2026-05-17 for Spring ‘26.