Overview
What is Salesforce Service Cloud?
Service Cloud is a customer service platform that helps businesses manage and resolve customer inquiries and issues. It provides tools for case management, knowledge base, omni-channel support, automation, and analytics, enabling companies to deliver exceptional customer service experiences.
Increase productivity of Support team with Salesforce Service Cloud
Enhanced Customer Service Platform
Service Cloud Gives Visibility into Every Client Across All Teams at Any Moment
Salesforce Service Cloud is a sturdy platform and built for enterprise level clients
Great for the organized and the forgetful!
Great Product for Small Businesses
Salesforce Service Cloud is an Awesome Product
Salesforce Service Cloud delivers flexible features for an Agile team
All your customer service needs sorted in one go with Salesforce Service Cloud
Salesforce is Customizable and Useful but Has Flaws
Salesforce Service Cloud's integrated data makes up for clunkiness and lackluster features
Salesforce Service Cloud has really helped!
Salesforce Service Cloud is a helpful tool for customer service
Salesforce Service Cloud overview
How Salesforce Service Cloud Differs From Its Competitors
Customer Experience
Customer Experience
Customer Experience
Awards
Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards
Popular Features
- Email support (67)9.393%
- Ticket creation and submission (66)9.292%
- Organize and prioritize service tickets (66)8.888%
- Ticket response (65)8.888%
Reviewer Pros & Cons
Pricing
Starter Suite
$25
Professional
$80
Enterprise
$165
Entry-level set up fee?
- No setup fee
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
Starting price (does not include set up fee)
- $25 per month
Product Demos
Salesforce Service Cloud Tutorial | Service Cloud In Salesforce | Salesforce Training | Simplilearn
Salesforce Service Cloud Voice Demo | Salesforce
Features
Incident and problem management
Streamlining ticketing and service restoration processes
- 8.8Organize and prioritize service tickets(66) Ratings
Prioritize tickets to ensure most urgent are tackled first
- 8.5Expert directory(47) Ratings
Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts
- 9.2Subscription-based notifications(56) Ratings
Users subscribe to notifications for ticket updates
- 8.4ITSM collaboration and documentation(52) Ratings
Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.
- 9.2Ticket creation and submission(66) Ratings
Users and agents can easily enter new support requests.
- 8.8Ticket response(65) Ratings
Agents can easily follow up with customers.
Self Help Community
Features that allow customers to self-service for support issues.
- 9.1External knowledge base(57) Ratings
Customers can self-service by searching through help articles.
- 9Internal knowledge base(62) Ratings
Internal knowledge base helps agents answer customers' support questions.
Multi-Channel Help
Features related to providing customer service and support via different communication channels. Communications are organized by ticket/customer/channel for the convenience of agents.
- 8.9Customer portal(48) Ratings
Customer portal allows customers to submit tickets themselves and/or access self help resources.
- 8.5IVR(31) Ratings
Includes an interactive voice response system for routing callers to the correct agent or information.
- 8.6Social integration(42) Ratings
Agents can communicate with customers via social networks like Facebook and Twitter; may also include brand activity monitoring/reporting capabilities.
- 9.3Email support(67) Ratings
Integrates with email so that agents can send and receive information related to support tickets via email; email communications are attached to support tickets.
- 9.2Help Desk CRM integration(59) Ratings
Integrates with CRM so that tickets and support communications are coordinated with customers' records.
Product Details
- About
- Integrations
- Competitors
- Tech Details
- FAQs
What is Salesforce Service Cloud?
Salesforce Service Cloud Features
Incident and problem management Features
- Supported: Organize and prioritize service tickets
- Supported: Expert directory
- Supported: Subscription-based notifications
- Supported: ITSM collaboration and documentation
- Supported: Ticket creation and submission
- Supported: Ticket response
- Supported: Automated responses
- Supported: Attachments/Screencasts
- Supported: SLA management
Self Help Community Features
- Supported: Forums
- Supported: External knowledge base
- Supported: Internal knowledge base
- Supported: Q and A
- Supported: Surveys/polls
Multi-Channel Help Features
- Supported: Customer portal
- Supported: Live help chat
- Supported: Phone support
- Supported: IVR
- Supported: Call scripting
- Supported: Social integration
- Supported: Email support
- Supported: Help Desk CRM integration
Additional Features
- Supported: Lighting Console
- Supported: Knowledge Base
- Supported: Live Agent
- Supported: Social Customer Service
- Supported: In-App Support
- Supported: Service Wave Analytics
- Supported: Mobile Support
- Supported: Customer Communities
Salesforce Service Cloud Screenshots
Salesforce Service Cloud Video
Salesforce Service Cloud Integrations
Salesforce Service Cloud Competitors
Salesforce Service Cloud Technical Details
Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
---|---|
Operating Systems | Unspecified |
Mobile Application | Apple iOS, Android, Mobile Web |
Supported Countries | Canada, United States, United Kingdom, Japan, Korea, India, China, Australia, Brazil, Mexico, Finland, Denmark, France, Germany, Ireland, Italy, The Netherlands, Spain, Sweden, Switzerland |
Supported Languages | English, French, Portuguese, Japanese, Spanish |
Frequently Asked Questions
Comparisons
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Reviews and Ratings
(368)Attribute Ratings
Reviews
(1-16 of 16)- Case Management
- Knowledge Management
- Automations using Salesforce Platform features based on business needs
- Customization using the Salesforce platform features like Flows and LWC
- Extensive information available and online training through Trailhead, which makes it easier for new people to learn the product.
- Like any large product, it can be complex for new person to build expertise on Salesforce Service cloud
- The Starter Suite (Group Edition) and Pro Suite (Professional Edition) have limited features related to customizing the platform
- The Enterprise edition which is very powerful and flexible can be pricey for small businesses.
- Service Cloud is easy to use whether you're inputing data or trying to access it.
- By having a simple interface and creating dashboards, reports and views customized to an individual user's needs, we were able to achieve nearly 100% adoption rate.
- The highest praise I can give about this product is that our employees barely "felt" its existence in that it never got in the way of reaching the information or providing the information they needed. It never felt cumbersome or like it was getting in the way of doing their job.
- Reporting could be a bit more flexible. For some data we need to export to Excel and run formulas.
- Needs better phone system (Shoretel) integration. The app exchange app from Shoretel is very buggy and not well supported. It would be nice to have a Salesforce-owned solution with proper support.
- Out of the box customer surveying would be great for insight into our service levels. We use an app to generate surveys but its costly and this could be a standard feature in Service Cloud.
Great for the organized and the forgetful!
- Cloud based storage.
- Consolidate data.
- Create a meaningful database that can be easily accessed.
- A free trial would be extremely valuable to customers who are not able to commit to a full plan.
- The pricing of this program is not priced competitively with other similar services.
- Can be quite time consuming to maintain.
- Not user friendly if you aren’t tech savvy/familiar with software.
Salesforce is Customizable and Useful but Has Flaws
- It is organized, the Kanban view is useful
- The interface can really be customized
- The communications system inside Salesforce is helpful and you can tag and notify your teammates
- Because the interface is so customizable, it can be difficult to know where to look for different settings
- The support team could be more responsive, depending on what type of package you purchase they can take long to respond
- It takes some time to ramp up use of the platform and lots of internal tutorials to our brokerage team as admins
Flexible, simple and future proof!
- Easy to manage across multiple incoming lanes.
- Flexible for our changing service requirements.
- Customizable to each user experience.
- More pre-built customer portal options.
- Salesforce manages customer data well. It is easy to add/update customers.
- Salesforce manages support cases well. It is easy to create history of tickets and see what is happening as well as report on this information.
- Salesforce makes reporting very easy. You can create reports for just about anything and can present the results in an easily digestible manner.
- Salesforce is highly customizable. Need a field or value to track, no problem to add it where you want it and access it when you need it.
- Salesforce makes reporting very easy. See the current and prospective pipeline in just a few clicks.
- Billing is a challenge with Salesforce, it is not clear and not easy to access.
- The contract for Salesforce Service Cloud is always difficult and requires negotiation each year.
- The tiers of product are to large, if you want one feature from the next option up there is no way to get just that feature, you have to purchase the entire next option just for one feature.
Service Cloud has great reporting and time tracking as well as serviceable ticketing workflow and collaboration
- Customizable templates for specific support flows.
- Time track reporting and other reports.
- Easy queue management.
- End users find opening a ticket cumbersome.
- Too many communication options sometimes makes communication unwieldy.
- There should be an option to pause time during a Waiting (Internal) state.
One of the best clouds for CRM with a great feature set
- Very integrated service cloud community which enables users to help eachother
- There is a mobile application that allows you to manage customers from any device
- Live agents are available to chat is you need support
- Licenses can be expensive
- Steep learning curve that requires training to understand all the features
- Data entry can be time consuming due to all the feature sets
Salesforce Service Cloud for the win!
- Salesforce Service Cloud is a highly customizable CRM that can keep track of your support activities and give high visibility to these activities.
- Salesforce Service Cloud easily allows for automating business processes and solutions which gained us hours of efficiency.
- Salesforce Service Cloud is top notch when it comes to agile development where we need quick and easy enhancements and deploying new functionalities in a timely manner.
- Salesforce Service Cloud can improve when it comes to integrating with other systems. For example, we use JIRA a lot with our agile development and although there is a standard app exchange package you can use, the out of the box integration is minimal. More robust features and integrations of this type would be beneficial.
- Salesforce Service Cloud lacks a lot of knowledge capabilities with the new Lightning interface. I wish it had the knowledge types it used to have since it helps controls user permissions and access more easily.
Support business transformation with SFDC
- Case management and tracking customer interactions.
- Integrations with other data sources to provide a 360 degree customer view when they contact us.
- Knowledge management integration into cases is especially useful to make our users more consistent with shared knowledge.
- Case management and interface is a bit outdated. We do need a lot of information presented but it does not do a good job allowing us to highlight the important things, but still leaving detail available.
- Performance can fluctuate in a shared environment.
- Omni channel functionality is buggy and is unreliable. Sometimes cases get stalled in assignment even if agents are available.
- Lightning experience, though modern, can be slow performing in the browser
Service Cloud for Customer Support
- Reporting and dashboards. These are completely customizable and can be shared across departments. I love being able to see cases by account and also track my team's productivity.
- Integrations - there is no lack of integration options when it comes to Service Cloud. We are currently using a time tracking add-on and survey add-on that were easy to set up.
- Support resources - I love how robust the Knowledge Base is for Service Cloud and having access to a community to ask questions to other users outside our company. I also have taken advantage of some of the video tutorials and Trail Blazer lessons to expand my knowledge on our new tool.
- Since Service Cloud is SO robust it can be a little overwhelming. I'd love to see 'tool tips' added directly into the platform to help guide users. I feel like there are probably a lot of features I am not taking advantage of because I don't know about them yet.
It was our intention to offer customers a place to look up information and submit cases, possibly even communicate with each other in a forum.
- Cases are highly customizable.
- Workflows and custom fields can help categorize and target workload.
- Integration with CRM keeps all information in one portal.
- Incredibly complex to set up and configure.
- Multiple points of potential failure.
- Things Desk.com did out-of-the-box require customized code and components in Service Cloud.
- Front-facing community is extremely difficult to configure and comes with many limitations.
- No help is provided by Salesforce without expensive Premiere Support plans.
- Expensive! Hidden costs and development costs are going to make Service Cloud far more expensive than almost any other Help Desk provider out there.
- Cases
- Knowledge
- Community
Unfortunately, the issue comes up with Cases. There are components for displaying Cases, but unbelievably, there is no place for discussion of the case with the service agent. This is almost ludicrous. There are Case Comment related lists, but these are handicapped by artificial constraints. Customers can't view the entire case comment, because it is only a related list, and there's no ability to change this without creating your own Lightning component, which means additional development costs.
Ultimately, the overall impression of Service Cloud is an extraordinarily half-baked product which is nowhere near enterprise-grade, despite carrying enterprise-level costs.
TAC engineer long time salesforce user
- It's is highly available down time maybe 3 min every 3 months or so.
- Ease of use interface doesn't change much stable of the last 4 years.
- Search and account inventory are very accurate and useful.
- Advance filtering keyword searching with condition can usually be done but only by power users - make advanced search easier.
- Attachments size restrictions - could be our implementation not sure if its a product issue.
- No mandatory mandatory fields. Again this may be implementation dependent
Service Cloud Corrals Manufacturers' Service Requests
The use of Service Cloud by our Aftermarket Service team enables our sales cloud users to assign cases to the service team as they have interactions with customers, and it also gives our sales team visibility into service instances that occur on their customer accounts.
- Case Creation.
- Linking cases to accounts and contacts.
- Utilizing reporting to identify trends in Service Cases (types, accounts, volume).
- If a case is reopened and then re-closed, you have to update the solution, and this overwrites the previous solution to the case. If a case is closed, reopened, then re-closed, it would be helpful to have multiple solutions for that case, instead of having to create a new case, as the continuity of the original case helps for visibility of the case evolution.
- Being able to attach files to emails so that they are visible in Classic and Lightning would be helpful, so our users can more easily move between the two.
- Better notification and identification of new messages on Cases when a user is in Lightning.
Service Cloud is less suited if your organization has a low volume (a couple a day) of service support inquiries and if the requests are highly redundant or always resolved in a single interaction.
Experience in using and implementing Salesforce Service Cloud makes it easy to recommend
- Service Console allows a customizable view of a great deal of information in a single location, keeping agent context within a click.
- Salesforce Knowledge easily provides access to multiple types of information for internal, customer, partner, and public use. It has the ability to feed agents the most relevant articles to help agents close cases with more ease.
- Service Cloud is highly extensible. We integrate it to many other systems and I have helped many customers integrate very relevant data into Salesforce to ensure age3nts have a more complete picture of the customer and their past interactions and transactions with the company.
- Service Cloud easily handles multiple channels of customer case intake with little need for customization. Much can be done through Configuration so you can get your project done sooner.
- Service Cloud is deeply tied to Sales and Marketing on Salesforce so it supports cross-departmental processes and helps build a 360 degree view of customers.
- Salesforce has a flexible model for routing of cases, but it could use improvement in the area of skills based routing and more complicated case assignment based on agent presence. Salesforce has this on their roadmap, so the functionality appears to be coming, but this is a typical area of customization when it comes to implementation.
- Service Cloud runs many large call centers around the world, but Salesforce could improve upon the process of onboarding and offboarding agents when it comes to high turnover and large call centers. This can certainly be done, but it's a bit of administrative work for customers today.
- Service Cloud has grown significantly and one evidence of that is the speed of product change in areas such as Questions, Answers, and Chatter Answers. They are all designed to be the same type of interaction where a customer can ask something of the community, be given possible solutions, and continue to post their question and receive an answer. That particular feature has been evolving, though it has not significantly affected existing implementations. The good thing is, the product keeps maturing.
Professional edition Salesforce Service Cloud
- Very customisable. Since this is primarily a Sales application it can adapt to any organisation's process and if you are new to using Salesforce it can give you many out of the box tools that can be used.
- Case management is quite different to how it normally is presented on most of the market leaders but I think the approach to use the case management module in tandem with Accounts and contacts enables the CRM side of things to kick in. So the company and Account managers can have a holistic view of what issues are going on with their Accounts.
- If implemented correctly, the system admin can have a lot of control over how to set processes and ensuring data quality is managed right from the start. It helps to have the User interface as drag and drop and move things around if not done properly the first time.
- Professional edition has reports and dashboards that are very limited to the various cuts of data that need to sometimes talk to each other.
- Auto-refresh every time you need real time data is a pain. It never refreshes with the browser and depending on the number of widgets you have for a dashboard it can take a minute or two to get the latest info which if you are in a meeting can be slightly frustrating to wait
- Limitation as Support management is limited to only case management. It would be useful to have defect and release management capabilities to ensure companies that need to follow their SDLC can work with this