What users are saying about
<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener noreferrer'>Customer Verified: Read more.</a>
Top Rated
225 Ratings

Salesforce Service Cloud

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener noreferrer'>Customer Verified: Read more.</a>
Top Rated
225 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 8.7 out of 101

Likelihood to Recommend

Salesforce Service Cloud

If you are a growing company that uses Salesforce as your source of truth, Service Cloud is a great option to keep Support cases available in one place and to report on the account level. It's also great for Support teams that are tiered, as you can create various tiers to ensure cases are assigned to to appropriate representative. For example, we have a rep who only handles enterprise accounts. These are automatically assigned to her upon case submission
No photo available

Feature Rating Comparison

Incident and problem management

Salesforce Service Cloud
8.7
Organize and prioritize service tickets
Salesforce Service Cloud
8.9
Expert directory
Salesforce Service Cloud
7.9
Subscription-based notifications
Salesforce Service Cloud
8.5
ITSM collaboration and documentation
Salesforce Service Cloud
8.7
Ticket creation and submission
Salesforce Service Cloud
9.1
Ticket response
Salesforce Service Cloud
9.0

Self Help Community

Salesforce Service Cloud
8.8
External knowledge base
Salesforce Service Cloud
9.0
Internal knowledge base
Salesforce Service Cloud
8.6

Multi-Channel Help

Salesforce Service Cloud
8.8
Customer portal
Salesforce Service Cloud
8.9
IVR
Salesforce Service Cloud
8.5
Social integration
Salesforce Service Cloud
8.9
Email support
Salesforce Service Cloud
8.9
Help Desk CRM integration
Salesforce Service Cloud
8.7

Pros

Salesforce Service Cloud

  • 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.
No photo available

Cons

Salesforce Service Cloud

  • 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.
No photo available

Likelihood to Renew

Salesforce Service Cloud

Salesforce Service Cloud 9.5
Based on 4 answers
We love this platform and it's versatility.
No photo available

Usability

Salesforce Service Cloud

Salesforce Service Cloud 9.0
Based on 4 answers
The system is pretty intuitive and easy to learn once you learn some new terminology.
No photo available

Support

Salesforce Service Cloud

Salesforce Service Cloud 4.0
Based on 2 answers
I odten have to repeat myself and find it difficult to communicaye with the support team. My issues take several days to get resolution, but they do stay in contact daily which is good. I have to escalate to tier 3 to get a really good answer.
No photo available

Alternatives Considered

Salesforce Service Cloud

This is the only case management system I have used. We selected the Salesforce Service Cloud because Salesforce is the platform used for our CRM and pipeline management, so the reporting and tracking of all components are easily integrated.
No photo available

Return on Investment

Salesforce Service Cloud

  • Salesforce has had a great ROI for us by alleviating several duplicate steps.
  • We are still early in our implementation, so more ROI will come as we continue to develop the platform to our needs, but it has already solved many business practices such as routing incoming emails to the appropriate person/team, allowing visibility to work across a department and applying quick template responses to our customers.
  • Salesforce has allowed for more reporting on granular details for our management teams and will continue to improve as we integrate our other systems to leverage Salesforce reporting and analytics.
No photo available

Pricing Details

Salesforce Service Cloud

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Add comparison