What users are saying about
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Top Rated
234 Ratings

Salesforce Service Cloud

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Top Rated
234 Ratings
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Score 8.7 out of 100

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
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Salesforce Service Cloud
8.7
Organize and prioritize service tickets
Salesforce Service Cloud
8.8
Expert directory
Salesforce Service Cloud
8.2
Subscription-based notifications
Salesforce Service Cloud
8.5
ITSM collaboration and documentation
Salesforce Service Cloud
8.5
Ticket creation and submission
Salesforce Service Cloud
9.2
Ticket response
Salesforce Service Cloud
9.1

Self Help Community

Salesforce Service Cloud
8.8
External knowledge base
Salesforce Service Cloud
8.9
Internal knowledge base
Salesforce Service Cloud
8.8

Multi-Channel Help

Salesforce Service Cloud
8.9
Customer portal
Salesforce Service Cloud
8.9
IVR
Salesforce Service Cloud
8.6
Social integration
Salesforce Service Cloud
9.0
Email support
Salesforce Service Cloud
9.0
Help Desk CRM integration
Salesforce Service Cloud
8.8

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.
Anonymous | TrustRadius Reviewer

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.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

Salesforce Service Cloud

Salesforce Service Cloud 9.6
Based on 4 answers
Professional edition works best for a small company with lower call volumes and is very useful but as you grow exponetially I think it has limited ability to do all the things we want to - SLA management, defect, release management to name a few. Reports and dashboards being available in real time.
Anonymous | TrustRadius Reviewer

Usability

Salesforce Service Cloud

Salesforce Service Cloud 9.0
Based on 4 answers
Salesforce has evolved the Service Cloud solution from a rather basic tool for case management to a highly customizable, functional tool that scales from small to huge businesses. From working at a desktop to working a laptop in a hotel or even handling customer cases on a mobile device, Salesforce is not only available everywhere, but easy to use everywhere. Add in newer technologies like live video and screen sharing on mobile devices and you've got a great solution for support. The other addition to that which is vitally important is a great Knowledge Base. This helps reps solve issues faster in the future and leads to better customer satisfaction
Jeff Grosse | TrustRadius Reviewer

Support

Salesforce Service Cloud

Salesforce Service Cloud 8.8
Based on 5 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.
Anonymous | TrustRadius Reviewer

Alternatives Considered

Salesforce Service Cloud

Service Cloud was a good choice for us vs. the other tools primarily for the seamless integration with all the other functionality in SFDC and the easy customization it allows. While ServiceNow has similar capability, we had to build an integration to SFDC during the time we used it, which was a lot of work to setup and was prone to failure.
Anonymous | TrustRadius Reviewer

Return on Investment

Salesforce Service Cloud

  • Positive: We are able to track the time it takes to close tickets and identify agents who are slower than others for additional training.
  • Positive: We are able to report on tickets submitted based on type and department - it's nice seeing that 80% of the tickets coming in from the Iowa region are focused around teller issues; while 80% of the Dallas based region are more around printer issues.
  • Negative: We have to adjust our reports to remove any spam-type or bounced-type emails from our reporting, as EVERY email that comes in creates that new ticket. (But also good for us to see what kind of emails are coming into an "internal" email address).
Jessie Mead | TrustRadius Reviewer

Screenshots

Pricing Details

Salesforce Service Cloud

General

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

Rating Summary

Likelihood to Recommend

Salesforce Service Cloud
8.8

Likelihood to Renew

Salesforce Service Cloud
9.6

Usability

Salesforce Service Cloud
9.0

Support

Salesforce Service Cloud
8.8

Online Training

Salesforce Service Cloud
9.0

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