What users are saying about

Salesforce Service Cloud

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow'>Customer Verified: Read more.</a>
Top Rated
213 Ratings

Salesforce Service Cloud

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow'>Customer Verified: Read more.</a>
Top Rated
213 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow'>trScore algorithm: Learn more.</a>
Score 8.6 out of 101

Add comparison

Likelihood to Recommend

Salesforce Service Cloud

Salesforce Service Cloud is excellent for managing your customer service and support cases. For example, we use it when we need to keep track of issues that are raised by our Suppliers so that we can reach out to our Buyers and resolve any discrepancies. These cases are then tied to each Account and Contact associated with the support transaction and it makes it very clear and easy to track who is doing what with the request. Salesforce Service Cloud also does an excellent job of helping us automate the mundane tasks needed to capture key information and ease the workload off of our agents by providing easy to use macros/quick texts and flows that automatically fill in the necessary fields on the back end. Our agents don't need to waste time or energy worrying about data entry and can instead focus on their core skills of helping out customers.
No photo available

Feature Rating Comparison

Incident and problem management

Salesforce Service Cloud
8.6
Organize and prioritize service tickets
Salesforce Service Cloud
8.8
Expert directory
Salesforce Service Cloud
7.8
Subscription-based notifications
Salesforce Service Cloud
8.5
ITSM collaboration and documentation
Salesforce Service Cloud
8.5
Ticket creation and submission
Salesforce Service Cloud
9.1
Ticket response
Salesforce Service Cloud
9.0

Self Help Community

Salesforce Service Cloud
8.6
External knowledge base
Salesforce Service Cloud
8.8
Internal knowledge base
Salesforce Service Cloud
8.4

Multi-Channel Help

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

Pros

  • 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.
No photo available

Cons

  • Salesforce needs to offer better email functionality from writhin the system. Not all customers choose to integrate their Gmail or Outlook accounts to work from those native email platforms, but in stead will email directly from within Salesforce and the functionality could be improved for a better user experience.
  • When new emails are received in Salesforce the tabs open for those Cases should notify the user that there is a new email.
  • Merging duplicate Cases is not a native feature and food apps to do this add expense. Salesforce should build this functionality into its product directly.
No photo available

Likelihood to Renew

Salesforce Service Cloud9.3
Based on 4 answers
It meets all of the business needs at a reasonable rate. Given our usage of Salesforce, it only makes sense to continue using it
Patrick Slaven profile photo

Usability

Salesforce Service Cloud9.0
Based on 4 answers
Ease of use and great customer support and training documentation
No photo available

Support

Salesforce Service Cloud4.0
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

More mature application leading to fewer exception rates and more experience handling complex business scenarios over the years. In terms of market share, Salesforce Service Cloud is widely used as it gives you the flexibility to drag and drop the components without any technical expertise/knowledge. It helps a normal user as it is easy to understand the functionalities in an easy manner. It is cloud-based, hence the information can be accessed anywhere, anytime.
Rajat Sharma profile photo

Return on Investment

  • We've been able to save money on new hires as they're not needed.
  • Customer satisfaction surveys are higher.
  • Service continues to grow.
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
Additional Pricing Details