Overview
What is Salesforce Service Cloud?
Salesforce Service Cloud provides companies with a call center-like view that enables them to create and track cases coming in, and automatically route and escalate what’s important. The Salesforce CRM-powered customer portal provides customers the ability to track their own…
Service in Salesforce
A perfect solution for customer support
Software that goes above and beyond.
Salesforce Service Cloud helped us deploy a customer solution in less than two weeks.
A power user who is still in love with Salesforce Service Cloud
Salesforce Service Cloud: Efficient and Effective Communications Across the Globe!
Useful but complex
Flexible, simple and future proof!
Horrendous Product, Consider All Other Options
Salesforce Service Cloud - great option for growing businesses
Salesforce Service Cloud User Review - a fantastic user experience!
Service Cloud Gives Visibility into Every Client Across All Teams at Any Moment
SalesForce Service Cloud, a capable product overall
Great for Customer service needs
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 (56)9.898%
- Organize and prioritize service tickets (55)9.292%
- Ticket response (55)8.989%
- Ticket creation and submission (56)8.585%
Reviewer Pros & Cons
Pricing
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)
- $65 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
- 9.2Organize and prioritize service tickets(55) Ratings
Prioritize tickets to ensure most urgent are tackled first
- 8.3Expert directory(40) Ratings
Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts
- 8Subscription-based notifications(47) Ratings
Users subscribe to notifications for ticket updates
- 8.2ITSM collaboration and documentation(42) 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.
- 8.5Ticket creation and submission(56) Ratings
Users and agents can easily enter new support requests.
- 8.9Ticket response(55) Ratings
Agents can easily follow up with customers.
Self Help Community
Features that allow customers to self-service for support issues.
- 8.5External knowledge base(46) Ratings
Customers can self-service by searching through help articles.
- 9.1Internal knowledge base(51) 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.
- 9.2Customer portal(39) Ratings
Customer portal allows customers to submit tickets themselves and/or access self help resources.
- 9.2IVR(25) Ratings
Includes an interactive voice response system for routing callers to the correct agent or information.
- 7.3Social integration(34) Ratings
Agents can communicate with customers via social networks like Facebook and Twitter; may also include brand activity monitoring/reporting capabilities.
- 9.8Email support(56) 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(49) 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 provides companies with a call center-like view that enables them to create and track cases coming in, and automatically route and escalate what’s important. The Salesforce CRM-powered customer portal provides customers the ability to track their own cases, includes a social networking plug-in that enables the user to join the conversation about their company on social networking websites, provides analytical tools and other services including email, chat, Google search, and access to customers' entitlement and contracts.
Salesforce Service Cloud 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 Videos
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, Windows Phone, 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
Compare with
Reviews and Ratings
(360)Attribute Ratings
Reviews
(1-25 of 63)Salesforce Service Cloud overview
It can digitize and automate service/ post sales management for a business by automating ticket creation, routing workflows, service/ work order generation, communication and collaboration, resolution, and customer feedback survey.
- Automation and digitization of service management
- Improving customer satisfaction post sales
- Increasing the efficiency of service organization and reducing service resolution time
- Better field service capabilities
- Better/ more competitive pricing
- Pre-built CTI offering
- Audit trail of all dispute resolutions and customer history
- Can be easily configured as per business requirements
- Integration agnostic with 3rd party systems like CTI, ERP, other external systems
Service CLoud can help increase your CSAT / NPS score by giving customers a better support experience and helping increase the efficiency of your service organization. It is priced more than some good competitors in the market but is more scalable and configurable compared to other solutions
Service in Salesforce
- Salesforce Service Cloud is a very versatile platform that has many out-of-the-box features that allow you to communicate with customers through email, web forms, chat, and social media.
- The ability to customize the platform is extremely helpful to aligning the business practices with the service needs. Learning to customize objects is simple and intuitive due to the ability to perform much customization through menus instead of code.
- Salesforce has a robust community and catalog of instructional material that makes it simple and easy to find solutions to new customizations.
- 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.
A perfect solution for customer support
- Web2Form helps us and save our effort to create form and submit it. Using simple web2case we are submitting the form to service cloud and generating a service request for user.
- Chatbot and instant messaging service
- Identifying error on the system for triggering the query or ticket creation is complex
- Easy navigation can be possible
Instant messaging service.
Integrate with Salesforce Commerce Cloud for user information
Web2Case or Web2Form to generate and make a form live
Software that goes above and beyond.
- A good interface for service calls.
- Easy to communicate with the users.
- Detailed view of change requests in one page.
- Search function could be better.
- The list view for the ticketing queue could be improved.
- Arrangement of fields in a ticket could be a bit more concise.
- Super fast set-up of the service from design through to production.
- Robust method of release management from sandbox, to test, to production.
- User access controls can be fine grain, which is great for GDPR requirements, limiting access to only necessary data.
- Simple api integrations with other third party systems
- Broad range of features and functionality
- Einstein search features provides faster information mining for our agents as they help to resolve customer requests.
- You need to fully understand the data model to make implementation simpler.
- Reporting can be challenging if you are after status at historical points in time.
- Some features can be cost prohibited
If you want to extend Service Cloud into Sales, Self-Service or Digital Marketing, you need to purchase additional services which can be relatively high cost.
- The ability to open tickets from emails.
- Link multiple related tickets.
- It lacks a global search option.
- I wish it could structure incoming client requests.
It's less appropriate when tying up similar cases or even allowing knowledge sharing across tickets.
However, any changes require a lot of effort and usually need to engage consultants which gets expensive.
- Accessibility: Our teams are able to work in all time zones all over the world as long as they have an internet connection. It has allowed us to expand globally.
- Collaboration: It enables our teams in all departments/regions to access the same information/data and work from shared inboxes/cases.
- Navigation: Salesforce is very user-friendly, easy to navigate and train new starters on. It allows us to be process-driven and efficient.
- Set-Up: Building and set up can be time-consuming. Report building can also be complicated.
- Omnichannel: Omnichannel feature can be glitchy, users often find assigned work disappears from inboxes if the user loses internet connection or opens a new tab.
Useful but complex
- It helps you focus on your organization’s relationships with individual people — in my case colleagues
- It provides support and additional services throughout the [colleague's] relationship.
- It improves communication and support
- Not so easy to manage
- [The] interface seems a little bit complex (unnecessarily)
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.
Horrendous Product, Consider All Other 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.
- Create accounts.
- Save contacts.
- Edit information easily.
- All good. Nothing to highlight.
- 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.
SalesForce Service Cloud, a capable product overall
- We can use it to support our customers worldwide.
- It collects the data in reports so we can analyze overall customer support.
- It maintains the customer records so we can review the history.
- Customer service is extremely poor in that the departments won't communicate. Rather, the customer is expected to keep the ball rolling.
- We tried to utilize their surveys but they don't supply the report. So customers can complete a survey but we can only review by line item. Customer service confirmed this.
- We may use a feature one day and it is gone the next. For example, we cannot use Macros now and they cannot commit to when the issue will be remedied.
Great for Customer service needs
- User friendly.
- Fast technical support.
- Trustful brand.
- Rare bugs of saving updates.
- So many updates which sometimes disorient me from known routine.
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.
- User friendly interface for employees to use.
- There are so many add-ons you can utilise depending on what suits your business needs.
- Great reporting functions which can be used by non-tech people!
- Generally very customisable.
- Can be quite slow if you have more than one tab open.
- Occasionally there are glitches in the reporting.
- Although the increased functionality is great, this can initially be overwhelming for users.
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
Great tool
A great tool to have to share information about your clients, notes, email etc.
- Share information
- Store data
- Quick find on multiple cases
- It can be very slow
- Need more training material
- More personalisation
Best CRM Ever
- Easy Integration
- Well exposed APIs
- Secure
- Too much data in one window
- Navigation
- Browser compatibility
Our service center relies on Service Cloud
- Console look and feel.
- Many records opened at once.
- Closing tabs with the keyboard shortcuts will sometimes close the browser tab.
Powerful CRM tool
- It integrates nicely with our CTI solution (new voice media).
- The inbound phone number or email address lookup automatically provides the existing contact.
- The huge capacity to add custom data fields to capture all the data collection needs we have.
- Very limited options when it comes to pre-built data fields. Can't update data labels in order to make it fit our scenario.
- Report/Dashboard preview data during editing is not reflecting real data until you have to save and run it.
- Dashboard does not have enough chart type options.
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
SFDC Service Cloud Review
- Salesforce Service Cloud has cases that you can use to separate and organize any issues that your customers have, which is good because of traceability.
- The reports and dashboards made from Salesforce Service Cloud are useful because we can use them to track how our workers are performing in service and metrics.
- There is no proper work order.
- There is also no feature where you can schedule any "service" time with internal workers and customers.