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Salesforce Service Cloud

Salesforce Service Cloud

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.

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Recent Reviews

Salesforce Service Cloud overview

9 out of 10
May 08, 2023
Using Salesforce service cloud internally to create support tickets. It offers a complete 360 degree ticket management system with ticket …
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Service in Salesforce

10 out of 10
June 24, 2022
Incentivized
We use Salesforce Service Cloud for about 110 of our users in 3 departments. We currently utilize this product for our service channels …
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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

View all 13 features
  • Email support (67)
    9.3
    93%
  • Ticket creation and submission (66)
    9.2
    92%
  • Organize and prioritize service tickets (66)
    8.8
    88%
  • Ticket response (65)
    8.8
    88%

Reviewer Pros & Cons

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Pricing

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Starter Suite

$25

Cloud
per month

Professional

$80

Cloud
per month

Enterprise

$165

Cloud
per month per user

Entry-level set up fee?

  • No setup fee
For the latest information on pricing, visithttps://www.salesforce.com/products/ser…

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services

Starting price (does not include set up fee)

  • $25 per month
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Product Demos

Salesforce Service Cloud Tutorial | Service Cloud In Salesforce | Salesforce Training | Simplilearn

YouTube

Salesforce Service Cloud Voice Demo | Salesforce

YouTube
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Features

Incident and problem management

Streamlining ticketing and service restoration processes

8.8
Avg 7.9

Self Help Community

Features that allow customers to self-service for support issues.

9
Avg 7.7

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.

8.9
Avg 7.7
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Product Details

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

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

Screenshot of Workflows and OrchestrationScreenshot of Service CatalogScreenshot of Contact Center

Salesforce Service Cloud Video

Salesforce Service Cloud in 100 Seconds

Salesforce Service Cloud Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationApple iOS, Android, Mobile Web
Supported CountriesCanada, United States, United Kingdom, Japan, Korea, India, China, Australia, Brazil, Mexico, Finland, Denmark, France, Germany, Ireland, Italy, The Netherlands, Spain, Sweden, Switzerland
Supported LanguagesEnglish, French, Portuguese, Japanese, Spanish

Frequently Asked Questions

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.

Salesforce Service Cloud starts at $25.

Verint Messaging, Freshdesk, and Helpdesk Pilot are common alternatives for Salesforce Service Cloud.

Reviewers rate Email support highest, with a score of 9.3.

The most common users of Salesforce Service Cloud are from Mid-sized Companies (51-1,000 employees).
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Comparisons

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Reviews and Ratings

(367)

Attribute Ratings

Reviews

(1-25 of 74)
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Naveen Gabrani | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Salesforce Service Cloud is a very powerful and customizable product. It is easy to use. Built on the standard Salesforce platform, the product can be customized to do almost anything that a business might need. It helps organizations increase productivity of support staff by providing better response time and also better quality of case resolutions. Also it has features to manage and review performance of support staff based on company metrics. It is well integrated with other Salesforce products like Sales cloud and Experience cloud. Very small businesses may find the product pricey. Also Salesforce admin or consultant might be expensive for small businesses to onboard.
Steve Kim | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Any organization looking to scale and provide world-class support should consider the investment into Salesforce Service Cloud. There are alternatives on the market but many do not allow the integration and availability that Salesforce does. In my opinion, Salesforce has been the gold standard in the industry. They have also been able to provide a high level of support as our company has grown.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Service Cloud is an excellent solution for businesses that have many clients and touch points across many departments. It functions as a common platform for teams that operate in different capacities and have varying levels of technical aptitude to share their intelligence and interactions with clients.
Score 5 out of 10
Vetted Review
Verified User
Incentivized
I would not recommend Salesforce Service Cloud if an experienced Salesforce Administrator is not administering it. Through Flow you have to create fields that auto update with information such as "Date of Last Email Received", "Date of Last Email Sent", "Numbers of Total Emails Sent", "Number of Total Emails Received. Along with this you have to use Flow to update the appropriate Case Manager based on data living say on the Account Object. Also you have to use Flow to auto-move the Case to status "Waiting for Customer" when the Rep. sends a new Reply. It is not a tool built for a new Salesforce Admin.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
This is great for cold calling and starting clients from scratch. A lot of entry is required to build a customer profile, but if you are diligent in entering this information, then it can be extremely useful, and you will thank yourself down the road for having an organized database with as many or few details stored. It is a little more challenging for existing customers who have a wealth of information on their files because the transfer of information can be quite tedious.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Screen Flows provide step by step instructions for our agents so we don't need 4 weeks of training. This knocked our training down to 2 weeks. Salesforce Service Cloud's reports are not great as they just download into excel so they are not client friendly.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Salesforce Service Cloud is well suited for customer support teams who work many different channels - emails that come in from customers, support cases customers might submit on your site, or chatbot if you have this enabled in Experience Cloud. It provides options for approvals and tracking of SLAs which is especially helpful for larger customer service teams. It may not be suited for teams where a lot of their work comes from external systems or outside sources if you have a small technical team or a limited budget, since it would involve setting up a lot of integrations.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
when looking service support software, i would definitely recommend because it provides the ability to customize or build our own functionality as per requirement. it has by default many features like cases, knowledge, incidents, tasks, approvals, entitlements, milestone, auto responses, email notifications, chat, embedded chat, customization, Einstein analytics, SLA's and many more.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
It is very useful in having all your things in one place, being able to filter through them, and managing your pipeline this way. Where we found some additional problems was syncing Salesforce bidirectionally with our internal tooling, because there was a lot for our engineering team to build and get involved with, which isn't necessarily ideal in our use case.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Salesforce Service Cloud is good as an integrated CRM and that goes a long way. Implementing specific tools such as the integrated knowledge base, milestones, case followers, and more has been clunky and far behind other solutions we've used. The integration really goes a long way in supporting my "7" rating. If I took that away, I'd give it more like a 4 or 5 for its clunkiness and missing features.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Salesforce Service Cloud does a very good job of giving a 360 view of a customer in a single pane of glass. You can easily go from account to cases, to activities, to orders. This makes it easy to provide customers quick feedback and answer al their questions. In addition, easy access to knowledge gives agents easy access to important information.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Salesforce Service Cloud is well suited for us a in a few ways. We have a lot of email communication and cases so the Service Cloud helps us to manage this. We can respond quicker and set priorities for high to lower. Sometimes the searching can be challenging or duplicates.
Score 9 out of 10
Vetted Review
Verified User
- Heavy volumes of tickets/ support workload
- 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
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Salesforce Service Cloud is well suited for any company, regardless of size, that wants to bring customer communication into one place, monitor the progress of those service cases, and/or direct users on next steps in a process. If a company is merely wanting to monitor 1 channel of communication there are other products that are far less capable than Salesforce that can allow the function, but you would be boxing yourself in for future growth.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
It is a very useful tool for communicating with all the stakeholders involved in a production release or a standard change. Also tagging users to a particular ticket for additional information or assistance is quite simple. It allows uploading attachments easily for more clarity on the change requests and the issues being faced by users.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Salesforce Service Cloud is excellent as a CRM, a case management system, multi-channel contact centre support application, service and ticketing application as well as helping automate back office processes.
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.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Service Cloud allows users to automate service processes, streamline workflows and find articles, topics, and experts to support the agent.
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.
Helen Kinnear | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Salesforce Service Cloud is suited to a wide range of businesses that need to communicate both internally and externally effectively. Working with Salesforce has ensured that remote working is effective and efficient as team stats and performance can be tracked and dashboards and reports built so individuals and teams can monitor performance. It allows us to track customer data and store it securely. Salesforce works well with both small and global businesses as it can be built/adapted to suit the needs of users. It may not be suited to those who do not have extensive communications with customers/clients.
April 29, 2021

Useful but complex

Score 7 out of 10
Vetted Review
Verified User
Incentivized
I think the idea behind a CRM is amazing. In this case, we have a product that can be a little bit [tough] to manage and the learning curve seems [never-ending]. Salesforce Service Cloud is useful because it lets you establish and set up connections in [real-time], especially in [a] big company. It traces everything (I am using this product during QA). I do like the [real-time] notification and the white interface. But it takes too long to make anything happen on Salesforce Service Cloud: [sometimes] it adds complexity to your job process.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
This is a great solution for any customer that requires a 360-degree view of all their customer interactions. This platform also allows teams and/or divisions to have unique requirements and workflows to support different lines of business. We also have the option of creating different customer experiences based upon their specific support solutions.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Salesforce Service Cloud is a great option for those who want to manage customer data. It definitely works well if you have a large amount of data to manage. It is also very nice if you are looking to integrate with other apps like sales apps, email apps, or marketing apps. I would recommend those on a budget or who do not have a large amount of data look else where since it can be expensive.
Clara Mediavilla Rizzo | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
It is well suited for all the administrative tasks you need to register in a Sales/CRM/Marketing system so you can keep track from prospects, clients as companies and students particularly. Also, it is really well suited to add next steps or tasks to do for the future or for other colleagues from different teams. In that way, everyone is on the same page, and no one misses information when working on a global project.
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