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.
Enhanced Customer Service Platform
Service Cloud Gives Visibility into Every Client Across All Teams at Any Moment
Salesforce Service Cloud is a sturdy platform and built for enterprise level clients
Great for the organized and the forgetful!
Great Product for Small Businesses
Salesforce Service Cloud is an Awesome Product
Salesforce Service Cloud delivers flexible features for an Agile team
All your customer service needs sorted in one go with Salesforce Service Cloud
Salesforce is Customizable and Useful but Has Flaws
Salesforce Service Cloud's integrated data makes up for clunkiness and lackluster features
Salesforce Service Cloud has really helped!
Salesforce Service Cloud is a helpful tool for customer service
Salesforce Service Cloud overview
Service in Salesforce
How Salesforce Service Cloud Differs From Its Competitors
Customer Experience
Customer Experience
Customer Experience
Customer Experience
Customer Experience
Customer Experience
Customer Experience
Customer Experience
Customer Experience
Customer Experience
Customer Experience
Customer Experience
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 (67)9.393%
- Ticket creation and submission (66)9.292%
- Organize and prioritize service tickets (66)8.888%
- Ticket response (65)8.888%
Reviewer Pros & Cons
Pricing
Starter Suite
$25
Professional
$80
Enterprise
$165
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)
- $25 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
- 8.8Organize and prioritize service tickets(66) Ratings
Prioritize tickets to ensure most urgent are tackled first
- 8.5Expert directory(47) Ratings
Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts
- 9.2Subscription-based notifications(56) Ratings
Users subscribe to notifications for ticket updates
- 8.4ITSM collaboration and documentation(52) 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.
- 9.2Ticket creation and submission(66) Ratings
Users and agents can easily enter new support requests.
- 8.8Ticket response(65) Ratings
Agents can easily follow up with customers.
Self Help Community
Features that allow customers to self-service for support issues.
- 9.1External knowledge base(57) Ratings
Customers can self-service by searching through help articles.
- 9Internal knowledge base(62) 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.
- 8.9Customer portal(48) Ratings
Customer portal allows customers to submit tickets themselves and/or access self help resources.
- 8.5IVR(31) Ratings
Includes an interactive voice response system for routing callers to the correct agent or information.
- 8.6Social integration(42) Ratings
Agents can communicate with customers via social networks like Facebook and Twitter; may also include brand activity monitoring/reporting capabilities.
- 9.3Email support(67) 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(59) 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 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
Salesforce Service Cloud Video
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, 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
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Reviews and Ratings
(367)Attribute Ratings
Reviews
(1-25 of 74)- Case Management
- Knowledge Management
- Automations using Salesforce Platform features based on business needs
- Customization using the Salesforce platform features like Flows and LWC
- Extensive information available and online training through Trailhead, which makes it easier for new people to learn the product.
- Like any large product, it can be complex for new person to build expertise on Salesforce Service cloud
- The Starter Suite (Group Edition) and Pro Suite (Professional Edition) have limited features related to customizing the platform
- The Enterprise edition which is very powerful and flexible can be pricey for small businesses.
Enhanced Customer Service Platform
- Robust set of features allowing efficient management of support cases.
- Consolidation of disparate functions onto a single platform (Salesforce).
- Extensive reporting and analytics.
- Migration from classic to lighting was especially challenging.
- Customization is available but not as easy as they make it out to be.
- Different departments working within the platform requires delicate management so as not to disrupt processes.
- 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 is a sturdy platform and built for enterprise level clients
- Tracking Support Tickets
- Support Ticket Analytics
- Native Fields that Contain Email Metrics
- Native Logic that moves Case to appropriate status
- Native Logic around assigning Case to Appropriate Rep
Great for the organized and the forgetful!
- Cloud based storage.
- Consolidate data.
- Create a meaningful database that can be easily accessed.
- A free trial would be extremely valuable to customers who are not able to commit to a full plan.
- The pricing of this program is not priced competitively with other similar services.
- Can be quite time consuming to maintain.
- Not user friendly if you aren’t tech savvy/familiar with software.
Great Product for Small Businesses
- 3rd party app integration
- Easy-to-use interface
- Great customer service
- None at this time
Salesforce Service Cloud is an Awesome Product
- Agent Productivity with Omnichannel Routing
- Knowledgebase for agent help articles
- Screen Flows to cut down on agent training
- Web Chat
- Reporting - need better downloadable reports
- Lower Pricing - More bundled products for less
- Allows us to make changes quickly and with relative ease
- Can be flexible enough to use among several teams who do very different work
- Salesforce in general provides SO much training that anyone on the team can skill up and help maintain the system
- Sometimes documentation on new features can be slow to come out or might not be clear
- Their Support team is sometimes difficult to work with (lots of back and forth and time consuming)
- It is often hard to keep up with all the new features due to their 3 releases a year, it can be overwhelming if you are a solo person or on a small team
- customer support emails are addressed well through email-to-case.
- created cases were effectively managed through routings, milestones and notifications
- helped to open up chat support easily
- helped us to set up self-service portal for customer with easier integration with experience cloud
- call center analytics were made easy.
- should open up customization around knowledge and some other objects.
- there should be a better way to manage the licenses especially with knowledge user licensing, i don't know why separate licenses for that when we subscribed for service cloud already
- so many functionality upgrades 3 times a year, difficult to follow up in the daily work schedules, definitely good thing for subscribers but not for developers and consultants.
Salesforce is Customizable and Useful but Has Flaws
- It is organized, the Kanban view is useful
- The interface can really be customized
- The communications system inside Salesforce is helpful and you can tag and notify your teammates
- Because the interface is so customizable, it can be difficult to know where to look for different settings
- The support team could be more responsive, depending on what type of package you purchase they can take long to respond
- It takes some time to ramp up use of the platform and lots of internal tutorials to our brokerage team as admins
Salesforce Service Cloud's integrated data makes up for clunkiness and lackluster features
- The knowledge base is integrated into the case solving workflow
- Queues can be maintained for different product areas and cases can be routed efficiently
- Good reporting features to see where our problem areas are
- Knowledge base is very poorly implemented — authoring, reporting, categorizing are time-consuming and clunky
- Permissions are confusing — we are frequently asking our admins to adjust user permissions so they can see what they need
- We have had to custom build several things that should be out of the box, e.g., rich text fields for case input (!), milestones (SLAs), case followers
Salesforce Service Cloud has really helped!
- View all customer details (cases, orders) in one pane of glass
- create workflows to update fields, statuses, and create records
- Update customer information (address, contact info) easily
- Ability to edit stock report types
- Easier access to data import wizard
- easier to share report folders with specific people
Salesforce Service Cloud is a helpful tool for customer service
- Helps customer service manage cases
- Provides efficient support where anyone can see contact info
- Centralizes customer interactions
- Better out of the box reporting
- Deduplication
- Expensive
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.