Increase productivity of Support team with Salesforce Service Cloud
We have implemented Salesforce Service Cloud for several clients. Salesforce Service Cloud is used to by support teams. It provides out of …
Starting at $25 per month
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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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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
Cloud
per month
Professional
$80
Cloud
per month
Enterprise
$165
Cloud
per month per user
Entry-level set up fee?
- No setup fee
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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
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Features
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Product Details
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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
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Salesforce Service Cloud in 100 Seconds
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
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).
Comparisons
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Reviews and Ratings
(367)Attribute Ratings
Reviews
(1-25 of 25)Companies can't remove reviews or game the system. Here's why
We used Service Cloud to document and manage customer issues raised by the various teams (HR, Payroll, Benefits, Tax, Legal) that interact with all levels of our clients (C-Level, managers, employees, vendors). The ability for all of our teams to capture the issues of an individual client within the same ecosystem and making that information accessible immediately for on-site and headquarter employees from laptops or cell phones greatly streamlined and enhanced our customer intelligence. We were able to present a unified voice to our client so that regardless of who from our company spoke to whomever at the client, we always knew the issues top of mind for that client.
- 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.
February 29, 2024
Great for the organized and the forgetful!
We use Salesforce on our team to manage our highly confidential customer database. We store their contact information, notes from interactions and conversations, and details about the client and their needs or requirements. This platform allows us to keep all the data in one place, available on the cloud to be accessed from outside the workplace on the go. The reminder/task system is really helpful for working as busy individuals and as a team.
- 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.
February 27, 2024
Salesforce Service Cloud is an Awesome Product
Salesforce Service Cloud created a one-stop shop for all emails, chats, and phone calls. We can Omni Route all channels to our agents at the priority level we need. Great for productivity for our agents.
- 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
We use Salesforce Service Cloud for both internal employees and for external partners. It works out great for both because it's so flexible and can change based on the demands of our business. Our internal teams use it both from a customer service level (working cases, emails, tasks, etc.) and our project team uses it to track work in the system and support our agile methodology.
- 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
Salesforce service cloud fulfills almost every aspect service functionality and as a platform we can customize the solution to the need, be it case management, knowledge management, Incident management, customer entitlements and milestones. it is an awesome piece of software for all customer service needs of the organization. it helps us to integrate service functionality with other clouds as well, also helps us to create several customer touch points of service.
- 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.
February 20, 2024
Salesforce Service Cloud has really helped!
We use Salesforce Service Cloud as our CRM platform. We create person accounts, cases, and orders. In addition, we also use Knowledge to attach technical information for our reps. Having this one pane of glass makes it simple for our reps to get a view of the latest happenings for our customers. This in turn gives them the ability to efficiently address customer concerns.
- 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
February 20, 2024
Salesforce Service Cloud is a helpful tool for customer service
We use Salesforce Service Cloud in a few ways. It's mostly used as an email ticketing and case management system. Our customer support teams can access the different cases and respond timely. We also have it integrated with our phone system so the teams can get access to the records and respond.
- 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
May 16, 2022
A perfect solution for customer support
Score 10 out of 10
Vetted Review
Verified User
We are using the Salesforce service cloud for a chatbot or instant messaging service on our portal, and also we are creating customer service requests or tickets to answer their queries and issues. We have implemented web2form to automate the process of ticket creation, as soon a user fills and submits the form, a ticket gets created in the service cloud and assigns it to the respective group for further action.
- 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
Salesforce Service Cloud is being used in conjunction with Salesforce Community to deliver the management and verification processes of a known user group for one of our central government clients. We have integrated Salesforce with other third party systems with ease and developed a robust end to end process workflow for our clients verification process. All contact history is captured against each account as well as processing case notes and automatically generated, outbound are emails. Self service for our client is delivered using the standard authentication features of Salesforce Community which then links directly to Salesforce Service Cloud and any changes to our clients data is instantly captured and processed accordingly.
- 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
It's used across multiple support and onboarding teams to support our customers. We use it to answer customer-related incidents and work requests. It's also used to updated and manage customer information based on work requests.
- 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.
April 29, 2021
Useful but complex
I am using Salesforce Service Cloud during QA. It is being used by a single department. It traces and rates the quality of your job. It is basically a CRM, advanced technology for managing the company relationship and interactions: this means that it improves business relationship[s] in order to grow your business (and your skills).
- 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)
Salesforce Service Cloud is used all across the whole organization, from sales to customer service. Salesforce address all the daily needs that we face as a global organization. So, we can efficiently work without spending too much time on administrative/back-end tasks. That's how you can keep a more client-oriented mindset all across the company.
- Create accounts.
- Save contacts.
- Edit information easily.
- All good. Nothing to highlight.
April 23, 2021
Great for Customer service needs
We use Salesforce Service Cloud as a database of our students in an online school. We also use it to record each contact with them. It is comfortable to keep and share all information and updates with other departments of our company from all over the world because it used by people from managers to student advisers.
- User friendly.
- Fast technical support.
- Trustful brand.
- Rare bugs of saving updates.
- So many updates which sometimes disorient me from known routine.
April 23, 2021
Service Cloud has great reporting and time tracking as well as serviceable ticketing workflow and collaboration
Salesforce Service Cloud is used across all departments within the technology business of our organization. It is used as a ticketing system to assign support tasks to the right groups and individuals. Time spent is tracked and reported on. Support specialists can manage and prioritize their queue and keep track of support cases that can be open for lengthy periods of time.
- 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.
April 23, 2021
One of the best clouds for CRM with a great feature set
Salesforce [Service Cloud] is great for managing customer interactions ranging in issues from customer service to complex needs. The fields are very customizable that you can tailor to your specific business needs. A nice feature is that you can access the service cloud directly from your email inbox. This also creates a log so that all communication with customers can be kept as a record. This can be used by others within the company to review any correspondence prior to engaging with the customer.
- 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
April 23, 2021
Best CRM Ever
CRM has never been easy before. I see the era as before and after Salesforce. Especially with cloud, one certainly doesn't need to worry about hosting your data in a safer place. It is taken care by [Salesforce Service Cloud]. The problem it definitely fixed is integration with other contact center platforms. Ease of using APIs. The code behind can effortlessly bring the data for further manipulation.
- Easy Integration
- Well exposed APIs
- Secure
- Too much data in one window
- Navigation
- Browser compatibility
April 20, 2021
Support business transformation with SFDC
We use Salesforce throughout the business as a CRM, sales lead funnel management. The users who use service cloud manage customer support, cases, and use it for knowledge management. It also integrates with our ERP (Oracle) and our phone system (inContact) for intelligent routing and screen pops.
- 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
March 03, 2020
Salesforce Service Cloud is easy and user-friendly
It is used by a certain department in the organization. It helps let our clients know the phase of their project. They can visibly see and track their reports. When a problem arises, we are able to quickly address it before it goes on to the next phase.
- Product tracking.
- Email integration with Outlook, it works flawlessly with our corporate emails.
- Live video chats with clients.
- None at the moment.
December 04, 2019
Salesforce offering for service industry
We have been able to achieve process standardization and automation for the client's service offering.
- Automation of processes which were done by clients service representative.
- Integration with other Salesforce products which facilitate that clients have complete customer profiles.
- Help upsell as now we have better visibility of our customer's profiles.
- Better customer support would be appreciated.
February 28, 2019
TAC engineer long time salesforce user
We use Salesforce for RMAs, and TAC cases and escalation to R&D for most products. Some products are escalated via email but they are generally low volume older products.
- It's is highly available down time maybe 3 min every 3 months or so.
- Ease of use interface doesn't change much stable of the last 4 years.
- Search and account inventory are very accurate and useful.
- Advance filtering keyword searching with condition can usually be done but only by power users - make advanced search easier.
- Attachments size restrictions - could be our implementation not sure if its a product issue.
- No mandatory mandatory fields. Again this may be implementation dependent
February 26, 2019
Leader in Service Cloud Platforms
Salesforce Service Cloud is used in HR for Case Management for all the employees across the organization. It provides a unified platform for HR related queries from employees and manages follow-ups and communication in a seamless manner. The cloud is also linked to the call center and live chat agents for an omnichannel experience for the customers.
- Easy configuration and maintenance.
- Fast deployments and easy integration with the Dev Ops tool.
- Excellent out of the box features like Shield encryption.
- Slow support from the Salesforce support team.
- Intermittent performance issues mostly after new Salesforce releases.
We use Service Cloud across our whole organization, wherever case management is needed. The primary use of Service Cloud is for providing case management for customer support, technical and non-technical. The big advantage of using Service Cloud is that all the case management is tired directly to our CRM data so that communication and collaboration between support teams and other parts of the business is much easier. We also use Service Cloud for managing some internal work processes.
- Emailing contacts has some nice features. We have service cloud setup to email contacts (using templates) and have the record automatically log on the case, then have the mailbox setup to sync back to the case record and notify the case owner that a response was received. This is a very nice feature for quick communication with thorough records to refer back to in the future. I’m not sure how much of this functionality is standard on the case object and how much we added as custom functionality since some of this was implemented before my time. But either way the functionality is possible and very handy.
- Integration with other SFDC functionality. While this isn’t necessarily a feature specific to Service Cloud, it’s really nice having the ability to read case data from all the other objects and applications we have in SFDC is a huge advantage vs. our previous tool for case management.
- Simple UI of the Service Cloud console view. I found the UI was very easy to understand and quick to navigate even as a new user.
- Integration with a customer portal based on salesforce communities. Allows our customers to manage their cases online and stay up to date on progress.
- Management of inactivity. We had to build some fairly complex customization for managing inactivity on a case, e.g., counting the number of business days or hours that have elapsed since last activity from the customer or the agent. That functionality is important to us for driving automatic notifications, escalations, and reporting. I’m surprised that’s not native functionality in Service Cloud
- This is a really specific complaint, so take with a grain of salt. Also goes to show you that I have few complaints about Service Cloud. But the issue is that when integrating another tool with Service Cloud for automatic case creation, the case description doesn’t have rich text formatting for the integration so all the text mapping from the 3rd party tool has to be formatted with HTML (like using
for a line break). I thought it might be the 3rd party tool, but it has no trouble carrying simple formatting like line breaks into other text fields in SFDC. Maybe there’s a reason, but this irritates me with my specific use case. - Tab use in the console view is difficult for me to adopt. I’m a heavy user of browser tabs and keyboard shortcuts to navigate between tabs, so the fact that Service Cloud console blocks me from opening records in new browser tabs, using the SFDC tab functionality instead, irritates me because then I can’t find browser shortcuts
November 09, 2017
Salesforce Service Cloud
It is used to combine all of our different offices globally to connect our leads, data, and accounts. It makes it extremely easy to look into the whole company's activity instead of having separate CRM's around the globe and helps our sales reps not touch each others accounts. It makes thing a whole lot easier.
- Improves support
- Organization
- Integration
- Ease of use
June 06, 2016
SFDC Service Cloud
Score 8 out of 10
Vetted Review
Verified User
I am a consulting partner of Salesforce and have implemented service cloud for clients. The tool is very useful and provides many benefits for clients that want to engage directly with customers while capturing data and useful analytics. The Community Cloud provides efficient self-service and case management is efficient in servicing customers in a professional/interactive manner.
- Efficient self-service
- Workflows provide automatic and personalized communications
- Easy to deploy
- Difficult to implement a complex security structure within Salesforce communities
September 30, 2015
Experience in using and implementing Salesforce Service Cloud makes it easy to recommend
Service Cloud is deeply embedded in our customer support processes. We utilize Cases, Chatter, Force.com, and Communities to communicate with our customers. It helps us effectively collaborate internally and with our customers to log and resolve issues. It eliminates the threading of email, provides concise logging and tracking of issues and keeps artifacts readily available for project and run teams.
- Service Console allows a customizable view of a great deal of information in a single location, keeping agent context within a click.
- Salesforce Knowledge easily provides access to multiple types of information for internal, customer, partner, and public use. It has the ability to feed agents the most relevant articles to help agents close cases with more ease.
- Service Cloud is highly extensible. We integrate it to many other systems and I have helped many customers integrate very relevant data into Salesforce to ensure age3nts have a more complete picture of the customer and their past interactions and transactions with the company.
- Service Cloud easily handles multiple channels of customer case intake with little need for customization. Much can be done through Configuration so you can get your project done sooner.
- Service Cloud is deeply tied to Sales and Marketing on Salesforce so it supports cross-departmental processes and helps build a 360 degree view of customers.
- Salesforce has a flexible model for routing of cases, but it could use improvement in the area of skills based routing and more complicated case assignment based on agent presence. Salesforce has this on their roadmap, so the functionality appears to be coming, but this is a typical area of customization when it comes to implementation.
- Service Cloud runs many large call centers around the world, but Salesforce could improve upon the process of onboarding and offboarding agents when it comes to high turnover and large call centers. This can certainly be done, but it's a bit of administrative work for customers today.
- Service Cloud has grown significantly and one evidence of that is the speed of product change in areas such as Questions, Answers, and Chatter Answers. They are all designed to be the same type of interaction where a customer can ask something of the community, be given possible solutions, and continue to post their question and receive an answer. That particular feature has been evolving, though it has not significantly affected existing implementations. The good thing is, the product keeps maturing.