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.
Increase productivity of Support team with Salesforce Service Cloud
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
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
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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
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
(365)Attribute Ratings
Reviews
(1-25 of 38)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.
- 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.
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
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 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
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.
- 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.
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
- 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.
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
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.
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.
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.
Service Cloud for Customer Support
- Reporting and dashboards. These are completely customizable and can be shared across departments. I love being able to see cases by account and also track my team's productivity.
- Integrations - there is no lack of integration options when it comes to Service Cloud. We are currently using a time tracking add-on and survey add-on that were easy to set up.
- Support resources - I love how robust the Knowledge Base is for Service Cloud and having access to a community to ask questions to other users outside our company. I also have taken advantage of some of the video tutorials and Trail Blazer lessons to expand my knowledge on our new tool.
- Since Service Cloud is SO robust it can be a little overwhelming. I'd love to see 'tool tips' added directly into the platform to help guide users. I feel like there are probably a lot of features I am not taking advantage of because I don't know about them yet.
Salesforce: Avoid @ All Costs
- Customization for business-based needs.
- Self-Help/Learning portals are a huge resource.
- Sell based on possibilities. The promise of POTENTIAL greatness.
- They do not disclose the extreme costs to a business.
- 'Out of the Box' functionality is never showcased by SF or any vendor.
- Very poor support.
Salesforce Service Cloud Drives Customer Engagement
- Personalized service from any device has been extremely helpful.
- Providing a community for our customers was helpful for them find answers and use other customers as resources.
- Their analytics allowed us to create customer solutions quickly.
- Occasional glitching or lagging
- So many features that it feels like we don't use, or rather know how to use it, to its full capacity
- Structuring of customer requests
Service Cloud for the win
- Provide new and innovative updates
- Easy to use yet modernized interface (the two are not always synonymous)
- Customization is not just available, it's encouraged
- Inconsistent speed and difficult to figure out where the issue stems from
- Issues not always addressed in an efficient amount of time
- Unexpected glitches lead to difficult workarounds
Salesforce helps track interactions with clients.
- Great for pushing further sales and knowing who is calling in.
- Knowing details of what clients have signed up for.
- Keeping track of client purchases.
- No real comments for me, here. The system does what I need.
There’s a reason Salesforce is the industry standard.
- It makes it simple to look up the account information of leads and clients.
- It enables us to keep detailed records on each account to keep account executives on the same page.
- Allows us to easily make updates to our clients accounts
- Sometimes the UI could be clunky. But we were using Salesforce Classic, I think Salesforce Lightning would fix most of these problems.
- Some of the custom apps within Salesforce didn’t work quite right. But I don’t necessarily think that was Salesforce's fault.
- Customer Relationships
- Business Relationships
- Streamlined Information in a Centralized Datahub
- None that I can think of
Salesforce Service Cloud: #1 Customer Service App -
- It can help call center agents in addressing customer needs within less time due to automated business process flows handled in salesforce service cloud
- Delivering Smart services such as email alerts, SMS alerts, and notifications to customers based on their application status.
- It can easily be integrated with a robotic process automation application such as UI Path that aid you in delivering automation on your toes.
- It can be easily integrated with social platforms such as Facebook for addressing customers inquiry/issues.
- The cost of implementation and application could be lowered so that it attracts more of a customer base.
- Lowering support costs.
- It should be integrated with AI and ML platforms for tracking customer's activity, then channel their queries to agents automatically.
Good Interim Solution
- Like the case resolver in the main Salesforce instance, Service Cloud had great reporting. The dashboards were easy to build and easy to maintain. Far far better than Desk!
- The breadcrumb tracker really helped keep track of a case in the resolution lifecycle.
- It was a step up from Desk, in that it stored far more details within the actual body of the case.
- It was easier to document the details of the resolution than in Desk.
- The resolution fields did not always auto-populate, because it wasn't tied to the main Salesforce instance. Depending on how your company integrates and implements SVC, the solution will be limited.
- The reporting tool, the reports, and the dashboards tabs were easier to use. However, the issue was that they did not always save correctly. Therefore, as I built dashboards, I needed to recreate and resave them correctly multiple times. The dashboards needed some work to make them more efficient to use.
- In Salesforce, you're able to just "post" and you trust it will be internal; it would be defaulted to the first tab, with the second being the email. However, in SVC, you will need to write a "note," four tabs down. It was the smallest inconvenience, but added a few seconds onto the workflow.
GREAT NEW SYSTEM
- Easy to use
- Records consolidation
- User-friendly
- Creating multiple orders on one case.
- Have notifications be more user-friendly.
- Reports should be easier to view.