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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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Learn from top reviewers

Best platform for servicing customers with various channels

Rating: 9 out of 10
May 9, 2025
Vetted ReviewVerified User
We are using Salesforce Service Cloud for email to case setup, web to case, knowledge management, reports and dashboards, Entitle management, omni channel support, Live agent,...
Continue reading
Punnareddy Pallerla
Consultant - Information Technology
Sr Software Engineer
sabre
Salesforce Service Cloud10 years of experience
Verified on LinkedIn

Good choice for native Salesforce companies

Rating: 7 out of 10
September 4, 2024
IncentivizedVetted ReviewVerified User
We use Salesforce Service Cloud for our ticketing system. When customers have issues they can report those issues via email or via a landing page where they can fill out basic...
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Erin Gracyalny
Employee - Customer Service
Customer Success Manager
Propel Software Solutions
Salesforce Service Cloud5 years of experience
Verified on LinkedIn

Salesforce Service Cloud - a delightful service app for anyone who looks for growth in customer relationships.

Rating: 9 out of 10
August 28, 2024
IncentivizedVetted ReviewVerified User
I was on the middleware team at builder.ai, where data used to flow from the front end to middleware and then to the cloud—Salesforce, Xoho, and Netsuite. It was an app-buildi...
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Alfiya Mukadam
Engineer - Information Technology
Software Engineer
Builder.ai
Salesforce Service Cloud1 year of experience
Verified on LinkedIn

Great Product for the Price!

Rating: 10 out of 10
August 27, 2024
IncentivizedVetted ReviewVerified User
It is our CRM. We use it to manage our clients, projects, and opportunities. We also use it to manage campaigns for our dinners/events.
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Dee Moore
Administrative Assistant - Professional Services
Executive Assistant
MorrisAnderson & Associates, Ltd.
Salesforce Service Cloud5 years of experience

Service cloud.

Rating: 8 out of 10
August 27, 2024
IncentivizedVetted ReviewVerified User
Service is used for our service team. Customers who have bought houses may have issues they must raise once they have moved in. By using Service Cloud, we can utilize cases to...
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Jennifer Ely
Manager - Information Technology
Salesforce Delivery Manager
Homes by Strata
Salesforce Service Cloud3 years of experience
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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

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Pricing

View all 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
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 8.2

Self Help Community

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

8.8
Avg 8.0

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.

8.8
Avg 8.0
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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 Integrations

Salesforce Service Cloud Competitors

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 Channel Automation, Freshdesk, and Helpdesk Pilot are common alternatives for Salesforce Service Cloud.

Reviewers rate Organize and prioritize service tickets and Email support highest, with a score of 9.2.

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 From Top Reviewers

View all reviews
(1-5 of 84)

Salesforce Service Cloud: #1 Customer Service App -

Rating: 8 out of 10
Incentivized
March 28, 2019
RS
Rajat Sharma
Business Consultant
Kellton Tech Solutions Limited (Information Services, 501-1000 employees)
Vetted Review
Verified User
Salesforce Service Cloud
2 years of experience
View profile
Use Cases and Deployment Scope
Salesforce Service Cloud is being used to automate service processes, streamline workflows and find key articles, topics, and experts to support the call center agent. In our organization, we are advising companies to implement Salesforce Service Cloud along with solving their complex business processes. It is being used by one of our teams, specifically catering to Salesforce. It caters mostly to retail banks across many geographical locations.
Pros
  • 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.
Cons
  • 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.
Likelihood to Recommend
This product is great due to its integration with Salesforce Marketing Cloud, analytics capabilities, integration chat bot capabilities, leveraging AI, ML and NLP capabilities, and reporting capabilities. Integration can become complex as it is code driven instead of driven by components.

Enhanced Customer Service Platform

Rating: 9 out of 10
Incentivized
March 08, 2024
SK
Steve Kim
Sr. Manager, Revenue Operations
Verifi Inc. (Financial Services, 201-500 employees)
Vetted Review
Verified User
Salesforce Service Cloud
1 year of experience
View profile
Use Cases and Deployment Scope
Service Cloud is being used by our support teams to manage cases. It has greatly enhanced our ability to increase visibility across the organization and organize and report on our data. The analytics that are now available have greatly elevated our ability to manage our clients and our internal staff.
Pros
  • Robust set of features allowing efficient management of support cases.
  • Consolidation of disparate functions onto a single platform (Salesforce).
  • Extensive reporting and analytics.
Cons
  • 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.
Likelihood to Recommend
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.

Salesforce Service Cloud is a helpful tool for customer service

Rating: 9 out of 10
Incentivized
February 20, 2024
Verified User
Manager in Marketing
Food & Beverages Company, 1001-5000 employees
Vetted Review
Verified User
Salesforce Service Cloud
5 years of experience
Use Cases and Deployment Scope
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.
Pros
  • Helps customer service manage cases
  • Provides efficient support where anyone can see contact info
  • Centralizes customer interactions
Cons
  • Better out of the box reporting
  • Deduplication
  • Expensive
Likelihood to Recommend
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.

Great for Customer service needs

Rating: 9 out of 10
Incentivized
April 23, 2021
NS
Natalia Shlykova
Senior Plus Student Advisor B2B
EF Education First (Education Management, 10,001+ employees)
Vetted Review
Verified User
Salesforce Service Cloud
4 years of experience
View profile
Use Cases and Deployment Scope
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.
Pros
  • User friendly.
  • Fast technical support.
  • Trustful brand.
Cons
  • Rare bugs of saving updates.
  • So many updates which sometimes disorient me from known routine.
Likelihood to Recommend
It is a good platform to resolve customer service needs. I find it comfortable for daily work to record all updates of the progress of my students and the calls or other contacts which I made with the students or which made by somebody else. It is updating in real time which makes easy to use it with other people from company without missing any task.

All your customer service needs sorted in one go with Salesforce Service Cloud

Rating: 10 out of 10
Incentivized
February 20, 2024
Verified User
Consultant in Information Technology
Information Technology & Services Company, 10,001+ employees
Vetted Review
Verified User
Salesforce Service Cloud
5 years of experience
Use Cases and Deployment Scope
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.
Pros
  • 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.
Cons
  • 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.
Likelihood to Recommend
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.
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