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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

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

Horrendous Product, Consider All Other Options

Rating: 1 out of 10
July 26, 2024
IncentivizedVetted ReviewVerified User
Service Cloud is being attempted to be used as a customer facing support tool. It does not solve any problems and in fact creates more as it is not a proper tool to be used fo...
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Peter Vadelnieks
Manager - Customer Service
Customer Support and Project Manager
SES-imagotag
Salesforce Service Cloud2 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 8.1

Self Help Community

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

8.8
Avg 7.9

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 7.9
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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 Messaging, Freshdesk, and Helpdesk Pilot are common alternatives for Salesforce Service Cloud.

Reviewers rate Ticket creation and submission 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 From Top Reviewers

View all reviews
(1-5 of 58)

TAC engineer long time salesforce user

Rating: 8 out of 10
Incentivized
February 28, 2019
PM
Paul Murphy
Escalation Engineer
Riverbed Technology (Computer Software, 1001-5000 employees)
Vetted Review
Verified User
Salesforce Service Cloud
4 years of experience
View profile
Use Cases and Deployment Scope
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.
Pros
  • 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.
Cons
  • 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
Likelihood to Recommend
Great for RMAs and cases - bug updates not so much.

Service Cloud has great reporting and time tracking as well as serviceable ticketing workflow and collaboration

Rating: 7 out of 10
Incentivized
April 23, 2021
Verified User
Administrator in Information Technology
Pharmaceuticals Company, 1001-5000 employees
Vetted Review
Verified User
Salesforce Service Cloud
3 years of experience
Use Cases and Deployment Scope
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.
Pros
  • Customizable templates for specific support flows.
  • Time track reporting and other reports.
  • Easy queue management.
Cons
  • 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.
Likelihood to Recommend
Salesforce Service Cloud is well suited for organizations that are looking for a robust ticketing system, detailed reporting and time tracking features. Easy to track time spent supporting customers and can use the reporting to bill the customers efficiently. The customizable templates make it easy to adopt Service Cloud if your company has many different support teams with different support flows.

SFSC Review

Rating: 5 out of 10
Incentivized
March 14, 2017
U(
Ulrich (Uli) Nielen
Managing Partner & Business Owner
TNA Aviation Technologies (Aviation & Aerospace, 1-10 employees)
Vetted Review
Verified User
Salesforce Service Cloud
4 years of experience
View profile
Use Cases and Deployment Scope
We used Salesforce Service Cloud (SFSC) across our whole organisation as a pure CRM system. It was always a very complex system which I knew for years in the past in different platforms. As a service cloud, it emerged to become a location independent online tool.
Pros
  • Very detailed.
  • Truly complete client information.
  • Strong track recording.
Cons
  • Very time-consuming data entry due to complexity.
  • Limited room for individualization.
Likelihood to Recommend
  • Pro: You want information or company set up information at one spot - you will find it in SFSC.
  • Con: You have to enter 40 employees of one company, it will take you 2 days.

Great for the organized and the forgetful!

Rating: 9 out of 10
Incentivized
June 26, 2024
Verified User
Administrative Assistant in Sales
Real Estate Company, 1001-5000 employees
Vetted Review
Verified User
Salesforce Service Cloud
2 years of experience
Use Cases and Deployment Scope
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.
Pros
  • Cloud based storage.
  • Consolidate data.
  • Create a meaningful database that can be easily accessed.
Cons
  • 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.
Likelihood to Recommend
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.

One of the best clouds for CRM with a great feature set

Rating: 9 out of 10
Incentivized
April 23, 2021
Verified User
Engineer in Engineering
Building Materials Company, 1001-5000 employees
Vetted Review
Verified User
Salesforce Service Cloud
5 years of experience
Use Cases and Deployment Scope
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.
Pros
  • 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
Cons
  • 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
Likelihood to Recommend
[Salesforce Service Cloud is] great at capturing detailed customer information. The information layout is easy to navigate and you don't have to move through a lot of different screens or places within the software to get a thorough understanding of the customer. Where it is less appropriate- I don't know of a way to check if someone else is viewing or working on a customer case at the same time. There may be an issue where two people are working on a case simultaneously and not even know it.
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