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%
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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
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 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).
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Reviews and Ratings
(367)Attribute Ratings
Reviews
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March 08, 2024
Enhanced Customer Service Platform
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.
- 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.
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
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's integrated data makes up for clunkiness and lackluster features
We use Salesforce Service Cloud to manage customer support cases, implementation projects, and manage several customer communities for different brands. We need tools to manage replies with customers, SLAs, and an integrated knowledge base for solving cases. Our goal is to reduce case volume, so built-in case deflection, e.g., article suggestions, is important.
- 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
June 24, 2022
Service in Salesforce
We use Salesforce Service Cloud for about 110 of our users in 3 departments. We currently utilize this product for our service channels for all customer communication.
- 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.
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
April 30, 2022
Software that goes above and beyond.
We use Salesforce for ticketing purposes and for change requests. At present, the entire organization uses it for communication and information on service desk calls. The scope is mainly in Incident and Problem Management in the ITIL lifecycle. It is also used for auditing purposes and quality assurance by the senior management.
- 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.
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.
Salesforce Service Cloud allows our company to work effectively and efficiently across the globe and in different time zones from joint inboxes. It allows our teams to have full visibility overall internal and external communications. It enables our managers to obtain a full picture of team workload and performance using the dashboard and report building features. Salesforce makes it easy for every department to collaborate and to share and store information essential to daily operations.
- 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.
April 28, 2021
Flexible, simple and future proof!
We use this across our entire enterprise. This supports all customer web support, direct customer support, internal support, and tracking of all support.
- Easy to manage across multiple incoming lanes.
- Flexible for our changing service requirements.
- Customizable to each user experience.
- More pre-built customer portal options.
April 27, 2021
Horrendous Product, Consider All Other Options
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 for customer facing support inquiries. This is being used by a few teams within my company and others are trying to expand its usage.
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.
At present, Salesforce is used by virtually all teams within our company. To begin with, we originally rolled this out within our client-facing teams as a general CRM, however over the last two years, our usage has expanded to most departments within the company. This has allowed better inter-departmental communication and cohesion.
- 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.
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 22, 2021
Our service center relies on Service Cloud
We are currently using Salesforce Service Cloud only in our service center. They handle calls and emails that come into our corporation. The users are able to easily navigate to the case records, contact records and activities that the interaction entails all while keeping all these records open on the same screen.
- Console look and feel.
- Many records opened at once.
- Closing tabs with the keyboard shortcuts will sometimes close the browser tab.
April 20, 2021
Salesforce Service Cloud for the win!
Salesforce Service Cloud is used by several of our departments internally for managing customer service and inside sales. We use this platform to manage support requests and inquiries for our Buyers and Suppliers, track activities, manage knowledge, and automate business processes through Cases.
- 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.
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
April 20, 2021
SFDC Service Cloud Review
Salesforce Service Cloud is currently being implemented for the entire organization, it will primarily be used for the service team. It addresses any cases from customer complaints, any calibrations or overdue PMs needed for equipment and devices.
- 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.
April 20, 2021
Service Cloud for Customer Support
Our Support team recently made the switch the Salesforce Service Cloud. We manage Support cases out of the system that can be submitted by our customers through a case form on our Knowledge Base, email, live chat or can be created after receiving an inbound call. Prior to using Service Cloud, we had a lack of insightful Support reporting and little visibility for other departments to know which clients were reaching out the most and what topics they were reaching out about. Since most departments were already using Salesforce, it made sense to choose Service Cloud.
- 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.