Salesforce Service Cloud

Salesforce Service Cloud

Top Rated
Score 8.7 out of 10
Top Rated
Salesforce Service Cloud

Overview

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...

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Recent Reviews

Useful but complex

7 out of 10
April 29, 2021
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 …
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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

Popular Features

View all 13 features
  • Organize and prioritize service tickets (54)
    8.6
    86%
  • Email support (55)
    8.3
    83%
  • Ticket creation and submission (55)
    8.3
    83%
  • Ticket response (54)
    8.2
    82%

Reviewer Pros & Cons

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Video Reviews

Leaving a video review helps other professionals like you evaluate products. Be the first one in your network to record a review of Salesforce Service Cloud, and make your voice heard!

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Pricing

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Entry-level set up fee?

  • No setup fee
For the latest information on pricing, visithttp://www.salesforce.com/service…

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting / Integration Services

Starting price (does not include set up fee)

  • $65 per month
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Product Demos

Deliver Faster, Smarter Customer Service – Salesforce Service Cloud
01:14
Stanley Black & Decker is a Trailblazer | Salesforce
03:27
Facebook's Success Story
02:29
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Features

Incident and problem management

Streamlining ticketing and service restoration processes

7.8Avg 8.2

Self Help Community

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

7.3Avg 8.1

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.

8.2Avg 8.1
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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

  • 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 Salesforce Service Cloud OverviewScreenshot of Salesforce Service Cloud - Customer CommunitiesScreenshot of Salesforce Service Cloud - Agent ConsoleScreenshot of Salesforce Service Cloud - Live AgentScreenshot of Salesforce Service Cloud - Wave AnalyticsScreenshot of Salesforce Service Cloud - Social Customer Support

Salesforce Service Cloud Videos

Salesforce Service Cloud Overview
Stanley Black & Decker Service Cloud Customer Story
Facebook Service Cloud Customer Story

Salesforce Service Cloud Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationApple iOS, Android, Windows Phone, 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

Salesforce Service Cloud starts at $65.

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

Reviewers rate Organize and prioritize service tickets highest, with a score of 8.6.

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

(1-25 of 53)
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Score 9 out of 10
Vetted Review
Verified User
We were after a robust and very scalable solution, which could be rapidly implemented. Salesforce Service Cloud not only fitted the bill, but it was much easier to source skills and find on-line learning to help achieve our goals. Although the other technologies could have met the requirements, they would have taken longer to implement and it was harder to find the right resources to help undertake the work at that time.
Helen Kinnear | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Salesforce allows a lot more visibility and allows us to build better reporting. It is initially trickier to set up and learn, however, comprehensive training and processes have lead to increased customer satisfaction and retention.
Peter Vadelnieks | TrustRadius Reviewer
Score 1 out of 10
Vetted Review
Verified User
Salesforce is lightyears behind Zendesk. You have to be trained as a Salesforce admin to do anything, while Zendesk takes minutes to set up and is actually customer friendly. There are not native telephony options within Salesforce and the tools you use to integrate are handled through other companies. If you have a support issue you have to reach out to a separate company, which is worthless.
Score 10 out of 10
Vetted Review
Verified User
We previously used a home grown, proprietary system for our needs. This started to get costly and clunky as our database grew. We ended up going with Salesforce because they are purely cloud based. They also have a large footprint and very robust solution so they help us migrate to the platform as well as can scale as our business grows.
Clara Mediavilla Rizzo | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
  • SAP BPC (Business Planning and Consolidation)
Well, I worked with SAP in the past when I was in other companies. It was way more complex and not user-friendly. You had to take a lot of steps in order to accomplish simple tasks and not everyone could work at the same time in the same program. I would 100% recommend Salesforce Service Cloud before any other competitor.
Score 10 out of 10
Vetted Review
Verified User
Service Cloud is just a more comprehensive solution within a great ecosystem. It was natural to use Service Cloud since we're using Sales Cloud. It's a highly adaptable product that can grow with your business and it's needs whether it's adding users or entire pieces of functionality. You don't need a highly technical developer on staff to do enhancements, although it helps.
Natalia Shlykova | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
I used other products in another company as a database and can say that Salesforce Service Cloud is much more user friendly for customer service needs and makes work faster to process than the named program before. Integration between departments is more clear and simple to access. No need to call your colleague to ask [for] detailed explanations of tickets.
Score 7 out of 10
Vetted Review
Verified User
I wasn't involved with the selection of this tool, but I used ServiceNow at a previous employer and preferred the ease of use and workflow of ServiceNow. Both offer customized templates, which is great, but ServiceNow was simpler to design and change. Salesforce has more time tracking and reporting features, though.
Score 9 out of 10
Vetted Review
Verified User
Salesforce provides infinitely more features than Freshdesk, particularly regarding reporting. We previously felt we had squeezed as much as we could out of Freshdesk, however the possible functionalities and customisation of Salesforce seems endless! That said, I think if you are after straightforward CRM software Freshdesk may be more straightforward to use.
Score 9 out of 10
Vetted Review
Verified User
I have used Microsoft Dynamics in the past and I feel that Salesforce compares positively to it. While both software offers cloud based service and a mobile app, Microsoft Dynamics doesn't support integration with Gmail. One of the reasons we like Salesforce so much is that it can integrate with your email.
April 23, 2021

Best CRM Ever

Suresh K.S Kumar | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
A CRM should be simple to set up and stable enough to develop with your business. Since they aren't designed to fit across all areas of your business or address more nuanced business needs, some CRM solutions that claim to be easy can actually trigger problems as you scale. Salesforce solutions cover sales, operation, marketing, and more, so Salesforce customers can also reduce their total stack and save money. If you're a budding solo entrepreneur or work for a large corporation in a heavily controlled market, there's a Salesforce solution for you.
Score 9 out of 10
Vetted Review
Verified User
This product integrates other products to work alongside and inside it. We choose to go with Salesforce Service Cloud to work with our adapter of choice. This worked out so well, that when we eventually used a different adapter we already had Salesforce Service Cloud to support it. With or without the adapter, we would continue to use it as the staff has really enjoyed the UX and the features.
Score 10 out of 10
Vetted Review
Verified User
Salesforce Service cloud integrates with its own world-class CRM which enables our agents to work more effectively and efficiently. We already had Salesforce Sales Cloud so it was a really easy transition. It was easy to set up and all our information was already there. The capabilities far surpass the ones of Zendesk and the CRM functionality is worth paying for instead of just a Service platform like ServiceNow.
Score 7 out of 10
Vetted Review
Verified User
We moved from Help Scout to Service Cloud for robust reporting and more automation. Previously we were having to manually fill in multiple custom fields in Help Scout in order to report on certain things such as tickets submitted by particular accounts.
Score 2 out of 10
Vetted Review
Verified User
Desk.com was our previous foray into customer support, and it was functional and worked quite well. It was not exactly the most intuitive to update, but it got the job done and was reliable.

Freshdesk was our primary next decision, and we would have gone with them except we were attempting to keep our business records combined with the service records.
Score 6 out of 10
Vetted Review
Verified User
Salesforce Service Cloud has a solid reputation and brand recognition. The interface is user friendly enough to be utilized across an entire company with varying employee tech exposure. Service Cloud was selected due to the integration options with other software companies and allowance for growth within the database in relation to growth seen in the company.
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