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 …
Salesforce Service Cloud
Top Rated
Salesforce Service Cloud
Top Rated
Salesforce Service Cloud
Starting at $65 per month
View PricingOverview
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...
Recent Reviews
Awards
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Top Rated
2022
Popular Features
View all 13 features- Organize and prioritize service tickets (54)8.686%
- Email support (55)8.383%
- Ticket creation and submission (55)8.383%
- Ticket response (54)8.282%
Reviewer Pros & Cons
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Pricing
View all pricingEntry-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
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
Features
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Product Details
- About
- Integrations
- Competitors
- Tech Details
- FAQs
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
Salesforce Service Cloud Videos
Salesforce Service Cloud Overview
Stanley Black & Decker Service Cloud Customer Story
Facebook Service Cloud Customer Story
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, Windows Phone, 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
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).
Comparisons
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Reviews and Ratings
(331)
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Reviews
(1-25 of 53)- Popular Filters
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June 24, 2022
Service in Salesforce
May 16, 2022
A perfect solution for customer support
Score 10 out of 10
Vetted Review
Verified User
- CedCommerce Marketplace Software (B2C) and Adobe Marketing Cloud
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.
Service Cloud is linked to our internal Salesforce CRM tool which is a huge advantage. It allows everything in one place and also allows us to integrate with other tools such as Kimble.
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.
April 28, 2021
Flexible, simple and future proof!
This solution provided our organization a flexible platform. The other solutions were rigid or required complex integrations.
April 27, 2021
Horrendous Product, Consider All Other Options
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.
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.
- 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.
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.
April 23, 2021
SalesForce Service Cloud, a capable product overall
Zendesk changed their agreements making us unable to continue with them due to our agreements with our customers. SalesForce allowed us to maintain our customer agreements.
April 23, 2021
Great for Customer service needs
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.
April 23, 2021
Service Cloud has great reporting and time tracking as well as serviceable ticketing workflow and collaboration
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.
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.
April 23, 2021
One of the best clouds for CRM with a great feature set
- Microsoft Dynamics 365 (formerly Microsoft Dynamics CRM)
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
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.
April 22, 2021
Our service center relies on Service Cloud
- Five9 and Genesys PureCloud
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.
April 20, 2021
Salesforce Service Cloud for the win!
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.
April 20, 2021
Support business transformation with SFDC
April 20, 2021
SFDC Service Cloud Review
- AQM and Oracle API Manager
Salesforce Service Cloud is more versatile so you can custom make fields, layouts, etc., whatever you believe is good for the company.
April 20, 2021
Service Cloud for Customer Support
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.
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.
April 24, 2020
Salesforce: Avoid @ All Costs
Service Titan has a better support, pricing structure and implementation process compared to Salesforce.
The level of negative feedback I have for Salesforce and all of its components is palpable. My contempt is unending.
The level of negative feedback I have for Salesforce and all of its components is palpable. My contempt is unending.
March 31, 2020
Salesforce Service Cloud Drives Customer Engagement
I have only used Salesforce Service Cloud for these services.
March 10, 2020
Service Cloud for the win
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.