Salesforce Service Cloud

Salesforce Service Cloud Reviews

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Ratings and Reviews
(1-25 of 53)

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Score 9 out of 10
Vetted Review
Verified User
Review Source
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
Review Source
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.
September 20, 2021

At Your Service Cloud

Score 8 out of 10
Vetted Review
Verified User
Review Source
Service Cloud, in my opinion, serves the customer best compared to some of the other platforms. It allows a seamless initiative between the Sales and Service Cloud making onboarding easier. Whereas, the Marketing Cloud is still using Exact Target's layout which causes some confusion. The layout is ideal and easy-to-use.
April 23, 2021

Best CRM Ever

Suresh K.S Kumar | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
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.
Peter Vadelnieks | TrustRadius Reviewer
Score 1 out of 10
Vetted Review
Verified User
Review Source
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
Review Source
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
Review Source
  • 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.
Natalia Shlykova | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
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 10 out of 10
Vetted Review
Verified User
Review Source
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.
Score 9 out of 10
Vetted Review
Verified User
Review Source
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.
Score 10 out of 10
Vetted Review
Verified User
Review Source
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
Review Source
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 7 out of 10
Vetted Review
Verified User
Review Source
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
Review Source
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
Review Source
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 2 out of 10
Vetted Review
Verified User
Review Source
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.
Jonathan Tanis | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
Salesforce had the most flexibility, features and integrations. They were also so tightly integrated in with opportunity management and case management. I love having the ability to create custom objects to solve any kind of business problem. There is also a lot of flexibility around views, permissions, and even partner access to the system to share cases/opportunities with 3rd parties. The integrations with Zoom and DocuSign worked out of the box and well. It checks the most boxes. My only regret is the price!
Harry Fischer | TrustRadius Reviewer
Score 1 out of 10
Vetted Review
Verified User
Review Source
I have used Desk.com for years and Freshbooks.com

Both of the products above didn't have as many features, bells, or whistles to work with. But they did what was expected of them in an expeditious way without fault. Salesforce has thousands of functions to use, but to actually get the hang of it is pain in the rear end.

Salesforce Service Cloud Scorecard Summary

Feature Scorecard Summary

Incident and problem management (6)
72%
7.2
Organize and prioritize service tickets (55)
77%
7.7
Expert directory (40)
67%
6.7
Subscription-based notifications (47)
70%
7.0
ITSM collaboration and documentation (42)
69%
6.9
Ticket creation and submission (56)
75%
7.5
Ticket response (55)
75%
7.5
Self Help Community (2)
67%
6.7
External knowledge base (46)
66%
6.6
Internal knowledge base (51)
69%
6.9
Multi-Channel Help (5)
72%
7.2
Customer portal (39)
66%
6.6
IVR (25)
67%
6.7
Social integration (34)
75%
7.5
Email support (56)
76%
7.6
Help Desk CRM integration (49)
77%
7.7

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 OverviewSalesforce Service Cloud - Customer CommunitiesSalesforce Service Cloud - Agent ConsoleSalesforce Service Cloud - Live AgentSalesforce Service Cloud - Wave AnalyticsSalesforce 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

Watch Welss Fargo Service Cloud Customer Story

Salesforce Service Cloud Integrations

Salesforce Service Cloud Competitors

Salesforce Service Cloud Pricing

Starting Price: $65

More Pricing Information

Salesforce Service Cloud Technical Details

Deployment TypesSaaS
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

How much does Salesforce Service Cloud cost?

Salesforce Service Cloud starts at $65.

What is Salesforce Service Cloud's best feature?

Reviewers rate Organize and prioritize service tickets and Help Desk CRM integration highest, with a score of 7.7.

Who uses Salesforce Service Cloud?

The most common users of Salesforce Service Cloud are from Mid-size Companies and the Computer Software industry.