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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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How Salesforce Service Cloud Differs From Its Competitors

Customer Experience

The case management side of Salesforce Service Cloud is excellent, it is easy to insert desired response times so that the team doesn't miss important response time windows. It's also easy to tag information that comes from the CRM side, like the specific contact, account, and sync account …
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Customer Experience

I would say it is an engaging tool for customers who wish to explore the store of any business. It has a streamlined approach to taking input from the customer and providing relevant feedback. It has a messaging system, email system, and ticketing tool service integration to handle the customer’s …
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Customer Experience

You can customize the application to suit your needs. It has great integration capabilities and is very customizable, so it can fit your requirements. The cases work as the ticketing system, and it's clear and easy to use. With the help of automation, you can get it running seamlessly.
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Customer Experience

This platform allows me to visualize and analyze the progress that has been made during the day, week, month, or year because it allows me to store and manage critical data about my company since it will enable me to observe the sales, the service provided, the campaigns of marketing that have …
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Customer Experience

The options available for case management, ticket escalations, and a knowledge base within the self-help community have helped us to grow our business and eliminate the need for internal team members. Our case workers are not working from direct emails that may get lost or be unable to be tracked, …
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Customer Experience

Whether a staff or donor misses or exhausts self-service options, their email, call, or chat reaches a dedicated internal or external support team. Agents know quickly from the Service Console who they're helping, and can gather information and files to assist them. If the case requires work from …
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Customer Experience

Having these alternative resources available is great, so you may have other references to help you navigate an issue without having to submit a ticket and wait for a representative to contact you. A large customer base provides lots of support, but it is great to have one of their friendly …
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Customer Experience

The integrated CRM with cases and communities is a huge selling point, one that makes up for a lot of the missing features we enjoyed on other platforms. The fact that the KB is integrated, for instance, is great for quick customer and agent access, but the KB itself has so many missing features …
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Customer Experience

Salesforce is easy to use and keeps things organized. Lots of cases and emails come through yet I can trust Salesforce to have everything in its place. Works to manage client inquires and ensure we get them a timely response.
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Customer Experience

The primary use case is that the documents and requirements can be seen directly in the same interface that we communicate with and email customers with. Because they are all in one place, our brokerage and customer success team can speed up their response times, as well as see any previous …
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Customer Experience

I don't think we have been able to take advantage of any of these features just yet, but they are on our roadmap. We will be implementing the use of milestones and entitlements soon, so we hope to be able to provide insights on this in the near future.
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Customer Experience

Customers reach out to use through phone calls, direct email, or a web form on our website. We do not have web chat as of yet but will be adding that with omni channel support in the future. Our high csi scores let us know that our customers are happy that they can easily reach out to us, and they …
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Customer Experience

By having all features onto a single platform, it allows our support team to work more efficiently and effectively. They spend less time researching and working to resolve customer issues. By integrating with Sales Cloud, our support agents can also collaborate more effectively with our sales and …
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Customer Experience

Although we don't have many features enabled in terms of self help, being able to have access to customers via social media is very helpful to see what our customers are saying, good or bad. It also makes it easy to respond to customers via social media.
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Customer Experience

Salesforce Service Cloud has helped us to establish different channels for customer to interact with service staff via phone, email, chat, social media and web forms as well. it helped us to open up self-service customer portal where customers can access their cases, and see the status of those …
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Customer Experience

We do like and use the CRM capabilities too. It's helpful to see what cases and emails have been associated to the various contacts within an account. This also gives a variety of people visibility in the account management.
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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 7.8

Self Help Community

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

8.9
Avg 7.6

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 7.6
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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

View all alternatives
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Reviews From Top Reviewers

View all reviews
(1-5 of 68)

Good choice for native Salesforce companies

Rating: 7 out of 10
Incentivized
September 04, 2024
EG
Erin Gracyalny
Customer Success Manager
Propel Software Solutions (Information Technology & Services, 51-200 employees)
Vetted Review
Verified User
Salesforce Service Cloud
5 years of experience
Verified on LinkedIn
Alternatives Considered
I honestly prefer Zendesk to Salesforce Service Cloud. I find that Zendesk is easier to manage both on the support ticket side, as well as the knowledge center side. It looks and feels easier to use than Salesforce Service Cloud. Salesforce Service Cloud is fine, but it is expensive as well.

Salesforce Service Cloud - a delightful service app for anyone who looks for growth in customer relationships.

Rating: 9 out of 10
Incentivized
August 28, 2024
Alternatives Considered
Zoho is not very real-time, it has limited integration capabilities, and the UI is not very satisfactory for any incoming customer. The performance is slow and impacts the overall customer journey. The data stored in the backend is slightly scattered and needs to be cleaned further. So, overall, it's not that up to the mark.

Horrendous Product, Consider All Other Options

Rating: 1 out of 10
Incentivized
July 26, 2024
PV
Peter Vadelnieks
Customer Support and Project Manager
SES-imagotag (Retail, 501-1000 employees)
Vetted Review
Verified User
Salesforce Service Cloud
2 years of experience
View profile
Alternatives Considered
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.
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