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 …
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%
Reviewer Pros & Cons
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
YouTube
Salesforce Service Cloud Voice Demo | Salesforce
YouTube
Features
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Product Details
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- 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
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
Salesforce Service Cloud Video
Salesforce Service Cloud in 100 Seconds
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).
Comparisons
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Reviews and Ratings
(365)Attribute Ratings
Reviews
(26-50 of 60)Companies can't remove reviews or game the system. Here's why
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.
- Zendesk, Zendesk Chat (formerly Zopim), Zendesk Explore, Zendesk Guide, Zendesk Talk, HubSpot, HubSpot CRM, HubSpot Sales, GoldMine, Nimble, Streak, Zoho CRM, Basecamp, Sugar Sell (SugarCRM), Highrise, Norada Solve360, Zendesk Sell (formerly Base) and Apptivo
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!
March 03, 2020
Salesforce Service Cloud is easy and user-friendly
- Azure Bot Service (Microsoft Bot Framework)
I didn’t use it that long to really know the difference. Spent little time before moving to a new CRM.
February 28, 2020
Salesforce helps track interactions with clients.
February 28, 2020
My Salesforce Service Cloud nightmare
Score 1 out of 10
Vetted Review
Verified User
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.
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.
February 28, 2020
There’s a reason Salesforce is the industry standard.
- Keap (formerly Infusionsoft)
They were similar, but I liked the setup of Salesforce Service Cloud. I also used Infusionsoft for a small business and used Salesforce at a large tech startup, so it’s hard to compare.
- Microsoft Dynamics 365 (formerly Microsoft Dynamics CRM)
Salesforce Service Cloud is a leading product for a reason. It's easy for new and seasoned technological users to pick up on. Salesforce Service Cloud makes sense for businesses of different sizes and across industries to benefit from in some way, shape, or form. Customers will be just as happy as the businesses that implement the technology.
March 28, 2019
Salesforce Service Cloud: #1 Customer Service App -
- Microsoft Dynamics 365 (formerly Microsoft Dynamics CRM)
More mature application leading to fewer exception rates and more experience handling complex business scenarios over the years. In terms of market share, Salesforce Service Cloud is widely used as it gives you the flexibility to drag and drop the components without any technical expertise/knowledge. It helps a normal user as it is easy to understand the functionalities in an easy manner. It is cloud-based, hence the information can be accessed anywhere, anytime.
March 04, 2019
Good Interim Solution
Service Cloud is a step up from Desk mainly because of its reporting, but if you can integrate other Salesforce products together, I'd recommend looking at its other solutions and looking at its own integrated CRM case closer. Service Cloud isn't the perfect solution, but it does get the job done.
February 28, 2019
TAC engineer long time salesforce user
Jira was internally deployed and not SAS / cloud based so availability is #1 issue
February 04, 2019
Worth the Investment
December 22, 2018
Another Great Salesforce Product!
We chose Salesforce Service Cloud because we were already using Sales Cloud.
Service Cloud was a good choice for us vs. the other tools primarily for the seamless integration with all the other functionality in SFDC and the easy customization it allows. While ServiceNow has similar capability, we had to build an integration to SFDC during the time we used it, which was a lot of work to setup and was prone to failure.
April 13, 2018
Salesforce Service Clears the Clouds!
Zendesk is great, but it doesn't allow for multiple ticketing channels to be linked to real time clients. Utilizing Service Cloud WITH Salesforce let's us see the full order/asset/tracking history that's occurred historically with buyers and sellers. The workflows are also extremely easy to set up and monitor. Also, the console makes it easy on the agents in keeping track of work, open tickets, times, reports, etc.
January 30, 2018
Salesforce Service Console
I haven't truly dove into any other platform like this. Being a Salesforce user myself and an implementation specialist of the Salesforce platform, I will always suggest Salesforce to any business, as a whole. But if they also have a need to use a support and service management tool to help their current business processes or needs, then i would absolutely suggest Salesforce Service Cloud.
December 19, 2017
Service Cloud Corrals Manufacturers' Service Requests
We did not consider any alternatives to be a real solution compared to Service Cloud. This appeared to be the only solution for our needs.
December 13, 2017
Great if you don't need business intelligence
Salesforce is #1 CRM currently.Its integration with other systems is great.Online support for salesforce is very good.
November 09, 2017
Salesforce Service Cloud
Salesforce service cloud is the best you can get within the industry. It improves all aspects of insight within your company and gives the complete overview. Like I said in a previous comment it might be a bit to much for a smaller company with too many bells and whistles when simplicity would be key for a company that size.