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.
Enhanced Customer Service Platform
Service Cloud Gives Visibility into Every Client Across All Teams at Any Moment
Salesforce Service Cloud is a sturdy platform and built for enterprise level clients
Great for the organized and the forgetful!
Great Product for Small Businesses
Salesforce Service Cloud is an Awesome Product
Salesforce Service Cloud delivers flexible features for an Agile team
All your customer service needs sorted in one go with Salesforce Service Cloud
Salesforce is Customizable and Useful but Has Flaws
Salesforce Service Cloud's integrated data makes up for clunkiness and lackluster features
Salesforce Service Cloud has really helped!
Salesforce Service Cloud is a helpful tool for customer service
Salesforce Service Cloud overview
Service in Salesforce
How Salesforce Service Cloud Differs From Its Competitors
Customer Experience
Customer Experience
Customer Experience
Customer Experience
Customer Experience
Customer Experience
Customer Experience
Customer Experience
Customer Experience
Customer Experience
Customer Experience
Customer Experience
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
- 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
Professional
$80
Enterprise
$165
Entry-level set up fee?
- No setup fee
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
Salesforce Service Cloud Voice Demo | Salesforce
Features
Incident and problem management
Streamlining ticketing and service restoration processes
- 8.8Organize and prioritize service tickets(66) Ratings
Prioritize tickets to ensure most urgent are tackled first
- 8.5Expert directory(47) Ratings
Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts
- 9.2Subscription-based notifications(56) Ratings
Users subscribe to notifications for ticket updates
- 8.4ITSM collaboration and documentation(52) Ratings
Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.
- 9.2Ticket creation and submission(66) Ratings
Users and agents can easily enter new support requests.
- 8.8Ticket response(65) Ratings
Agents can easily follow up with customers.
Self Help Community
Features that allow customers to self-service for support issues.
- 9.1External knowledge base(57) Ratings
Customers can self-service by searching through help articles.
- 9Internal knowledge base(62) Ratings
Internal knowledge base helps agents answer customers' support questions.
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.
- 8.9Customer portal(48) Ratings
Customer portal allows customers to submit tickets themselves and/or access self help resources.
- 8.5IVR(31) Ratings
Includes an interactive voice response system for routing callers to the correct agent or information.
- 8.6Social integration(42) Ratings
Agents can communicate with customers via social networks like Facebook and Twitter; may also include brand activity monitoring/reporting capabilities.
- 9.3Email support(67) Ratings
Integrates with email so that agents can send and receive information related to support tickets via email; email communications are attached to support tickets.
- 9.2Help Desk CRM integration(59) Ratings
Integrates with CRM so that tickets and support communications are coordinated with customers' records.
Product Details
- About
- Integrations
- Competitors
- Tech Details
- FAQs
What is Salesforce Service Cloud?
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 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
Comparisons
Compare with
Reviews and Ratings
(367)Attribute Ratings
Reviews
(1-5 of 5)Enhanced Customer Service Platform
- Robust set of features allowing efficient management of support cases.
- Consolidation of disparate functions onto a single platform (Salesforce).
- Extensive reporting and analytics.
- Migration from classic to lighting was especially challenging.
- Customization is available but not as easy as they make it out to be.
- Different departments working within the platform requires delicate management so as not to disrupt processes.
- Organize and prioritize service tickets
- 90%9.0
- Expert directory
- 100%10.0
- Subscription-based notifications
- 100%10.0
- ITSM collaboration and documentation
- 90%9.0
- Ticket creation and submission
- 100%10.0
- Ticket response
- 100%10.0
- External knowledge base
- 90%9.0
- Internal knowledge base
- 90%9.0
- Social integration
- 90%9.0
- Email support
- 90%9.0
- Help Desk CRM integration
- 90%9.0
- More efficient management of client support cases
- Greater visibility across departments
- Improved case turnaround time
- Case Management
- Customer Retention
- Account Management
- Managing customer churn
- Identifying product issues
- Alleviating sales from managing customer support issues
- Product enhancement
- Product innovation
- Reduce customer churn
- Scalability
- Integration with Other Systems
- Third-party professional services
- Integration with other systems
- Migration of data
- User acceptance testing
- User interface
- Integration with other systems
- Reporting and dashboards
- Customization
- Workflows and validation rules
- Reports
- Service Cloud is easy to use whether you're inputing data or trying to access it.
- By having a simple interface and creating dashboards, reports and views customized to an individual user's needs, we were able to achieve nearly 100% adoption rate.
- The highest praise I can give about this product is that our employees barely "felt" its existence in that it never got in the way of reaching the information or providing the information they needed. It never felt cumbersome or like it was getting in the way of doing their job.
- Reporting could be a bit more flexible. For some data we need to export to Excel and run formulas.
- Needs better phone system (Shoretel) integration. The app exchange app from Shoretel is very buggy and not well supported. It would be nice to have a Salesforce-owned solution with proper support.
- Out of the box customer surveying would be great for insight into our service levels. We use an app to generate surveys but its costly and this could be a standard feature in Service Cloud.
- Organize and prioritize service tickets
- 90%9.0
- Expert directory
- 80%8.0
- Subscription-based notifications
- 100%10.0
- ITSM collaboration and documentation
- 100%10.0
- Ticket creation and submission
- 80%8.0
- Ticket response
- 80%8.0
- Internal knowledge base
- 80%8.0
- Email support
- 100%10.0
- We greatly reduced redundant work and streamlined cross-team workflows by using cases as a place to document and distribute tasks.
- This led to faster delivery times and reduced errors as well as better knowledge retention.
- We use documentation from past experiences with a client to inform us on how to treat them in future interactions. It also helps us resolve issues with other clients experiencing similar issues thus reducing the chance of making the same errors again.
- Metrics from case entries tells us our weak points whether they're resource based, training or systems so we can reduce future incidents and deliver a higher quality level of service.
- Customer did not receive points for their purchase or activity
- Customer needs personal info or membership changes
- Client needs to update their SKU inventory
- Self service section for people to resolve their own issues
- Metrics reporting to identify new features
- Understanding of what is consuming our customer service team
- Interactive features like video conf, chat, voice
- Creating a portal for our clients to self service
Service in Salesforce
- Salesforce Service Cloud is a very versatile platform that has many out-of-the-box features that allow you to communicate with customers through email, web forms, chat, and social media.
- The ability to customize the platform is extremely helpful to aligning the business practices with the service needs. Learning to customize objects is simple and intuitive due to the ability to perform much customization through menus instead of code.
- Salesforce has a robust community and catalog of instructional material that makes it simple and easy to find solutions to new customizations.
- Salesforce needs to offer better email functionality from writhin the system. Not all customers choose to integrate their Gmail or Outlook accounts to work from those native email platforms, but in stead will email directly from within Salesforce and the functionality could be improved for a better user experience.
- When new emails are received in Salesforce the tabs open for those Cases should notify the user that there is a new email.
- Merging duplicate Cases is not a native feature and food apps to do this add expense. Salesforce should build this functionality into its product directly.
- Organize and prioritize service tickets
- 90%9.0
- Expert directory
- 90%9.0
- Subscription-based notifications
- 100%10.0
- ITSM collaboration and documentation
- 90%9.0
- Ticket creation and submission
- 100%10.0
- Ticket response
- 90%9.0
- External knowledge base
- 100%10.0
- Internal knowledge base
- 100%10.0
- Customer portal
- 100%10.0
- Social integration
- 80%8.0
- Email support
- 80%8.0
- Help Desk CRM integration
- 100%10.0
- Salesforce has had a great ROI for us by alleviating several duplicate steps.
- We are still early in our implementation, so more ROI will come as we continue to develop the platform to our needs, but it has already solved many business practices such as routing incoming emails to the appropriate person/team, allowing visibility to work across a department and applying quick template responses to our customers.
- Salesforce has allowed for more reporting on granular details for our management teams and will continue to improve as we integrate our other systems to leverage Salesforce reporting and analytics.
- Customer support
- Order tracking
- Reporting
- We integrated Salesforce with our ERP to allow agents to see ERP information without needing to leave Salesforce
- Reports
- Dashboards
- Accounts
- Contacts
- Cases
- Related Lists
- Some admin functions
- Live agent setup
Easy service center application for Salesforce based shops
- My favorite thing about Service Cloud was the auto-assignment rules. It saved us a great deal of time and headaches to know that all tasks were routed to the most available person without management intervention.
- I appreciated the ability to create and tweak auto-assignment and queue rules. This allowed us to route tasks to the correct team members.
- Service Cloud was very easy to set up. I was able to get it up and running in a couple of days. Tweaking settings was easy, too - I was able to make changes without having to call an implementation specialist.
- The one shortfall that we had was with reporting. The customer service team was always asking for more abilities to report on activities.
- Organize and prioritize service tickets
- 100%10.0
- Expert directory
- N/AN/A
- Subscription-based notifications
- N/AN/A
- ITSM collaboration and documentation
- N/AN/A
- Ticket creation and submission
- 100%10.0
- Ticket response
- 100%10.0
- External knowledge base
- 40%4.0
- Internal knowledge base
- 60%6.0
- Customer portal
- 60%6.0
- IVR
- N/AN/A
- Social integration
- 60%6.0
- Email support
- 80%8.0
- Help Desk CRM integration
- 100%10.0
- As a startup bringing a product, and thus service and support, to the market for the first time, there was no previous methodology to compare Service Cloud to. However, it was clearly evident that our call center team could easily use and manage their cases through the product.
- The product helped alleviate stress from the service and support management teams who were freed from routing and prioritizing cases for call center team members.
- The setup and management were much easier than other options.
- Service center, which answers customer questions and routes to the lead development team if necessary
- Support center, which assists in customer complaints and technical problems. They will route to the development team if necessary
- Some elements of the sales team
- Call center, which answers the phone system and routes to the appropriate deparments
- Current customer calls in or creates a ticket on our website with a problem with our product. A case is opened and the support center solves the case.
- Current customer or potential customer calls or emails with questions. The service center routes appropriately and tracks to make sure the customer is served.
- It could be expanded to be used more with early sales activities or lead development. Instead of routing cases to customer service team members, it would route leads to appropriate lead development team members.
Tightly Integrated Solutions Management System for Increased Sales & Account Management Awareness
- Easy to use and implement. The system is fairly intuitive for users, as well as System Administrators who will monitor and setup the system. It's easy to create the ticket records, generate assignment rules, create escalation methods, establish communication, etc.
- I like the variety of options you have for submitting a case and communicating automatically back with the customer. (Such as creating automated web-to-case or email-to-case tickets, and sending automated response emails upon the creation or escalation of a ticket.)
- I like that the cases are tied with the Account. This allows the BDMs to be aware of what is going on with the account before touching base with the client. For example, it's helpful to know that someone is in the middle of troubleshooting a ticket before you give them a sales call. All email communications for the case can be tracked within the ticket, so the BDM can read up on the current status and all the details surrounding the issue.
- The email-to-case system and method for tracking emails is not seamless. Occasionally, emails get lost.
- The method for creating HTML for the web-to-case form is very easy, however there are very few ways to edit the code for the beginner HTML code user.
- I do not think escalation should require a 30 minute minimum. With specific criteria, there should be a way to escalate a case immediately.
- Better customer service. We are able to track progress and assign cases to experts.
- Reporting. We are better able to report on how long tickets remain open, what the main issues/topics are, who is submitting them, etc.
- Tracking the types of issues our customers are experiencing, and hopefully using that information to improve and change the products.
- Improving our response efficiency by tracking solutions and answers, and then reusing them when applicable.
- Managing our response time by escalating cases that have been open for 48+ hours and assigning them to experts according to the relevant topics.
- Improve customer relations by expanding the knowledge of our BDMs.
- Improve communication when accounts are handed off from one user to another, since all communication and historical cases are tracked and logged.
- Increase transparency of the sales organization to the executive management team through reporting tools.