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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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Recent Reviews

Salesforce Service Cloud overview

9 out of 10
May 08, 2023
Using Salesforce service cloud internally to create support tickets. It offers a complete 360 degree ticket management system with ticket …
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Service in Salesforce

10 out of 10
June 24, 2022
Incentivized
We use Salesforce Service Cloud for about 110 of our users in 3 departments. We currently utilize this product for our service channels …
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Read all reviews

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

View all 13 features
  • Email support (67)
    9.3
    93%
  • Ticket creation and submission (66)
    9.2
    92%
  • Organize and prioritize service tickets (66)
    8.8
    88%
  • Ticket response (65)
    8.8
    88%

Reviewer Pros & Cons

View all pros & cons
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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 7.9

Self Help Community

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

9
Avg 7.7

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.

8.9
Avg 7.7
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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 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 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).
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Comparisons

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Reviews and Ratings

(367)

Attribute Ratings

Reviews

(1-2 of 2)
Companies can't remove reviews or game the system. Here's why
Steve Kim | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Service Cloud is being used by our support teams to manage cases. It has greatly enhanced our ability to increase visibility across the organization and organize and report on our data. The analytics that are now available have greatly elevated our ability to manage our clients and our internal staff.
  • 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.
Any organization looking to scale and provide world-class support should consider the investment into Salesforce Service Cloud. There are alternatives on the market but many do not allow the integration and availability that Salesforce does. In my opinion, Salesforce has been the gold standard in the industry. They have also been able to provide a high level of support as our company has grown.
Incident and problem management (6)
96.66666666666666%
9.7
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
Self Help Community (2)
90%
9.0
External knowledge base
90%
9.0
Internal knowledge base
90%
9.0
Multi-Channel Help (3)
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
We haven't experienced much downtime or major issues with availability.
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 marketing teams. Having all cross functional groups on a single platform is extremely valuable.
Salesforce provides a more robust set of features than most other alternatives. Since Service Cloud is part of the Salesforce platform and since our company has been on Sales Cloud for several years, it was an easy choice to select Service Cloud. The transfer of customer data between the modules is critical for our business.
25
Support, Customer Success, Account Management,
3
Salesforce Admins, IT
  • 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
It has met expectations thus far.
Yes
Zendesk
  • Scalability
  • Integration with Other Systems
Prior solution did not integrate as well with CRM and ERP systems
Nothing would have likely changed
We are still working through issues with the implementation. Things are also always changing so the original implementation required many changes.
  • Third-party professional services
HiForte
No
Change management was a big part of the implementation and was well-handled
Perhaps we could have involved more cross functional teams in the initial planning but we also had a tight timeline.
  • Integration with other systems
  • Migration of data
  • User acceptance testing
Nothing noteworthy. Support has just been standard.
No, we did not because of costs.
No
I would not say any of the support I received was exceptional.
The usability of the platform depends on well it is configured. I think based on our configuration, it is fairly user friendly.
  • User interface
  • Integration with other systems
  • Reporting and dashboards
  • Customization
  • Workflows and validation rules
  • Reports
Score 8 out of 10
Vetted Review
Verified User
The application is used by most departments primarily as a CRM tool by Sales and Marketing. The case management module is used by Services and Support within the company. Although a very robust and highly customisable tool, Salesforce Service Cloud I think it is quite limited as we use the Professional edition.
  • Very customisable. Since this is primarily a Sales application it can adapt to any organisation's process and if you are new to using Salesforce it can give you many out of the box tools that can be used.
  • Case management is quite different to how it normally is presented on most of the market leaders but I think the approach to use the case management module in tandem with Accounts and contacts enables the CRM side of things to kick in. So the company and Account managers can have a holistic view of what issues are going on with their Accounts.
  • If implemented correctly, the system admin can have a lot of control over how to set processes and ensuring data quality is managed right from the start. It helps to have the User interface as drag and drop and move things around if not done properly the first time.
  • Professional edition has reports and dashboards that are very limited to the various cuts of data that need to sometimes talk to each other.
  • Auto-refresh every time you need real time data is a pain. It never refreshes with the browser and depending on the number of widgets you have for a dashboard it can take a minute or two to get the latest info which if you are in a meeting can be slightly frustrating to wait
  • Limitation as Support management is limited to only case management. It would be useful to have defect and release management capabilities to ensure companies that need to follow their SDLC can work with this
With the professional edition of Salesforce Service Cloud - managing data quality entry is restricted to only using validation rules and mandating some fields. Workflows are not an option. If the Products and Pricebooks are used in Salesforce Opportunities it can be useful for managing the various products companies sell.
  • I don't think it has been the best in terms of ROI for us as it does not link in with Finance as it is only a CRM with robust capabilities.
  • As mentioned, we need defect and release management modules to align our processes with ITIL and Salesforce Service cloud professional edition does not have them available.
It is refreshing as it is simpler and is cloud based so implementation costs are comparatively less but Remedy is a legacy tool that was made only for Software support so the features and functionality are better
Professional edition works best for a small company with lower call volumes and is very useful but as you grow exponetially I think it has limited ability to do all the things we want to - SLA management, defect, release management to name a few. Reports and dashboards being available in real time.
100
Sales and Account management
Support and Professional Services
2
Quick learning and ability to understand and implement business logic to make the application work as per the needs of users
Functions and formulas
No
  • Price
  • Product Features
  • Product Usability
  • Analyst Reports
  • Third-party Reviews
I think the ability to use all features in an easy and user friendly way is important as is the price per license.
Get the training included and ensure the processes we use in the company are mapped properly otherwise it can be disastrous and very onerous if all features are not used properly.
No
I think Salesforce has got it Customer service right as most things an Admin or users need to do is very well documented.
Quick, efficient and very friendly. They know exactly how to not go just by the scripted response. They ensure they listen to you and try and give you suitable solutions or workarounds if there is a limitation
No
  • Set up and customisation based on process used in the company
  • Limitation in the edition for case management
  • Data quality checking functions
  • Lack of real time info - refresh every time is painful
Yes
very well
Ease of use and great customer support and training documentation
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