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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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How Salesforce Service Cloud Differs From Its Competitors

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

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 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

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

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

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

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

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

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 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 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

View all alternatives
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Reviews and Ratings

(367)

Attribute Ratings

Reviews

(1-25 of 71)
Companies can't remove reviews or game the system. Here's why
March 18, 2024

Increase productivity of Support team with Salesforce Service Cloud

Naveen Gabrani | TrustRadius Reviewer
Naveen Gabrani
Founder/CEO
Astrea IT Services Pvt Ltd (Computer Software, 51-200 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Salesforce Service Cloud Feature Ratings
Incident and problem management (6)
95%
9.5
Organize and prioritize service tickets
100%
10.0
Expert directory
90%
9.0
Subscription-based notifications
90%
9.0
ITSM collaboration and documentation
90%
9.0
Ticket creation and submission
100%
10.0
Ticket response
100%
10.0
Self Help Community (2)
95%
9.5
External knowledge base
90%
9.0
Internal knowledge base
100%
10.0
Multi-Channel Help (5)
90%
9.0
Customer portal
90%
9.0
IVR
90%
9.0
Social integration
90%
9.0
Email support
90%
9.0
Help Desk CRM integration
90%
9.0
March 08, 2024

Enhanced Customer Service Platform

Steve Kim | TrustRadius Reviewer
Steve Kim
Sr. Manager, Revenue Operations
Verifi Inc. (Financial Services, 201-500 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Salesforce Service Cloud Feature Ratings
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
March 04, 2024

Service Cloud Gives Visibility into Every Client Across All Teams at Any Moment

Verified User
Project Manager in Marketing
Automotive Company, 5001-10,000 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Salesforce Service Cloud Feature Ratings
Incident and problem management (6)
88.33333333333334%
8.8
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
Self Help Community (1)
80%
8.0
Internal knowledge base
80%
8.0
Multi-Channel Help (1)
100%
10.0
Email support
100%
10.0
February 29, 2024

Salesforce Service Cloud is a sturdy platform and built for enterprise level clients

Verified User
Administrator in Sales
Music Company, 51-200 employees
Score 5 out of 10
Vetted Review
Verified User
Incentivized
Salesforce Service Cloud Feature Ratings
Incident and problem management (6)
78.33333333333333%
7.8
Organize and prioritize service tickets
50%
5.0
Expert directory
50%
5.0
Subscription-based notifications
70%
7.0
ITSM collaboration and documentation
100%
10.0
Ticket creation and submission
100%
10.0
Ticket response
100%
10.0
Self Help Community (2)
70%
7.0
External knowledge base
70%
7.0
Internal knowledge base
70%
7.0
Multi-Channel Help (5)
72%
7.2
Customer portal
90%
9.0
IVR
50%
5.0
Social integration
50%
5.0
Email support
100%
10.0
Help Desk CRM integration
70%
7.0
February 29, 2024

Great for the organized and the forgetful!

Verified User
Administrative Assistant in Sales
Real Estate Company, 1001-5000 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Salesforce Service Cloud Feature Ratings
Incident and problem management (6)
86.66666666666666%
8.7
Organize and prioritize service tickets
80%
8.0
Expert directory
70%
7.0
Subscription-based notifications
100%
10.0
ITSM collaboration and documentation
80%
8.0
Ticket creation and submission
100%
10.0
Ticket response
90%
9.0
Self Help Community (2)
90%
9.0
External knowledge base
90%
9.0
Internal knowledge base
90%
9.0
Multi-Channel Help (5)
84%
8.4
Customer portal
80%
8.0
IVR
80%
8.0
Social integration
80%
8.0
Email support
90%
9.0
Help Desk CRM integration
90%
9.0
February 27, 2024

Great Product for Small Businesses

AR
Azeneth Rivera
Administrative Assistant
SuperServe (Transportation/Trucking/Railroad, 1-10 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Salesforce Service Cloud Feature Ratings
Incident and problem management (6)
98.33333333333334%
9.8
Organize and prioritize service tickets
100%
10.0
Expert directory
100%
10.0
Subscription-based notifications
90%
9.0
ITSM collaboration and documentation
100%
10.0
Ticket creation and submission
100%
10.0
Ticket response
100%
10.0
Self Help Community (2)
100%
10.0
External knowledge base
100%
10.0
Internal knowledge base
100%
10.0
Multi-Channel Help (4)
100%
10.0
Customer portal
100%
10.0
Social integration
100%
10.0
Email support
100%
10.0
Help Desk CRM integration
100%
10.0
February 27, 2024

Salesforce Service Cloud is an Awesome Product

BV
Bobbi Jo VALIANT
CRM SFDC Admin
BIWORLDWIDE (Consumer Services, 1001-5000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Salesforce Service Cloud Feature Ratings
Incident and problem management (6)
75%
7.5
Organize and prioritize service tickets
90%
9.0
Expert directory
N/A
N/A
Subscription-based notifications
90%
9.0
ITSM collaboration and documentation
90%
9.0
Ticket creation and submission
90%
9.0
Ticket response
90%
9.0
Self Help Community (2)
95%
9.5
External knowledge base
100%
10.0
Internal knowledge base
90%
9.0
Multi-Channel Help (4)
90%
9.0
Customer portal
90%
9.0
Social integration
90%
9.0
Email support
90%
9.0
Help Desk CRM integration
90%
9.0
February 20, 2024

Salesforce Service Cloud delivers flexible features for an Agile team

Verified User
Administrator in Information Technology
Hospital & Health Care Company, 5001-10,000 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Salesforce Service Cloud Feature Ratings
Incident and problem management (6)
100%
10.0
Organize and prioritize service tickets
100%
10.0
Expert directory
100%
10.0
Subscription-based notifications
100%
10.0
ITSM collaboration and documentation
100%
10.0
Ticket creation and submission
100%
10.0
Ticket response
100%
10.0
Self Help Community (2)
100%
10.0
External knowledge base
100%
10.0
Internal knowledge base
100%
10.0
Multi-Channel Help (5)
100%
10.0
Customer portal
100%
10.0
IVR
100%
10.0
Social integration
100%
10.0
Email support
100%
10.0
Help Desk CRM integration
100%
10.0
February 20, 2024

All your customer service needs sorted in one go with Salesforce Service Cloud

Verified User
Consultant in Information Technology
Information Technology & Services Company, 10,001+ employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Salesforce Service Cloud Feature Ratings
Incident and problem management (6)
93.33333333333334%
9.3
Organize and prioritize service tickets
90%
9.0
Expert directory
90%
9.0
Subscription-based notifications
90%
9.0
ITSM collaboration and documentation
90%
9.0
Ticket creation and submission
100%
10.0
Ticket response
100%
10.0
Self Help Community (2)
100%
10.0
External knowledge base
100%
10.0
Internal knowledge base
100%
10.0
Multi-Channel Help (5)
90%
9.0
Customer portal
90%
9.0
IVR
90%
9.0
Social integration
90%
9.0
Email support
90%
9.0
Help Desk CRM integration
90%
9.0
February 20, 2024

Salesforce is Customizable and Useful but Has Flaws

Verified User
Manager in Corporate
Insurance Company, 11-50 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Salesforce Service Cloud Feature Ratings
Incident and problem management (6)
53.33333333333333%
5.3
Organize and prioritize service tickets
70%
7.0
Expert directory
60%
6.0
Subscription-based notifications
N/A
N/A
ITSM collaboration and documentation
60%
6.0
Ticket creation and submission
80%
8.0
Ticket response
50%
5.0
Self Help Community (2)
80%
8.0
External knowledge base
80%
8.0
Internal knowledge base
80%
8.0
Multi-Channel Help (5)
74%
7.4
Customer portal
60%
6.0
IVR
60%
6.0
Social integration
70%
7.0
Email support
90%
9.0
Help Desk CRM integration
90%
9.0
February 20, 2024

Salesforce Service Cloud's integrated data makes up for clunkiness and lackluster features

Verified User
Director in Customer Service
Education Management Company, 201-500 employees
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Salesforce Service Cloud Feature Ratings
Incident and problem management (5)
78%
7.8
Organize and prioritize service tickets
80%
8.0
Subscription-based notifications
80%
8.0
ITSM collaboration and documentation
80%
8.0
Ticket creation and submission
80%
8.0
Ticket response
70%
7.0
Self Help Community (2)
70%
7.0
External knowledge base
70%
7.0
Internal knowledge base
70%
7.0
Multi-Channel Help (3)
96.66666666666666%
9.7
Customer portal
100%
10.0
Email support
90%
9.0
Help Desk CRM integration
100%
10.0
February 20, 2024

Salesforce Service Cloud has really helped!

Verified User
Analyst in Customer Service
Consumer Goods Company, 5001-10,000 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Salesforce Service Cloud Feature Ratings
Incident and problem management (6)
30%
3.0
Organize and prioritize service tickets
80%
8.0
Expert directory
N/A
N/A
Subscription-based notifications
100%
10.0
ITSM collaboration and documentation
N/A
N/A
Ticket creation and submission
N/A
N/A
Ticket response
N/A
N/A
Self Help Community (2)
95%
9.5
External knowledge base
100%
10.0
Internal knowledge base
90%
9.0
Multi-Channel Help (5)
20%
2.0
Customer portal
N/A
N/A
IVR
N/A
N/A
Social integration
N/A
N/A
Email support
100%
10.0
Help Desk CRM integration
N/A
N/A
February 20, 2024

Salesforce Service Cloud is a helpful tool for customer service

Verified User
Manager in Marketing
Food & Beverages Company, 1001-5000 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Salesforce Service Cloud Feature Ratings
Incident and problem management (4)
85%
8.5
Organize and prioritize service tickets
90%
9.0
ITSM collaboration and documentation
70%
7.0
Ticket creation and submission
90%
9.0
Ticket response
90%
9.0
Self Help Community (2)
80%
8.0
External knowledge base
80%
8.0
Internal knowledge base
80%
8.0
Multi-Channel Help (5)
32%
3.2
Customer portal
N/A
N/A
IVR
N/A
N/A
Social integration
N/A
N/A
Email support
80%
8.0
Help Desk CRM integration
80%
8.0
May 08, 2023

Salesforce Service Cloud overview

Verified User
Account Manager in Sales
Hospitality Company, 201-500 employees
Score 9 out of 10
Vetted Review
Verified User
Salesforce Service Cloud Feature Ratings
Incident and problem management (6)
86.66666666666666%
8.7
Organize and prioritize service tickets
90%
9.0
Expert directory
90%
9.0
Subscription-based notifications
90%
9.0
ITSM collaboration and documentation
80%
8.0
Ticket creation and submission
80%
8.0
Ticket response
90%
9.0
Self Help Community (2)
90%
9.0
External knowledge base
90%
9.0
Internal knowledge base
90%
9.0
Multi-Channel Help (5)
86%
8.6
Customer portal
90%
9.0
IVR
90%
9.0
Social integration
60%
6.0
Email support
100%
10.0
Help Desk CRM integration
90%
9.0
June 24, 2022

Service in Salesforce

Verified User
Analyst in Information Technology
Apparel & Fashion Company, 201-500 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Salesforce Service Cloud Feature Ratings
Incident and problem management (6)
93.33333333333334%
9.3
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
Self Help Community (2)
100%
10.0
External knowledge base
100%
10.0
Internal knowledge base
100%
10.0
Multi-Channel Help (4)
90%
9.0
Customer portal
100%
10.0
Social integration
80%
8.0
Email support
80%
8.0
Help Desk CRM integration
100%
10.0
May 16, 2022

A perfect solution for customer support

Mohammad Rashid Raza | TrustRadius Reviewer
Mohammad Rashid Raza
Technnical Lead
GSPANN (Information Technology & Services, 1001-5000 employees)
Score 10 out of 10
Vetted Review
Verified User
Salesforce Service Cloud Feature Ratings
Incident and problem management (6)
85%
8.5
Organize and prioritize service tickets
100%
10.0
Expert directory
70%
7.0
Subscription-based notifications
60%
6.0
ITSM collaboration and documentation
90%
9.0
Ticket creation and submission
100%
10.0
Ticket response
90%
9.0
Self Help Community (2)
90%
9.0
External knowledge base
80%
8.0
Internal knowledge base
100%
10.0
Multi-Channel Help (5)
100%
10.0
Customer portal
100%
10.0
IVR
100%
10.0
Social integration
100%
10.0
Email support
100%
10.0
Help Desk CRM integration
100%
10.0
May 20, 2021

Salesforce Service Cloud helped us deploy a customer solution in less than two weeks.

GD
Gordon Dalgleish
Head of ICT Solutions
Arvato UK (Outsourcing/Offshoring, 1001-5000 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Salesforce Service Cloud Feature Ratings
Incident and problem management (6)
43.33333333333333%
4.3
Organize and prioritize service tickets
N/A
N/A
Expert directory
80%
8.0
Subscription-based notifications
N/A
N/A
ITSM collaboration and documentation
N/A
N/A
Ticket creation and submission
90%
9.0
Ticket response
90%
9.0
Self Help Community (2)
40%
4.0
External knowledge base
N/A
N/A
Internal knowledge base
80%
8.0
Multi-Channel Help (3)
56.66666666666667%
5.7
Customer portal
N/A
N/A
Email support
90%
9.0
Help Desk CRM integration
80%
8.0
May 17, 2021

A power user who is still in love with Salesforce Service Cloud

Verified User
Program Manager in Corporate
Financial Services Company, 1001-5000 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Salesforce Service Cloud Feature Ratings
Incident and problem management (6)
55%
5.5
Organize and prioritize service tickets
80%
8.0
Expert directory
N/A
N/A
Subscription-based notifications
N/A
N/A
ITSM collaboration and documentation
50%
5.0
Ticket creation and submission
100%
10.0
Ticket response
100%
10.0
Self Help Community (2)
35%
3.5
External knowledge base
70%
7.0
Internal knowledge base
N/A
N/A
Multi-Channel Help (5)
40%
4.0
Customer portal
N/A
N/A
IVR
N/A
N/A
Social integration
N/A
N/A
Email support
100%
10.0
Help Desk CRM integration
100%
10.0
May 16, 2021

Salesforce Service Cloud: Efficient and Effective Communications Across the Globe!

Helen Kinnear | TrustRadius Reviewer
Helen Kinnear
Client Success Team Manager
Houst (Consumer Services, 51-200 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Salesforce Service Cloud Feature Ratings
Incident and problem management (6)
91.66666666666666%
9.2
Organize and prioritize service tickets
100%
10.0
Expert directory
90%
9.0
Subscription-based notifications
80%
8.0
ITSM collaboration and documentation
80%
8.0
Ticket creation and submission
100%
10.0
Ticket response
100%
10.0
Self Help Community (2)
85%
8.5
External knowledge base
80%
8.0
Internal knowledge base
90%
9.0
Multi-Channel Help (4)
95%
9.5
Customer portal
90%
9.0
Social integration
90%
9.0
Email support
100%
10.0
Help Desk CRM integration
100%
10.0
April 29, 2021

Useful but complex

Verified User
Advisor in Customer Service
Outsourcing/Offshoring Company, 10,001+ employees
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Salesforce Service Cloud Feature Ratings
Incident and problem management (6)
N/A
N/A
Organize and prioritize service tickets
N/A
N/A
Expert directory
N/A
N/A
Subscription-based notifications
N/A
N/A
ITSM collaboration and documentation
N/A
N/A
Ticket creation and submission
N/A
N/A
Ticket response
N/A
N/A
Self Help Community (2)
50%
5.0
External knowledge base
50%
5.0
Internal knowledge base
50%
5.0
Multi-Channel Help (5)
20%
2.0
Customer portal
N/A
N/A
IVR
N/A
N/A
Social integration
N/A
N/A
Email support
50%
5.0
Help Desk CRM integration
50%
5.0
April 28, 2021

Flexible, simple and future proof!

Verified User
C-Level Executive in Corporate
Computer & Network Security Company, 51-200 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Salesforce Service Cloud Feature Ratings
Incident and problem management (6)
91.66666666666666%
9.2
Organize and prioritize service tickets
100%
10.0
Expert directory
80%
8.0
Subscription-based notifications
90%
9.0
ITSM collaboration and documentation
80%
8.0
Ticket creation and submission
100%
10.0
Ticket response
100%
10.0
Self Help Community (2)
80%
8.0
External knowledge base
80%
8.0
Internal knowledge base
80%
8.0
Multi-Channel Help (5)
34%
3.4
Customer portal
80%
8.0
IVR
N/A
N/A
Social integration
N/A
N/A
Email support
90%
9.0
Help Desk CRM integration
N/A
N/A
April 27, 2021

Horrendous Product, Consider All Other Options

Peter Vadelnieks | TrustRadius Reviewer
Peter Vadelnieks
Customer Support and Project Manager
SES-imagotag (Retail, 501-1000 employees)
Score 1 out of 10
Vetted Review
Verified User
Incentivized
Salesforce Service Cloud Feature Ratings
Incident and problem management (6)
10%
1.0
Organize and prioritize service tickets
10%
1.0
Expert directory
10%
1.0
Subscription-based notifications
10%
1.0
ITSM collaboration and documentation
10%
1.0
Ticket creation and submission
10%
1.0
Ticket response
10%
1.0
Self Help Community (2)
10%
1.0
External knowledge base
10%
1.0
Internal knowledge base
10%
1.0
Multi-Channel Help (5)
12%
1.2
Customer portal
20%
2.0
IVR
10%
1.0
Social integration
10%
1.0
Email support
10%
1.0
Help Desk CRM integration
10%
1.0
April 26, 2021

Salesforce Service Cloud - great option for growing businesses

TR
Tim Regas
General Manager
KEYLOK (Computer Software, 11-50 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Salesforce Service Cloud Feature Ratings
Incident and problem management (6)
76.66666666666667%
7.7
Organize and prioritize service tickets
100%
10.0
Expert directory
50%
5.0
Subscription-based notifications
30%
3.0
ITSM collaboration and documentation
80%
8.0
Ticket creation and submission
100%
10.0
Ticket response
100%
10.0
Self Help Community
N/A
N/A
Multi-Channel Help (2)
65%
6.5
Email support
60%
6.0
Help Desk CRM integration
70%
7.0
April 24, 2021

Salesforce Service Cloud User Review - a fantastic user experience!

Clara Mediavilla Rizzo | TrustRadius Reviewer
Clara Mediavilla Rizzo
Customer Success Support Specialist, EF Corporate Solutions
EF Education First (Education Management, 10,001+ employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Salesforce Service Cloud Feature Ratings
Incident and problem management (5)
100%
10.0
Organize and prioritize service tickets
100%
10.0
Expert directory
100%
10.0
ITSM collaboration and documentation
100%
10.0
Ticket creation and submission
100%
10.0
Ticket response
100%
10.0
Self Help Community (2)
100%
10.0
External knowledge base
100%
10.0
Internal knowledge base
100%
10.0
Multi-Channel Help (5)
100%
10.0
Customer portal
100%
10.0
IVR
100%
10.0
Social integration
100%
10.0
Email support
100%
10.0
Help Desk CRM integration
100%
10.0
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