Increase productivity of Support team with Salesforce Service Cloud
We have implemented Salesforce Service Cloud for several clients. Salesforce Service Cloud is used to by support teams. It provides out of …
Starting at $25 per month
View PricingOverview
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.
Recent Reviews
How Salesforce Service Cloud Differs From Its Competitors
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
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
Return to navigation
Product Details
- About
- Integrations
- 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
Compare with
Reviews and Ratings
(367)Attribute Ratings
Reviews
(1-4 of 4)Companies can't remove reviews or game the system. Here's why
March 08, 2024
Enhanced Customer Service Platform
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.
96.66666666666666%
9.7
90%
9.0
90%
9.0
- More efficient management of client support cases
- Greater visibility across departments
- Improved case turnaround time
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
Yes
Zendesk
- Scalability
- Integration with Other Systems
Prior solution did not integrate as well with CRM and ERP systems
Nothing would have likely changed
- 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
No, we did not because of costs.
No
I would not say any of the support I received was exceptional.
- User interface
- Integration with other systems
- Reporting and dashboards
- Customization
- Workflows and validation rules
- Reports
We used Service Cloud to document and manage customer issues raised by the various teams (HR, Payroll, Benefits, Tax, Legal) that interact with all levels of our clients (C-Level, managers, employees, vendors). The ability for all of our teams to capture the issues of an individual client within the same ecosystem and making that information accessible immediately for on-site and headquarter employees from laptops or cell phones greatly streamlined and enhanced our customer intelligence. We were able to present a unified voice to our client so that regardless of who from our company spoke to whomever at the client, we always knew the issues top of mind for that client.
- 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.
88.33333333333334%
8.8
80%
8.0
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.
Service Cloud is just a more comprehensive solution within a great ecosystem. It was natural to use Service Cloud since we're using Sales Cloud. It's a highly adaptable product that can grow with your business and it's needs whether it's adding users or entire pieces of functionality. You don't need a highly technical developer on staff to do enhancements, although it helps.
10
Our customer support team uses Salesforce Service Cloud to manage customer satisfaction issues and internal client matters to fix problems or update information in the system.
2
Typically our customer service team lead is able to either educate her team on how to use the system in a best practice manner to accomplish their goal or make changes in the configurations. We also have a Salesforce admin who we vet the feature requests with before making system changes. We try to minimize system config changes.
- 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
June 24, 2022
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 for all customer communication.
- 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.
93.33333333333334%
9.3
100%
10.0
90%
9.0
- 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.
107
Customer support
Ordering
2
We have 1 developer and 1 admin.
- Customer support
- Order tracking
- Reporting
- We integrated Salesforce with our ERP to allow agents to see ERP information without needing to leave Salesforce
Yes
We anticipated needing premium support since we were new to the product so we purchased it.
Yes
I had found a bug with emails routing to the wrong contact. I am still waiting on a resolution, but the support person told me it was something they needed to fix on the backend.
I actually wouldn't say the Salesforce support offers exceptional service, but the Salesforce Community definitely has numerous times. I posted an issue I was having a few weeks ago in the community forum and within 2 hours I had a response from 2 Salesforce Community members and they asked a 3rd one to weigh in as well. It solved my issue immediately.
- Reports
- Dashboards
- Accounts
- Contacts
- Cases
- Related Lists
- Some admin functions
- Live agent setup
Yes
It is great. Simple, clean, and easy.
July 08, 2014
Tightly Integrated Solutions Management System for Increased Sales & Account Management Awareness
The Salesforce Service Cloud is being used to monitor and respond to cases/tickets that are submitted by customers. Our tickets range from feature/enhancement requests to bug issues, or requests for troubleshooting assistance. Therefore, the Sales portion of the product is only leveraged by our Business Development Managers (BDMs) and the Service Cloud portion is leveraged by the company's Field Application Engineers (FAEs, who are essentially our specialized technicians). The purpose of using the Service Cloud was to consolidate our activities, monitor any trends in requests/issues, and provide more accessibility and transparency between our FAEs and BDMs.
- 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.
This is the only case management system I have used. We selected the Salesforce Service Cloud because Salesforce is the platform used for our CRM and pipeline management, so the reporting and tracking of all components are easily integrated.
20
We have 1 marketing user, 2 administrative assistants, 6 field application engineers (technicians), 2 engineers, 1 sales manager, and 8 business development managers.
1
Our System Administrator completed the ADM-201 training class with Salesforce. This enables her to make the necessary changes on the backend without engaging a full consulting company. She also attended Dreamforce and actively uses the forums/help sites for ideas and best practices.
- 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.