Salesforce Service Cloud

Salesforce Service Cloud

Top Rated
About TrustRadius Scoring
Score 8.4 out of 100
Top Rated
Salesforce Service Cloud

Overview

Recent Reviews

Service in Salesforce

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

At Your Service Cloud

8 out of 10
September 20, 2021
The Service Cloud is being used by multiple users groups within the hospital I currently work at. We primarily use Cases, but we also have …
Continue reading

Useful but complex

7 out of 10
April 29, 2021
I am using Salesforce Service Cloud during QA. It is being used by a single department. It traces and rates the quality of your job. It is …
Continue reading
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
  • Organize and prioritize service tickets (55)
    8.3
    83%
  • Email support (56)
    8.0
    80%
  • Ticket response (55)
    8.0
    80%
  • Ticket creation and submission (56)
    8.0
    80%

Reviewer Pros & Cons

View all pros & cons

Video Reviews

Leaving a video review helps other professionals like you evaluate products. Be the first one in your network to record a review of Salesforce Service Cloud, and make your voice heard!

Pricing

View all pricing

Entry-level set up fee?

  • No setup fee
For the latest information on pricing, visithttp://www.salesforce.com/service…

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting / Integration Services

Starting price (does not include set up fee)

  • $65 per month

Features Scorecard

Incident and problem management

7.6
76%

Self Help Community

7.1
71%

Multi-Channel Help

7.7
77%

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

  • 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 Salesforce Service Cloud OverviewScreenshot of Salesforce Service Cloud - Customer CommunitiesScreenshot of Salesforce Service Cloud - Agent ConsoleScreenshot of Salesforce Service Cloud - Live AgentScreenshot of Salesforce Service Cloud - Wave AnalyticsScreenshot of Salesforce Service Cloud - Social Customer Support

Salesforce Service Cloud Videos

Salesforce Service Cloud Overview
Stanley Black & Decker Service Cloud Customer Story
Facebook Service Cloud Customer Story

Salesforce Service Cloud Integrations

Salesforce Service Cloud Competitors

Salesforce Service Cloud Technical Details

Deployment TypesSaaS
Operating SystemsUnspecified
Mobile ApplicationApple iOS, Android, Windows Phone, 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

Salesforce Service Cloud starts at $65.

Verint Messaging, Freshdesk, and Helpdesk Pilot are common alternatives for Salesforce Service Cloud.

Reviewers rate Organize and prioritize service tickets highest, with a score of 8.3.

The most common users of Salesforce Service Cloud are from Mid-sized Companies (51-1,000 employees) and the Computer Software industry.

Comparisons

View all alternatives

Compare with

Reviews

(1-25 of 62)
Companies can't remove reviews or game the system. Here's why
Score 10 out of 10
Vetted Review
Verified User
Review Source
Salesforce Service Cloud is well suited for any company, regardless of size, that wants to bring customer communication into one place, monitor the progress of those service cases, and/or direct users on next steps in a process. If a company is merely wanting to monitor 1 channel of communication there are other products that are far less capable than Salesforce that can allow the function, but you would be boxing yourself in for future growth.
September 20, 2021

At Your Service Cloud

Score 8 out of 10
Vetted Review
Verified User
Review Source
Service Cloud is well suited for any organization trying to leverage its customer relationship management system to provide world-class customer service. All your data will be stored in one centralized area, and your representatives can access, edit, and create that data. The Service Cloud allows your agents to build customer engagement and relationships.
Score 9 out of 10
Vetted Review
Verified User
Review Source
Salesforce Service Cloud is excellent as a CRM, a case management system, multi-channel contact centre support application, service and ticketing application as well as helping automate back office processes.
If you want to extend Service Cloud into Sales, Self-Service or Digital Marketing, you need to purchase additional services which can be relatively high cost.
Score 9 out of 10
Vetted Review
Verified User
Review Source
Service Cloud allows users to automate service processes, streamline workflows and find articles, topics, and experts to support the agent.
It's less appropriate when tying up similar cases or even allowing knowledge sharing across tickets.
However, any changes require a lot of effort and usually need to engage consultants which gets expensive.
Helen Kinnear | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
Salesforce Service Cloud is suited to a wide range of businesses that need to communicate both internally and externally effectively. Working with Salesforce has ensured that remote working is effective and efficient as team stats and performance can be tracked and dashboards and reports built so individuals and teams can monitor performance. It allows us to track customer data and store it securely. Salesforce works well with both small and global businesses as it can be built/adapted to suit the needs of users. It may not be suited to those who do not have extensive communications with customers/clients.
April 29, 2021

Useful but complex

Score 7 out of 10
Vetted Review
Verified User
Review Source
I think the idea behind a CRM is amazing. In this case, we have a product that can be a little bit [tough] to manage and the learning curve seems [never-ending]. Salesforce Service Cloud is useful because it lets you establish and set up connections in [real-time], especially in [a] big company. It traces everything (I am using this product during QA). I do like the [real-time] notification and the white interface. But it takes too long to make anything happen on Salesforce Service Cloud: [sometimes] it adds complexity to your job process.
Score 10 out of 10
Vetted Review
Verified User
Review Source
This is a great solution for any customer that requires a 360-degree view of all their customer interactions. This platform also allows teams and/or divisions to have unique requirements and workflows to support different lines of business. We also have the option of creating different customer experiences based upon their specific support solutions.
Score 10 out of 10
Vetted Review
Verified User
Review Source
Salesforce Service Cloud is a great option for those who want to manage customer data. It definitely works well if you have a large amount of data to manage. It is also very nice if you are looking to integrate with other apps like sales apps, email apps, or marketing apps. I would recommend those on a budget or who do not have a large amount of data look else where since it can be expensive.
Clara Mediavilla Rizzo | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
It is well suited for all the administrative tasks you need to register in a Sales/CRM/Marketing system so you can keep track from prospects, clients as companies and students particularly. Also, it is really well suited to add next steps or tasks to do for the future or for other colleagues from different teams. In that way, everyone is on the same page, and no one misses information when working on a global project.
Score 10 out of 10
Vetted Review
Verified User
Review Source
Service Cloud is an excellent solution for businesses that have many clients and touch points across many departments. It functions as a common platform for teams that operate in different capacities and have varying levels of technical aptitude to share their intelligence and interactions with clients.
Score 3 out of 10
Vetted Review
Verified User
Review Source
It is well suited to collect the basic data we need and it maintains phone, email, chat info. They have confirmed they are HIPAA compliant with the data and that is very important. But, their customer service is seriously disjointed. It is understandable that an issue must be escalated to the next department but that should be done internally without expecting the customer to do so.
Natalia Shlykova | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
It is a good platform to resolve customer service needs. I find it comfortable for daily work to record all updates of the progress of my students and the calls or other contacts which I made with the students or which made by somebody else. It is updating in real time which makes easy to use it with other people from company without missing any task.
Score 7 out of 10
Vetted Review
Verified User
Review Source
Salesforce Service Cloud is well suited for organizations that are looking for a robust ticketing system, detailed reporting and time tracking features. Easy to track time spent supporting customers and can use the reporting to bill the customers efficiently. The customizable templates make it easy to adopt Service Cloud if your company has many different support teams with different support flows.
Score 9 out of 10
Vetted Review
Verified User
Review Source
Salesforce is generally a great product not only for communicating with clients but also for case handling between teams. It is quite tricky to define a scenario where it would not be useful, as the level of customisation available makes it suitable for most businesses. If you are a small company just starting out the software may provide too many unnecessary functionalities.
Score 9 out of 10
Vetted Review
Verified User
Review Source
[Salesforce Service Cloud is] great at capturing detailed customer information. The information layout is easy to navigate and you don't have to move through a lot of different screens or places within the software to get a thorough understanding of the customer. Where it is less appropriate- I don't know of a way to check if someone else is viewing or working on a customer case at the same time. There may be an issue where two people are working on a case simultaneously and not even know it.
April 23, 2021

Best CRM Ever

Suresh K.S Kumar | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
Although some Salesforce competitors provide APIs and plug-ins, none of them allow you to customize your user experience and deploy new tools and interfaces with little to no coding. Salesforce [Service Cloud] allows you to take advantage of our most recent innovations without the hassle of installing new software or training new employees. The Salesforce Customer 360 Platform lets you expand your capabilities beyond what Salesforce rivals can deliver.
Score 9 out of 10
Vetted Review
Verified User
Review Source
Salesforce Service Cloud is suitable for a call center or anyone in the business of being the central contact area. I recommend it for anyone working with multiple clients at once also. This can be a handy tool when dealing with many Salesforce objects at once and servicing the records. Works well for any support role. I would not recommend for sales.
April 21, 2021

Powerful CRM tool

Score 9 out of 10
Vetted Review
Verified User
Review Source
It is perfect to capture service provided, especially for non-profit and community programs. Its data object structure works really well for customers who have a complex situation and have made multiple contacts and need multiple resources. Salesforce service cloud can capture all these complex situations in a streamlined snapshot and it provides agents a centralized place to review all the data. It is definitely not for sales capturing.
Score 10 out of 10
Vetted Review
Verified User
Review Source
Salesforce Service Cloud is excellent for managing your customer service and support cases. For example, we use it when we need to keep track of issues that are raised by our Suppliers so that we can reach out to our Buyers and resolve any discrepancies. These cases are then tied to each Account and Contact associated with the support transaction and it makes it very clear and easy to track who is doing what with the request. Salesforce Service Cloud also does an excellent job of helping us automate the mundane tasks needed to capture key information and ease the workload off of our agents by providing easy to use macros/quick texts and flows that automatically fill in the necessary fields on the back end. Our agents don't need to waste time or energy worrying about data entry and can instead focus on their core skills of helping out customers.
Hans Hong | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
I would not recommend this for small companies looking to do support. Too many functions and highly customizable, but requires experts to get the full power out of it. But for medium to large businesses who want to also integrate CRM data with support, it is a great solution.
Score 7 out of 10
Vetted Review
Verified User
Review Source
If you are a growing company that uses Salesforce as your source of truth, Service Cloud is a great option to keep Support cases available in one place and to report on the account level. It's also great for Support teams that are tiered, as you can create various tiers to ensure cases are assigned to to appropriate representative. For example, we have a rep who only handles enterprise accounts. These are automatically assigned to her upon case submission.