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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

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Reviews and Ratings

(367)

Attribute Ratings

Reviews

(1-3 of 3)
Companies can't remove reviews or game the system. Here's why
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
Use Cases and Deployment Scope
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.
Pros and Cons
  • 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.
Likelihood to Recommend
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.
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
Return on Investment
  • 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.
Alternatives Considered
Salesforce Service offers the ability to customize the product to our business needs such as tracking workflow processes. While Zendesk is a good product it is limited to being more of a ticketing system, than a true overall Service application.
Other Software Used
Users and Roles
107
Customer support Ordering
Support Headcount Required
2
We have 1 developer and 1 admin.
Business Processes Supported
  • Customer support
  • Order tracking
  • Reporting
Innovative Uses
  • We integrated Salesforce with our ERP to allow agents to see ERP information without needing to leave Salesforce
Likelihood to Renew
10
We love this platform and it's versatility.
Premium Support
Yes
We anticipated needing premium support since we were new to the product so we purchased it.
Support Rating
4
I odten have to repeat myself and find it difficult to communicaye with the support team. My issues take several days to get resolution, but they do stay in contact daily which is good. I have to escalate to tier 3 to get a really good answer.
Bug Resolution
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.
Exceptional Examples of Salesforce Service Cloud Support
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.
Easy Tasks
  • Reports
  • Dashboards
  • Accounts
  • Contacts
  • Cases
  • Related Lists
Difficult Tasks
  • Some admin functions
  • Live agent setup
Mobile Interface Availability and Impressions
Yes
It is great. Simple, clean, and easy.
Usability
9
The system is pretty intuitive and easy to learn once you learn some new terminology.
July 20, 2016

Salesforce makes database management easier

Verified User
Professional in Social Media
Non-Profit Organization Management Company, 11-50 employees
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Use Cases and Deployment Scope
Our association uses Salesforce for our member database.
Pros and Cons
  • Easy search function
  • Integrates with our email client
  • Updates and changes are easy to make
  • Event registration
  • Enhanced search functions
  • Ability to track no shows to an event
Likelihood to Recommend
It is really good for managing large databases with lots of information that needs regular updating. The internal chatter feature is a nice way to share information across an organization without sending multiple emails. The digest feature is a nice perk.
Salesforce Service Cloud Feature Ratings
Incident and problem management (6)
13.333333333333332%
1.3
Organize and prioritize service tickets
N/A
N/A
Expert directory
N/A
N/A
Subscription-based notifications
80%
8.0
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)
N/A
N/A
External knowledge base
N/A
N/A
Internal knowledge base
N/A
N/A
Multi-Channel Help (5)
N/A
N/A
Customer portal
N/A
N/A
IVR
N/A
N/A
Social integration
N/A
N/A
Email support
N/A
N/A
Help Desk CRM integration
N/A
N/A
Return on Investment
  • With everyone able to update information, the data is much more accurate.
  • Our email list is substantially more accurate.
Alternatives Considered
The ease of use of Salesforce sets it apart from iMIS. It's far more intuitive for all staff. The additional features (such as Chatter) are nice extras.
Easy Tasks
  • Updating information
  • Making changes to profiles
Difficult Tasks
  • Merging what we call data points and what Salesforce calls data points
Mobile Interface Availability and Impressions
Yes
very well. It's super seamless for the staff Chatter function and even updating profiles from the mobile version is easy.
Usability
7
It's overall easy to use once you know what you're looking for and how to use the search function.
September 15, 2014

Professional edition Salesforce Service Cloud

Verified User
Analyst in Information Technology
Information Technology and Services Company, 51-200 employees
Score 8 out of 10
Vetted Review
Verified User
Use Cases and Deployment Scope
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.
Pros and Cons
  • 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
Likelihood to Recommend
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.
Return on Investment
  • 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.
Alternatives Considered
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
Likelihood to Renew
6
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.
Users and Roles
100
Sales and Account management
Support and Professional Services
Support Headcount Required
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
Products Replaced
No
Key Differentiators
  • 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.
Evaluation Lessons Learned
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.
Premium Support
No
I think Salesforce has got it Customer service right as most things an Admin or users need to do is very well documented.
Support Rating
9
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
Bug Resolution
No
Easy Tasks
  • Set up and customisation based on process used in the company
Difficult Tasks
  • Limitation in the edition for case management
  • Data quality checking functions
  • Lack of real time info - refresh every time is painful
Mobile Interface Availability and Impressions
Yes
very well
Usability
8
Ease of use and great customer support and training documentation
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