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
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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
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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
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Features
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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
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Reviews and Ratings
(367)Attribute Ratings
Reviews
(1-25 of 73)Companies can't remove reviews or game the system. Here's why
- Increased productivity of support staff
- Improved customer satisfaction
- Higher quality of responses to support tickets
March 08, 2024
Enhanced Customer Service Platform
- More efficient management of client support cases
- Greater visibility across departments
- Improved case turnaround time
- 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.
February 29, 2024
Salesforce Service Cloud is a sturdy platform and built for enterprise level clients
- 360 View of Customer
- Case Reason Tracking
- All in One CRM
February 29, 2024
Great for the organized and the forgetful!
- Increased our database with twice as much detail as our previous method.
- We are 30% more likely to follow up with our clients due to the task system.
February 27, 2024
Great Product for Small Businesses
- I am not the one who pays for the service, but it has been very beneficial.
February 27, 2024
Salesforce Service Cloud is an Awesome Product
- Lower Agent costs
- We have cut our service team in half over the past 5 years due to the efficiency of the tool
- The amount of direct inquiries to our technical team is less than 10% compared to the number support tickets that get entered in the system for them to work in a more organized manner
- Responses are 100% more timely because tickets can be responded to by any individual in the queue or on the team, as opposed to direct emails to just one person
- reduced the SLA times.
- better management and resolution of prioritized customers
- better tracking of resources through console view for managers.
- increased customer satisfaction
February 20, 2024
Salesforce is Customizable and Useful but Has Flaws
- We are saving hours from our Brokerage team, who was originally using the CRM/email app Front, as things are much more organized through salesforce
- There has been some negative impact on our engineering team's capacity, who had to get quite involved with setting up Salesforce due to its complexity and ability to customize
- Our customer success team was able to bring down the SLA times slightly, about 15 minutes faster in terms of response times to customers
February 20, 2024
Salesforce Service Cloud's integrated data makes up for clunkiness and lackluster features
- Approximately 30% case reduction
- Far fewer cases reach out tier 1 support with the self-service knowledge
February 20, 2024
Salesforce Service Cloud has really helped!
- one call resolution
- better agent experience
- quicker resolution time
February 20, 2024
Salesforce Service Cloud is a helpful tool for customer service
- Helped to improve response rates to customer inquiries
- It's a significant cost in our annual budgets.
- Provides organization for customer service.
May 08, 2023
Salesforce Service Cloud overview
Score 9 out of 10
Vetted Review
Verified User
- 50% reduction in service tickets
- 30-40% increase in service agent efficiency
- Increase in CSAT score
June 24, 2022
Service in Salesforce
- 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.
May 16, 2022
A perfect solution for customer support
Score 10 out of 10
Vetted Review
Verified User
- It has so many out of the box feature available that save the development efforts and cost of company
- Easy to implement various services and features
April 30, 2022
Software that goes above and beyond.
- It has reduced the incident resolution time considerably.
- It facilitates in auditing and quality assurance as well.
- Assigning tasks to different personnel has become easier.
- Because this is a cloud service, the security, implementation framework and feature list is very mature and you don't have to develop these during implementation.
- The larger the implementation programme the better the licensing arrangements
- Free developer toolkit for proof of concepts or showcasing features
- Limited to annual subscription model
- Excellent return on investment by allowing us to do more with less.
- It has helped new associates quickly climb up the experience ladder and get versed with major issue types.
- Improved NPS and CSAT scores as a result of more effective communications.
- ROI: Has improved customer retention as data can be more efficiently stored and accessed.
- Integration: Excellent integration with our databases.
April 29, 2021
Useful but complex
- Improve your skills
- It is necessary in order to evaluate your process
April 28, 2021
Flexible, simple and future proof!
- We do not measure our support platform from an ROI perspective, we selected this from a requirements level and future growth. This is the only platform that allows us to build upon existing data and select from multiple applications to integrate later.
April 27, 2021
Horrendous Product, Consider All Other Options
- It has caused team infighting.
- It has created more problems than solved them.
- Salesforce has allowed us to build a pipeline of business and actively follow up on it.
- Salesforce has allowed us to easily manage support tickets and track resolution times.
- Salesforce a large annual expense since we are required to pay for the whole year upfront.
- ROI
- Sales growth
- Renewal management