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 …
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.
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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
YouTube
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
(365)Attribute Ratings
Reviews
(26-50 of 73)Companies can't remove reviews or game the system. Here's why
April 23, 2021
SalesForce Service Cloud, a capable product overall
- It allows us to serve our customers on a basic level.
- We are not able to use their survey due to their lack of reporting and the work-around of using a macro is also not working.
- We can communicate with our customers world-wide.
April 23, 2021
Great for Customer service needs
- Following numbers of interaction of clients.
- Easy reports.
- Easy sync with Microsoft office.
April 23, 2021
Service Cloud has great reporting and time tracking as well as serviceable ticketing workflow and collaboration
- As an administrator who provides support, Service Cloud has been extremely valuable for managing and prioritizing support requests against project work.
- Time tracking and reporting features saves valuable time and helps with capacity management.
- Some users avoid using the system because they are uncertain of which queue to submit their case to.
- It is a great tool, however I understand it can be pricey.
April 23, 2021
One of the best clouds for CRM with a great feature set
- It been a great investment because it allow us to be more efficient with our time when review customer information
- The search functionality is a little slow and can be frustrating for users
- Others within the organization can review customer note that colleagues have entered and allows everyone to get up to speed quickly
April 23, 2021
Great tool
- Reporting
- Efficiency
April 23, 2021
Best CRM Ever
- Advanced Customization
- Robust Analytics
- Scalable platform
April 22, 2021
Our service center relies on Service Cloud
- Staff are more efficient now.
April 21, 2021
Powerful CRM tool
- Its reporting feature helps us find data entry errors quickly for correction.
- The dashboard helps us monitor real-time data closely.
- The capacity to add custom data fields help us capture all data needs for our reporting purposes.
April 20, 2021
Salesforce Service Cloud for the win!
- Salesforce Service Cloud has a huge positive impact on our overall business because we rely on this platform to automate work while allowing us to grow as a company. We can do more with fewer people.
- Salesforce Service Cloud has a huge positive impact on our overall business when it comes to gaining visibility into our business processes. Previously, we were unable to track at which point the customers were getting their needs met, and now we are.
- Salesforce Service Cloud has a huge positive impact on our overall business because we can capture knowledge in the platform all in one place and associate them with our work. Previously, we wasted a lot of time and energy figuring out where to locate this business knowledge.
April 20, 2021
Support business transformation with SFDC
- Knowledge integration has cut down our onboarding of new associates from about 6 months to 6 weeks.
- Tracking and trace-ability of response time, and has improved our average response time on case responses from 24 hours to about 2 hours.
- Integration with phone system has decreased our average handle time by about 1 minute per call.
- Integration with field service has been excellent with everyone participating in the same platform.
April 20, 2021
SFDC Service Cloud Review
- Traceability of solutions that can be used from previous service tickets.
- Increased employee efficiency, employees have a company-wide system that can be used to track KPIs.
- Better customer service, faster time to repair.
April 20, 2021
Service Cloud for Customer Support
- Service Cloud will allow us to see which clients take advantage of Support the most. This is turn will help us make a decision if Support is something we should be charging for, or start charging for at a certain point.
- Service Cloud saves the team time through automated tier assignment and automated tracking of things like account, Success Manager, Case Reason
Score 2 out of 10
Vetted Review
Verified User
- Customers have been a bit frustrated by our lack of responsiveness.
- Knowledge base is terrible due to character limitations of the Article object.
- Customer loss due to our inability to provide proper service and support.
April 24, 2020
Salesforce: Avoid @ All Costs
- Negative ROI for the first 4 years of Salesforce Use.
- On-boarding and implementation caused a direct loss of business customers.
March 31, 2020
Salesforce Service Cloud Drives Customer Engagement
- Faster Customer Support
- Increased customer engagement when they interacted within our customer communities
- Better and faster customer solutions
March 10, 2020
Service Cloud for the win
- Increased efficiency within customer interactions
- More accurate data representation due to all information being stored within one platform
- Streamlined training/onboarding process
- Probably negative due to the cost of Salesforce. We haven't seen a return on the sales side yet to really justify the costs.
- On the positive side, it's nice to manage opportunities from cases and cases from opportunities.
- Our data has never been more organized and in better shape, though it's a constant battle!
March 03, 2020
Salesforce Service Cloud is easy and user-friendly
- It saves us time to fix it in the middle.
- Of the process than to wait until the end. We’re able to catch it quickly and make any changes.
February 28, 2020
Salesforce helps track interactions with clients.
- Great for pushing further sales when you realise a client could make use of additional software offerings.
- Having external source for storing client info (phone numbers).
- Keeping track of monthly sales gives our team a great glimpse to see how we are progressing each month.
February 28, 2020
My Salesforce Service Cloud nightmare
Score 1 out of 10
Vetted Review
Verified User
- It is an expense that was not worth it.
February 28, 2020
There’s a reason Salesforce is the industry standard.
- I was an account executive, so I don’t have solid numbers. But our ROI definitely would’ve been lower if the sales team didn’t have Salesforce.
December 04, 2019
Salesforce offering for service industry
- We have been able to automate many daily and tedious tasks. It helps free up time for our customer support team.
- Automated ticket allocation helps reduce lots of overhead.
- Improved Customer Relationships
- Improved Ease of Use
- Improved Business Relationships
March 28, 2019
Salesforce Service Cloud: #1 Customer Service App -
- Sales productivity increases rapidly, leading to more customer base, more opportunities, and more leads conversion.
- Leads to an increase in revenue for an organization along with Win Rates.
- Happy customers and vendors as most complex business use cases are handled seamlessly by the application.