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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

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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

(1-19 of 19)
Companies can't remove reviews or game the system. Here's why
March 18, 2024

Increase productivity of Support team with Salesforce Service Cloud

Naveen Gabrani | TrustRadius Reviewer
Naveen Gabrani
Founder/CEO
Astrea IT Services Pvt Ltd (Computer Software, 51-200 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Reliability and Availability
10
Salesforce Service Cloud is available on the browser. It can be accessed from anywhere. It is quite reliable and downtimes are planned and informed well in advance by Salesforce. Application errors or unplanned outages are very rare. When they do happen, they are resolved promptly. The downtime are published on the website https://trust.Salesforce.com
February 20, 2024

Salesforce Service Cloud delivers flexible features for an Agile team

Verified User
Administrator in Information Technology
Hospital & Health Care Company, 5001-10,000 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Reliability and Availability
10
We have never had an instance where the system has gone down completely, the only time it would ever be unavailable is during a window of just several minutes (outside of business hours) while Salesforce Service Cloud does its yearly maintenance releases. If there are unplanned outages, it's only related to one feature in the system, and they are very transparent with what the problem is and when they plan to solve it. One of the biggest values that Salesforce promotes is "Trust" and they have consistently backed that up.
February 20, 2024

All your customer service needs sorted in one go with Salesforce Service Cloud

Verified User
Consultant in Information Technology
Information Technology & Services Company, 10,001+ employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Reliability and Availability
10
we see the outages very rarely, that too notified way advance in the form of emails, notifications on login to the portal etc. those maintenance windows are very brief for shorter periods of less then 10 mis that too happens only on non-peak hours and days. unplanned maintenances are seen very rare and those also brief.
February 20, 2024

Salesforce is Customizable and Useful but Has Flaws

Verified User
Manager in Corporate
Insurance Company, 11-50 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Reliability and Availability
5
They aren't super available and depending on the package, they can take quite a long time to respond. We experimented with their premium package which involved super fast Salesforce support but once that trial period ended the Support turned out to be quite slow
May 17, 2021

A power user who is still in love with Salesforce Service Cloud

Verified User
Program Manager in Corporate
Financial Services Company, 1001-5000 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Reliability and Availability
9
We have an internal team that manages service cloud salesforce as such I have not encountered any unplanned outages. while there have been changes but they are usually well-known in advance so you can plan work accordingly. I have not encountered any unexpected application errors so far. I will rank it solidly as far as stability and availability are concerned.
April 22, 2021

Our service center relies on Service Cloud

Verified User
Professional in Information Technology
Computer Software Company, 201-500 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Reliability and Availability
10
Salesforce is known to do maintenance on their systems every so often, but they give a large heads up when they take the system to read-only. In my experience it has been done for a few hours every three to four years. This is of course planned maintenance. Unplanned outages are rare, can happen, but that is why the educate their customers to keep a third party backup of the data and metadata in case something goes wrong where that might be affected.
April 20, 2021

Salesforce Service Cloud for the win!

Verified User
Administrator in Information Technology
Computer Software Company, 201-500 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Reliability and Availability
10
Salesforce has a more than 99% uptime rate and Salesforce Service Cloud is no exception. I have never had any issues experiencing outages or service degradation when it comes to using the Service Cloud product (that I can remember). Always reliable and easy to use, I would recommend this product as your go-to for helpdesk, service desk, incident management, call center, and other business process needs.
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