Salesforce Service Cloud

Salesforce Service Cloud

Top Rated
About TrustRadius Scoring
Score 8.3 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 …
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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 …
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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 …
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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

Organize and prioritize service tickets (55)

8.3
83%

Email support (56)

8.0
80%

Ticket creation and submission (56)

8.0
80%

Ticket response (55)

7.9
79%

Reviewer Pros & Cons

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Video Reviews

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Pricing

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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

7.0
70%

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

Salesforce Service Cloud OverviewSalesforce Service Cloud - Customer CommunitiesSalesforce Service Cloud - Agent ConsoleSalesforce Service Cloud - Live AgentSalesforce Service Cloud - Wave AnalyticsSalesforce 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

Watch Welss Fargo 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

Comparisons

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Frequently Asked Questions

How much does Salesforce Service Cloud cost?

Salesforce Service Cloud starts at $65.

What is Salesforce Service Cloud's best feature?

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

Who uses Salesforce Service Cloud?

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

Reviews

(1-7 of 7)
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Score 9 out of 10
Vetted Review
Verified User
Review Source
The performance of Salesforce Service Cloud is excellent. The most complex reports that are lengthy are loaded in chunks as to get to your results faster. Each lengthy page loads a bit at a time. It is noticed that when you scroll down you may see a brief loading circle before the next chunk of data will load, on reports or any records. This provides the most recent or more important, provided you set up your page with the most important at the top to load extremely quickly. Although we use a few integrations, it does not seem to slow anything down in Service Cloud. Most of Salesforce now is relying on the browser to cache the pages, so it gives a more seamless experience. Occasionally, loading a new record type, or starting up after a reboot can take an extra moment, so this is why I cannot give it a ten rating.
Score 10 out of 10
Vetted Review
Verified User
Review Source
The Salesforce Service Cloud generally has very good performance, however the overall new Lightning user experience can bring that down. For example, if you have too many tabs open, then it can take a while for the Lightning UI to load. This UI is probably not well equipped to handle loading of all of that information at once, but Users tend to leave their tabs open all day long. It can also be fickle depending on which browser you use, what extensions you have installed, and whether you've cleared your cache. This can be the downfall with any software as a service though, not just Salesforce.
Hans Hong | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
There are issues with page load performance and database performance for sure, but we are a very complex setup with a lot of automation and processing for 2000+ users so this is not surprising. We are also global, so the issue with distance from the regional servers is a problem.
Score 8 out of 10
Vetted Review
Verified User
Review Source
I give this score because for the most part, the platform did run relatively fast especially for saving Cases and inputting information into SFDC. Naturally if we're running reports where there's lots of information being stored, the reports would take longer but I do believe it's a reasonable run time.
Score 7 out of 10
Vetted Review
Verified User
Review Source
Load times can be slow, but this is also based on how much customization you have done. We added a lot of custom fields which could cause additional slowness in loading. This was never anything that affected our overall efficiency. I did not notice that Service Cloud slowed down any of the systems we had it integrated with.