Salesforce Service Cloud

Salesforce Service Cloud

Top Rated
About TrustRadius Scoring
Score 8.3 out of 100
Top Rated
Salesforce Service Cloud


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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Popular Features

View all 13 features

Organize and prioritize service tickets (55)


Email support (56)


Ticket creation and submission (56)


Ticket response (55)


Reviewer Pros & Cons

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Video Reviews

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View all pricing

Entry-level set up fee?

  • No setup fee
For the latest information on pricing, visit…


  • 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


Self Help Community


Multi-Channel Help


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


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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.


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Score 9 out of 10
Vetted Review
Verified User
Review Source
I found it very usable. I like the email to case functionality as well as the fact that you can leverage Einstein feature to get information at a higher level for all the tickets and then to be able to categorize them and devise automated answers using Einstein. Overall, very robust functionality
Score 10 out of 10
Vetted Review
Verified User
Review Source
It's so flexible you can make it adapt just as your business pivots and evolves. I can't think of an industry it wouldn't work in to be honest. It might not be the best tool for your specific need but it's the most versatile I've ever used in 20 years.
Score 9 out of 10
Vetted Review
Verified User
Review Source
Managing multiple records at once is easy to do with Service Cloud. Getting a whole view of a record and all its related records in the same view is something that makes Salesforce Service Cloud usable for the busiest of worker. It has a lot of built in keyboard shortcuts which can be customized to make the work even faster while keeping your hand off the mouse. The only reason I do not give it a ten rating is that these keyboard shortcuts are known to sometimes clash with your built in browser keyboard shortcuts.
Score 10 out of 10
Vetted Review
Verified User
Review Source
I love that the Salesforce Service cloud provides all of the functionality that I need when implementing business processes for our customer support representatives. It even has enough functions and features that allow us to customize and expand upon our current processes, giving us the ability to go above and beyond what we've thought we could ever do. Using cases coupled with Salesforce's automation tools help ease the workload and keeps our data integrity intact.
Hans Hong | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
Lighting interface is starting to get really good, but can be slow even on modern browsers and computers. However, it works really well having the same setup and layouts as mobile apps. They are doing work to modernize and bring all features to make them available in lightning.
Score 8 out of 10
Vetted Review
Verified User
Review Source
I would say Service Cloud was great in terms of ease of use. The fields and objects are very clear and explains what the meaning of the fields are for. As a the implementer of Service Cloud to my company, I had to ensure all users would be able to use the platform right off the bat and there wasn't much customizations needed.
Score 7 out of 10
Vetted Review
Verified User
Review Source
I had Salesforce experience prior to using Service Cloud which made it a little easier to learn and navigate, but overall my team (some who had no Salesforce experience) caught on very quickly and found Service Cloud to be easy to use.
Jeff Grosse | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
Salesforce has evolved the Service Cloud solution from a rather basic tool for case management to a highly customizable, functional tool that scales from small to huge businesses. From working at a desktop to working a laptop in a hotel or even handling customer cases on a mobile device, Salesforce is not only available everywhere, but easy to use everywhere. Add in newer technologies like live video and screen sharing on mobile devices and you've got a great solution for support. The other addition to that which is vitally important is a great Knowledge Base. This helps reps solve issues faster in the future and leads to better customer satisfaction.