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.
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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
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Salesforce Service Cloud Voice Demo | Salesforce
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Features
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Product Details
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- 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
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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).
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Reviews and Ratings
(367)Attribute Ratings
Reviews
(1-25 of 74)Companies can't remove reviews or game the system. Here's why
We have implemented Salesforce Service Cloud for several clients. Salesforce Service Cloud is used to by support teams. It provides out of the box features related to Managing Cases, knowledge base of articles. It provides out of the box functionality for managing case assignment and case escalation. In addition by using standard Salesforce platform features like Flows, Apex and LWC, it is possible to automate the functionality based on business needs. The standard platform also includes out of the box reporting and dashboard features. Using Salesforce Service Cloud medium to large Support organization can increase productivity, as they can get all the customer details (like products purchased, prior cases) as they respond to support tickets. In addition the support agent have access to appropriate knowledge articles related to the Case.
March 08, 2024
Enhanced Customer Service Platform
Service Cloud is being used by our support teams to manage cases. It has greatly enhanced our ability to increase visibility across the organization and organize and report on our data. The analytics that are now available have greatly elevated our ability to manage our clients and our internal staff.
We used Service Cloud to document and manage customer issues raised by the various teams (HR, Payroll, Benefits, Tax, Legal) that interact with all levels of our clients (C-Level, managers, employees, vendors). The ability for all of our teams to capture the issues of an individual client within the same ecosystem and making that information accessible immediately for on-site and headquarter employees from laptops or cell phones greatly streamlined and enhanced our customer intelligence. We were able to present a unified voice to our client so that regardless of who from our company spoke to whomever at the client, we always knew the issues top of mind for that client.
February 29, 2024
Salesforce Service Cloud is a sturdy platform and built for enterprise level clients
Salesforce Service Cloud serves as our support ticketing system. When a customer writes into one of our support email addresses, that email automatically comes into Salesforce Service Cloud as a Case to be handled by our team. We track the quantity of cases and types of cases over specific periods. It allows us to make business decisions such as hiring more headcount or where customer concerns are.
February 29, 2024
Great for the organized and the forgetful!
We use Salesforce on our team to manage our highly confidential customer database. We store their contact information, notes from interactions and conversations, and details about the client and their needs or requirements. This platform allows us to keep all the data in one place, available on the cloud to be accessed from outside the workplace on the go. The reminder/task system is really helpful for working as busy individuals and as a team.
February 27, 2024
Great Product for Small Businesses
Salesforce Service Cloud is a great tool to use within our organization as it has a very easy-to-use interface, can easily track our tasks and add notes and details if needed, as well as vast integration with other third-party apps. This makes it very easy to update a client record within the system and be able to view it in different formats whether through a desktop, mobile, tablet, etc.
February 27, 2024
Salesforce Service Cloud is an Awesome Product
Salesforce Service Cloud created a one-stop shop for all emails, chats, and phone calls. We can Omni Route all channels to our agents at the priority level we need. Great for productivity for our agents.
We use Salesforce Service Cloud for both internal employees and for external partners. It works out great for both because it's so flexible and can change based on the demands of our business. Our internal teams use it both from a customer service level (working cases, emails, tasks, etc.) and our project team uses it to track work in the system and support our agile methodology.
Salesforce service cloud fulfills almost every aspect service functionality and as a platform we can customize the solution to the need, be it case management, knowledge management, Incident management, customer entitlements and milestones. it is an awesome piece of software for all customer service needs of the organization. it helps us to integrate service functionality with other clouds as well, also helps us to create several customer touch points of service.
February 20, 2024
Salesforce is Customizable and Useful but Has Flaws
We use it primarily for our insurance brokerage team to manage their pipeline for new business and renewal applications, to manage their emails/interactions with our clients, and to change the statuses of the applications. Additionally, we also use it as a data storage for additional documentation and compliance related items
February 20, 2024
Salesforce Service Cloud's integrated data makes up for clunkiness and lackluster features
We use Salesforce Service Cloud to manage customer support cases, implementation projects, and manage several customer communities for different brands. We need tools to manage replies with customers, SLAs, and an integrated knowledge base for solving cases. Our goal is to reduce case volume, so built-in case deflection, e.g., article suggestions, is important.
February 20, 2024
Salesforce Service Cloud has really helped!
We use Salesforce Service Cloud as our CRM platform. We create person accounts, cases, and orders. In addition, we also use Knowledge to attach technical information for our reps. Having this one pane of glass makes it simple for our reps to get a view of the latest happenings for our customers. This in turn gives them the ability to efficiently address customer concerns.
February 20, 2024
Salesforce Service Cloud is a helpful tool for customer service
We use Salesforce Service Cloud in a few ways. It's mostly used as an email ticketing and case management system. Our customer support teams can access the different cases and respond timely. We also have it integrated with our phone system so the teams can get access to the records and respond.
May 08, 2023
Salesforce Service Cloud overview
Score 9 out of 10
Vetted Review
Verified User
Using Salesforce service cloud internally to create support tickets. It offers a complete 360 degree ticket management system with ticket generation, routing workflow, escalations, time and communication logs, knowledge repository, and resolution.
It can digitize and automate service/ post sales management for a business by automating ticket creation, routing workflows, service/ work order generation, communication and collaboration, resolution, and customer feedback survey.
It can digitize and automate service/ post sales management for a business by automating ticket creation, routing workflows, service/ work order generation, communication and collaboration, resolution, and customer feedback survey.
June 24, 2022
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 for all customer communication.
May 16, 2022
A perfect solution for customer support
Score 10 out of 10
Vetted Review
Verified User
We are using the Salesforce service cloud for a chatbot or instant messaging service on our portal, and also we are creating customer service requests or tickets to answer their queries and issues. We have implemented web2form to automate the process of ticket creation, as soon a user fills and submits the form, a ticket gets created in the service cloud and assigns it to the respective group for further action.
April 30, 2022
Software that goes above and beyond.
We use Salesforce for ticketing purposes and for change requests. At present, the entire organization uses it for communication and information on service desk calls. The scope is mainly in Incident and Problem Management in the ITIL lifecycle. It is also used for auditing purposes and quality assurance by the senior management.
Salesforce Service Cloud is being used in conjunction with Salesforce Community to deliver the management and verification processes of a known user group for one of our central government clients. We have integrated Salesforce with other third party systems with ease and developed a robust end to end process workflow for our clients verification process. All contact history is captured against each account as well as processing case notes and automatically generated, outbound are emails. Self service for our client is delivered using the standard authentication features of Salesforce Community which then links directly to Salesforce Service Cloud and any changes to our clients data is instantly captured and processed accordingly.
It's used across multiple support and onboarding teams to support our customers. We use it to answer customer-related incidents and work requests. It's also used to updated and manage customer information based on work requests.
Salesforce Service Cloud allows our company to work effectively and efficiently across the globe and in different time zones from joint inboxes. It allows our teams to have full visibility overall internal and external communications. It enables our managers to obtain a full picture of team workload and performance using the dashboard and report building features. Salesforce makes it easy for every department to collaborate and to share and store information essential to daily operations.
April 29, 2021
Useful but complex
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 basically a CRM, advanced technology for managing the company relationship and interactions: this means that it improves business relationship[s] in order to grow your business (and your skills).
April 28, 2021
Flexible, simple and future proof!
We use this across our entire enterprise. This supports all customer web support, direct customer support, internal support, and tracking of all support.
April 27, 2021
Horrendous Product, Consider All Other Options
Service Cloud is being attempted to be used as a customer facing support tool. It does not solve any problems and in fact creates more as it is not a proper tool to be used for customer facing support inquiries. This is being used by a few teams within my company and others are trying to expand its usage.
Our company utilizes Salesforce Service Cloud to manage our sales pipeline, current customer data, as well as customer support issues. Our sales team uses Salesforce to build and manage a pipeline of new business. They also utilize Salesforce to manage existing customers and ensure their needs are being met. Our support department utilizes Salesforce to manage support issues. Since both sales and support data is in the same place it is easy to see each departments' actions and if the other is actively working with a client.
Salesforce Service Cloud is used all across the whole organization, from sales to customer service. Salesforce address all the daily needs that we face as a global organization. So, we can efficiently work without spending too much time on administrative/back-end tasks. That's how you can keep a more client-oriented mindset all across the company.