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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

Useful but complex

7 out of 10
April 29, 2021
Incentivized
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
  • Email support (62)
    9.3
    93%
  • Ticket creation and submission (61)
    8.9
    89%
  • Organize and prioritize service tickets (61)
    8.6
    86%
  • Ticket response (60)
    8.4
    84%

Reviewer Pros & Cons

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Pricing

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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

8.5
Avg 8.0

Self Help Community

Features that allow customers to self-service for support issues.

8.8
Avg 7.9

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.

8.8
Avg 7.9
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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 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

(371)

Attribute Ratings

Reviews

(1-25 of 69)
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Score 10 out of 10
Vetted Review
Verified User
Incentivized
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.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
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.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
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
Score 7 out of 10
Vetted Review
Verified User
Incentivized
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.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
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.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
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.
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.
Mohammad Rashid Raza | TrustRadius Reviewer
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.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
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.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
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.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
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.
Helen Kinnear | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
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

Score 7 out of 10
Vetted Review
Verified User
Incentivized
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).
Peter Vadelnieks | TrustRadius Reviewer
Score 1 out of 10
Vetted Review
Verified User
Incentivized
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.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
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.
Clara Mediavilla Rizzo | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
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.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
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.
Score 3 out of 10
Vetted Review
Verified User
Incentivized
We are using it only for customer service support. However, we do not use the CRM (Customer Relations Management) portion. This means we use it for phone, email and chat and it assists us in multiple countries. It is our main line for customer support.
Natalia Shlykova | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
We use Salesforce Service Cloud as a database of our students in an online school. We also use it to record each contact with them. It is comfortable to keep and share all information and updates with other departments of our company from all over the world because it used by people from managers to student advisers.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Salesforce Service Cloud is used across all departments within the technology business of our organization. It is used as a ticketing system to assign support tasks to the right groups and individuals. Time spent is tracked and reported on. Support specialists can manage and prioritize their queue and keep track of support cases that can be open for lengthy periods of time.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
At present, Salesforce is used by virtually all teams within our company. To begin with, we originally rolled this out within our client-facing teams as a general CRM, however over the last two years, our usage has expanded to most departments within the company. This has allowed better inter-departmental communication and cohesion.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Salesforce [Service Cloud] is great for managing customer interactions ranging in issues from customer service to complex needs. The fields are very customizable that you can tailor to your specific business needs. A nice feature is that you can access the service cloud directly from your email inbox. This also creates a log so that all communication with customers can be kept as a record. This can be used by others within the company to review any correspondence prior to engaging with the customer.
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