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)

8.0
80%

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

(1-25 of 62)
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Mohammad Rashid Raza | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
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.
September 20, 2021

At Your Service Cloud

Score 8 out of 10
Vetted Review
Verified User
Review Source
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 tapped into the Live Agent mobile features. Our customers primarily connect to our Users via mobile, so Service Cloud has allowed us to maintain high integrity when assisting customers.
Score 9 out of 10
Vetted Review
Verified User
Review Source
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
Review Source
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
Review Source
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
Review Source
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
Review Source
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
Review Source
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
Review Source
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
Review Source
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
Review Source
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
Review Source
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
Review Source
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
Review Source
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
Review Source
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.
April 23, 2021

Best CRM Ever

Suresh K.S Kumar | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
CRM has never been easy before. I see the era as before and after Salesforce. Especially with cloud, one certainly doesn't need to worry about hosting your data in a safer place. It is taken care by [Salesforce Service Cloud]. The problem it definitely fixed is integration with other contact center platforms. Ease of using APIs. The code behind can effortlessly bring the data for further manipulation.
Score 9 out of 10
Vetted Review
Verified User
Review Source
We are currently using Salesforce Service Cloud only in our service center. They handle calls and emails that come into our corporation. The users are able to easily navigate to the case records, contact records and activities that the interaction entails all while keeping all these records open on the same screen.
April 21, 2021

Powerful CRM tool

Score 9 out of 10
Vetted Review
Verified User
Review Source
We use Salesforce Service Cloud for our Information and Referral services. It allows our I&R specialists to serve our customers via phone, live-chat, text messaging, email, and facebook messenger. In the service cloud, we can create a case for each caller, add referrals we make, and add follow up reminders as needed.
Score 10 out of 10
Vetted Review
Verified User
Review Source
Salesforce Service Cloud is used by several of our departments internally for managing customer service and inside sales. We use this platform to manage support requests and inquiries for our Buyers and Suppliers, track activities, manage knowledge, and automate business processes through Cases.
Hans Hong | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
We use Salesforce throughout the business as a CRM, sales lead funnel management. The users who use service cloud manage customer support, cases, and use it for knowledge management. It also integrates with our ERP (Oracle) and our phone system (inContact) for intelligent routing and screen pops.
Score 8 out of 10
Vetted Review
Verified User
Review Source
Salesforce Service Cloud is currently being implemented for the entire organization, it will primarily be used for the service team. It addresses any cases from customer complaints, any calibrations or overdue PMs needed for equipment and devices.
Score 7 out of 10
Vetted Review
Verified User
Review Source
Our Support team recently made the switch the Salesforce Service Cloud. We manage Support cases out of the system that can be submitted by our customers through a case form on our Knowledge Base, email, live chat or can be created after receiving an inbound call. Prior to using Service Cloud, we had a lack of insightful Support reporting and little visibility for other departments to know which clients were reaching out the most and what topics they were reaching out about. Since most departments were already using Salesforce, it made sense to choose Service Cloud.