Use Cases of Salesforce Service Cloud 2025

Name: Salesforce Service Cloud in 100 Seconds
Uploaded: 2023-09-27T14:18:35.000Z
Duration: 1 min 50 s
Description: Salesforce Service Cloud in 100 Seconds

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.

Learn from top reviewers

Best platform for servicing customers with various channels

Rating: 9 out of 10

May 9, 2025

Vetted ReviewVerified User

We are using Salesforce Service Cloud for email to case setup, web to case, knowledge management, reports and dashboards, Entitle management, omni channel support, Live agent,...

Punnareddy Pallerla

Consultant - Information Technology

Sr Software Engineer

sabre

10 years of experience

Verified on LinkedIn

Good choice for native Salesforce companies

Rating: 7 out of 10

September 4, 2024

IncentivizedVetted ReviewVerified User

We use Salesforce Service Cloud for our ticketing system. When customers have issues they can report those issues via email or via a landing page where they can fill out basic...

Erin Gracyalny

Employee - Customer Service

Customer Success Manager

Propel Software Solutions

5 years of experience

Verified on LinkedIn

Salesforce Service Cloud - a delightful service app for anyone who looks for growth in customer relationships.

Rating: 9 out of 10

August 28, 2024

IncentivizedVetted ReviewVerified User

I was on the middleware team at builder.ai, where data used to flow from the front end to middleware and then to the cloud—Salesforce, Xoho, and Netsuite. It was an app-buildi...

Alfiya Mukadam

Engineer - Information Technology

Software Engineer

Builder.ai

1 year of experience

Verified on LinkedIn

Great Product for the Price!

Rating: 10 out of 10

August 27, 2024

IncentivizedVetted ReviewVerified User

It is our CRM. We use it to manage our clients, projects, and opportunities. We also use it to manage campaigns for our dinners/events.

Dee Moore

Administrative Assistant - Professional Services

Executive Assistant

MorrisAnderson & Associates, Ltd.

5 years of experience

Service cloud.

Rating: 8 out of 10

August 27, 2024

IncentivizedVetted ReviewVerified User

Service is used for our service team. Customers who have bought houses may have issues they must raise once they have moved in. By using Service Cloud, we can utilize cases to...

Jennifer Ely

Manager - Information Technology

Salesforce Delivery Manager

Homes by Strata

3 years of experience

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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

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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

8.8

Avg 8.2

9.2
Organize and prioritize service tickets
(76) Ratings
Prioritize tickets to ensure most urgent are tackled first
8.4
Expert directory
(54) Ratings
Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts
8.9
Subscription-based notifications
(64) Ratings
Users subscribe to notifications for ticket updates
8.2
ITSM collaboration and documentation
(61) Ratings
Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.
9.1
Ticket creation and submission
(76) Ratings
Users and agents can easily enter new support requests.
9
Ticket response
(75) Ratings
Agents can easily follow up with customers.

Self Help Community

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

8.8

Avg 8.0

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 8.0

8.4
Customer portal
(55) Ratings
Customer portal allows customers to submit tickets themselves and/or access self help resources.
8.7
IVR
(35) Ratings
Includes an interactive voice response system for routing callers to the correct agent or information.
8.7
Social integration
(48) Ratings
Agents can communicate with customers via social networks like Facebook and Twitter; may also include brand activity monitoring/reporting capabilities.
9.2
Email support
(77) Ratings
Integrates with email so that agents can send and receive information related to support tickets via email; email communications are attached to support tickets.
9
Help Desk CRM integration
(67) Ratings
Integrates with CRM so that tickets and support communications are coordinated with customers' records.

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Product Details

About
Integrations
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

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 Orchestration

Salesforce Service Cloud Video

Salesforce Service Cloud in 100 Seconds

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 Channel Automation, Freshdesk, and Helpdesk Pilot are common alternatives for Salesforce Service Cloud.

Reviewers rate Organize and prioritize service tickets and Email support highest, with a score of 9.2.

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 From Top Reviewers

View all reviews

(1-5 of 84)

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Best platform for servicing customers with various channels

Rating: 9 out of 10

May 09, 2025

PP

Punnareddy Pallerla

Sr Software Engineer

sabre (Airlines/Aviation, 5001-10,000 employees)

Vetted Review

Verified User

10 years of experience

Verified on LinkedIn

Use Cases and Deployment Scope

We are using Salesforce Service Cloud for email to case setup, web to case, knowledge management, reports and dashboards, Entitle management, omni channel support, Live agent, lightning record pages for single view , Queues , Skill based routing and proving the services for the products we sold under sales cloud in Airline industry

Good choice for native Salesforce companies

Rating: 7 out of 10

Incentivized

September 04, 2024

EG

Erin Gracyalny

Customer Success Manager

Propel Software Solutions (Information Technology & Services, 51-200 employees)

Vetted Review

Verified User

5 years of experience

Verified on LinkedIn

Use Cases and Deployment Scope

We use Salesforce Service Cloud for our ticketing system. When customers have issues they can report those issues via email or via a landing page where they can fill out basic ticketing information to submit a ticket. We also host our knowledge center on Salesforce Service Cloud and allow some customers to access all of their open and historical tickets from Salesforce Service Cloud.

Salesforce Service Cloud - a delightful service app for anyone who looks for growth in customer relationships.

Rating: 9 out of 10

Incentivized

August 28, 2024

AM

Alfiya Mukadam

Software Engineer

Builder.ai (Computer Networking, 1001-5000 employees)

Vetted Review

Verified User

1 year of experience

Verified on LinkedIn

Use Cases and Deployment Scope

I was on the middleware team at builder.ai, where data used to flow from the front end to middleware and then to the cloud—Salesforce, Xoho, and Netsuite. It was an app-building platform where customers used to come and design their own tailor-made apps. But many customers do not have technical expertise, so we have to collect their requirements and have a handy solution so they do not lose customers. To address this use case, Salesforce Service Cloud came into the picture for us.

Service cloud.

Rating: 8 out of 10

Incentivized

August 27, 2024

JE

Jennifer Ely

Salesforce Delivery Manager

Homes by Strata (Construction, 201-500 employees)

Vetted Review

Verified User

3 years of experience

View profile

Use Cases and Deployment Scope

Service is used for our service team. Customers who have bought houses may have issues they must raise once they have moved in. By using Service Cloud, we can utilize cases to service these customers. Cases can be raised and reside with the purchased property. We have an overview of everything the customer has raised in one place.