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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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)


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.


(1-25 of 62)
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Score 10 out of 10
Vetted Review
Verified User
Review Source
  • Salesforce Service Cloud is a very versatile platform that has many out-of-the-box features that allow you to communicate with customers through email, web forms, chat, and social media.
  • The ability to customize the platform is extremely helpful to aligning the business practices with the service needs. Learning to customize objects is simple and intuitive due to the ability to perform much customization through menus instead of code.
  • Salesforce has a robust community and catalog of instructional material that makes it simple and easy to find solutions to new customizations.
  • Salesforce needs to offer better email functionality from writhin the system. Not all customers choose to integrate their Gmail or Outlook accounts to work from those native email platforms, but in stead will email directly from within Salesforce and the functionality could be improved for a better user experience.
  • When new emails are received in Salesforce the tabs open for those Cases should notify the user that there is a new email.
  • Merging duplicate Cases is not a native feature and food apps to do this add expense. Salesforce should build this functionality into its product directly.
Mohammad Rashid Raza | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • Web2Form helps us and save our effort to create form and submit it. Using simple web2case we are submitting the form to service cloud and generating a service request for user.
  • Chatbot and instant messaging service
  • Identifying error on the system for triggering the query or ticket creation is complex
  • Easy navigation can be possible
Score 9 out of 10
Vetted Review
Verified User
Review Source
  • Super fast set-up of the service from design through to production.
  • Robust method of release management from sandbox, to test, to production.
  • User access controls can be fine grain, which is great for GDPR requirements, limiting access to only necessary data.
  • Simple api integrations with other third party systems
  • Broad range of features and functionality
  • Einstein search features provides faster information mining for our agents as they help to resolve customer requests.
  • You need to fully understand the data model to make implementation simpler.
  • Reporting can be challenging if you are after status at historical points in time.
  • Some features can be cost prohibited
Helen Kinnear | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
  • Accessibility: Our teams are able to work in all time zones all over the world as long as they have an internet connection. It has allowed us to expand globally.
  • Collaboration: It enables our teams in all departments/regions to access the same information/data and work from shared inboxes/cases.
  • Navigation: Salesforce is very user-friendly, easy to navigate and train new starters on. It allows us to be process-driven and efficient.
  • Set-Up: Building and set up can be time-consuming. Report building can also be complicated.
  • Omnichannel: Omnichannel feature can be glitchy, users often find assigned work disappears from inboxes if the user loses internet connection or opens a new tab.
April 29, 2021

Useful but complex

Score 7 out of 10
Vetted Review
Verified User
Review Source
  • It helps you focus on your organization’s relationships with individual people — in my case colleagues
  • It provides support and additional services throughout the [colleague's] relationship.
  • It improves communication and support
  • Not so easy to manage
  • [The] interface seems a little bit complex (unnecessarily)
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • Salesforce manages customer data well. It is easy to add/update customers.
  • Salesforce manages support cases well. It is easy to create history of tickets and see what is happening as well as report on this information.
  • Salesforce makes reporting very easy. You can create reports for just about anything and can present the results in an easily digestible manner.
  • Salesforce is highly customizable. Need a field or value to track, no problem to add it where you want it and access it when you need it.
  • Salesforce makes reporting very easy. See the current and prospective pipeline in just a few clicks.
  • Billing is a challenge with Salesforce, it is not clear and not easy to access.
  • The contract for Salesforce Service Cloud is always difficult and requires negotiation each year.
  • The tiers of product are to large, if you want one feature from the next option up there is no way to get just that feature, you have to purchase the entire next option just for one feature.
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • Service Cloud is easy to use whether you're inputing data or trying to access it.
  • By having a simple interface and creating dashboards, reports and views customized to an individual user's needs, we were able to achieve nearly 100% adoption rate.
  • The highest praise I can give about this product is that our employees barely "felt" its existence in that it never got in the way of reaching the information or providing the information they needed. It never felt cumbersome or like it was getting in the way of doing their job.
  • Reporting could be a bit more flexible. For some data we need to export to Excel and run formulas.
  • Needs better phone system (Shoretel) integration. The app exchange app from Shoretel is very buggy and not well supported. It would be nice to have a Salesforce-owned solution with proper support.
  • Out of the box customer surveying would be great for insight into our service levels. We use an app to generate surveys but its costly and this could be a standard feature in Service Cloud.
Score 3 out of 10
Vetted Review
Verified User
Review Source
  • We can use it to support our customers worldwide.
  • It collects the data in reports so we can analyze overall customer support.
  • It maintains the customer records so we can review the history.
  • Customer service is extremely poor in that the departments won't communicate. Rather, the customer is expected to keep the ball rolling.
  • We tried to utilize their surveys but they don't supply the report. So customers can complete a survey but we can only review by line item. Customer service confirmed this.
  • We may use a feature one day and it is gone the next. For example, we cannot use Macros now and they cannot commit to when the issue will be remedied.
Score 7 out of 10
Vetted Review
Verified User
Review Source
  • Customizable templates for specific support flows.
  • Time track reporting and other reports.
  • Easy queue management.
  • End users find opening a ticket cumbersome.
  • Too many communication options sometimes makes communication unwieldy.
  • There should be an option to pause time during a Waiting (Internal) state.
Score 9 out of 10
Vetted Review
Verified User
Review Source
  • User friendly interface for employees to use.
  • There are so many add-ons you can utilise depending on what suits your business needs.
  • Great reporting functions which can be used by non-tech people!
  • Generally very customisable.
  • Can be quite slow if you have more than one tab open.
  • Occasionally there are glitches in the reporting.
  • Although the increased functionality is great, this can initially be overwhelming for users.
Score 9 out of 10
Vetted Review
Verified User
Review Source
  • Very integrated service cloud community which enables users to help eachother
  • There is a mobile application that allows you to manage customers from any device
  • Live agents are available to chat is you need support
  • Licenses can be expensive
  • Steep learning curve that requires training to understand all the features
  • Data entry can be time consuming due to all the feature sets
April 21, 2021

Powerful CRM tool

Score 9 out of 10
Vetted Review
Verified User
Review Source
  • It integrates nicely with our CTI solution (new voice media).
  • The inbound phone number or email address lookup automatically provides the existing contact.
  • The huge capacity to add custom data fields to capture all the data collection needs we have.
  • Very limited options when it comes to pre-built data fields. Can't update data labels in order to make it fit our scenario.
  • Report/Dashboard preview data during editing is not reflecting real data until you have to save and run it.
  • Dashboard does not have enough chart type options.
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • Salesforce Service Cloud is a highly customizable CRM that can keep track of your support activities and give high visibility to these activities.
  • Salesforce Service Cloud easily allows for automating business processes and solutions which gained us hours of efficiency.
  • Salesforce Service Cloud is top notch when it comes to agile development where we need quick and easy enhancements and deploying new functionalities in a timely manner.
  • Salesforce Service Cloud can improve when it comes to integrating with other systems. For example, we use JIRA a lot with our agile development and although there is a standard app exchange package you can use, the out of the box integration is minimal. More robust features and integrations of this type would be beneficial.
  • Salesforce Service Cloud lacks a lot of knowledge capabilities with the new Lightning interface. I wish it had the knowledge types it used to have since it helps controls user permissions and access more easily.
Hans Hong | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
  • Case management and tracking customer interactions.
  • Integrations with other data sources to provide a 360 degree customer view when they contact us.
  • Knowledge management integration into cases is especially useful to make our users more consistent with shared knowledge.
  • Case management and interface is a bit outdated. We do need a lot of information presented but it does not do a good job allowing us to highlight the important things, but still leaving detail available.
  • Performance can fluctuate in a shared environment.
  • Omni channel functionality is buggy and is unreliable. Sometimes cases get stalled in assignment even if agents are available.
  • Lightning experience, though modern, can be slow performing in the browser
Score 8 out of 10
Vetted Review
Verified User
Review Source
  • Salesforce Service Cloud has cases that you can use to separate and organize any issues that your customers have, which is good because of traceability.
  • The reports and dashboards made from Salesforce Service Cloud are useful because we can use them to track how our workers are performing in service and metrics.
  • There is no proper work order.
  • There is also no feature where you can schedule any "service" time with internal workers and customers.
Score 7 out of 10
Vetted Review
Verified User
Review Source
  • Reporting and dashboards. These are completely customizable and can be shared across departments. I love being able to see cases by account and also track my team's productivity.
  • Integrations - there is no lack of integration options when it comes to Service Cloud. We are currently using a time tracking add-on and survey add-on that were easy to set up.
  • Support resources - I love how robust the Knowledge Base is for Service Cloud and having access to a community to ask questions to other users outside our company. I also have taken advantage of some of the video tutorials and Trail Blazer lessons to expand my knowledge on our new tool.
  • Since Service Cloud is SO robust it can be a little overwhelming. I'd love to see 'tool tips' added directly into the platform to help guide users. I feel like there are probably a lot of features I am not taking advantage of because I don't know about them yet.