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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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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,...
Continue reading
Punnareddy Pallerla
Consultant - Information Technology
Sr Software Engineer
sabre
Salesforce Service Cloud10 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...
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Erin Gracyalny
Employee - Customer Service
Customer Success Manager
Propel Software Solutions
Salesforce Service Cloud5 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...
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Alfiya Mukadam
Engineer - Information Technology
Software Engineer
Builder.ai
Salesforce Service Cloud1 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.
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Dee Moore
Administrative Assistant - Professional Services
Executive Assistant
MorrisAnderson & Associates, Ltd.
Salesforce Service Cloud5 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...
Continue reading
Jennifer Ely
Manager - Information Technology
Salesforce Delivery Manager
Homes by Strata
Salesforce Service Cloud3 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

View all 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
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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

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
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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 Integrations

Salesforce Service Cloud Competitors

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 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)

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
Pros
  • Problem solving.
  • Customer use case management.
  • Comprehensive tool in market growth.
  • Minimal costs for implementation.
Cons
  • There is a slight scope for error, but sometimes it has a heavy impact. So this can be improved.
  • Costing is high.
  • Maintenance is more.
  • Expertise is required for implementation.
  • The number of communication messages have some limit per organisation account.

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
Salesforce Service Cloud
3 years of experience
View profile
Pros
  • Group cases.
  • Customise tickets.
  • Action in timely manner.
Cons
  • Field service is a great tool but quite costly.
  • Sometimes the flexibility isn't what we need.

Great Product for the Price!

Rating: 10 out of 10
Incentivized
August 27, 2024
DM
Dee Moore
Executive Assistant
MorrisAnderson & Associates, Ltd. (Financial Services, 11-50 employees)
Vetted Review
Verified User
Salesforce Service Cloud
5 years of experience
View profile
Pros
  • Finding info.
  • Managing campaigns for our dinners and networking events.
  • Managing opportunities.
  • Managing projects once the opportunity is won.
Cons
  • Sometimes is a little bit confusing on the new front end.
  • Whenever the cache gets stuck, it fails to load all of my dashboards.
  • Formatting is limited.
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