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

(1-19 of 19)
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Score 10 out of 10
Vetted Review
Verified User
Review Source
I odten have to repeat myself and find it difficult to communicaye with the support team. My issues take several days to get resolution, but they do stay in contact daily which is good. I have to escalate to tier 3 to get a really good answer.
Score 9 out of 10
Vetted Review
Verified User
Review Source
Very prompt service and tons of material available to come up to speed. The community is very strong.That is a lot of material on the Internet that you can access as well as a community that one can refer to if you need help right away. I am very satisfied.
Score 10 out of 10
Vetted Review
Verified User
Review Source
It depends on what support package you buy from Salesforce. That can be good or bad. It's highly flexible to your needs pricing wise. If you have devs on staff then don't buy support. If you don't, then sfdc offers support for a cost.
Score 9 out of 10
Vetted Review
Verified User
Review Source
Every feature we have needed to have has, Salesforce Service Cloud was able to provide. We were ready to go out of the box and once we looked for additional features, they were already ready to install or in the build phase. The support was always helpful and able to put us in the right direction for any issues that had come up.
Score 10 out of 10
Vetted Review
Verified User
Review Source
Salesforce does an excellent job of providing overall support for all of their products - Salesforce Service Cloud being one of them. The only reason why I wouldn't give them a 10 is because sometimes it can depend on the customer service rep who can miss out on the details of the ticket and keep asking for information already provided, or simply missing email responses. However, they are overall very easy to work with and quite responsive.
Hans Hong | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
Salesforce support is responsive and with our level of enterprise has given us extra resources and help. But, standard support is very lacking and slow, often making you repeat yourself and not reading or understanding the information you initially put into support cases.
Score 8 out of 10
Vetted Review
Verified User
Review Source
I would say score of 10 because SFDC Service Cloud gives all the objects that helps service team store information, edit information efficiently, as well as providing usable data for management in reports. They have Cases and Work Orders that are all very neatly pre-set for you by default so you can simply enter information such as customer info, schedule date, etc. That's why i recommend it. Not a lot of Service assistance platforms are easy to use whereas SFDC Service Cloud is easy to use as well.
Score 7 out of 10
Vetted Review
Verified User
Review Source
Luckily I didn't need support help very frequently since Salesforce's support team is impossible to get in touch with. When we tried to reach out it would take days for a response, if we were lucky enough to get one.
Score 2 out of 10
Vetted Review
Verified User
Review Source
Salesforce offers support, although it generally gets routed to overseas support teams first, and once they are unable to help, it gets escalated up the chain to higher tiers. Frequently, the answer back from support is that there is no native solution, and we either have to turn to the AppExchange for some solution provided by another developer, or custom build our own solution.
Kurt Johansen | TrustRadius Reviewer
Score 1 out of 10
Vetted Review
Verified User
Review Source
Garbage. The support staff is fluent in English but illiterate in CONVERSATIONAL English. Nuance and understanding is the first step in helping someone. The turn around time is 24-48 hours. They do not adhere to your business hours and availability when you state them and it generally takes many days to fix an issue, if they can even do it. Most of the time, you are forced to rely on your 3rd party SF partner, who tend to charge an egregious amount for 'help.'
Score 8 out of 10
Vetted Review
Verified User
Review Source
It's, at the very least, worth a thorough demo from any company that requires customer support and solutions. Its ability to drive customer engagement within customer solution communities was impressive and something we were pleasantly surprised by.
Score 6 out of 10
Vetted Review
Verified User
Review Source
Salesforce Service Cloud has solid support. I do not expect too much from support teams as many issues that occur are not predictable, and therefore, not easily recognized then fixed. I do think Service Cloud could improve upon the time taken to reply to a support question or issue especially with utilizing options for this within the interface directly.
Harry Fischer | TrustRadius Reviewer
Score 1 out of 10
Vetted Review
Verified User
Review Source
You would need to email and it would take like 48 hours for someone from the other end of the world (in a country with a pay-rate of about 10cents an hour) to get back to you. Then, they provide you with a ridiculous answer that doesn't even make any sense.