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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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Recent Reviews

Salesforce Service Cloud overview

9 out of 10
May 08, 2023
Using Salesforce service cloud internally to create support tickets. It offers a complete 360 degree ticket management system with ticket …
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Service in Salesforce

10 out of 10
June 24, 2022
Incentivized
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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How Salesforce Service Cloud Differs From Its Competitors

Customer Experience

By having all features onto a single platform, it allows our support team to work more efficiently and effectively. They spend less time researching and working to resolve customer issues. By integrating with Sales Cloud, our support agents can also collaborate more effectively with our sales and …
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Customer Experience

Having these alternative resources available is great, so you may have other references to help you navigate an issue without having to submit a ticket and wait for a representative to contact you. A large customer base provides lots of support, but it is great to have one of their friendly …
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Customer Experience

The options available for case management, ticket escalations, and a knowledge base within the self-help community have helped us to grow our business and eliminate the need for internal team members. Our case workers are not working from direct emails that may get lost or be unable to be tracked, …
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Customer Experience

Salesforce Service Cloud has helped us to establish different channels for customer to interact with service staff via phone, email, chat, social media and web forms as well. it helped us to open up self-service customer portal where customers can access their cases, and see the status of those …
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Customer Experience

The primary use case is that the documents and requirements can be seen directly in the same interface that we communicate with and email customers with. Because they are all in one place, our brokerage and customer success team can speed up their response times, as well as see any previous …
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Customer Experience

The integrated CRM with cases and communities is a huge selling point, one that makes up for a lot of the missing features we enjoyed on other platforms. The fact that the KB is integrated, for instance, is great for quick customer and agent access, but the KB itself has so many missing features …
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Customer Experience

Although we don't have many features enabled in terms of self help, being able to have access to customers via social media is very helpful to see what our customers are saying, good or bad. It also makes it easy to respond to customers via social media.
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Customer Experience

We do like and use the CRM capabilities too. It's helpful to see what cases and emails have been associated to the various contacts within an account. This also gives a variety of people visibility in the account management.
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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
  • Email support (67)
    9.3
    93%
  • Ticket creation and submission (66)
    9.2
    92%
  • Organize and prioritize service tickets (66)
    8.8
    88%
  • Ticket response (65)
    8.8
    88%

Reviewer Pros & Cons

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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 7.9

Self Help Community

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

9
Avg 7.7

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.

8.9
Avg 7.7
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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 Messaging, Freshdesk, and Helpdesk Pilot are common alternatives for Salesforce Service Cloud.

Reviewers rate Email support highest, with a score of 9.3.

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 and Ratings

(367)

Attribute Ratings

Reviews

(1-20 of 20)
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March 04, 2024

Service Cloud Gives Visibility into Every Client Across All Teams at Any Moment

Verified User
Project Manager in Marketing
Automotive Company, 5001-10,000 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Support Rating
8
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.
June 24, 2022

Service in Salesforce

Verified User
Analyst in Information Technology
Apparel & Fashion Company, 201-500 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Support Rating
4
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.
May 17, 2021

A power user who is still in love with Salesforce Service Cloud

Verified User
Program Manager in Corporate
Financial Services Company, 1001-5000 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Support Rating
10
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.
April 22, 2021

Our service center relies on Service Cloud

Verified User
Professional in Information Technology
Computer Software Company, 201-500 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Support Rating
10
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.
April 20, 2021

Salesforce Service Cloud for the win!

Verified User
Administrator in Information Technology
Computer Software Company, 201-500 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Support Rating
8
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.
April 20, 2021

Support business transformation with SFDC

Hans Hong | TrustRadius Reviewer
Hans Hong
Technical Support Manager
Videojet Technologies (Printing, 1001-5000 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Support Rating
7
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.
April 20, 2021

SFDC Service Cloud Review

Verified User
Administrator in Customer Service
Biotechnology Company, 201-500 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Support Rating
10
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.
April 20, 2021

Service Cloud for Customer Support

Verified User
Manager in Customer Service
Computer Software Company, 51-200 employees
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Support Rating
2
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.
August 26, 2020

Salesforce Service Cloud: half-baked, expensive, limited, and frustrating

Verified User
Technician in Customer Service
Hospital & Health Care Company, 11-50 employees
Score 2 out of 10
Vetted Review
Verified User
Support Rating
2
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.
April 24, 2020

Salesforce: Avoid @ All Costs

Kurt Johansen | TrustRadius Reviewer
Kurt Johansen
DBA and Process Manager
Angel Water, Inc (Consumer Services, 51-200 employees)
Score 1 out of 10
Vetted Review
Verified User
Incentivized
Support Rating
1
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.'
March 31, 2020

Salesforce Service Cloud Drives Customer Engagement

Verified User
Representative in Sales
Marketing & Advertising Company, 51-200 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Support Rating
9
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.
March 10, 2020

Service Cloud for the win

Verified User
Manager in Customer Service
Transportation/Trucking/Railroad Company, 201-500 employees
Score 6 out of 10
Vetted Review
Verified User
Incentivized
Support Rating
8
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.
February 28, 2020

My Salesforce Service Cloud nightmare

Harry Fischer | TrustRadius Reviewer
Harry Fischer
Business Owner
H&F Communications, inc. (Computer Networking, 1-10 employees)
Score 1 out of 10
Vetted Review
Verified User
Support Rating
1
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.
September 15, 2014

Professional edition Salesforce Service Cloud

Verified User
Analyst in Information Technology
Information Technology and Services Company, 51-200 employees
Score 8 out of 10
Vetted Review
Verified User
Support Rating
9
Quick, efficient and very friendly. They know exactly how to not go just by the scripted response. They ensure they listen to you and try and give you suitable solutions or workarounds if there is a limitation
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