Salesforce Service Cloud

About Salesforce Service Cloud

7 Key Ways Service Cloud Empowers Companies to Deliver Frictionless Service:

CONSOLE
With Service Cloud, you can manage all of your cases faster, in a unified agent experience. And the Salesforce1 Platform makes the console really sing — on your desktop and mobile devices.

COMMUNITIES
Service Cloud Communities allow customers to help themselves and each other. Wherever they are and whatever device they are on, communities give them the tools for self-service troubleshooting.

MULTI-CHANNEL
Multi-channel customer service is a whole new ballgame. With connected objects and predictive intelligence, Service Cloud gives you the power to provide the customer service of the future. Now.

KNOWLEDGE
Quickly search your knowledge base for relevant answers. Or make it easy for customers to do it themselves. Either way, your customers get the answers they need, exactly the way they want to get them.

SOCIAL SERVICE
Deliver service to your customers on the social media channels where they live, on whatever device they are using. Give your agents the tools for collaboration that allow them to deliver outstanding customer service.

AGENT COLLABORATION
With Chatter, agents can quickly escalate cases to experts to close cases faster. And with the Salesforce1 Platform, your Chatter feed is integrated into the Service Cloud console for a truly unified experience, whether at your desktop or on a mobile device.

MOBILE
Manage Service Cloud cases from anywhere with the Salesforce1 Platform — the fastest, smartest platform for customer service.

Pricing starting from:

US$25.00/month

  • Free Version
  • Free Trial
  • Subscription

Key benefits of Salesforce Service Cloud

-Increased Customer Satisfaction

-Increased Agent Productivity

-Decreased Support Costs

-Integration to Platform Ecosystem

-Companies can now deliver a full range of self-service options so that customers can
help themselves, which leads to increased Customer Satisfaction and decreased Support Costs.

-By empowering Agents with all of the information they need to resolve customer in a single interface drives increased Agent Productivity.

-The Salesforce platform allows companies customize business processes and leverage the pre-built integrations with the ecosystem of ISV and partner applications.

Typical Customers

  • Freelancers
  • Small Businesses (2-50)
  • Mid-size Companies (51-500)
  • Large enterprises (500 and more)

Deployment

  • Cloud-based
  • On-premise

Markets

Australia, Austria, Belgium, Brazil, Canada and 28 others

Supported Languages

Chinese, Dutch, English, French, German and 8 others

Pricing starting from:

US$25.00/month

  • Free Version
  • Free Trial
  • Subscription

Images

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Features

Total features of Salesforce Service Cloud: 215

  • API
  • Access Controls/Permissions
  • Accounting Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts/Escalation
  • Alerts/Notifications
  • Appointment Management
  • Approval Process Control
  • Asset Lifecycle Management
  • Asset Tracking
  • Assignment Management
  • Audit Management
  • Audit Trail
  • Automated Routing
  • Automated Scheduling
  • Automatic Call Distribution
  • Autoresponders
  • Availability Management
  • Billing & Invoicing
  • Blended Call Center
  • Budgeting/Forecasting
  • CRM
  • Calendar Management
  • Call Center Management
  • Call List Management
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Reporting
  • Call Routing
  • Call Scripting
  • Call Tracking
  • Call Transfer
  • Callback Scheduling
  • Caller ID
  • Campaign Management
  • Canned Responses
  • Capacity Management
  • Case Management
  • Catalog Management
  • Change Management
  • Chat/Messaging
  • Client Portal
  • Code Enforcement
  • Collaboration Tools
  • Commenting/Notes
  • Communication Management
  • Compliance Management
  • Computer Telephony Integration
  • Configurable Workflow
  • Configuration Management
  • Contact Database
  • Contact Management
  • Content Library
  • Content Management
  • Contract/License Management
  • Corrective and Preventive Actions (CAPA)
  • Customer Complaint Tracking
  • Customer Database
  • Customer Experience Management
  • Customer History
  • Customer Management
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Data Import/Export
  • Data Visualization
  • Delivery Tracking
  • Discussions/Forums
  • Dispatch Management
  • Document Management
  • Document Storage
  • Drag & Drop
  • Driver Management
  • Electronic Signature
  • Email Alerts
  • Email Management
  • Email Templates
  • Email Tracking
  • Employee Database
  • Employee Management
  • Employee Scheduling
  • Equipment Maintenance
  • Event Logs
  • Event Triggered Actions
  • Feedback Management
  • File Management
  • File Sharing
  • File Storage
  • Fixed Asset Management
  • For Call Centers
  • For Insurance Industry
  • For iPad Devices
  • Forms Management
  • Fuel Tracking
  • Full Text Search
  • GPS
  • Geotargeting
  • Help Desk Management
  • Historical Reporting
  • IT Asset Management
  • IT Incident Management
  • IVR Software
  • Inbound Call Center
  • Incident Management
  • Incident Reporting
  • Inspection Management
  • Interaction Tracking
  • Inventory Control
  • Inventory Management
  • Investigation Management
  • Issue Management
  • Issue Tracking
  • Job Costing
  • Job Management
  • Job Scheduling
  • Job Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Labor Forecasting
  • Lead Distribution
  • Lead Management
  • Live Chat
  • Live Driver Tracking
  • Location Tracking
  • Macros/Templated Responses
  • Maintenance Scheduling
  • Manual Dialer
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Management
  • Multi-Language
  • Multi-Location
  • Offline Form
  • Online Forums
  • Online Time Clock
  • Order Management
  • Order Tracking
  • Outbound Call Center
  • Payment Collection in the Field
  • Performance Management
  • Performance Metrics
  • Permit Issuance
  • Predictive Dialer
  • Prioritization
  • Proactive Chat
  • Problem Management
  • Progressive Dialer
  • Project Management
  • Purchasing & Receiving
  • Quality Assurance
  • Queue Management
  • QuickBooks Integration
  • Quotes/Estimates
  • Real-Time Analytics
  • Real-Time Chat
  • Real-Time Data
  • Real-Time Monitoring
  • Real-Time Notifications
  • Real-Time Reporting
  • Real-Time Updates
  • Real-time Consumer-facing Chat
  • Records Management
  • Release Management
  • Reminders
  • Reporting & Statistics
  • Reporting/Analytics
  • Risk Alerts
  • Risk Analysis
  • Risk Assessment
  • Route Optimization
  • Routing
  • SMS Messaging
  • Safety Incident Management
  • Sales Pipeline Management
  • Scheduling
  • Screen Sharing
  • Search/Filter
  • Self Service Portal
  • Service Catalog
  • Service History
  • Service Level Agreement (SLA) Management
  • Service Request Management
  • Shipping Management
  • Single Sign On
  • Social Media Integration
  • Social Media Monitoring
  • Status Tracking
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Taxation & Assessment
  • Technician Management
  • Territory Management
  • Third-Party Integrations
  • Ticket Management
  • Time & Attendance
  • Time Tracking
  • Transcripts/Chat History
  • Transfers/Routing
  • Transportation Management
  • Utility Billing
  • Virtual Assistant
  • Website Integration
  • Widgets
  • Work Order Management
  • Workflow Management

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Reviews

Overall rating

4.4 /5
(770)
Value for Money
4.2/5
Features
4.4/5
Ease of Use
4.1/5
Customer Support
4.2/5

Already have Salesforce Service Cloud?

Software buyers need your help! Product reviews help the rest of us make great decisions.

Showing 5 reviews of 770
Jordan
Jordan
Overall rating
  • Industry: Information Technology & Services
  • Company size: 501–1,000 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Awesome Ticketing System

Reviewed on 2019/08/08

Users are really more productive than previous tool

Users are really more productive than previous tool

Pros

With Service Cloud, we have a complete overview on our Customers. From Lead to Case, we can log all customers activities and be proactive for their needs.

Cons

Often, you must adapt your process to the tool, not the tool to your process and that's the hardest part of Salesforce implementation. Also, multiple administrators can destroy your organization.

Cassandra
Overall rating
  • Industry: Telecommunications
  • Company size: 11–50 Employees
  • Used Weekly for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

Salesforce - A must for CRM

Reviewed on 2023/04/24

Overall, Salesforce service cloud is an incredibly powerful tool that has allowed me to understand...

Overall, Salesforce service cloud is an incredibly powerful tool that has allowed me to understand our company more than ever through the dashboards and reports I create to make data more than just data, but answers to my questions. The valuable insight I have gained is a game changer.

Pros

Although Salesforce might seem a bit daunting at first, it overall is extremely customizable and can (and should) be built for you and your company's needs. This tool is so powerful and key in customer relationship management and has taken our CRM to the next level. Our data is all held in Salesforce and we are able to create reports and dashboards to keep track of the business and gain insights.

Cons

I do sometimes wish Salesforce was a bit more user friendly however once you learn more about the program you do become quite comfortable and customer service will always be there to help you in a kindly manner

Alternatives Considered

HubSpot CRM

Reasons for Switching to Salesforce Service Cloud

We chose Salesforce over Hubspot due to its reputation. Salesforce is #1 for a reason. This tool is by far the most intelligent.
Justine
Overall rating
  • Industry: Financial Services
  • Company size: 11–50 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 4.0 /10

Good at first

Reviewed on 2021/11/10

We chose to move to a competitor after being a client for 7 years. Our reasons were based on poor...

We chose to move to a competitor after being a client for 7 years. Our reasons were based on poor communication and delivery in our region South Africa). The emphasis being on a really poor communication and implementation service experience over the period.

Pros

At first it represented a really good customisable solution.

Cons

Since its launch many more competitors have arrived. These competitors are offerring tailored solutions and proactive communication at far better prices. My feeling is Salesforce has fallen behind as a service and its pricing is no longer competitive. This is particularily noticable when you need to communicate with salesforce post implementation and you simply have a web interface rather than direct communication.

Magdalena
Overall rating
  • Industry: Computer Software
  • Company size: 2–10 Employees
  • Used Weekly for 1+ year
  • Review Source

Overall rating

  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

Excellent tool, when used correctly

Reviewed on 2024/07/14

When implemented appropriately for your size and business needs the tool is an excellent addition...

When implemented appropriately for your size and business needs the tool is an excellent addition to your CRM/analytics toolbox. Recommend

Pros

Plenty of integrations, deeply adaptable to your business’ needs. Can be small and simple or greatly expand in sophistication as the business does. Adds order to a growing sales pipeline or team, helping ensure customers get the best of your service

Cons

Put effort to keep it as lightweight as possible. I’ve seen the implementation being overdone in so many places - can make employees reluctant to use it properly and reduce the accuracy/benefits of the tool. Keep it simple and it will do wonders for your business - ask yourself ‘do we really need this field, what value do we get from it’ - if there’s no good answer - bin it.

Jeffrey
Overall rating
  • Industry: Nonprofit Organization Management
  • Company size: 2–10 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 7.0 /10

A bit of an investment, but well worth it if fully utilized.

Reviewed on 2023/08/04

Once we decided to make the investment in Salesforce, we were 100% behind implementation for all of...

Once we decided to make the investment in Salesforce, we were 100% behind implementation for all of our CRM needs. There can be a learning curve but once learned, we can do everything we need to stay connected to our donors.

Pros

The best thing about Salesforce Service Cloud is that it is fully customizable. It is the only CRM software we need.

Cons

The upfront cost is more than other programs.

Alternatives Considered

HubSpot Marketing Hub, Amazon S3 and SAP Concur

Reasons for Switching to Salesforce Service Cloud

This software seemed more comprehensive, customizable and is the CRM standard.
Showing 5 reviews of 770 Read all reviews

Salesforce Service Cloud FAQs

Below are some frequently asked questions for Salesforce Service Cloud.

Salesforce Service Cloud offers the following pricing plans:

  • Starting from: US$25.00/month
  • Pricing model: Subscription
  • Free Trial: Available

Starter Suite: $25 / user / month Professional: $80 / user/ month Enterprise: $165 / user/ month Unlimited: $330 /user/month Einstein 1 Service: $500 /user/month All plans are billed annually.

Salesforce Service Cloud has the following typical customers:

Self Employed, 2–10, 11–50, 51–200, 201–500, 501–1,000, 1,001–5,000

Salesforce Service Cloud supports the following languages:

Chinese, Dutch, English, French, German, Italian, Japanese, Korean, Portuguese, Spanish, Swedish, Thai, Traditional Chinese

Salesforce Service Cloud supports the following devices:

Android (Mobile), iPhone (Mobile), iPad (Mobile)

Salesforce Service Cloud integrates with the following applications:

CRM Analytics, Elastic Enterprise Search, Five9, Gainsight CS, Helpshift, InGenius, LiveOps, NICE CXone, Natterbox, Quip, Salesforce Marketing Cloud, Salesforce Platform, Salesforce Sales Cloud, Salesforce Starter, Talkdesk, Vonage Contact Center, Workforce Optimization (WFO)

Salesforce Service Cloud offers the following support options:

Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support, 24/7 (Live rep), Chat

Related categories

See all software categories found for Salesforce Service Cloud.