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:
Not provided by vendor
- Free Version
- Free Trial
- Subscription
Top 5 alternatives to Salesforce Service Cloud
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
Pricing starting from:
Not provided by vendor
- Free Version
- Free Trial
- Subscription
Top 5 alternatives to Salesforce Service Cloud
Images
Features
Total features of Salesforce Service Cloud: 208
Alternatives
Zoho Desk
LionDesk
SugarCRM
HubSpot CRM
Reviews
Already have Salesforce Service Cloud?
Software buyers need your help! Product reviews help the rest of us make great decisions.
- Industry: Information Technology & Services
- Company size: 51–200 Employees
- Used Daily for 2+ years
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
Service from Salesforce
Reviewed on 2022/05/05
We have never had issues with support since implementing the service cloud and have freed up time...
We have never had issues with support since implementing the service cloud and have freed up time from our CS department.
Pros
Integration to our sales cloud, RingDNA
Ease of use and easy tracking of tickets
Both Sales and Service now have a better understanding of their customer and both need to ask each other all the time.
Cons
Felt the cost of both Sales and Service cloud does become pricey but you can get both a little cheaper together.
Alternatives Considered
ServiceNowReasons for Switching to Salesforce Service Cloud
With us using Sales cloud didn't make sense using anything else.
- Industry: Hospital & Health Care
- Company size: 5 001–10 000 Employees
- Used Weekly for 2+ years
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 8.0 /10
It's fantastic that it's adaptable and customizable
Reviewed on 2022/05/18
Use this in my store to run my firm, and it provides a lot of amazing options and friendly customer...
Use this in my store to run my firm, and it provides a lot of amazing options and friendly customer support as well as an excellent program. Although the pricing structure can be a bit of a challenge to stomach at times, the customization and integration options are practically limitless, so that alleviates my concerns.
Pros
The most appealing aspect of Salesforce Service Cloud to me is how simple it is to use. You don't need any support managing Your Salesforce environment after only a few minutes of training and a few tips. If You don't have the time or inclination to learn how to write difficult code, this tool will allow You to accomplish Your aim in a few of mouse clicks.
Cons
Sales and Service cloud might be expensive, but buying them both at once can save you some money. Unless a former colleague serves as a mentor, it is difficult to learn the ropes.
- Industry: Computer Software
- Company size: 51–200 Employees
- Used Weekly for 6-12 months
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
A strong tool for managing customer service activities is Salesforce Service Cloud.
Reviewed on 2023/02/15
Salesforce Service Cloud's AI-powered technologies, like Einstein Case Classification and Einstein...
Salesforce Service Cloud's AI-powered technologies, like Einstein Case Classification and Einstein Bots, are among its most notable features. These technologies employ machine learning to aid in the automation of specific processes, such as assigning cases to the appropriate team members or replying to client enquiries through chatbots that have already been programmed.
Pros
Scalability is one of Salesforce Service Cloud's primary advantages. All sizes of businesses, from small start-ups to massive corporations, can use it. Because of the platform's flexibility, it can be adapted to any company's particular requirements, and a wide range of integrations and extensions are available to expand its functionality.
Cons
The vast customisation choices offered by the platform may overwhelm or confuse certain users, which is a potential problem. It may take some time and effort to completely comprehend and utilise all of the available capabilities, despite the fact that one of the platform's strengths is the ability to customise it to particular business needs.
- Industry: Hospitality
- Company size: 11–50 Employees
- Used Daily for 1+ year
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 0.0 /10
Complex customer support software
Reviewed on 2020/11/10
We tried our best to customise Salesforce and for a year we used it but we found that the kind of...
We tried our best to customise Salesforce and for a year we used it but we found that the kind of features we needed it required a Salesforce consultant team to build it however with an extra cost with a dependency so we moved to Zendesk because they provided exactly what we needed at a much less cost and without needing a consultant. Mid-size companies should never use Salesforce cloud unless if their requirements are very high which cannot be fulliled by a out of box customizated product like Zendesk.
Pros
Only reports. They have a very good Reports which can be used to build a Dashboard which are very easily customised.
Cons
It is highly complex and it doesn't come with out of box customization. For every single feature implementation u will need a. Consultant. It is only suitable for big call center provided if they maintain a Salesforce engineering team to create and implement all the features as per the Support departments requirements.
- Industry: Medical Practice
- Company size: 51–200 Employees
- Used Daily for 2+ years
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
salesforce review
Reviewed on 2023/01/10
Pros
This software is extremely impactful when you are a small business and wanted to connect with new clients that come across your website and fill out the contact form or that just want more information. this software alerts you immediately which allows you to catch the new client at peak interest. it also lets you track what stage of communication you are in and is easy for marketing to send out these potential advertisements to the right people.
Cons
there is a lot going on when you first get the hang of it but once you start investigating the software a little more its easy to get in the groove of things.
Salesforce Service Cloud FAQs
Below are some frequently asked questions for Salesforce Service Cloud.Q. What type of pricing plans does Salesforce Service Cloud offer?
Salesforce Service Cloud offers the following pricing plans:
- Starting from:
- Pricing model: Subscription
- Free Trial: Available
Lightning Essentials: $25 / user / month Lightning Professional: $75 / user/ month Lightning Enterprise: $150 / user/ month Lightning Performance: $300 / user/ month All plans are billed annually.
Q. Who are the typical users of Salesforce Service Cloud?
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
Q. What languages does Salesforce Service Cloud support?
Salesforce Service Cloud supports the following languages:
Chinese, Dutch, English, French, German, Italian, Japanese, Korean, Portuguese, Spanish, Swedish, Thai, Traditional Chinese
Q. Does Salesforce Service Cloud support mobile devices?
Salesforce Service Cloud supports the following devices:
Android (Mobile), iPhone (Mobile), iPad (Mobile)
Q. What other apps does Salesforce Service Cloud integrate with?
Salesforce Service Cloud integrates with the following applications:
CRM Analytics, ChannelInsight, Desk.com, Elastic Enterprise Search, Five9, Gainsight CS, Helpshift, InGenius, LiveOps, Moxie Concierge Email Management, NICE CXone, Natterbox, Quip, Salesforce Essentials, Salesforce Marketing Cloud, Salesforce Platform, Salesforce Sales Cloud, SalesforceIQ, Talkdesk, Transera, Vonage Contact Center, Workforce Optimization (WFO)
Q. What level of support does Salesforce Service Cloud offer?
Salesforce Service Cloud offers the following support options:
Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support, 24/7 (Live rep), Chat
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