Who Uses Salesforce Service Cloud?

Businesses in need of service-as-a-software solution for CRM and help desk management.

What Is Salesforce Service Cloud?

Service Cloud, the worlds #1 customer service platform, empowers every service employee from the contact center to the field with the innovative tools, unified data, and embedded training needed to deliver world-class customer service that drives customer satisfaction and loyalty. Across every channel whether its messaging, communities, chat, phone, in-person, or IoT signals Service Cloud is enabling Trailblazers to deliver human-centric service that is personal, intelligent, and trusted.

Salesforce Service Cloud Details

Salesforce

http://www.salesforce.com/

Founded 1999

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Salesforce Service Cloud pricing overview

Salesforce Service Cloud does not have a free version but does offer a free trial. Salesforce Service Cloud paid version starts at US$25.00/month.


Starting Price

US$25.00/month

Pricing Details

Pricing starts at $25/user/month (billed annually) for teams of up to 10.

Free Version

No

Free Trial

Salesforce Service Cloud deployment and support

Support

  • 24/7 (Live Rep)
  • Business Hours
  • Online

Deployment

  • Cloud, SaaS, Web
  • Mobile - iOS Native
  • Mobile - Android Native

Training

  • Live Online
  • Webinars
  • Documentation

Salesforce Service Cloud Features

  • Blended Call Centre
  • Call Logging
  • Call Recording
  • Call Scripting
  • Campaign Management
  • Escalation Management
  • Inbound Call Centre
  • Interactive Voice Response (IVR)
  • Manual Dialer
  • Outbound Call Centre
  • Predictive Dialer
  • Progressive Dialer
  • Queue Management
  • Real-time Chat
  • Reporting/Analytics

View full list of Call Centre Software

  • Alerts / Escalation
  • Appointment Management
  • Call Centre Management
  • Email Management
  • Knowledge Base
  • Live Chat
  • Performance Metrics
  • Queue Management
  • Self Service Portal
  • Social Media Integration
  • Surveys & Feedback
  • Virtual Assistant
  • Workflow Management

View full list of Customer Service Software

  • Alerts / Escalation
  • Automated Routing
  • Call Centre Management
  • Customisable Branding
  • Document Storage
  • Email Integration
  • IT Asset Management
  • Interaction Tracking
  • Knowledge Base Management
  • Macros/Templated Responses
  • Multi-Channel Communication
  • Network Monitoring
  • Real-time Chat
  • Remote Access/Control
  • Reporting/Analytics
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Social Media Integration
  • Ticket Management
  • Workflow Configuration

View full list of Help Desk Software

  • Canned Responses
  • Customisable Branding
  • Geo Targeting
  • Offline Form
  • Proactive Chat
  • Screen Sharing
  • Third Party Integration
  • Transfers/Routing
  • Website Visitor Tracking

View full list of Live Chat Software

Salesforce Service Cloud Alternatives

More Salesforce Service Cloud alternatives

Salesforce Service Cloud Reviews

Read all reviews

Overall rating

4.4/5

Average score

Ease of Use 4
Customer Service 4.2
Features 4.3
Value for Money 4.1

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Jordan C.
Salesforce Product Manager
Information Technology & Services, 501-1,000 Employees
Used the Software for: 1+ year
  • Overall Rating
    5 /5
  • Ease of Use
    3 /5
  • Features & Functionality
    5 /5
  • Customer Support
    5 /5
  • Value for Money
    5 /5
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 8/8/2019

"Awesome Ticketing System"

Comments: 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.

  • Reviewer Source 
  • Reviewed on 8/8/2019
Jennifer B.
Executive Assistant
Financial Services, 11-50 Employees
Used the Software for: 6-12 months
  • Overall Rating
    5 /5
  • Ease of Use
    5 /5
  • Features & Functionality
    4 /5
  • Customer Support
    Unrated
  • Value for Money
    Unrated
  • Likelihood to Recommend
    9/10
  • Reviewer Source 
  • Reviewed on 6/11/2019

"Everything I need on one page"

Comments: I love that I can manage our sales team's goals vs. actuals all in one place. I can see exactly where each prospect/opportunity is in the sales process, who the contact is and information about the company all on one screen. With the links that let me get more information about each of those areas, it's a seamless process.

Pros: I love that, compared to Salesforce Classic, I can see all of the information about the Prospect or Client that I need all on one page. I don't have to go from one page to another

Cons: It's not like any of the other CRMs that our sales team has used so there was a bit of a training curve for some of them.

  • Reviewer Source 
  • Reviewed on 6/11/2019
Verified Reviewer
Associate Vice President
Banking, 10,000+ Employees
Used the Software for: 2+ years
  • Overall Rating
    5 /5
  • Ease of Use
    5 /5
  • Features & Functionality
    5 /5
  • Customer Support
    4 /5
  • Value for Money
    5 /5
  • Likelihood to Recommend
    9/10
  • Reviewer Source 
  • Source: GetApp
  • Reviewed on 27/11/2020

"Outstanding Customer Service Platform"

Comments: Excellent tool ,easy to configure and setup with minimal code.

Pros: Salesforce Service cloud comes with all the required out of the box functionality required for customer support, which includes below mentioned features which are required for setting up customer service .
1) Receiving the cases through multiple channels like Web and emails.
2) Auto assigning the cases to respective group based on the type of issue.
3)SLA definitions and escalation rules,
4)Assigning the knowledge articles to cases.
5)Self service portals.
6)Chatbots and Einstein analytics.
7)Configuring knowledge base.
8)reports and dashboards.
9)Easy API integrations.
10)Rich UI.

Cons: Some of the limitations associated with API limits ,Storage limitations. Cost associated with licensing .

  • Reviewer Source 
  • Source: GetApp
  • Reviewed on 27/11/2020
Govindraj S.
Head of Support
Hospitality, 11-50 Employees
Used the Software for: 1+ year
  • Overall Rating
    2 /5
  • Ease of Use
    2 /5
  • Features & Functionality
    1 /5
  • Customer Support
    3 /5
  • Value for Money
    1 /5
  • Likelihood to Recommend
    0/10
  • Reviewer Source 
  • Reviewed on 10/11/2020

"Complex customer support software"

Comments: 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.

  • Reviewer Source 
  • Reviewed on 10/11/2020
Justin G.
Manager
Banking, 10,000+ Employees
Used the Software for: 2+ years
  • Overall Rating
    5 /5
  • Ease of Use
    3 /5
  • Features & Functionality
    5 /5
  • Customer Support
    5 /5
  • Value for Money
    5 /5
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 23/9/2020

"Great product for servicing customers"

Pros: I work in internal operations and find SSC to be the most versatile tool in our arsenal. There is just so much that it can do and Salesforce is always looking for ways to continue to expand on its capabilities.

Cons: The learning curve, but this is why they offer trainings/certifications.

  • Reviewer Source 
  • Reviewed on 23/9/2020