What Is Salesforce Service Cloud?

Service Cloud 360, the world’s #1 customer service platform, empowers companies to drive seamless engagement across the entire customer journey. Address incidents quickly by ensuring your teams can identify, track, and fix issues with proven workflows. Give agents and service operations teams full visibility into incidents, cases, and customer data in a single workspace. Create an even better customer experience with Incident Management best practices built into the #1 service platform.

Who Uses Salesforce Service Cloud?

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

Where can Salesforce Service Cloud be deployed?

Cloud, SaaS, Web-based, Android (Mobile), iPhone (Mobile), iPad (Mobile)

About the vendor

  • Salesforce
  • Located in San Francisco, US
  • Founded in 2003
  • Phone Support
  • 24/7 (Live rep)
  • Chat

Countries available

Australia, Austria, Brazil, Canada, China and 8 others

Languages

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

Salesforce Service Cloud pricing

Starting Price:

Not provided by vendor
  • Yes, has free trial
  • No free version

Salesforce Service Cloud does not have a free version but does offer a free trial.

About the vendor

  • Salesforce
  • Located in San Francisco, US
  • Founded in 2003
  • Phone Support
  • 24/7 (Live rep)
  • Chat

Countries available

Australia, Austria, Brazil, Canada, China and 8 others

Languages

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

Salesforce Service Cloud videos and images

Salesforce Service Cloud Software - 1
Salesforce Service Cloud Software - 2
Salesforce Service Cloud Software - 3
Salesforce Service Cloud Software - 4
View 5 more
Salesforce Service Cloud video
Salesforce Service Cloud Software - 1
Salesforce Service Cloud Software - 2
Salesforce Service Cloud Software - 3
Salesforce Service Cloud Software - 4

Features of Salesforce Service Cloud

  • Access Controls/Permissions
  • Accounting Integration
  • Activity Dashboard
  • Alerts / Escalation
  • Alerts/Notifications
  • Appointment Management
  • Asset Tracking
  • Audit Trail
  • Auto-Responders
  • Automated Routing
  • Automatic Call Distribution
  • Billing & Invoicing
  • CRM
  • Calendar Management
  • Call Centre Management
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Scripting
  • Campaign Management
  • Change Management
  • Collaboration Tools
  • Communication Management
  • Computer Telephony Integration
  • Configuration Management
  • Contact Database
  • Contract/License Management
  • Corrective and Preventive Actions (CAPA)
  • Customer Complaint Tracking
  • Customer Database
  • Customer History
  • Customisable Branding
  • Customisable Templates
  • Dashboard
  • Dispatch Management
  • Electronic Signature
  • Email Management
  • Feedback Management
  • For Small Businesses
  • For iPad Devices
  • Full Text Search
  • GPS
  • Geotargeting
  • Incident Management
  • Interaction Tracking
  • Inventory Management
  • Issue Tracking
  • Job Management
  • Knowledge Base Management
  • Knowledge Management
  • Live Chat
  • Macros/Templated Responses
  • Mobile Access
  • Multi-Channel Communication
  • Multi-Language
  • Offline Form
  • Online Time Clock
  • Payment Collection in the Field
  • Performance Metrics
  • Prioritisation
  • Proactive Chat
  • Problem Management
  • Queue Management
  • Quotes/Estimates
  • Real-time Consumer-facing Chat
  • Real-time Updates
  • Reporting/Analytics
  • Routing
  • Scheduling
  • Self Service Portal
  • Service History
  • Service Level Agreement (SLA) Management
  • Support Ticket Management
  • Task Management
  • Technician Management
  • Third Party Integrations
  • Ticket Management
  • Transcripts/Chat History
  • Transfers/Routing
  • Website Visitor Tracking
  • Work Order Management
  • Workflow Configuration
  • Workflow Management

Salesforce Service Cloud Alternatives

Cloud-based solution for small to large businesses that helps manage, prioritize, monitor & automate sales processes.
HubSpot CRM has everything you need to organize, track, and build better relationships with leads and customers. Learn more about HubSpot CRM
SharpSpring offers powerful, flexible marketing automation with fully integrated CRM and social media management for agencies and SMBs. Learn more about SharpSpring from Constant Contact
Zoho CRM empowers organizations with a complete customer relationship lifecycle management solution. Learn more about Zoho CRM
Zendesk provides the complete customer service solution that’s easy to use and scales with your business. Learn more about Zendesk
Service Management Software Suite that represents a comprehensive solution for service, support, and customer care
Start for Free with LiveAgent and provide excellent customer service with the ultimate help desk solution for companies of all sizes. Learn more about LiveAgent
High-end solution designed for effective collaboration, communication, social networking, and workflow and knowledge management. Learn more about Bitrix24
Put customer service at the heart of your company. Make agents more productive, managers more impactful and customers more empowered.

Reviews of Salesforce Service Cloud

Average score

Overall
4.4
Ease of Use
4.0
Customer Service
4.2
Features
4.3
Value for Money
4.1

Reviews by company size (employees)

  • <50
  • 51-200
  • 201-1,000
  • >1,001
Matt C.
Matt C.
Business Development Manager in South Africa
Verified LinkedIn User
Information Technology & Services, 51-200 Employees
Used the Software for: 2+ years
Reviewer Source

Service from Salesforce

5 3 weeks ago New

Comments: 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: ServiceNow

Reasons for Switching to Salesforce Service Cloud: With us using Sales cloud didn't make sense using anything else.

Ami S.
Head of Technical Support in Israel
Computer Software, 51-200 Employees
Used the Software for: 6-12 months
Reviewer Source

Salesforce can work for you as a tech support executive

5 5 months ago

Comments: Really enjoy working with the service. It's easy to manage and integrations are great

Pros:

Integrates well into existing Salesforce CRM Very customizable Great reporting tools good email-to-case and web-to-case capabilities

Cons:

requires a salesforce administrator since nothing comes out of the box

Alternatives Considered: JIRA Service Management and ServiceNow

Reasons for Choosing Salesforce Service Cloud: searched for a better solution that also integrates well with existing info in Salesforce

Switched From: Zendesk

Reasons for Switching to Salesforce Service Cloud: already have info in Salesforce so it's a crucial aspect

Govindraj S.
Head of Support in India
Hospitality, 11-50 Employees
Used the Software for: 1+ year
Reviewer Source

Complex customer support software

2 2 years ago

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.

Jose P.
Cloud Native Developer in Colombia
Telecommunications, 10,000+ Employees
Used the Software for: 6-12 months
Reviewer Source

Great SaaS solution

5 3 weeks ago New

Pros:

Effortless installation, saved us almost a month of installation and deployment process.

Cons:

No free trial full of features, besides that the quality of the UI is awesome.

Alternatives Considered: ROBOT ID

Reasons for Choosing Salesforce Service Cloud: Flow documentation and features for customer service.

Switched From: Infobip

Reasons for Switching to Salesforce Service Cloud: Friend recommendation

Norbert K.
Functional Analyst in Poland
Information Technology & Services, 10,000+ Employees
Used the Software for: 2+ years
Reviewer Source

Service Cloud - easy way to communicate with end users and manage Your environment!

5 last week New

Comments: I would say my overall exerience after almost 5 years using Salesforce Service Cloud is on good level. I really appreciate working with this tool in daily basis and definitely want to use it even if I will change my job!

Pros:

I like the most way how Salesforce Service Cloud is easy to use. You just need short training, few advices what is what and You can manage Your Salesforce environment without any help! Many ways of customize this tool for Your needs, lots of features are presented in a very accessible way and easy to use - no need to know how to write a complicated code when You can achive Your goal by few mouse clicks.

Cons:

I think that when You want dig deeper in setup possibilities, apex classes etc. it can be quite shocking comparing to ease of use at the begining.