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)
Salesforce Service Cloud pricing
- Yes, has free trial
- No free version
Salesforce Service Cloud does not have a free version but does offer a free trial.
Salesforce Service Cloud videos and images
Features of Salesforce Service Cloud
- Access Controls/Permissions
- Accounting Integration
- Activity Dashboard
- Alerts / Escalation
- Appointment Management
- Asset Tracking
- Audit Trail
- Automated Routing
- Automatic Call Distribution
- Billing & Invoicing
- 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
- Dispatch Management
- Electronic Signature
- Email Management
- Feedback Management
- For Small Businesses
- For iPad Devices
- Full Text Search
- 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
- Offline Form
- Online Time Clock
- Payment Collection in the Field
- Performance Metrics
- Proactive Chat
- Problem Management
- Queue Management
- Real-time Consumer-facing Chat
- Real-time Updates
- 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
- Website Visitor Tracking
- Work Order Management
- Workflow Configuration
- Workflow Management
Salesforce Service Cloud Alternatives
Reviews of Salesforce Service Cloud
Service from Salesforce
Comments: We have never had issues with support since implementing the service cloud and have freed up time from our CS department.
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.
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.
Salesforce can work for you as a tech support executive
Comments: Really enjoy working with the service. It's easy to manage and integrations are great
Integrates well into existing Salesforce CRM Very customizable Great reporting tools good email-to-case and web-to-case capabilities
requires a salesforce administrator since nothing comes out of the box
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
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.
Only reports. They have a very good Reports which can be used to build a Dashboard which are very easily customised.
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.
Great SaaS solution
Effortless installation, saved us almost a month of installation and deployment process.
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
Service Cloud - easy way to communicate with end users and manage Your environment!
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!
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.
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.