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What Is Salesforce Service Cloud?

Built on the world’s #1 CRM platform, Communications Cloud enables B2C, B2B, and wholesale communications service providers (CSPs) to move to a catalog-driven digital BSS. With purpose-built industry functionality and all the capabilities of Sales Cloud and Service Cloud, service providers of all sizes can quickly adapt to changing customer expectations, drive faster time to value, and unify every part of the organisation — from marketing to retail channels to customer care and operations.

Who Uses Salesforce Service Cloud?

Businesses in need of service-as-a-software solution for the Communications industry.

Where can Salesforce Service Cloud be deployed?

Cloud-based
On-premise

About the vendor

  • Salesforce
  • Located in San Francisco, US
  • Founded in 2003

Salesforce Service Cloud support

  • Phone Support
  • 24/7 (Live rep)
  • Chat

Countries available

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

Languages

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

Salesforce Service Cloud pricing

Starting Price:

US$25.00/month
  • 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 paid version starts at US$25.00/month.

About the vendor

  • Salesforce
  • Located in San Francisco, US
  • Founded in 2003

Salesforce Service Cloud support

  • Phone Support
  • 24/7 (Live rep)
  • Chat

Countries available

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

Languages

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

Salesforce Service Cloud videos and images

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Salesforce Service Cloud video
Salesforce Service Cloud Software - 1
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Features of Salesforce Service Cloud

  • Access Controls/Permissions
  • Activity Dashboard
  • Alerts/Escalation
  • Alerts/Notifications
  • Asset Tracking
  • Audit Trail
  • Automated Routing
  • Autoresponders
  • Billing & Invoicing
  • Budgeting/Forecasting
  • CRM
  • Call Centre Management
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Routing
  • Call Scripting
  • Call Transfer
  • Cataloguing/Categorisation
  • Chat/Messaging
  • Code Enforcement
  • Collaboration Tools
  • Communication Management
  • Compliance Management
  • Computer Telephony Integration
  • Configuration Management
  • Contact Database
  • Contact Management
  • Content Management
  • Contract/License Management
  • Corrective and Preventive Actions (CAPA)
  • Customer Database
  • Customer Experience Management
  • Customer History
  • Customisable Branding
  • Customisable Templates
  • Dashboard
  • Data Import/Export
  • Discussions/Forums
  • Dispatch Management
  • Document Management
  • Document Storage
  • Electronic Signature
  • Email Management
  • Email Templates
  • Employee Scheduling
  • Equipment Maintenance
  • Feedback Management
  • For Call Centres
  • For Insurance Industry
  • Full Text Search
  • GPS
  • Geotargeting
  • IVR/Voice Recognition
  • Incident Reporting
  • Inspection Management
  • Interaction Tracking
  • Inventory Management
  • Investigation Management
  • Issue Tracking
  • Job Management
  • Knowledge Base Management
  • Knowledge Management
  • Labor Forecasting
  • Lead Management
  • Live Chat
  • Macros/Templated Responses
  • Mobile Access
  • Multi-Channel Communication
  • Multi-Language
  • Offline Form
  • Online Time Clock
  • Payment Collection in the Field
  • Performance Management
  • Performance Metrics
  • Permit Issuance
  • Prioritisation
  • Proactive Chat
  • Project Management
  • Queue Management
  • Quotes/Estimates
  • Real-Time Notifications
  • Real-Time Updates
  • Real-time Consumer-facing Chat
  • Reporting & Statistics
  • Reporting/Analytics
  • Routing
  • Sales Pipeline Management
  • Scheduling
  • Self Service Portal
  • Service History
  • Service Level Agreement (SLA) Management
  • Service Request Management
  • Social Media Integration
  • Status Tracking
  • Support Ticket Management
  • Surveys & Feedback
  • Task Management
  • Technician Management
  • Third-Party Integrations
  • Ticket Management
  • Transcripts/Chat History
  • Transfers/Routing
  • Work Order Management
  • Workflow Configuration
  • Workflow Management

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Reviews of Salesforce Service Cloud

Average score

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

Reviews by company size (employees)

  • <50
  • 51-200
  • 201-1,000
  • >1,001
Elizabeth
Elizabeth
Senior Director Of Digital Marketing in US
Verified LinkedIn User
Retail, 5,001–10,000 Employees
Used the Software for: 2+ years
Reviewer Source

Excellent for data tracking and analysis

5.0 2 years ago

Comments: This platform allows me to visualize, analyze the progress that has been made during the day, week, month or year because it allows me to store and manage important data about my company, since it allows me to observe the sales, the service provided, the campaigns of marketing that have been launched, the flow of trade that has been obtained, the productivity of the company, etc. This allows me to access the platform on any device since this platform is cloud-based, it also has a mobile version.

Pros:

I like salesforce because it is a client management administration platform where I can have much more personalized attention according to the needs of clients. It helps me with the direct connection with my customers, manage business opportunities since I can automate to establish and negotiate marketing campaigns so that they are more effective with Pardot, this helps me with the unification of the sales department with the marketing department allowing me to attract, select candidates and minimize the sales cycle.

Cons:

The initial setup is a bit complex and takes time.

Shayla
Shayla
Human Resources Specialist in US
Verified LinkedIn User
Internet, 1,001–5,000 Employees
Used the Software for: 2+ years
Reviewer Source

Easy to implement, good data management

4.0 2 years ago

Comments: Keeping track of and following up with my clients was made easier, and I was able to see an overall picture of my month's performance thanks to the data it provided. Because of it, I am able to come up with innovative ideas for our company. When you create a solution that can be used almost indefinitely, you need to be able to scale it. There is no end to what can be done here.

Pros:

Because I've been using it for six years, I've become accustomed to it. It's also easier to use when you have all the information you need about the lead, the firm, and your calling app all on the same page. The best aspect is that you'll have a lot of options when it comes to finding new customers for your business. You'll have no trouble seeing and pursuing the best prospects.

Cons:

Sometimes it's hard to tell which information is helpful and which is negative since there's so much of it out there. It's difficult to gain hands-on experience with different options.

Rodrigo
Senior Customer Success Partner in Ireland
Computer Software, 1,001–5,000 Employees
Used the Software for: 2+ years
Reviewer Source

Perfect CRM for a company

5.0 5 days ago New

Comments: my overall experience is very positive with Salesforce and for sure I am still a learner as they have lots of great tools still to be explored.

Pros:

What I love most are the reports that we can create based on the information that we want to see

Cons:

I think that could be very cool to create a feature for reminder that could pop up on our page when we log into Salesforce.

Carl
Vice President in US
Building Materials, 11–50 Employees
Used the Software for: 2+ years
Reviewer Source

Review Management

3.0 2 months ago New

Comments: Meh. Streamline operations is definitely necessary. Improve search fields also a must

Pros:

Seems like an adequate service but lots of room for improvement.

Cons:

Could use a lot of improvement regarding the user interface & streamlining operations. Redundant steps not explained well, how or why. Steps like needing to provide signature on approved permit AFTER I've just received approval & paid the fee just creates more steps to hold up the process or miss before next stepcan be implements

Mason
Sales in US
Information Technology & Services, 10,000+ Employees
Used the Software for: 1+ year
Reviewer Source

User friendly

5.0 3 months ago

Comments: My personal experience has been overall positive.

Pros:

The reliability to be able to depend on the service in real time.

Cons:

I don’t have access to use the full capability. But from what I have used no cons.