Salesforce Service Cloud

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:

US$25.00/month

  • Free Version
  • Free Trial
  • Subscription

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

Markets

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

Supported Languages

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

Pricing starting from:

US$25.00/month

  • Free Version
  • Free Trial
  • Subscription

Images

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Features

Total features of Salesforce Service Cloud: 199

  • API
  • Access Controls/Permissions
  • Accounting Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts/Escalation
  • Alerts/Notifications
  • Appointment Management
  • Approval Process Control
  • Asset Lifecycle Management
  • Asset Tracking
  • Assignment Management
  • Audit Management
  • Audit Trail
  • Automated Routing
  • Automatic Call Distribution
  • Autoresponders
  • Availability Management
  • Billing & Invoicing
  • Blended Call Centre
  • Budgeting/Forecasting
  • CRM
  • Calendar Management
  • Call Centre Management
  • Call List Management
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Reporting
  • Call Routing
  • Call Scripting
  • Call Tracking
  • Call Transfer
  • Callback Scheduling
  • Caller ID
  • Campaign Management
  • Canned Responses
  • Capacity Management
  • Case Management
  • Cataloguing/Categorisation
  • Change Management
  • Chat/Messaging
  • Client Portal
  • Code Enforcement
  • Collaboration Tools
  • Commenting/Notes
  • Communication Management
  • Compliance Management
  • Computer Telephony Integration
  • Configurable Workflow
  • Configuration Management
  • Contact Database
  • Contact Management
  • Content Library
  • Content Management
  • Contract/License Management
  • Corrective and Preventive Actions (CAPA)
  • Customer Complaint Tracking
  • Customer Database
  • Customer Experience Management
  • Customer History
  • Customisable Branding
  • Customisable Forms
  • Customisable Reports
  • Customisable Templates
  • Customizable Fields
  • Dashboard
  • Data Import/Export
  • Data Visualisation
  • Discussions/Forums
  • Dispatch Management
  • Document Management
  • Document Storage
  • Drag & Drop
  • Electronic Signature
  • Email Alerts
  • Email Management
  • Email Templates
  • Email Tracking
  • Employee Scheduling
  • Equipment Maintenance
  • Event Logs
  • Event Triggered Actions
  • Feedback Management
  • File Management
  • File Sharing
  • File Storage
  • Fixed Asset Management
  • For Call Centres
  • For Insurance Industry
  • For iPad Devices
  • Forms Management
  • Full Text Search
  • GPS
  • Geotargeting
  • Help Desk Management
  • Historical Reporting
  • IT Asset Management
  • IT Incident Management
  • IVR Software
  • Inbound Call Centre
  • Incident Management
  • Incident Reporting
  • Inspection Management
  • Interaction Tracking
  • Inventory Control
  • Inventory Management
  • Investigation Management
  • Issue Management
  • Issue Tracking
  • Job Costing
  • Job Management
  • Job Scheduling
  • Job Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Labor Forecasting
  • Lead Distribution
  • Lead Management
  • Live Chat
  • Location Tracking
  • Macros/Templated Responses
  • Maintenance Scheduling
  • Manual Dialer
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Management
  • Multi-Language
  • Multi-Location
  • Multiple User Accounts
  • Offline Form
  • Online Forums
  • Online Time Clock
  • Outbound Call Centre
  • Payment Collection in the Field
  • Performance Management
  • Performance Metrics
  • Permit Issuance
  • Predictive Dialer
  • Prioritisation
  • Proactive Chat
  • Problem Management
  • Progressive Dialer
  • Project Management
  • Purchasing & Receiving
  • Quality Assurance
  • Queue Management
  • Quotes/Estimates
  • Real-Time Analytics
  • Real-Time Chat
  • Real-Time Monitoring
  • Real-Time Notifications
  • Real-Time Reporting
  • Real-Time Updates
  • Real-time Consumer-facing Chat
  • Records Management
  • Release Management
  • Reminders
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Risk Alerts
  • Risk Analysis
  • Risk Assessment
  • Routing
  • SMS Messaging
  • Safety Incident Management
  • Sales Pipeline Management
  • Scheduling
  • Screen Sharing
  • Self Service Portal
  • Service Catalogue
  • Service History
  • Service Level Agreement (SLA) Management
  • Service Request Management
  • Single Sign On
  • Social Media Integration
  • Social Media Monitoring
  • Status Tracking
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Taxation & Assessment
  • Technician Management
  • Third-Party Integrations
  • Ticket Management
  • Transcripts/Chat History
  • Transfers/Routing
  • Utility Billing
  • Virtual Assistant
  • Website Integration
  • Widgets
  • Work Order Management
  • Workflow Configuration
  • Workflow Management

Alternatives

Lead Gen & CRM (formerly SharpSpring)

4.6
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sales-i

3.9
#2 Alternative to Salesforce Service Cloud
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Microsoft Excel

4.8
#3 Alternative to Salesforce Service Cloud
Excel is a spreadsheet management software program with data analysis tools to help users track and visualize data for...

JIRA Service Management

4.5
#4 Alternative to Salesforce Service Cloud
Formerly known as Jira Service Desk, Jira Service Management is an IT service management solution built on the popular...

Reviews

Overall rating

4.4 /5
(764)
Value for Money
4.1/5
Features
4.4/5
Ease of Use
4.1/5
Customer Support
4.2/5

Already have Salesforce Service Cloud?

Software buyers need your help! Product reviews help the rest of us make great decisions.

Showing 5 reviews of 764
Matt
Matt
Overall rating
  • 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 5/5/2022

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

ServiceNow

Reasons for Switching to Salesforce Service Cloud

With us using Sales cloud didn't make sense using anything else.
Shayla
Shayla
Overall rating
  • Industry: Internet
  • Company size: 1,001–5,000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

Easy to implement, good data management

Reviewed on 13/6/2022

Keeping track of and following up with my clients was made easier, and I was able to see an overall...

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.

Justine
Overall rating
  • Industry: Financial Services
  • Company size: 11–50 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 4.0 /10

Good at first

Reviewed on 10/11/2021

We chose to move to a competitor after being a client for 7 years. Our reasons were based on poor...

We chose to move to a competitor after being a client for 7 years. Our reasons were based on poor communication and delivery in our region South Africa). The emphasis being on a really poor communication and implementation service experience over the period.

Pros

At first it represented a really good customisable solution.

Cons

Since its launch many more competitors have arrived. These competitors are offerring tailored solutions and proactive communication at far better prices. My feeling is Salesforce has fallen behind as a service and its pricing is no longer competitive. This is particularily noticable when you need to communicate with salesforce post implementation and you simply have a web interface rather than direct communication.

Verified Reviewer
Overall rating
  • Industry: Computer Software
  • Company size: 5,001–10,000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Ease of Use
  • Likelihood to recommend 8.0 /10

Great for sales tracking not so good for customer management

Reviewed on 25/3/2024

Pros

It’s great software to track sales due to its interfaces with other softwares and very customizable

Cons

It’s not easy to use and a first time user will have difficulties setting up an account. Also hard to manage clients

Cassandra
Overall rating
  • Industry: Telecommunications
  • Company size: 11–50 Employees
  • Used Weekly for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

Salesforce - A must for CRM

Reviewed on 24/4/2023

Overall, Salesforce service cloud is an incredibly powerful tool that has allowed me to understand...

Overall, Salesforce service cloud is an incredibly powerful tool that has allowed me to understand our company more than ever through the dashboards and reports I create to make data more than just data, but answers to my questions. The valuable insight I have gained is a game changer.

Pros

Although Salesforce might seem a bit daunting at first, it overall is extremely customizable and can (and should) be built for you and your company's needs. This tool is so powerful and key in customer relationship management and has taken our CRM to the next level. Our data is all held in Salesforce and we are able to create reports and dashboards to keep track of the business and gain insights.

Cons

I do sometimes wish Salesforce was a bit more user friendly however once you learn more about the program you do become quite comfortable and customer service will always be there to help you in a kindly manner

Alternatives Considered

HubSpot CRM

Reasons for Switching to Salesforce Service Cloud

We chose Salesforce over Hubspot due to its reputation. Salesforce is #1 for a reason. This tool is by far the most intelligent.
Showing 5 reviews of 764 Read all reviews

Salesforce Service Cloud FAQs

Below are some frequently asked questions for Salesforce Service Cloud.

Salesforce Service Cloud offers the following pricing plans:

  • Starting from: US$25.00/month
  • Pricing model: Subscription
  • Free Trial: Available

Starter Suite: $25 / user / month Professional: $80 / user/ month Enterprise: $165 / user/ month Unlimited: $330 /user/month Einstein 1 Service: $500 /user/month All plans are billed annually.

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

Salesforce Service Cloud supports the following languages:

Chinese, Dutch, English, French, German, Italian, Japanese, Korean, Portuguese, Spanish, Swedish, Thai, Traditional Chinese

Salesforce Service Cloud supports the following devices:

Android (Mobile), iPhone (Mobile), iPad (Mobile)

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 Marketing Cloud, Salesforce Platform, Salesforce Sales Cloud, Salesforce Starter, SalesforceIQ, Talkdesk, Transera, Vonage Contact Center, Workforce Optimization (WFO)

Salesforce Service Cloud offers the following support options:

Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support, 24/7 (Live rep), Chat

Related categories

See all software categories found for Salesforce Service Cloud.