Overview
What is Salesforce Service Cloud?
Service Cloud is a customer service platform that helps businesses manage and resolve customer inquiries and issues. It provides tools for case management, knowledge base, omni-channel support, automation, and analytics, enabling companies to deliver exceptional customer service experiences.
Learn from top reviewers
Salesforce Service Cloud- The market leader
Salesforce Service Cloud - a delightful service app for anyone who looks for growth in customer relationships.
Salesforce is great!
Great Product for the Price!
Service cloud.
Salesforce Service Cloud's integrated data makes up for clunkiness and lackluster features
Salesforce Service Cloud delivers flexible features for an Agile team
Salesforce is Customizable and Useful but Has Flaws
Horrendous Product, Consider All Other Options
Best Cloud to give good Customer Service
Salesforce Service Cloud has great capabilities!
Salesforce Service Cloud Review
Salesforce Service Cloud Offers Many Built-in and Customizable Options
Great for the organized and the forgetful!
Service in Salesforce
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How Salesforce Service Cloud Differs From Its Competitors
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Awards
Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards
Reviewer Pros & Cons
Pricing
Starter Suite
$25
Professional
$80
Enterprise
$165
Entry-level set up fee?
- No setup fee
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
Starting price (does not include set up fee)
- $25 per month
Product Demos
Salesforce Service Cloud Tutorial | Service Cloud In Salesforce | Salesforce Training | Simplilearn
Salesforce Service Cloud Voice Demo | Salesforce
Features
Incident and problem management
Streamlining ticketing and service restoration processes
- 9.1Organize and prioritize service tickets(75) Ratings
Prioritize tickets to ensure most urgent are tackled first
- 8.5Expert directory(54) Ratings
Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts
- 8.9Subscription-based notifications(63) Ratings
Users subscribe to notifications for ticket updates
- 8.3ITSM collaboration and documentation(60) Ratings
Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.
- 9.3Ticket creation and submission(75) Ratings
Users and agents can easily enter new support requests.
- 8.9Ticket response(74) Ratings
Agents can easily follow up with customers.
Self Help Community
Features that allow customers to self-service for support issues.
- 8.8External knowledge base(63) Ratings
Customers can self-service by searching through help articles.
- 8.9Internal knowledge base(70) Ratings
Internal knowledge base helps agents answer customers' support questions.
Multi-Channel Help
Features related to providing customer service and support via different communication channels. Communications are organized by ticket/customer/channel for the convenience of agents.
- 8.5Customer portal(54) Ratings
Customer portal allows customers to submit tickets themselves and/or access self help resources.
- 8.6IVR(35) Ratings
Includes an interactive voice response system for routing callers to the correct agent or information.
- 8.7Social integration(48) Ratings
Agents can communicate with customers via social networks like Facebook and Twitter; may also include brand activity monitoring/reporting capabilities.
- 9.2Email support(76) Ratings
Integrates with email so that agents can send and receive information related to support tickets via email; email communications are attached to support tickets.
- 9Help Desk CRM integration(66) Ratings
Integrates with CRM so that tickets and support communications are coordinated with customers' records.
Product Details
- About
- Integrations
- Competitors
- Tech Details
- FAQs
What is Salesforce Service Cloud?
Salesforce Service Cloud Features
Incident and problem management Features
- Supported: Organize and prioritize service tickets
- Supported: Expert directory
- Supported: Subscription-based notifications
- Supported: ITSM collaboration and documentation
- Supported: Ticket creation and submission
- Supported: Ticket response
- Supported: Automated responses
- Supported: Attachments/Screencasts
- Supported: SLA management
Self Help Community Features
- Supported: Forums
- Supported: External knowledge base
- Supported: Internal knowledge base
- Supported: Q and A
- Supported: Surveys/polls
Multi-Channel Help Features
- Supported: Customer portal
- Supported: Live help chat
- Supported: Phone support
- Supported: IVR
- Supported: Call scripting
- Supported: Social integration
- Supported: Email support
- Supported: Help Desk CRM integration
Additional Features
- Supported: Lighting Console
- Supported: Knowledge Base
- Supported: Live Agent
- Supported: Social Customer Service
- Supported: In-App Support
- Supported: Service Wave Analytics
- Supported: Mobile Support
- Supported: Customer Communities
Salesforce Service Cloud Screenshots
Salesforce Service Cloud Video
Salesforce Service Cloud Integrations
Salesforce Service Cloud Competitors
Salesforce Service Cloud Technical Details
Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
---|---|
Operating Systems | Unspecified |
Mobile Application | Apple iOS, Android, Mobile Web |
Supported Countries | Canada, United States, United Kingdom, Japan, Korea, India, China, Australia, Brazil, Mexico, Finland, Denmark, France, Germany, Ireland, Italy, The Netherlands, Spain, Sweden, Switzerland |
Supported Languages | English, French, Portuguese, Japanese, Spanish |
Frequently Asked Questions
Comparisons
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Reviews and Ratings
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Community Insights
- Pros
- Cons
Versatility: Users have praised the versatility of Salesforce Service Cloud, highlighting its ability to communicate through various channels like email, web forms, chat, and social media.
Customization Options: Many users have found the platform easy to customize, aligning business practices with service needs without extensive coding requirements.
User Interface: The user interface of Service Cloud is consistently commended for being easy to use, allowing for seamless data input and access while offering customization options like tailored dashboards and reports.
Robust Community Support: Users appreciate the robust community and instructional material provided by Salesforce, making it easier to find solutions for customizations and enhance learning processes.
Limited Customization in Starter and Pro Suites: Users have noted that the Starter Suite and Pro Suite editions offer restricted features for customizing the platform, limiting their ability to tailor Salesforce to their specific needs effectively. Some users find this lack of customization options frustrating when trying to optimize their workflow.
Complexity of Service Cloud: Reviewers have found Salesforce Service Cloud challenging for new users to navigate and build expertise on, potentially impeding efficient utilization of the system. The complexity may lead to longer onboarding times and hinder quick adoption by teams.
Challenges with Migration to Lightning: Several reviewers mentioned facing difficulties during the migration process from classic Salesforce to the Lightning version, indicating a potential steep learning curve for this transition. Users reported issues with data migration, user training, and adapting existing processes to fit the new interface.
Reviews
(1-25 of 83)Salesforce Service Cloud- The market leader
- First is case tracking and management
- Streamlining of customer workflows
- Automating services
Salesforce Service Cloud - a delightful service app for anyone who looks for growth in customer relationships.
- Problem solving.
- Customer use case management.
- Comprehensive tool in market growth.
- Minimal costs for implementation.
Salesforce is great!
- Easy to link cases.
- Notifications.
- Email Templates.
- Ability to add process dates.
Great Product for the Price!
- Finding info.
- Managing campaigns for our dinners and networking events.
- Managing opportunities.
- Managing projects once the opportunity is won.
Service cloud.
- Group cases.
- Customise tickets.
- Action in timely manner.
Salesforce Service Cloud's integrated data makes up for clunkiness and lackluster features
- The knowledge base is integrated into the case solving workflow
- Queues can be maintained for different product areas and cases can be routed efficiently
- Good reporting features to see where our problem areas are
Salesforce Service Cloud delivers flexible features for an Agile team
- Allows us to make changes quickly and with relative ease
- Can be flexible enough to use among several teams who do very different work
- Salesforce in general provides SO much training that anyone on the team can skill up and help maintain the system
Salesforce is Customizable and Useful but Has Flaws
- It is organized, the Kanban view is useful
- The interface can really be customized
- The communications system inside Salesforce is helpful and you can tag and notify your teammates
Horrendous Product, Consider All Other Options
Best Cloud to give good Customer Service
- Case management because once a customer fill up a web form so it will convert it into a case and our service agent can pick it up and solve it asap.
- Omni channel routing it is a automation process to route the case to correct service agent as per their skill set .Which will help the agent to resolve the case faster and provide good customer experience like if the customer is from china so it will route the case to china service agent which will reduce the time of resolving the issue
Salesforce Service Cloud has great capabilities!
- collaboration
- notification
- organization
Salesforce Service Cloud Review
- Automation
- Case management
- Reporting
- Analytics
Salesforce Service Cloud Offers Many Built-in and Customizable Options
- Email-to-case as a customer service channel
- Integrated reporting and dashboards for measurement
- Integrations with a variety of third parties
Great for the organized and the forgetful!
- Cloud based storage.
- Consolidate data.
- Create a meaningful database that can be easily accessed.
Service in Salesforce
- Salesforce Service Cloud is a very versatile platform that has many out-of-the-box features that allow you to communicate with customers through email, web forms, chat, and social media.
- The ability to customize the platform is extremely helpful to aligning the business practices with the service needs. Learning to customize objects is simple and intuitive due to the ability to perform much customization through menus instead of code.
- Salesforce has a robust community and catalog of instructional material that makes it simple and easy to find solutions to new customizations.
Increase productivity of Support team with Salesforce Service Cloud
- Case Management
- Knowledge Management
- Automations using Salesforce Platform features based on business needs
- Customization using the Salesforce platform features like Flows and LWC
- Extensive information available and online training through Trailhead, which makes it easier for new people to learn the product.
Enhanced Customer Service Platform
- Robust set of features allowing efficient management of support cases.
- Consolidation of disparate functions onto a single platform (Salesforce).
- Extensive reporting and analytics.
Service Cloud Gives Visibility into Every Client Across All Teams at Any Moment
- Service Cloud is easy to use whether you're inputing data or trying to access it.
- By having a simple interface and creating dashboards, reports and views customized to an individual user's needs, we were able to achieve nearly 100% adoption rate.
- The highest praise I can give about this product is that our employees barely "felt" its existence in that it never got in the way of reaching the information or providing the information they needed. It never felt cumbersome or like it was getting in the way of doing their job.
Salesforce Service Cloud is a sturdy platform and built for enterprise level clients
- Tracking Support Tickets
- Support Ticket Analytics
Great Product for Small Businesses
- 3rd party app integration
- Easy-to-use interface
- Great customer service
Salesforce Service Cloud is an Awesome Product
- Agent Productivity with Omnichannel Routing
- Knowledgebase for agent help articles
- Screen Flows to cut down on agent training
- Web Chat
All your customer service needs sorted in one go with Salesforce Service Cloud
- customer support emails are addressed well through email-to-case.
- created cases were effectively managed through routings, milestones and notifications
- helped to open up chat support easily
- helped us to set up self-service portal for customer with easier integration with experience cloud
- call center analytics were made easy.
Salesforce Service Cloud has really helped!
- View all customer details (cases, orders) in one pane of glass
- create workflows to update fields, statuses, and create records
- Update customer information (address, contact info) easily
Salesforce Service Cloud is a helpful tool for customer service
- Helps customer service manage cases
- Provides efficient support where anyone can see contact info
- Centralizes customer interactions
Salesforce Service Cloud overview
It can digitize and automate service/ post sales management for a business by automating ticket creation, routing workflows, service/ work order generation, communication and collaboration, resolution, and customer feedback survey.
- Automation and digitization of service management
- Improving customer satisfaction post sales
- Increasing the efficiency of service organization and reducing service resolution time
- Audit trail of all dispute resolutions and customer history
- Can be easily configured as per business requirements
- Integration agnostic with 3rd party systems like CTI, ERP, other external systems
Service CLoud can help increase your CSAT / NPS score by giving customers a better support experience and helping increase the efficiency of your service organization. It is priced more than some good competitors in the market but is more scalable and configurable compared to other solutions