Salesforce Service Cloud

Customer Service & Field Service Management Solutions

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:

Not provided by vendor

  • Free Version
  • Free Trial
  • Subscription

Top 5 alternatives to Salesforce Service Cloud

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

Austria, Australia, Brazil, Canada, China , Germany, United Kingdom, Ireland, India, Japan, Mexico, Netherlands, United States

Supported Languages

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

Pricing starting from:

Not provided by vendor

  • Free Version
  • Free Trial
  • Subscription

Top 5 alternatives to Salesforce Service Cloud

Images

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Features

Total features of Salesforce Service Cloud: 203

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

Alternatives

Freshdesk

4.5
#1 Alternative to Salesforce Service Cloud
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ServiceNow

4.5
#2 Alternative to Salesforce Service Cloud
ServiceNow is an IT service application platform-as-a-service provider that offers a range of ITSM products to ...

Zoho CRM

4.3
#3 Alternative to Salesforce Service Cloud
Zoho CRM is a cloud-based customer relationship management (CRM) software that helps businesses of all sizes close...

Zendesk Suite

4.4
#4 Alternative to Salesforce Service Cloud
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Reviews

Overall rating

4.4 /5
(580)
Value for Money
4.1/5
Features
4.3/5
Ease of Use
4.0/5
Customer Support Software
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 580
Robert
Overall rating
  • Industry: Banking
  • Company size: 1,001-5,000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 10.0 /10

Salesforce Service Cloud is Excellent for Small or Large Teams

Reviewed on 15/09/2022

Pros

I love the multitude of features I am able to use within the service cloud. The ease of resolving customer issues helps a lot and saves time. I definitely recommend it for any organization.

Cons

Sometimes it was slow and heavily reliant upon networks. Although it is cloud based, I needed a high speed connection for it to operate.

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 Software
  • Likelihood to recommend 9.0 /10

Easy to implement, good data management

Reviewed on 13/06/2022

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.

Verified Reviewer
Overall rating
  • Industry: Information Technology & Services
  • Company size: 10,000+ Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 10.0 /10

Excellent Service and support management product

Reviewed on 01/08/2022

Excellent product offering great service and support management for issues/ requirements

Excellent product offering great service and support management for issues/ requirements

Pros

Case management, handling Case teams, auto assignment of cases to teams, live chat and email to case features

Cons

Nothing major. It would be good to have auto refresh feature on dashboard/ case queue and better control on case list views

Brandy
Overall rating
  • Industry: Insurance Software
  • Company size: 1,001-5,000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 4.0 /10

Salesforce Has a great User Interface but we do tend have a lot of technical issues with it...

Reviewed on 30/08/2022

Overall experience with salesforce has not been the best. If the glitches were worked out I might...

Overall experience with salesforce has not been the best. If the glitches were worked out I might like using it more.

Pros

I love that it makes task much easier to complete when its working correctly

Cons

The constant glitches and technical issues

Elizabeth
Overall rating
  • Industry: Retail
  • Company size: 5,001-10,000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 9.0 /10

Excellent for data tracking and analysis

Reviewed on 09/06/2022

This platform allows me to visualize, analyze the progress that has been made during the day, week,...

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.

Showing 5 reviews of 580 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:
  • Pricing model: Subscription
  • Free Trial: Available

Lightning Essentials: $25 / user / month Lightning Professional: $75 / user/ month Lightning Enterprise: $150 / user/ month Lightning Performance: $300 / 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 Essentials, Salesforce Marketing Cloud, Salesforce Platform, Salesforce Sales Cloud, SalesforceIQ, Talkdesk, Transera, Vonage Contact Center, Workforce Optimization (WFO)

Salesforce Service Cloud offers the following support options:

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

Related categories

See all software categories found for Salesforce Service Cloud.