Salesforce Service Cloud

Customer Service & Field Service Management Solutions

4.4 /5 (507 reviews) Write a Review!

Salesforce Service Cloud Overview

What is 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.

Salesforce Service Cloud Overview

Pricing

Starting from
$25.00/month

Pricing options

Free Trial
Subscription
Value for money

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 Features

Devices
Business size
S M L
Markets
United States, Canada, United Kingdom, Australia, China and 5 others, India, Japan, Germany, Brazil, Mexico
Supported Languages
Chinese (Simplified), Chinese (Traditional), Dutch, English, French and 8 others, German, Italian, Japanese, Korean, Portuguese, Spanish, Swedish, Thai

Media

Salesforce Service Cloud video Salesforce Service Cloud screenshot: Salesforce Service Cloud screenshot: Salesforce Service Cloud screenshot: Salesforce Service Cloud screenshot: Salesforce Service Cloud screenshot: Salesforce Service Cloud screenshot: Salesforce Service Cloud screenshot: Salesforce Service Cloud screenshot:

Salesforce Service Cloud Reviews

Salesforce Service Cloud Reviews

Overall rating
4.4
/
5
Excellent
262

Very good
194

Average
38

Poor
11

Terrible
2

Value for Money
4.1
Features
4.3
Ease of Use
4
Customer Support
4.2
90% recommended this app
Jordan C.

Awesome Ticketing System

Users are really more productive than previous tool


Jennifer B.

Everything I need on one page

I love that I can manage our sales team's goals vs. actuals all in one place. I can see exactly where each prospect/opportunity is in the sales process, who the contact is and information about the company all on one screen. With the links that let me get more information about each of those areas, it's a seamless process.


Verified Reviewer

Outstanding Customer Service Platform

Excellent tool ,easy to configure and setup with minimal code.


Govindraj S.

Complex customer support software

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.


Justin G.

Great product for servicing customers


Jordan C.
Industry: Information Technology & Services
Company size: 501-1,000 Employees

Awesome Ticketing System

Used Daily for 1+ year
Reviewed on 08/08/2019
Review Source: Capterra

Users are really more productive than previous tool

Pros

With Service Cloud, we have a complete overview on our Customers. From Lead to Case, we can log all customers activities and be proactive for their needs.

Cons

Often, you must adapt your process to the tool, not the tool to your process and that's the hardest part of Salesforce implementation. Also, multiple administrators can destroy your organization.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

Jennifer B.
Industry: Financial Services
Company size: 11-50 Employees

Everything I need on one page

Used Daily for 6-12 months
Reviewed on 06/11/2019
Review Source: Capterra

I love that I can manage our sales team's goals vs. actuals all in one place. I can see exactly where each prospect/opportunity is in the sales process, who the contact is and information about the company all on one screen. With the links that let me get more information about each of those areas, it's a seamless process.

Pros

I love that, compared to Salesforce Classic, I can see all of the information about the Prospect or Client that I need all on one page. I don't have to go from one page to another

Cons

It's not like any of the other CRMs that our sales team has used so there was a bit of a training curve for some of them.

Rating breakdown

Ease of Use

Likelihood to recommend: 9.0/10

Verified Reviewer
Industry: Banking
Company size: 10,000+ Employees

Outstanding Customer Service Platform

Used Daily for 2+ years
Reviewed on 27/11/2020
Review Source: GetApp

Excellent tool ,easy to configure and setup with minimal code.

Pros

Salesforce Service cloud comes with all the required out of the box functionality required for customer support, which includes below mentioned features which are required for setting up customer service .
1) Receiving the cases through multiple channels like Web and emails.
2) Auto assigning the cases to respective group based on the type of issue.
3)SLA definitions and escalation rules,
4)Assigning the knowledge articles to cases.
5)Self service portals.
6)Chatbots and Einstein analytics.
7)Configuring knowledge base.
8)reports and dashboards.
9)Easy API integrations.
10)Rich UI.

Cons

Some of the limitations associated with API limits ,Storage limitations. Cost associated with licensing .

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 9.0/10

Govindraj S.
Industry: Hospitality
Company size: 11-50 Employees

Complex customer support software

Used Daily for 1+ year
Reviewed on 10/11/2020
Review Source: Capterra

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.

Pros

Only reports. They have a very good Reports which can be used to build a Dashboard which are very easily customised.

Cons

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 0.0/10

Justin G.
Industry: Banking
Company size: 10,000+ Employees

Great product for servicing customers

Used Daily for 2+ years
Reviewed on 23/09/2020
Review Source: Capterra

Pros

I work in internal operations and find SSC to be the most versatile tool in our arsenal. There is just so much that it can do and Salesforce is always looking for ways to continue to expand on its capabilities.

Cons

The learning curve, but this is why they offer trainings/certifications.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

User recommendation
8.1/10
Based on 507 user ratings
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Salesforce Service Cloud Pricing

Salesforce Service Cloud Pricing

Starting from
$25.00/month
Free Trial
Subscription
Value for money

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.

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.

Value for Money
4.1/5
Based on 507 user ratings
Compare value for money rating with alternatives
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Salesforce Service Cloud Features

Salesforce Service Cloud Features

API
Activity Dashboard
Activity Tracking
Audit Trail
Auditing
Automatic Notifications
Billing & Invoicing
Compliance Management
Customizable Reporting
Data Import/Export
Document Management
Document Storage
Inventory Management
Inventory Tracking
Monitoring
Real Time Data
Real Time Reporting
Reporting & Statistics
Third Party Integration
Workflow Management
Features
4.3/5
Based on 507 user ratings
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Categories

Additional information for Salesforce Service Cloud

Additional information for Salesforce Service Cloud

Key features of Salesforce Service Cloud

  • Agent & team collaboration
  • Asset management & product tracking
  • Case management (auto-assignment, rules & queues)
  • Computer-telephony integration
  • Contract & entitlement management
  • Customizable agent console
  • Customizable reporting & analytics
  • Dynamic Knowledgebase
  • Goals, coaching, and rewards for teams
  • Live agent web chat
  • Mobile
  • Multi-lingual
  • Role permissions
  • Self-service community
  • Social integration
  • Web & email case capture
  • Workflow & approval automation

Benefits

-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.

Salesforce Service Cloud FAQs

Salesforce Service Cloud FAQs

Below are some frequently asked questions for Salesforce Service Cloud.

Q. What type of pricing plans does Salesforce Service Cloud offer?

Salesforce Service Cloud offers the following pricing plans:

Starting from: $25.00/month

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.

Q. What are the main features of Salesforce Service Cloud?

Salesforce Service Cloud offers the following features:

  • Agent & team collaboration
  • Asset management & product tracking
  • Case management (auto-assignment, rules & queues)
  • Computer-telephony integration
  • Contract & entitlement management
  • Customizable agent console
  • Customizable reporting & analytics
  • Dynamic Knowledgebase
  • Goals, coaching, and rewards for teams
  • Live agent web chat
  • Mobile
  • Multi-lingual
  • Role permissions
  • Self-service community
  • Social integration
  • Web & email case capture
  • Workflow & approval automation

Q. Who are the typical users of Salesforce Service Cloud?

Salesforce Service Cloud has the following typical customers:

Small Business, Large Enterprises, Freelancers, Mid Size Business

Q. What languages does Salesforce Service Cloud support?

Salesforce Service Cloud supports the following languages:

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

Q. What type of pricing plans does Salesforce Service Cloud offer?

Salesforce Service Cloud has the following pricing plans:

Subscription

Q. Does Salesforce Service Cloud support mobile devices?

Salesforce Service Cloud supports the following devices:

Android, iPhone, iPad

Q. What other apps does Salesforce Service Cloud integrate with?

Salesforce Service Cloud integrates with the following applications:

FinancialForce Accounting, Five9, Freshdesk, InGenius, Planyo, Quick Base, Sharpen, SightCall for Salesforce, SmarterU LMS, Vocalcom

Q. What level of support does Salesforce Service Cloud offer?

Salesforce Service Cloud offers the following support options:

Knowledge Base, Online Support, Phone Support, Video Tutorials, Forum, FAQs