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:

N/A

  • 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.

Devices

Business size

S M L

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, zh-hant

Pricing starting from:

N/A

  • Free Version
  • Free Trial
  • Subscription

Images

Salesforce Service Cloud Software - 1
Salesforce Service Cloud Software - 2
Salesforce Service Cloud Software - 3
Salesforce Service Cloud Software - 4
Salesforce Service Cloud Software - 5
Salesforce Service Cloud Software - 6
Salesforce Service Cloud Software - 7
Salesforce Service Cloud Software - 8
View 9 more
Salesforce Service Cloud video
Salesforce Service Cloud Software - 1
Salesforce Service Cloud Software - 2
Salesforce Service Cloud Software - 3
Salesforce Service Cloud Software - 4
Salesforce Service Cloud Software - 5
Salesforce Service Cloud Software - 6
Salesforce Service Cloud Software - 7
Salesforce Service Cloud Software - 8

Features

Total features of Salesforce Service Cloud: 169

  • 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 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 Logging
  • Call Monitoring
  • Call Recording Software
  • Call Scripting
  • Call Transfer
  • Caller ID
  • Campaign Management Software
  • Canned Responses
  • Capacity Management
  • Case Management Software
  • Categorization/Grouping
  • Change Management Software
  • Chat/Messaging
  • Client Portal
  • Code Enforcement Software
  • Collaboration Tools
  • Communication Management
  • Compliance Management
  • Computer Telephony Integration
  • Configuration Management
  • Contact Database
  • 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
  • Dispatch Management
  • Document Management Software
  • Document Storage
  • Drag & Drop
  • Electronic Signature
  • Email Management Software
  • Email Templates
  • Email Tracking Software
  • Equipment Maintenance Software
  • Event Triggered Actions
  • Feedback Management
  • File Sharing Software
  • File Storage
  • Fixed Asset Management Software
  • For Small Businesses
  • For iPad Devices
  • Forms Management
  • Full Text Search
  • GPS
  • Geotargeting
  • Historical Reporting
  • IT Asset Management Software
  • IVR / Voice Recognition
  • Inbound Call Center
  • Incident Management Software
  • Inspection Management
  • Interaction Tracking
  • Inventory Control Software
  • Inventory Management Software
  • Issue Management
  • Issue Tracking Software
  • Job Costing Software
  • Job Management
  • Job Scheduling
  • Job Tracking
  • Knowledge Base Management
  • Knowledge Management Software
  • Lead Distribution
  • License Issuance
  • Live Chat Software
  • Macros/Templated Responses
  • 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
  • Purchasing & Receiving
  • Quality Assurance
  • Queue Management
  • Quotes/Estimates
  • Real Time Monitoring
  • Real-Time Chat
  • Real-time Consumer-facing Chat
  • Real-time Updates
  • Records Management Software
  • Release Management
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • SMS Messaging
  • Scheduling Software
  • Screen Sharing Software
  • Self Service Portal
  • 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
  • Task Management Software
  • Taxation & Assessment
  • Technician Management
  • Third Party Integrations
  • Ticket Management
  • Transcripts/Chat History
  • Transfers/Routing
  • Utility Billing Software
  • Virtual Assistant
  • Website Integration
  • Website Visitor Tracking
  • Work Order Management
  • Workflow Configuration
  • Workflow Management Software

Alternatives

ServiceNow

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

JIRA Service Management

4.4
#2 Alternative to Salesforce Service Cloud
Formerly known as Jira Service Desk, Jira Service Management is an IT service management solution built on the popular...

sales-i

3.9
#3 Alternative to Salesforce Service Cloud
sales-i is a customer intelligence and CRM solution that helps to understand sales data and measure performance through...

HubSpot CRM

4.5
#4 Alternative to Salesforce Service Cloud
Save valuable selling time with HubSpot CRM that takes care of all the little details from recording calls, logging...

Reviews

Overall rating

4.4 /5
(537)
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.

Write a Review!
Showing 5 reviews of 537
Jordan C.
Overall rating
  • Industry: Information Technology & Services
  • Company size: 501-1,000 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

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

Awesome Ticketing System

Reviewed on 08/08/2019

Users are really more productive than previous tool

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.

Ami S.
Overall rating
  • Industry: Computer Software
  • Company size: 51-200 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Likelihood to recommend 8.0 /10

Salesforce can work for you as a tech support executive

Reviewed on 15/12/2021

Really enjoy working with the service. It's easy to manage and integrations are great

Really enjoy working with the service. It's easy to manage and integrations are great

Pros

Integrates well into existing Salesforce CRM
Very customizable
Great reporting tools
good email-to-case and web-to-case capabilities

Cons

requires a salesforce administrator since nothing comes out of the box

Alternatives Considered

JIRA Service Management and ServiceNow

Reasons for Choosing Salesforce Service Cloud

searched for a better solution that also integrates well with existing info in Salesforce

Switched From

Zendesk

Reasons for Switching to Salesforce Service Cloud

already have info in Salesforce so it's a crucial aspect
Govindraj S.
Overall rating
  • Industry: Hospitality
  • Company size: 11-50 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 0.0 /10

Complex customer support software

Reviewed on 10/11/2020

We tried our best to customise Salesforce and for a year we used it but we found that the kind of...

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.

Greg B.
Overall rating
  • Industry: Computer Software
  • Company size: 2-10 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Ease of Use
  • Likelihood to recommend 9.0 /10

Best bet for Service

Reviewed on 11/01/2022

Service cloud was my introduction to Salesforce, and has led to a very lucrative career. The out of...

Service cloud was my introduction to Salesforce, and has led to a very lucrative career. The out of the box functionality is enough to get started on service support, and the ability to customise to use SLAs, Milestones and manage both productivity and customer expectations is brilliant

Pros

Service Cloud works in parallel with the Sales data in the salesforce platform, so you can see a full picture of your customer, and relate all complaints/request to a single point. Plus multiple points of contact allowing cases to be generated via phone, sms, website form, live chat or email.

Cons

Field Service is limited unless you opt for the Field Service Lightning package, but there are plenty of features to run a helpdesk efficiently and well

Shalom L.
Overall rating
  • Industry: Nonprofit Organization Management
  • Company size: 11-50 Employees
  • Used Weekly for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 8.0 /10

Sales Business brand

Reviewed on 03/06/2021

Pros

You can manage all your needs according to your company and needs. and mainly it is that all the information is unified together in the same place

Cons

Like all other systems, this is a platform that requires training to really know how to use it and get the most out of it.

Alternatives Considered

Zoho CRM and HubSpot CRM

Reasons for Choosing Salesforce Service Cloud

This system is more complete and many more details

Switched From

Zoho CRM

Reasons for Switching to Salesforce Service Cloud

This system is more complete and many more details
Showing 5 reviews of 537 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+

Salesforce Service Cloud supports the following languages:

Chinese, Dutch, English, French, German, Italian, Japanese, Korean, Portuguese, Spanish, Swedish, Thai, zh-hant

Salesforce Service Cloud supports the following devices:

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

Salesforce Service Cloud integrates with the following applications:

ChannelInsight, Desk.com, Elastic Enterprise Search, Five9, Gainsight CS, Helpshift, InGenius, LiveOps, Monet Live WFO, Moxie Concierge Email Management, NICE CXone, Natterbox, Quip, Salesforce Analytics Cloud, Salesforce Essentials, Salesforce Marketing Cloud, Salesforce Platform, Salesforce Sales Cloud, SalesforceIQ, Talkdesk, Transera, Vonage Contact Center

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.