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

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Features

Total features of Salesforce Service Cloud: 202

  • 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
  • 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

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HubSpot Marketing Hub

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Reviews

Overall rating

4.4 /5
(643)
Value for Money
4.1/5
Features
4.4/5
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 643
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 Software
  • Likelihood to recommend 9.0 /10

Service from Salesforce

Reviewed on 05/05/2022

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.
Krishna
Overall rating
  • Industry: Hospital & Health Care
  • Company size: 5,001-10,000 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

It's fantastic that it's adaptable and customizable

Reviewed on 18/05/2022

Use this in my store to run my firm, and it provides a lot of amazing options and friendly customer...

Use this in my store to run my firm, and it provides a lot of amazing options and friendly customer support as well as an excellent program. Although the pricing structure can be a bit of a challenge to stomach at times, the customization and integration options are practically limitless, so that alleviates my concerns.

Pros

The most appealing aspect of Salesforce Service Cloud to me is how simple it is to use. You don't need any support managing Your Salesforce environment after only a few minutes of training and a few tips. If You don't have the time or inclination to learn how to write difficult code, this tool will allow You to accomplish Your aim in a few of mouse clicks.

Cons

Sales and Service cloud might be expensive, but buying them both at once can save you some money. Unless a former colleague serves as a mentor, it is difficult to learn the ropes.

Emilio
Overall rating
  • Industry: Computer Software
  • Company size: Self Employed
  • Used Weekly for 1+ year
  • Review Source

Overall rating

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

Powerful and Customizable: A Review of Salesforce Service Cloud

Reviewed on 14/01/2023

In conclusion, Salesforce Service Cloud is a powerful and customizable customer service software...

In conclusion, Salesforce Service Cloud is a powerful and customizable customer service software that can help businesses manage customer interactions and improve their customer service operations. While it may be more complex than other options, it offers robust features and reporting capabilities that can help managers track performance and identify areas for improvement. If you're looking for a comprehensive customer service solution, Salesforce Service Cloud is worth considering.

Pros

Salesforce Service Cloud is a customer service software that offers a wide range of features for businesses to manage customer interactions, including case management, knowledge management, and self-service portals. The platform is highly customizable, allowing teams to tailor it to their specific needs and processes. Additionally, Salesforce Service Cloud offers robust reporting and analytics capabilities, which can help managers track performance and identify areas for improvement.

Cons

One potential con of Salesforce Service Cloud is that the platform may be more complex and harder to navigate for new users compared to other customer service software. It may take some time to get familiar with the platform and its features.

Harry
Overall rating
  • Industry: Computer Networking
  • Company size: 2-10 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

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

NOT a good SERVICE TICKETING SYSTEM

Reviewed on 21/02/2020

very clomzy and not effective.

very clomzy and not effective.

Pros

its nice in its design. it can properly relate cases to client records

Cons

This software lacks the necessary tools to properly communicate with your customers.

Customers can respond to closed tickets without getting notifications.
team isn't notified when a new ticket comes in.
overall lightening experience is a SLOW moving vehicle, wast's our teams time.
the list goes on and on

One answer to all of our issues is that we need a SALESFORCE DEVELOPER to customize the thing for us.

so unless you have a small fortune to spend on Developers to customize it to your need go with a normal ticketing system that was designed ground up for this purpose. similar to the product that salesforce bought and then killed DESK.com

Theresa
Overall rating
  • Industry: Outsourcing/Offshoring
  • Company size: 51-200 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

One of the Best

Reviewed on 10/12/2022

10 out of 10, this tool is very useful for reporting productivity and csat scores, track and keep...

10 out of 10, this tool is very useful for reporting productivity and csat scores, track and keep everything in place.

Pros

I've been using Salesforce for quite some time now and this really helped me with a lot of things. Reporting and ticketing system. Very easy to use and very essential.

Cons

Nothing much, since SF is improving with updates and fixes bugs and glitches.SF is also not that hard to manage.

Showing 5 reviews of 643 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.