Salesforce Service Cloud

What Is Salesforce Service Cloud?

Service Cloud 360, the world’s #1 customer service platform, empowers companies to drive seamless engagement across the entire customer journey. Address incidents quickly by ensuring your teams can identify, track, and fix issues with proven workflows. Give agents and service operations teams full visibility into incidents, cases, and customer data in a single workspace. Create an even better customer experience with Incident Management best practices built into the #1 service platform.

Who Uses Salesforce Service Cloud?

Businesses in need of service-as-a-software solution for CRM and help desk management.

Where can Salesforce Service Cloud be deployed?

Cloud, SaaS, Web-based, Android (Mobile), iPhone (Mobile), iPad (Mobile)

About the vendor

  • Salesforce
  • Located in San Francisco, US
  • Founded in 2003
  • Phone Support
  • 24/7 (Live rep)
  • Chat

Countries available

Australia, Austria, Brazil, Canada, China and 8 others

Languages

Chinese, Dutch, English, French, German and 8 others

About the vendor

  • Salesforce
  • Located in San Francisco, US
  • Founded in 2003
  • Phone Support
  • 24/7 (Live rep)
  • Chat

Countries available

Australia, Austria, Brazil, Canada, China and 8 others

Languages

Chinese, Dutch, English, French, German and 8 others

Salesforce Service Cloud videos and images

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Compare Salesforce Service Cloud with similar products

Salesforce Service Cloud

N/A
Free Version
Free Trial
US$18.00/month
Free Version
Free Trial
N/A
Free Version
Free Trial
US$19.00/month
Free Version
Free Trial

Features of Salesforce Service Cloud

  • Access Controls/Permissions
  • Accounting Integration
  • Activity Dashboard
  • Alerts / Escalation
  • Alerts/Notifications
  • Appointment Management
  • Asset Tracking Software
  • Audit Trail
  • Auto-Responders
  • Automated Routing
  • Automatic Call Distribution
  • Billing & Invoicing
  • Budgeting/Forecasting
  • CRM Software
  • Calendar Management
  • Call Center Management
  • Call Logging
  • Call Monitoring
  • Call Recording Software
  • Call Scripting
  • Campaign Management Software
  • Cataloging/Categorization
  • Change Management Software
  • Code Enforcement Software
  • Collaboration Tools
  • Commenting/Notes
  • Communication Management
  • Compliance Management
  • Computer Telephony Integration
  • 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 History
  • Customizable Branding
  • Customizable Templates
  • Dashboard Software
  • Discussions / Forums
  • Dispatch Management
  • Electronic Signature
  • Email Management Software
  • Feedback Management
  • File Management
  • For Small Businesses
  • For iPad Devices
  • Full Text Search
  • GPS
  • Geotargeting
  • Incident Management Software
  • Incident Reporting
  • Inspection Management
  • Interaction Tracking
  • Inventory Management Software
  • Investigation Management Software
  • Issue Tracking Software
  • Job Management
  • Knowledge Base Management
  • Knowledge Management Software
  • Live Chat Software
  • Macros/Templated Responses
  • Mobile Access
  • Multi-Channel Communication
  • Multi-Language
  • Offline Form
  • Online Time Clock
  • Payment Collection in the Field
  • Performance Metrics
  • Permit Issuance
  • Prioritization
  • Proactive Chat
  • Problem Management
  • Queue Management
  • Quotes/Estimates
  • Real-time Consumer-facing Chat
  • Real-time Updates
  • Reporting/Analytics
  • Routing
  • Scheduling Software
  • Self Service Portal
  • Service History
  • Service Level Agreement (SLA) Management
  • Support Ticket Management
  • Task Management Software
  • Technician Management
  • Third Party Integrations
  • Ticket Management
  • Transcripts/Chat History
  • Transfers/Routing
  • Website Visitor Tracking
  • Widgets
  • Work Order Management
  • Workflow Configuration
  • Workflow Management Software

Salesforce Service Cloud Alternatives

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Cloud-based solution for small to large businesses that helps manage, prioritize, monitor & automate sales processes.
SharpSpring offers powerful, flexible marketing automation with fully integrated CRM and social media management for agencies and SMBs.
Service Management Software Suite that represents a comprehensive solution for service, support, and customer care
Start for Free with LiveAgent and provide excellent customer service with the ultimate help desk solution for companies of all sizes. Learn more about LiveAgent
High-end solution designed for effective collaboration, communication, social networking, and workflow and knowledge management. Learn more about Bitrix24
Put customer service at the heart of your company. Make agents more productive, managers more impactful and customers more empowered.
Powerful and robust helpdesk software for all industries and organizations; available through Cloud hosting or self-hosted On-Premise.
An open-source suite of integrated apps to manage CRM, PoS, Website, eCommerce, Sales, Accounting, Warehouse, HR, Marketing, and more.
FORM OpX improves operational compliance by digitizing audits and inspections on mobile to reduce risk and improve safety and quality.
The next generation of PSA tool. Complete professional services automation package for software and services businesses.
Caspio is the world's leading NO-CODE platform for building online database applications without having to write code. Learn more about Caspio
HaloITSM brings everything you need for IT support into one centralised solution.

Reviews of Salesforce Service Cloud

Average score

Overall
4.4
Ease of Use
4.0
Customer Service
4.2
Features
4.3
Value for Money
4.1

Reviews by company size (employees)

  • <50
  • 51-200
  • 201-1,000
  • >1,001
Elizabeth
Elizabeth
Senior Director Of Digital Marketing in US
Verified LinkedIn User
Retail, 5,001-10,000 Employees
Used the Software for: 2+ years
Reviewer Source

Excellent for data tracking and analysis

5.0 2 months ago

Comments: 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.

Verified Reviewer
Vice President, Technical Support in India
Verified LinkedIn User
Computer Software, 1,001-5,000 Employees
Used the Software for: 2+ years
Reviewer Source

Powerful and critical user friendly software

5.0 2 months ago

Comments: Very positive experience using Salesforce Service Cloud. It completely takes care of our service center ticketing system requirements. Although expensive, we are glad we made this choice.

Pros:

Salesforce is extremely easy to use with rich features and functionality. There is a huge marketplace out there with third-party apps which will help you with your business needs with strong integration capabilities. It's an excellent case management tool for our support team and everyone loves it. We've never heard of outages or major problems, and the software works consistently all the time.

Cons:

The cost appears to be on the higher side, they seem to be expensive even for minor requirements. Some configurations are complex and Bizapps take too long to implement changes. The Mobile version app is terrible and SF can do a lot better in this area.

Anthony
Operations in US
Financial Services Software, 11-50 Employees
Used the Software for: 1+ year
Reviewer Source

Great product but gets expensive fast

3.0 2 months ago New

Pros:

The program is very customizable and navigation is very easy to learn

Cons:

gets expensive fast with any customization you may need

Shayla
Shayla
Human Resources Specialist in US
Verified LinkedIn User
Internet, 1,001-5,000 Employees
Used the Software for: 2+ years
Reviewer Source

Easy to implement, good data management

4.0 2 months ago New

Comments: 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.

Barkha
Customer Service Representative in India
Airlines/Aviation, 1,001-5,000 Employees
Used the Software for: 2+ years
Reviewer Source

Exceptional customer engagement tool

5.0 2 months ago New

Comments: It is a very unique cloud-based help desk tool which is different from many other traditional softwares. We have been working on this platform for more than 2 years now and we have been able to complete our assigned tasks on-time with the help of advanced features of this tool. You can validate customer details and generate business reports as well through this cloud-based software. Overall, it is a very nice application and I recommend it to every organisation.

Pros:

This tool has multiple helpful features to connect with your clients remotely. It has got the best ticketing management system. The live chat features provided by Salesforce are super awesome and put your work at ease. The best thing about the live chat is you can see what the client is typing on their device so that you can be prepared for their question well in advance. Apart from that, you can also set automatic replies for faster resolution on the live chat. Customer Engagement becomes effortless with the help of technical features provided by this platform.

Cons:

Sometimes, it becomes too slow and we face performance issues. I think they can make this software even more faster and responsive. Apart from that, the chat panel becomes slow when there are more than 3 active chats.