About Salesforce Service Cloud

Service Cloud from Salesforce is a cloud-based customer service management solution that is designed to initiate customer service activities from anywhere. Built on the Salesforce1 Platform, Service Cloud works to centralize and optimize the agent efforts, allowing them to handle customers' requests and manage cases. Service Cloud was developed to offer support mobility to agents, allowing them to receive service requests and provide support from anywhere. From the Service Cloud Console, agents can manage all active cases. With the Communities tool, customers can help themselves and others with self-service capabilities. Additional Service Cloud capabilities include a Knowledge module, where both agents and customers alike can search for the answers they need. Chatter is an agent collaboration tool that allows for issue escalations, and Social Service integrates the increasingly critical social media channels directly into the customer service experience. The Service Cloud reporting module gives front line managers the ability to see critical business metrics from real-time dashboards that are also accessible on phones or tablets.
Salesforce Service Cloud Software - Business rules
Salesforce Service Cloud Software - Casse management bulk editing
Salesforce Service Cloud Software - Case management labels
Salesforce Service Cloud Software - Productivity tools
Salesforce Service Cloud Software - Universal inbox
Salesforce Service Cloud video
Salesforce Service Cloud Software - Business rules - thumbnail
Salesforce Service Cloud Software - Casse management bulk editing - thumbnail
Salesforce Service Cloud Software - Case management labels - thumbnail
Salesforce Service Cloud Software - Productivity tools - thumbnail
Salesforce Service Cloud Software - Universal inbox - thumbnail

Salesforce Service Cloud pricing

Salesforce Service Cloud does not have a free version but does offer a free trial.

Starting Price:
Not provided by vendor
Pricing Details:
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.
Free Version:
No
Free trial:
Yes

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Salesforce Service Cloud Reviews

Feature rating

Value for Money
4
Functionality
4.5
Ease of Use
4
Customer Support
4
5 reviews of 517 View all reviews
Jordan C.
  • Industry: Information Technology & Services
  • Company size: 501-1,000 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Features
5
Ease of Use
3
Customer Support
5

5
Reviewed on 08/08/2019

Awesome Ticketing System

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.

Shalom L.
  • Industry: Nonprofit Organization Management
  • Company size: 11-50 Employees
  • Used Weekly for 2+ years
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 03/06/2021

Sales Business brand

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
Andrew A.
  • Industry: Information Technology & Services
  • Company size: 1,001-5,000 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
0
Features
5
Ease of Use
4
Customer Support
0

5
Reviewed on 07/10/2021

Complex, but worth the learning curve

Pros

Salesforce Service Cloud has made it so much easier to customize our frontline agents' experience, with integrated knowledge hubs, tooling, and more.

Cons

There's definitely a learning curve, but ultimately I feel that the benefits are worth the time investment that the team had to make.

Govindraj S.
  • Industry: Hospitality
  • Company size: 11-50 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
1
Features
1
Ease of Use
2
Customer Support
3

2
Reviewed on 10/11/2020

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.

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.

Ryan W.
  • Industry: Market Research
  • Company size: 10,000+ Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
0
Features
5
Ease of Use
3
Customer Support
0

4
Reviewed on 28/06/2021

Salesforce - Complexity and a learning curve

It met its need, but I preferred the software we had before, Workfront.

Pros

I enjoyed that Salesforce Service Cloud gave me the ability to track my work and projects with clear status of the project.

Cons

Some of the functions were challenging to use without errors, such as auto-time tracking.

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